Knowledge Base Article: Shipment Tracking Stalled / Suspected Lost Package (FedEx) – Customer Requesting Refund
Summary of Customer Issue
The customer reported that their FedEx shipment showed no tracking updates since 04/14, leading them to believe the package was lost. They later received an email from FedEx indicating issues with the shipment and requested a full refund due to business urgency. Even after tracking briefly indicated movement, the customer noted tracking stalled again for 2 days and stated they would want a full refund if the package did not arrive that day.
Steps Taken by Support
- Reviewed carrier tracking history
- Confirmed there were no updates since 04/14 initially.
- Initiated a carrier investigation
- Filed a lost package claim with FedEx to trigger an investigation and attempt recovery.
- Advised the customer the investigation could take up to ~10 business days and to monitor tracking for updates.
- Followed up after customer provided FedEx email
- Rechecked tracking and found conflicting information: tracking showed the package was moving in transit again.
- Shared updated tracking details and a revised estimated delivery date/time window (Monday 4/27/26, EOD; estimated 9:30 AM–1:30 PM).
Final Resolution / Current Status
- A lost package claim was submitted and the shipment was later shown as back in transit with an updated estimated delivery date.
- The customer is continuing to monitor tracking and has indicated they will request a full refund if delivery does not occur as expected.