How to Track an International Package When It Goes Silent

Attempting to track an international package that has gone silent is one of the most frustrating experiences in logistics. The tracking page says “In Transit.” It has said that for eleven days. Nobody at the carrier answers the phone. Here is what is actually happening, and what you can do about it.

Why Tracking Goes Silent

International packages often stop updating when they change hands between carriers. A shipment might travel with FedEx domestically, hand off to a partner airline, and then enter the destination country’s postal system — each with its own tracking infrastructure. Furthermore, customs holds frequently appear as tracking silence: the package is physically somewhere, but no scan has occurred because it is waiting for clearance.

In most cases, a package that stops updating for 5–10 days is not lost. It is either at a customs facility, in a sorting hub backlog, or in transit on a leg that does not produce real-time scans.

Step 1: Check the Destination Country’s Postal Tracker

The easiest first step when you cannot track an international package is to enter the same tracking number into the destination country’s national postal carrier website. For example, if you shipped to Germany, try Deutsche Post. If you shipped to Japan, try Japan Post. Consequently, you will often find scan events that did not appear on the origin carrier’s tracker.

Step 2: Contact the Origin Carrier Directly

Not the website contact form. Call the freight inquiry line and ask specifically for the last scan location and whether the shipment is showing as cleared or held at customs. In addition, ask for the Air Waybill number if you only have a tracking number — the AWB is sometimes necessary to pull up the full movement record.

Step 3: File a Formal Trace Request

If more than 14 business days have passed since the expected delivery date, file a formal trace request with the carrier. This is different from a complaint. A trace request triggers an internal investigation that follows the physical movement record, not just the scanning system. Most carriers have a 30-day resolution window. Moreover, filing a trace creates a paper trail that is necessary if you eventually need to make an insurance claim.

For high-value shipments, work with a freight forwarder who can escalate on your behalf. See our guide on choosing a freight forwarder or contact Dolphin Express directly if your shipment is stuck. External resource: Universal Postal Union tracking tools.