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TL;DR: Tracking gaps are normal in international shipping — packages often go "dark" for 3-7 days during carrier handoffs, customs processing, or hub transfers. The key is knowing which gaps are normal (expected during specific transit phases) versus concerning (unusual duration, no logical explanation). Customer communication during gaps is critical: proactive updates prevent chargebacks. For truly stuck packages, have escalation paths and backup plans ready. The sellers with the best delivery success rates aren't the ones with perfect tracking — they're the ones who communicate well during imperfect tracking.

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Understanding Tracking Gaps

When tracking stops updating, one of these things is happening:

The critical insight: Most tracking gaps are temporary and expected. The package is moving; the tracking just isn't updating.

Phase 1: Origin Processing (China)

Common gap: 2-3 days between "departed facility" and "departed country" — airline consolidation time.

Phase 2: International Transit

Common gap: No updates during flight time (expected).

Phase 3: Customs & Destination

Common gap: 2-5 days during customs (especially for certain countries or during high-volume periods).

Phase 4: Local Delivery

Common gap: 1-3 days between customs release and first local carrier scan.

Normal Gaps: Don't Panic

Concerning Gaps: Take Action

Proactive Messaging

Don't wait for customers to ask. Send updates at key points:

Response Templates for "Where's My Order?"

When tracking is normal (just slow):

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"I just checked your tracking — your package is currently [status]. This is normal progress for international shipping. Based on current movement, you should receive it by [date]. I'll keep monitoring and reach out if anything changes."

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When tracking has a gap:

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"I see your tracking hasn't updated in a few days. This is common during [carrier handoff/customs processing/hub transfers]. Packages often go 'dark' for 3-5 days during this phase and then resume tracking. I'll keep an eye on it and follow up with you in [X] days if there's no update."

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When genuinely delayed:

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"I want to be upfront — your package is taking longer than expected. It appears to be [reason if known]. I'm actively monitoring this and will [action]. If it doesn't update by [date], I'll [next step]. I apologize for the delay."

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Step 1: Verify Tracking Information

• Correct tracking number?
• Right carrier website?
• Sometimes tracking transfers to local carrier with new number

Step 2: Check Multiple Sources

Step 3: Contact Carrier

If stuck 10+ days:

• Origin carrier: Check if package was actually shipped
• Destination carrier: Check if in their system
• Customs: Check for holds (if possible)

Step 4: Escalation Path

United States (USPS)

• Tracking often starts at US arrival, not China departure
• "In transit to next facility" can last 3-5 days (normal)
• Some packages skip scans between hubs

United Kingdom (Royal Mail)

• Post-Brexit, customs delays more common
• Tracking may not update until final delivery scan
• "We have your parcel" = it's in the UK

EU Countries

• IOSS packages move faster through customs
• Tracking handoff to local carrier can have 2-3 day gap
• Different carriers have different update frequencies

Israel

• HFD tracking provides clear updates
• Pick-up point notifications are separate from tracking
• Address changes may reset tracking

Nordic (Sweden/Finland)

• PostNord/Posti tracking is reliable
• Pick-up notifications come via SMS/email (not tracking)
• "Ready for pickup" = arrived at pickup point

Carrier Selection

Fulfillment Partner Role

Good partners:

• Monitor tracking proactively
• Alert you to unusual gaps
• Have carrier relationships for investigation
• Provide backup tracking options

Data to Track

How long before a package is considered lost?

Industry standard: 30-45 days without update. But practically, if no update for 21+ days and carrier investigation finds nothing, treat as lost.

Should I refund while tracking is still active?

If tracking shows movement (even slow), wait. If customer is threatening chargeback and tracking is stuck 14+ days, a proactive refund is often cheaper than a chargeback.

Can I speed up tracking updates?

No. Tracking is carrier-dependent. You can choose carriers with better tracking, but you can't speed up the updates themselves.

What if customer says "delivered" but they didn't receive?

Check: correct address, check with neighbors/building manager, check for photo confirmation. If all checks fail and tracking shows delivered, this is often attempted fraud or a carrier mis-delivery.

Why does tracking show a location far from the destination?

Hub routing. A package to Miami might route through Los Angeles (LAX hub). This is normal carrier logistics, not an error.

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Tracking gaps aren't failures — they're features of international shipping. The difference between sellers who lose customers and sellers who keep them isn't perfect tracking. It's communication.

The veteran approach:

1. Know what's normal — Different phases have different gap expectations
2. Communicate proactively — Don't wait for "where's my order?"
3. Have investigation paths — Know when and how to escalate
4. Track your data — Know your normal gap durations by route
5. Choose good carriers — Direct partnerships = better tracking

The best sellers aren't the ones whose tracking never stops. They're the ones whose customers never worry, even when tracking does stop.

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Last updated: January 19, 2026