What each scan actually means, which silences are normal, and the point at which you should act.
A tracking page is not a live map. It is a list of moments when a barcode was scanned somewhere in the network, and nothing appears between those moments. A parcel crossing Europe on a truck overnight is moving perfectly normally while showing no new events at all, because there is no scanner on the motorway.
Understanding that changes how you read the page. Gaps are not evidence of a problem; repeated or stalled statuses are. A parcel that scans into a hub and then scans out again the same day is behaving exactly as intended. A parcel that has shown 'in transit' at the same location for four days is not.
Wording differs between carriers, but the underlying stages are broadly the same.
| Status | What it means | Should you act? |
|---|---|---|
| Label created / information received | You have booked and the label exists, but the carrier does not physically have the parcel yet. | Only if it stays here after your drop-off or collection |
| Collected / picked up | The parcel has been scanned into the network. This is your proof of handover. | No — this is the clock starting |
| In transit | Moving between facilities. Long gaps here are normal, especially on long-haul legs. | Only if it repeats at the same location for several days |
| Arrived at / departed facility | Routine hub scans as the parcel moves through the network. | No |
| Customs clearance in progress | The parcel is with the destination's customs authority. Applies to non-EU routes only. | If it persists, check whether duty or documentation is outstanding |
| Held at customs | Clearance needs something: a document, a clarification or a payment. | Yes — find out what is required |
| Out for delivery | On the delivery vehicle for today. | No — make sure someone can receive it |
| Delivery attempted | Nobody available, or the address could not be accessed. | Yes — arrange redelivery or a pickup point |
| Exception / delay | Something interrupted the normal flow: address issue, damage, weather or network disruption. | Yes — read the detail and contact the carrier |
| Delivered | Handed over, usually with a signature or a photo depending on the service. | Check it, and inspect the parcel before signing where possible |
Silence in tracking is normal in three specific situations, and recognising them saves a lot of unnecessary worry. The first is any long-haul leg — a truck crossing Europe or a flight between continents produces no scans while it is under way. The second is the weekend, when many facilities do not process and nothing moves. The third is the period immediately after drop-off, when a parcel shop may hold parcels until the carrier's own collection run, which can be several hours or until the next day.
What is not normal is a status that repeats without progressing. 'In transit' appearing at the same facility for several consecutive days, repeated 'delivery attempted' entries, or an 'exception' that never resolves all indicate that something needs human intervention. These are the moments to contact the carrier with your tracking number rather than waiting.
The other genuinely actionable pattern is a customs status that persists. Clearance holds almost always need something from someone — a clearer description, a document, or payment of duty. They rarely resolve on their own, and the longer they sit the more likely storage charges become.
This tells you where the parcel actually is and how long it has been there, which determines everything else.
A weekend, a long-haul leg or a recent drop-off awaiting the carrier's collection run all explain silence without indicating a problem.
Weather, strikes and peak congestion affect whole lanes at once. If the route has a known issue, the parcel is not individually lost.
Holds need an action — a document, a clarification or a duty payment. Identify which and supply it rather than waiting.
Have your proof of handover ready: the drop-off receipt or the collection scan. Any investigation starts from these.
If the parcel has not been delivered within a reasonable period beyond the estimated date, report it in writing so a formal claim can begin.
Treating a gap in scans as a lost parcel — long-haul legs and weekends produce no events at all.
Assuming 'label created' means the carrier has the parcel. It only means the booking exists.
Waiting on a customs hold to clear by itself. Holds need an action from someone.
Ignoring repeated 'delivery attempted' entries, which usually mean the recipient cannot be reached.
Discarding the drop-off receipt, which is the evidence any investigation depends on.
Signing for a visibly damaged parcel without noting the damage on the delivery receipt.
Most often because the parcel is on a long leg with no scanning points, or a weekend has passed. Tracking records scans rather than continuous position, so gaps are normal. What is not normal is the same status repeating at the same location for several days.
The parcel is moving between facilities within the carrier's network. It is the broadest and most common status and covers everything between collection and the final delivery hub. Long gaps under this status are expected on long-distance routes.
Find out what customs is waiting for. It is almost always one of three things: a clearer description of the contents, a document that was not supplied, or an outstanding duty and VAT payment. These holds rarely resolve on their own, and storage charges can accrue while they sit.
Check whether it was left in a safe place, with a neighbour or at a nearby pickup point, and look at the proof of delivery — many services record a signature or a photo. If none of those explain it, report it to the carrier promptly, because time limits apply to claims.
Note the damage on the delivery receipt before signing. Failing to do so significantly weakens any later claim. Damage that only becomes apparent after opening must be reported in writing promptly — see the claims policy for the full procedure and time limits.
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