How long before a package counts as lost in transit?

There is no single rule. Most stores and carriers start treating it as lost when tracking has not updated for a week or more past the expected date. Check your carrier's own window before you file.

Who files the claim with the carrier, the store or the customer?

Usually the store, because it bought the label and holds the shipping contract. The customer only confirms that the package never arrived.

Should we send a replacement before the claim is settled?

That is a policy choice. Replacing right away keeps the customer, and waiting protects margin on expensive items, so many stores set a value above which they wait.

What if the lost package turns up after we replaced it?

Decide in advance whether the customer keeps it, returns it or pays for it, and say so in the replacement message.

Lost package email template

What to say when a package stops moving.

Keep the customer informed while your team checks with the carrier and chooses the fix.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A package is usually treated as lost when tracking has not moved for a week or more past the expected delivery. Tell the customer you have noticed, that your team is checking with the carrier, and when they will hear about a replacement or a refund.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailWe are on it

Subject: We are looking into order.name

Hi customer.first_name, I am sorry, order.name has not moved for longer than it should. The last update from order.tracking.carrier was: order.tracking.status. I have passed it to our team, who will check with the carrier. You will hear from us by the end of the next business day with next steps, which could be a replacement or a refund. You can see the tracking here: order.tracking.url Thanks for bearing with us,

ChatShort reply

I am sorry, order.name has stopped moving with order.tracking.carrier. Our team is going to check with them and will get back to you by the end of the next business day with a fix.

Internal noteBefore you reply

Possible lost package: order.name, order.tracking.carrier order.tracking.number. Last status: order.tracking.status. Customer told to expect an update by time. Next: open a trace with the carrier, then send a free replacement from the order or a refund.

When to send this

They ask about the packageYour order status or missing package topic is detected.

Shipped, not deliveredTracking exists is true, and shipment status is not delivered.

No scan in two weeksTracking last updated is not in the past 2 weeks.

Example conversation

Customer

My tracking has not changed in almost three weeks. Is my order lost?

Aide

I am sorry, #1042 has stopped moving with the carrier. Our team is going to check with them and will get back to you by the end of the next business day with a fix.

✓Handed to your team · Order #1042

Frequently asked questions

: There is no single rule. Most stores and carriers start treating it as lost when tracking has not updated for a week or more past the expected date. Check your carrier's own window before you file.
: Usually the store, because it bought the label and holds the shipping contract. The customer only confirms that the package never arrived.
: That is a policy choice. Replacing right away keeps the customer, and waiting protects margin on expensive items, so many stores set a value above which they wait.
: Decide in advance whether the customer keeps it, returns it or pays for it, and say so in the replacement message.

Order delayedLate before shipping, or late in transit.Email · Chat · Internal note Delivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal note Tracking not updatingLabel created but no scans, or no tracking at all.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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