As an eCommerce business owner, you know the importance of reliable order tracking. 71% of online shoppers expect the ability to track their orders throughout the shipping journey, according to a 2020 ShipStation survey. The COVID-19 pandemic has only increased the demand for full visibility as more consumers turned to online shopping.
This makes FedEx Cross Border an appealing solution for merchants looking to expand globally. The service offers international shipping to 200+ countries and territories with tracking, customs support, and more. However, FedEx Cross Border tracking can sometimes fail to update, leaving sellers and shoppers in the dark.
In this post, I‘ll use my 10+ years of experience as a retail and eCommerce consultant to break down:
- How FedEx Cross Border tracking works
- 10 common reasons why tracking information may be missing or inaccurate
- Troubleshooting tips for getting your tracking back on track
Whether you‘re a long-time FedEx Cross Border user or considering it for your store, this guide will help you navigate tracking issues and keep your global customers happy. Let‘s dive in!
The Scale of Cross Border eCommerce
The market for cross-border eCommerce is massive and growing quickly. Research from Report Ocean projects the global cross-border B2C eCommerce market will reach $2.9 trillion by 2027, up from $960 billion in 2020. That‘s a compound annual growth rate (CAGR) of 17.3%.
Much of this growth is driven by the rise of online marketplaces that make it easy for shoppers to purchase items from international sellers. A Flow Commerce survey found that 68% of shoppers have purchased a product from another country in the last year.
However, cross-border selling introduces new challenges and complexities, especially when it comes to shipping and tracking. Packages must clear customs, which can introduce delays. Tracking information may be sparse for certain destinations. And when issues arise, both the seller and buyer are often unsure where to turn.
That‘s where a service like FedEx Cross Border comes in. By streamlining many of the tricky aspects of international shipping, it gives retailers a trusted route to access global markets.
How FedEx Cross Border Tracking Works
Once a merchant enrolls in FedEx Cross Border, it handles all aspects of getting the order to the customer‘s door, including:
- Currency conversion and fraud protection at checkout
- Generation of required customs paperwork
- Picking up the package from the seller
- Clearing the package through customs
- Final delivery in the destination country
Each package shipped with FedEx Cross Border is assigned a unique tracking number. Both the merchant and customer can use this number to track the package‘s progress on the FedEx website or mobile app.
Entering the tracking number should return key details like:
- The shipment date and expected delivery date
- Package status (e.g. label created, picked up, in transit, delivered, etc.)
- The origin and destination locations
- Customs clearance updates
Here‘s an example of what FedEx Cross Border tracking looks like:
[Insert screenshot of FedEx Cross Border tracking details]When everything goes smoothly, the tracking should update each time the package reaches a new checkpoint in its journey, such as arriving at a new FedEx facility. This allows for near real-time visibility.
However, tracking can sometimes be delayed, inaccurate, or missing altogether. In the rest of this post, I‘ll explain the most common reasons you may not be seeing the tracking information you expect.
10 Reasons Your FedEx Cross Border Tracking Isn‘t Working
Over my years advising online brands, I‘ve seen my fair share of shipping snafus. When it comes to FedEx Cross Border, here are the top culprits I see behind missing or broken tracking.
1. You entered the wrong tracking number.
This may seem obvious, but it‘s actually a very common mistake. FedEx Cross Border tracking numbers are typically at least 11 characters long. It‘s easy to miss a digit when copying it over from your shipping receipt.
Always double-check that you‘ve entered the tracking number correctly before assuming something is wrong on FedEx‘s end. Even one wrong character will make the number invalid.
2. The package hasn‘t been scanned by FedEx yet.
If you‘ve just shipped out an order or had it picked up by FedEx, it may not be in their system yet. A package must be physically scanned at a FedEx facility for tracking to activate.
Josh Greene, SVP of Global Logistics Solutions at cross-border shipping platform Auctane, advises merchants to wait at least a full business day before expecting to see tracking. "It‘s pretty common for there to be a delay between when a label is created and when we actually see that first scan from the carrier. Usually within 24 hours it will show up," he says.
3. The package missed a scan along the way.
With millions of packages moving through its global network each day, it‘s possible for FedEx to miss a scan here and there. Most of its scanning is automated, but human error can result in a package getting missed while moving through a facility.
If a package seems stuck at a particular location, this could indicate a missed departure scan. Give it 1-2 business days to see if it shows up at the next facility before taking action.
4. The package is stuck in customs.
Customs clearance is the most common point for cross-border shipments to hit roadblocks. Each country has different customs requirements and prohibited items. Even though FedEx Cross Border automatically generates customs documentation for most shipments, packages can still get flagged for additional screening.
You may see an exception message like "clearance delay" in your tracking details if customs officials are taking a closer look. In some cases, FedEx may reach out to the shipper or recipient to request more information.
If you believe your package is stuck in customs, contact FedEx Cross Border support for guidance. They can check on the customs status and advise you on next steps.
5. The package was lost or damaged.
It‘s every merchant‘s worst nightmare, but sometimes packages do get lost or damaged in transit. If you see no movement or updates on a Cross Border tracking number after several business days, it could indicate the package has gone missing.
FedEx data shows that 99.89% of its Cross Border packages are delivered successfully. But the small percentage that aren‘t can cause big headaches for affected sellers.
Before writing it off, contact FedEx to open an investigation. They can attempt to locate the package or determine if it was damaged. If the package doesn‘t turn up, FedEx will refund the declared value to the shipper.
However, it‘s important to know that FedEx Cross Border shipments are only covered for up to $100 unless you purchase additional coverage. "Shippers need to be aware of those limitations," says shipping consultant Krish Iyer. "You may still have to refund the full order cost to the customer, so it‘s good to consider insurance."
6. There‘s an error on FedEx‘s end.
Large logistics networks aren‘t immune from technical errors. If you‘re seeing tracking issues across multiple Cross Border packages, it could point to a system glitch or outage on FedEx‘s side.
This is a particular risk during peak shipping periods like the holidays. The influx of shipments can strain FedEx‘s network and cause intermittent tracking failures. For example, a 2020 post on the FedEx Cross Border forum reported the tracking system was down on Black Friday.
In these rare instances, there‘s not much to do but wait for FedEx to resolve the problem. You can monitor the FedEx Service Alerts page for official updates on tracking issues or contact support to inquire.
7. The destination country has limited tracking.
While FedEx Cross Border ships to over 200 countries, its tracking capabilities aren‘t equal across all locations. Coverage may be spottier in destinations with less developed logistics infrastructure.
Mike Richardson, VP of Product Management at Orderful, explains: "Many of these island nations in Southeast Asia or Eastern Europe struggle with that last mile. You may see the package has arrived in the country, but then it kind of goes dark because their local post doesn‘t have the technology to scan every step of the way."
If you‘re seeing limited tracking and the package has at least reached the destination country, it‘s likely still making its way to the customer. Refer to FedEx‘s listed transit times to set expectations on when it should arrive.
8. The seller used an untracked shipping service.
To manage international shipping costs, some merchants may opt for Cross Border services that don‘t include full tracking. FedEx Cross Border offers both tracked and untracked options.
As a buyer, if you‘re not seeing the expected tracking events, double check with the seller on what Cross Border service they used. They can clarify if the shipment qualifies for full tracking.
As a seller, it‘s important to set clear expectations with customers on whether tracking is included. Untracked services can be a cost-effective option in some scenarios, but make sure you‘re clearly communicating any limitations at checkout.
9. The package was handed off to the local postal operator.
For certain destinations, FedEx Cross Border passes off packages to the local mail service for final delivery. FedEx will get the parcel into the destination country, but the local postal operator is responsible for getting it to the recipient‘s door.
This arrangement means tracking updates may be sparse once the package arrives in the destination country. The local carrier may not provide the same frequency of tracking events as FedEx.
Unfortunately, there‘s no easy way for shippers or shoppers to access local tracking numbers for these handoffs. The best you can do is wait for the package to be marked as delivered. If it still hasn‘t arrived after the expected delivery date, you‘ll need to contact FedEx to open an investigation.
10. The tracking number was just created.
Finally, one simple reason for missing tracking information is that the label was just created. Even if the package was already picked up by FedEx, it can take up to 24 hours for a newly generated tracking number to show any data.
If you‘ve just received a Cross Border tracking number from a seller, give it one full business day before expecting to see activity. The same holds true if you‘ve just created a new label as a seller.
If tracking still hasn‘t updated after 24 hours, reach out to FedEx. They can look up the tracking number in their system and check if the package was scanned.
Troubleshooting Tips for FedEx Cross Border Tracking Issues
Now that you know the common causes of Cross Border tracking problems, what should you do if you encounter one? Follow these steps to get your tracking back on track.
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Double check the tracking number. Before anything else, confirm you‘ve entered the tracking number correctly. Pull up your shipping receipt and carefully compare the number. If you spot a typo, enter the correct number and see if tracking shows up.
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Wait 24-48 hours. If you‘ve just shipped a package or tracking seems stuck on a particular event, give it one or two business days before taking further action. Many tracking issues resolve on their own as the package progresses through FedEx‘s network.
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Check the customs status. If the package appears to be held up in the destination country, it may be awaiting customs clearance. Go to the FedEx Cross Border tracking page and enter your number. If you see an exception like "clearance delay," customs is likely the culprit.
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Contact FedEx Cross Border support. If it‘s been more than two business days with no tracking updates, it‘s time to contact FedEx. The quickest way to get help is by calling 1.800.462.3339. Have your tracking number ready and be prepared to verify your identity as the shipper or recipient.
FedEx support can access internal tools to check on the package‘s status and last known location. They‘ll be able to tell you if any additional information is needed to clear the package through customs or if it‘s possibly lost or damaged. Always get a case number for your call so you can easily follow up if needed.
If you‘re the recipient of a Cross Border package, it‘s usually best to contact the seller first when encountering tracking problems. They‘re the ones who generated the shipping label and paid FedEx, so they‘re best equipped to resolve any issues. Reputable sellers should be responsive and willing to contact FedEx on your behalf.
The Impact of COVID-19 on Cross Border Tracking
It‘s important to note that the COVID-19 pandemic has introduced new cross-border shipping challenges. Reduced air cargo capacity, local lockdowns, and safety measures have created backlogs across the global supply chain.
FedEx acknowledged pandemic-related delays in a March 2020 service alert, stating that "work and travel restrictions may affect shipments inbound and outbound to and from impacted areas, as well as shipments moving within those areas."
These disruptions have made tracking even more important for maintaining customer trust. Yet 32% of people are less likely to order from abroad now because of shipping delays and tracking concerns, according to a May 2021 survey by Logistyx Technologies.
As a seller in this uncertain environment, it‘s more critical than ever to set realistic expectations on shipping timeframes and proactively communicate any delays. Message customers as soon as you‘re aware of a tracking issue impacting their order. 78% of consumers say receiving proactive updates on shipping delays significantly improves their brand experience.
FedEx advises shippers to use the TotalTransit Time Map to check for any service disruptions before booking a Cross Border shipment. It lists any pandemic-related service suspensions and the expected number of additional transit days.
The Bottom Line
FedEx Cross Border can be a powerful tool for merchants looking to reach international audiences. But like any shipping service, it‘s not immune from occasional tracking mishaps. The culprit is usually an incorrect number, customs delay, or missed scan.
When tracking issues arise, taking proactive steps to investigate and communicating clearly with customers can go a long way in preserving their trust. In most cases, the package is still on its way and tracking will update within a few days.
As you grow your global eCommerce presence, it‘s important to view shipping and tracking reliability as a key part of the customer experience. Although you can‘t control every disruption, being transparent and solutions-oriented will set you apart in your customers‘ eyes.
For more expert insights on cross-border logistics and ecommerce trends, subscribe to my blog or connect with me on LinkedIn. Feel free to reach out anytime with questions!
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