Lost in Transit
A shipment that cannot be located by the carrier and is presumed lost.
Definition
A lost-in-transit package is one where tracking shows no movement for an extended period and the carrier cannot locate the shipment. Standard protocol: wait 5–7 business days from last tracking scan before declaring lost.
Why It Matters for Shopify Brands
Lost packages are the most emotionally charged support situation — customers are upset and want fast resolution. Brands that handle lost packages with immediate acknowledgment and rapid resolution (replacement or refund) turn a negative into a loyalty-building moment.
Benchmarks
Lost package rate by carrier: USPS 0.5–1.5%, UPS 0.2–0.5%, FedEx 0.1–0.3%. Brands using carrier insurance recover the declared value of lost shipments.
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