A delayed order is annoying, but a package that's actually lost is a different story — the customer received nothing, and you need to offer a solution fast. This article gives a concrete step-by-step plan, separate from the regular "where is my order" questions that make up the bulk of your support volume.
When is a package actually lost?
Not every late delivery is a lost package. A rule of thumb: with most carriers, a package only counts as lost after a number of business days with no status update past the expected delivery date (often 5-10 business days, depending on the carrier and destination). Check the latest tracking status first before treating it as "lost" — read our guide on WISMO for the difference between a delay and a genuinely lost package.
Step-by-step plan for a lost package
1. Check the full tracking history
Look at the entire shipping journey, not just the latest status. A package stuck at "in transit" for days with no scan updates is a different signal than one that stopped at a specific sorting facility.
2. Open an investigation with the carrier
Every carrier has an official investigation process for missing shipments. File it as soon as possible — the longer you wait, the harder it becomes to trace the package.
3. Proactively inform the customer
Don't make the customer wait until they reach out themselves. A short, honest message that you're investigating and when you'll follow up prevents escalation and a flood of follow-up questions.
4. Offer a resolution
Once it's clear the package can't be recovered, you generally have two options: a reshipment or a refund. Through the Returnless integration, you handle these cases just like a regular return or refund request, directly from the conversation.
5. Document the conversation
Record what was agreed and when. With Bugalou, this is automatically attached to the conversation, so a colleague picking it up later sees exactly what's already been communicated.
How to prevent this from overwhelming your support team
- Send clear shipping confirmations with tracking — read our examples and templates
- Connect your shipping system (MyParcel, Picqer, Lightspeed) so the current status automatically appears next to the conversation
- Let the AI chatbot handle the first check-in — for a clear delay (not yet a genuinely lost package), the AI chatbot can already reassure the customer based on the current tracking status, before a team member needs to step in
- Use Returnless for smooth handling once a resolution is needed
Frequently asked questions
From when can I treat a package as lost? This varies by carrier, but usually only after 5-10 business days with no status update past the expected delivery date. Always check the latest tracking status first.
Do I always have to refund a lost package? That depends on your own policy and what the carrier compensates. A reshipment is often the more customer-friendly first option, with a refund as the alternative when that's not possible.
How do I prevent this from overwhelming my support team? Proactive shipping communication and an AI chatbot that knows current tracking data already catch the bulk of regular "where is my order" questions — read our WISMO guide for the full approach.
How much does Bugalou cost? From €49/month, with e-commerce integrations and the AI chatbot included. 14-day free trial.
This article was last updated in September 2026.
Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.
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