What to Do When Tracking Information Stops Updating: A Detailed Guide for Shippers

When you’re managing shipments whether for your business or as a logistics provider—the ability to track packages and monitor their journey is essential. But what happens when your tracking information suddenly stops updating? It can be frustrating, especially if you’re on a tight schedule or dealing with high-value goods. However, rest assured that a pause in tracking updates isn’t always a cause for concern. In fact, it’s a relatively common occurrence in the world of logistics. Here’s a detailed guide on what to do when tracking information goes silent and how to handle the situation effectively.

1. Understand Why Tracking Stops Updating
First and foremost, it’s important to understand why tracking information may freeze. Many factors can cause a halt in the flow of updates, and not all of them are negative. Here are a few possible reasons:

• Transit Delays Between Locations: Shipments, especially international freight, may not update when a package is in transit between distant locations or in transit hubs where updates are only processed periodically.
  
• Customs Processing: For international shipments, customs clearance can delay updates. Customs authorities may need to inspect goods, leading to a temporary pause in the tracking feed.
  
• Consolidation or Repackaging: In some cases, a shipment might be combined with others in a consolidation center or undergo repackaging, leading to a gap in tracking data.
  
• Infrequent Scanning or Updates: Not all freight services provide real-time tracking. Some carriers or transport modes (like sea freight) update tracking data at major milestones rather than during every step of the journey.
  

2. Don’t Panic—Delays Are Part of the Process

When the tracking information stops updating, it’s easy to assume the worst. However, delays in updates don’t necessarily mean something is wrong with your shipment. It’s common for updates to stop temporarily, especially if the package is transitioning between different carriers, ports, or checkpoints.
For example:

• Sea Freight often shows no updates for several days or even a week, particularly when crossing large bodies of water.
  
• Air Freight might show limited updates during layovers or airport processing.
  
• Road Shipments can also face delays in updating when the vehicle is in transit between smaller terminals.
  

3. Review the Last Known Update

Before taking any action, take a moment to carefully review the last update. The status could give you clues about where the shipment is and what’s happening behind the scenes.
For example:

• “Departed Facility”: The shipment has left a processing facility, but the next major update may not be until it reaches a new terminal.
  
• “In Transit”: This generally indicates the shipment is still on the move and may be waiting for further processing or transfer.
  
• “In Customs”: If this status appears, the shipment may be delayed due to customs procedures, which can sometimes take several days depending on the destination country.
  

By understanding the last status, you can gauge whether the situation requires immediate attention or if it’s just a normal pause in the journey.

4. Contact the Freight Forwarder or Carrier

If the tracking has been stuck for more than 48–72 hours (for domestic shipments) or up to 7 days (for international shipments), it’s time to reach out to your logistics provider or freight forwarder.

• Initiate an Investigation: Your logistics provider has access to internal systems and can offer a more detailed status update.
  
• Request Additional Information: They may be able to provide further clarity on the location of your goods and any delays.
  
• Check for Hidden Updates: Some updates might not be reflected in the online tracking system but could be available in internal databases.
  

If necessary, they may open a case with the carrier or investigate the cause of the delay, especially if it’s an issue like lost or misrouted cargo.

5. Double-Check the Tracking Number

It might sound basic, but sometimes a minor error like a typo in the tracking number can lead to inaccurate tracking results. Double-check the number and ensure it’s entered correctly.

• Verify Format: Different carriers have different tracking formats (e.g., alphanumeric codes), so make sure you're using the right one for the specific service you're using.
  
• Carrier-Specific Tracking Tools: Be sure you're using the correct tracking platform for the carrier handling your shipment, as some carriers have separate systems for tracking.
  

6. Consider the Type of Freight Service

Different types of freight services provide varying levels of visibility into shipments:

• Air Freight: Typically offers more frequent updates than sea freight, but can also have delays due to layovers or transfers.
  
• Sea Freight: Updates may be sparse, especially for long-distance voyages across oceans. Don’t expect frequent tracking updates until the shipment reaches a major port.
  
• Road Transport: Updates often occur at checkpoints or when the goods reach a terminal, so tracking might be less frequent.
  

Understanding the nature of your freight service will help you set expectations for when updates should be expected.

7. Ask for GPS-Enabled Tracking (If Available)

If you're shipping high-value or time-sensitive goods, ask your provider whether GPS-enabled tracking is available. Some modern carriers offer this option, providing real-time, location-based updates.
GPS tracking is particularly useful for:

• High-value shipments
  
• Urgent deliveries
  
• Specialized cargo requiring more precise monitoring
  

If your logistics provider offers this service, it’s worth considering, especially for critical deliveries.

8. Communicate with Your Customer

If you’re a business managing customer shipments, proactive communication is key. Customers will appreciate being kept in the loop about any delays and will trust you more for your transparency.
Here’s how to manage customer communication during tracking delays:

• Notify Customers Early: As soon as you notice a delay in tracking, let your customers know, especially if they’re expecting their goods within a certain timeframe.
  
• Provide Updates Regularly: Even if you don’t have new tracking information, continue to update customers on what you’re doing to resolve the situation.
  
• Offer Solutions: If there’s a serious delay, consider offering alternative solutions (like expedited shipping or a partial refund) to maintain customer satisfaction.
  

Conclusion: Stay Calm and Stay Informed

While tracking information freezing can be nerve-wracking, it’s often just a natural part of the shipping process. By staying informed and working closely with your logistics provider, you can resolve the issue and keep your shipments on track.
Remember:

• Delays in tracking updates are common and not always problematic.
  
• Review the last known status and understand the shipping method.
  
• Communicate regularly with your logistics provider and customers.
  
• Consider GPS-enabled tracking for more critical shipments.
  

Ready to Ship and Track Your Shipment?
At Electra Global Logistics Limited, we’re here to support you every step of the way. Our dedicated customer service team is available to assist with any tracking concerns and provide proactive solutions to ensure your goods reach their destination on time.