InPost failure. Clients complain of deficiency of access to services

InPost, 1 of the largest logistics companies in Poland, serving parcels, transportation and receipt points, is faced with method problems. Since Friday morning, users have increasingly reported difficulties in utilizing the service – both through mobile app and another channels of transmission or reception of shipments.

Scope of problems: no access to packages, application suspends

Since the morning of May 30 users throughout Poland inform about no anticipation of beginning packagesinoperative InPost Mobile application and difficulties in transmitting shipments. Many social media and online forums study that:

• app does not connect to the system or suspended after startup,
• The receiving codes are not working., although the consignments are already marked as delivered,
• packmates do not react on commands from the application or typing manual codes,
• uncommon downtime in the package tracking system.

The deficiency of reception of packages is simply a peculiarly burdensome problem for people waiting for urgent or timely shipments.

InPost reaction: No authoritative message

InPost so far has not released an authoritative messagewhich would relate straight to the causes and scale of the problem. The company's deficiency of position exacerbates the frustration of customers and creates space for speculation. Questions arise as to whether it has occurred Central strategy failure, overloading the IT infrastructure, or possibly this is the effect conducting unannounced maintenance work.

Such incidents occurred in the past – e.g. in October 2023, erstwhile method problems caused paralysis of respective 1000 parcels in Poland. InPost then published a message of apology and information about the causes of the disturbance. Today, however, users have not experienced a akin reaction.

Scale and impact on users

Come on. no detailed data, the scale of the problem can be estimated based on social media activity. Thousands of comments and reports from different cities indicate nationwide nature of the accident.

The situation affects both individual customers and companies utilizing InPost as part of e-commerce services. For entrepreneurs this means possible delays in transportation of goods, and for individual customers – no access to ordered products, e.g. medicines, papers or gifts.

Some users study that despite receiving information about the transportation of the package, they are incapable to receive it or get support at the hotline. Waiting time for a call from a consultant exceeds even 30 minuteswhich further exacerbates discontent.

Potential causes and possible consequences

In case of specified extended difficulties, possible scenarios include:

• failure of server infrastructure or package management system,
• problems with updating the mobile application,
• DDoS attack or another cyber activities (although there is no authoritative information in this area at the moment),
• unannounced maintenance workwhich have not been decently communicated to customers.

If the problems last longer than 24 hours, it could have negative impact on company reputation, especially in the context of the upcoming purchasing period (child day promotions, preparation for summertime trips).

How can users and retailers react?

In the absence of information from InPost customers should:

• keep confirmation of dispatch and receipt of consignmentswhich may be needed for possible complaints,
• check mobile application updateswhich may contain amendments,
• use alternative contact channelssuch as InPost social media or online forms,
• for consignments purchased in online stores, contact the sellers directlyto get backup.

Companies may consider temporary extension of transportation options to another courier companiesto minimise the hazard of delays.

Will InPost lose user confidence?

Trusting customers is the foundation of logistics companies, and any failure affecting the availability of services carries a hazard of failure of credibility. InPost, as the leader of the marketplace for parcel vending machines in Poland, must face the consequences if the current situation is not rapidly and transparently explained.

In the long term, the most crucial thing will be Emergency communication – to inform customers rapidly about problems, their causes and the expected time of solution. Failure to do so may consequence the flow of any customers to competitive servicessuch as DPD Pickup, Orlen Package or Allegro One.