Order tracking can appear to stop updating for several reasons, most of them normal. This article explains why tracking goes quiet, how to tell the difference between an expected gap and a real problem, and what to do if you need to escalate.
Things to keep in mind
Not all tracking gaps are problems. The most common cause is a normal handoff delay between the first-mile and last-mile carrier. See Understanding Parcel Delivery Network for how PDN covers this period.
Always check the first-mile (FM) tracking before escalating. It is more up to date than last-mile (LM) tracking and will often show movement that the LM tracking has not reflected yet. See Handling Order Status Inquiries for how to check both.
For core countries, a shipment is only classified as lost in transit once it has not been delivered more than 15 business days after the shipment date, and tracking has not been updated in the last 5 calendar days. Before that threshold is reached, the order is considered in transit.
If your destination is outside the core countries, lost in transit timelines vary by route. Contact our Customer Support team and we will check the estimated delivery date for your destination and advise on next steps.
Why tracking may stop updating
There are several reasons tracking can go quiet. Understanding which situation you are in helps you decide whether to wait or reach out.
Situation | What is happening | What to do |
No last-mile scan in the first 2–3 days after departure | Normal. There is a gap between the shipment leaving the origin and the local carrier scanning it at the destination facility. PDN provides tracking updates during this period. | Wait. This is expected. Check the FM tracking link in your portal for the most current status. |
The last scan shows the order arriving at a facility, then nothing for several days | The shipment may be going through customs clearance or awaiting a local carrier scan. This is common for international shipments. | Wait. Check the FM tracking for any customs or clearance events. If there is no update after 5 calendar days and the order is past its expected delivery window, contact the Support team. |
No tracking movement for 1–2 weeks, but within the expected delivery window | The shipment is still considered in transit. Carrier networks do not always push scan events at every stage. | Wait. Check your expected delivery window in Understanding Fulfillment & Delivery Timelines. If the order has not exceeded it, no action is needed yet. |
No tracking movement for 1–2 weeks and beyond the expected delivery window | The shipment may be delayed or experiencing a carrier issue. It does not yet meet the criteria to be classified as lost in transit. | Contact the Support team with the order ID, tracking number, and destination country. We will check the order and advise on the date it would qualify as lost in transit if still unresolved. |
No tracking movement for 5+ calendar days AND more than 15 business days since shipment | The shipment meets the criteria to be classified as lost in transit. | Your order may be considered as lost in transit. Contact the Support team for further instruction. |
Tracking shows the order is held at customs with no further updates | The shipment is in a customs hold. This can happen due to HS code issues, missing documentation, or destination country requirements. | We proactively email you a list of orders affected by customs holds, so check your inbox to track the status of your order. Contact Support if you need additional help. |
Checking first-mile vs. last-mile tracking
When tracking appears to have stopped, the first step is to check the FM tracking link in the Merchant Admin Portal, not just the LM link. FM tracking is updated directly from the carrier and is more current. LM tracking may lag by 24–48 hours or more. See Tracking Orders Using the Merchant Admin Portal for how to find both links.
When to escalate
Contact the Customer Support Team if any of the following apply:
The shipment has no tracking movement for 5+ calendar days and is past its expected delivery window.
The shipment has no tracking movement for 5+ calendar days and has been shipped for more than 15 business days.
Tracking shows a customs hold with no update for several days, and the Customer Support team has not yet been in contact.
The FM tracking shows an error, return, or unexpected status.
When you escalate, share the order ID, tracking number, destination country, and the date of the last tracking update. This allows us to check the order quickly and give you a clear next step.