Tracking
What to check when parcel tracking stops updating
Check whether the carrier has received your parcel and which tracking number to use if another carrier takes over.
Sources reviewed
Start with the latest dated event in the carrier’s tracking record. UPS uses “Label Created” when it has received shipment details. Look for a later update that confirms the carrier has the parcel. An estimated delivery date is a separate piece of information. UPS tracking status guide
Check what the last update tells you
- Only a label appears. Ask the agent whether the parcel has been handed over and which carrier should have the first physical scan. Provide the parcel number and the date the label appeared.
- The parcel was scanned at a carrier facility. Record the last location and time. Check the estimated delivery window and any notice of a delay before asking the carrier to look for the parcel.
- Another carrier has taken over. Look for its name and a second tracking number in the record. Check whether the new carrier has a more recent update.
Give support a concrete question
Keep the parcel number, carrier, both tracking numbers if applicable, and the last scan together. Ask who last confirmed physical receipt and when the parcel becomes eligible for an investigation. If an exception asks for information, follow up through the carrier or account you can verify.
If tracking says the parcel was delivered and you cannot find it, use the missing delivery checklist.