When moving a high volume of shipments, all items are loaded into large containers which can be easily loaded on/off planes and other vehicles. The containers are tracked whilst moving through the network, which in turn updates the tracking of the items contained within. Should an item not be scanned when it entered a container, it will not show as departed, despite having left the depot. However, when the items are unloaded at the next sort facility, each item is then scanned again and should re-appear on the tracking.
Items typically only stop tracking temporarily and the issue should resolve itself within 24-48 hours. If the tracking does not update, the shipment may be in transit un-scanned, or the label may be damaged. If the tracking does not confirm all pieces are delivered, we will contact you to confirm if all pieces have been received and, if not, an investigation will be opened. If you have any concerns as to the location of an item, please do not hesitate to contact the Send My Bag team.
If you have any concerns to the whereabouts of an item, please do not hesitate to contact us.