A package is not lost the moment tracking stops updating. Parcels often go quiet for a few days, especially during peak season or across borders, and then turn up. Carriers have their own timelines for searches and claims, and your store needs its own clear rule for when a parcel counts as lost, so customers know when to expect a fix.
For the full lost-package playbook, see what to do when a package is lost and the order protection guide.
What do common tracking statuses mean?
| Status | What it usually means |
|---|---|
| Label created | The carrier has not scanned the parcel yet |
| In transit, no recent update | Moving between facilities without a scan; often fine for a few days |
| Delayed / exception | Weather, volume or address issue; may need action |
| Out for delivery for days | Possible mis-sort or failed attempt |
| Delivered, customer has nothing | Not lost in transit; see delivered but not received |
| Returned to sender | On its way back to you; see package returned to sender |
What do carriers say?
Each carrier sets its own process. USPS, for example, says Missing Mail search requests “can be submitted starting 7 days from mailing”, and its insurance claims for missing contents must be filed no later than 60 days from the mailing date. Check the current rules for each carrier and service you use.
What rule should your store use?
Pick one rule and publish it:
We consider a package lost if tracking shows no update for [5] business days after the expected delivery date, or if the carrier confirms it is lost.
Use the expected delivery date, not the order date, so slower services and international orders are treated fairly. Use a longer window for international shipments. The claim policy generator builds this wording for you.
What should you do while you wait?
- Acknowledge the customer the same day and share what tracking shows.
- Contact the carrier or open a search if the service allows it.
- Set a date when you will act if nothing changes, matching your policy.
- Act on that date: refund, reship or store credit.
Our customer email templates include a “running late” message for this stage.
How do you handle international parcels?
Cross-border parcels change hands between carriers and can sit in customs for days without a scan, so a quiet tracking page is normal for longer. Use a longer window for international orders, count from the expected delivery date, and check both carriers’ tracking where there is a hand-off. If customs is holding the parcel, it is not lost; tell the customer what the carrier needs, such as duty payment or documents. See package protection by country for how to set different rules by destination.
What if the parcel turns up after you reshipped?
It happens. Ask the customer to refuse or return the late parcel, or let them keep it if the return cost is higher than the item. Note it in the order so you do not resolve the same order twice.
Why does a clear rule matter?
Without one, customers wait without knowing when they will get help, and some open a chargeback instead. A published rule with a date makes the next step obvious for both sides. See reducing chargebacks for lost and stolen orders.
To set up a claims flow, see Sam Shipping Protection.
Frequently asked questions
How long before a package is considered lost?
It depends on the carrier and on your policy. A common store rule is no tracking update for a set number of business days after the expected delivery date.
When can I start a USPS search for a missing package?
USPS says Missing Mail search requests can be submitted starting 7 days from mailing.
Should I wait for the carrier before helping the customer?
Not necessarily. If the customer added protection and your "lost" rule is met, resolve the claim and pursue the carrier separately.
Sources
Part of our guide: Order protection →