Roadcase guide
Package stuck in transit: what to do
What it means when a USPS, UPS or FedEx package stops updating in transit, how long to wait, what to tell the customer and when to reship or file a claim.
Short answer: A package with no tracking update for two or three business days is usually still moving and just missed a scan, but treat it as a problem. Email the customer first, wait a few more days, then open a missing package search with the carrier and decide whether to reship. Don't wait for the customer to write in.
Why packages stop updating
- A missed scan at a hub, so tracking catches up later.
- A backlog in the network, common in peak season and bad weather.
- A damaged or unreadable label, which can send a package to a recovery center.
- A mis-sort that sends it the wrong way first.
A simple timeline
| No update for | What to do |
|---|---|
| 2 to 3 business days | Email the customer: it's delayed, you're watching it, and when you'll update them |
| 5 to 7 business days | Open a missing package search with the carrier and prepare a replacement |
| 7+ days, or well past due | Treat it as lost: reship or refund, and file a claim |
Adjust the days for the service. A stalled overnight package needs attention sooner than a stalled ground package.
Contacting the carrier
- USPS: missing mail search
- UPS: file a claim
- FedEx: claims
Have the tracking number, ship date, origin and destination ZIP codes, the last scan and the package value ready. Our claims guide covers what to gather.