InPost Tracking Not Updating? What to Do if Your Parcel Is Stuck
Push for a clear update, delivery, replacement or refund where appropriate.
Create My Refund Letter — £2.99 Not sure what to do? See My Next Step- Your last visible tracking update and expected delivery date.
- The correct retailer, marketplace or direct-InPost route.
- A request for the parcel to be traced and a clear delivery outcome.
- Refund, replacement or redelivery wording if the parcel remains undelivered.
InPost tracking not updating does not automatically mean the parcel is lost. Parcels can move between scan points without a new public update, a locker or shop collection can be delayed, or a parcel may still be making its way into the InPost network.
InPost tracking not updating — what to check first
- Open the official InPost tracking page. Confirm the parcel number and the last visible event.
- Check whether InPost has actually received the parcel. A label or order can exist before the parcel is physically in the InPost network.
- Screenshot the current status. Save the parcel number, last update, date, time and any expected delivery information.
- Check the retailer or marketplace account. It may show dispatch or delivery information that is not obvious on the public tracking page.
- Use the 72-hour point. If InPost has received the parcel and there has been no update for 72 hours, contact Customer Care.
- If the order is already late, contact the retailer or marketplace too. Ask them to investigate with InPost and confirm what happens if the parcel cannot be delivered.
Common InPost tracking problems and what they may mean
| Tracking problem | What it may mean | What to do |
|---|---|---|
| No update after dispatch | The parcel may not yet have reached InPost, or it may be waiting for its first network scan. | Ask the retailer or sender when it was physically handed over and keep checking the official tracking page. |
| InPost has received it but the status is unchanged | The parcel may be between scans or delayed in the network. | If there is no update for 72 hours after receipt, contact InPost Customer Care. |
| Locker or Shop delivery is taking longer than expected | There can be a collection, route, capacity or local delivery delay. | Save the tracking and ask for the latest location and delivery plan if the expected date has passed. |
| Return tracking has stopped | The return may be moving between InPost and the retailer without a fresh public scan. | Save proof of drop-off and ask the retailer to confirm whether the return has arrived or is being investigated. |
| Tracking later says delivered but you have no parcel | This is no longer just a tracking-delay problem. | Use the InPost delivered but not received guide. |
How long should InPost tracking take to update?
InPost does not promise a fresh public tracking scan every few hours. Updates appear as the parcel moves through the network and new events are recorded.
For parcels sent using InPost's UK sending service, InPost currently says parcels sent to an InPost Locker or Shop should arrive within 3 working days, while parcels sent to a home address should arrive within 4 working days. Returns should normally be back with the retailer within 5 working days, although a retailer may take longer to process the return after receiving it.
Those are useful reference points, but the most important test is whether the parcel is still within its expected delivery window and whether the tracking has gone quiet for 72 hours after InPost received it.
Why might InPost tracking stop updating?
Often temporary
- The parcel is between scan points.
- It has only recently entered the InPost network.
- A locker or shop collection is waiting for the next courier visit.
- The expected delivery date has not yet passed.
- An international parcel is still making its way to InPost.
More concerning
- No update for 72 hours after InPost received the parcel.
- The delivery estimate has passed.
- The retailer cannot confirm where the parcel is.
- The same status has remained for several days with no explanation.
- InPost or the retailer says an investigation is required.
Who should you contact — InPost or the retailer?
If you bought the item from a retailer or marketplace: report the problem to the retailer or marketplace and ask them to investigate with InPost. InPost's UK help pages tell customers with store or marketplace orders to report problems there first so the seller or platform can launch an investigation.
If you bought the InPost label yourself: contact InPost Customer Care directly and keep your booking, proof of drop-off, tracking and value evidence.
If the retailer arranged the delivery, you can use InPost tracking to gather information, but the retailer should still give you a clear outcome for your order.
What evidence should you save?
| Evidence | Why it helps |
|---|---|
| InPost tracking screenshot | Shows the parcel number, last status and lack of movement. |
| Order confirmation | Shows the retailer, item, value and delivery details. |
| Dispatch email or marketplace message | Shows when the sender said the parcel entered the delivery process. |
| Expected delivery date | Shows whether the order is already overdue. |
| Proof of drop-off | Important if you sent the parcel or return yourself. |
| Retailer, marketplace and InPost messages | Shows when you reported the issue and what investigation was promised. |
For a wider evidence list, see our missing parcel evidence checklist.
Short message to send if InPost tracking is not updating
Use this as a short first message to the retailer or marketplace:
Subject: InPost tracking not updating — order not received
Hello, my order has not arrived and the InPost tracking has stopped updating. The parcel number is [tracking number]. The last status I can see is “[last status]” from [date], and the expected delivery date was [date].
Please check the full delivery record with InPost and confirm whether the parcel is delayed, still moving through the network or missing. If it cannot be delivered, please confirm the refund, replacement or redelivery available for my order.
Keep the message factual. Do not say the parcel is definitely lost unless InPost or the retailer has confirmed that.
If the retailer says “just wait for tracking to update”
A short wait can be reasonable if the parcel has only just been dispatched and the expected delivery date has not passed. But once the order is overdue — especially where InPost has received the parcel and tracking has been silent for 72 hours — ask for an investigation and a clear deadline rather than an open-ended wait.
You can reply:
Please confirm the latest date by which the parcel will either be delivered, replaced or refunded if InPost cannot confirm movement or delivery.
If the retailer tells you to contact InPost yourself
You can contact InPost for tracking information, but if a retailer or marketplace arranged the delivery, ask them to investigate too and confirm the outcome for the order. If they keep passing you back to the courier, use our retailer says contact the courier guide.
Can you get a refund if InPost tracking is not updating?
If you bought from a retailer and the parcel has not arrived by the agreed delivery date or within a reasonable time, you may be able to ask the retailer for a refund, replacement or redelivery depending on the circumstances. A tracking page that has stopped moving does not remove the retailer's responsibility to resolve an undelivered order.
If you posted the parcel yourself, your route is different: you may need to use InPost's support or claims process and rely on your service terms, proof of posting, proof of value and tracking evidence.
Answer a few quick questions and we’ll show you who to contact, what to do next and what evidence to keep.
See My Next StepInPost tracking escalation checklist
- Screenshot the InPost tracking page.
- Confirm whether InPost has physically received the parcel.
- Save the last scan, expected delivery date and any locker or shop information.
- If there has been no update for 72 hours after receipt, contact InPost Customer Care.
- If a retailer or marketplace arranged delivery, report the issue there as well.
- Ask for a clear deadline for delivery, replacement, redelivery or refund.
- Escalate in writing if the problem remains unresolved.
Common mistakes to avoid
- Assuming a quiet tracking page means the parcel is definitely lost. Save the evidence and ask for an investigation first.
- Waiting without screenshots. Tracking statuses can change later.
- Ignoring the 72-hour point. InPost specifically says to contact Customer Care if there is no update for 72 hours after it received the parcel.
- Only chasing InPost for a retailer order. Report the problem to the retailer or marketplace too.
- Not saving proof of drop-off. This is especially important for returns and parcels you sent yourself.
InPost customer service
InPost currently lists the following UK support options:
- Customer Care phone: 0330 335 0950
- Online contact form
- 24/7 chatbot on the InPost website
When you contact them, have the parcel number, last tracking update, expected delivery information and any retailer or marketplace case reference ready.
Useful official pages
InPost tracking not updating FAQs
How long should I wait if InPost tracking is not updating?
InPost says that once it has received a parcel, tracking should update as it moves through the network. If there is no update for 72 hours after InPost received it, contact Customer Care.
Why has my InPost tracking stopped updating?
The parcel may be between scans, delayed in the network, waiting for a courier movement, or still making its way to InPost. A pause does not automatically mean it is lost.
Does 72 hours without an update mean my parcel is lost?
No. The 72-hour point is when InPost says you should contact Customer Care so they can investigate. It is not an automatic declaration that the parcel is lost.
Who should I contact first?
For a retailer or marketplace order, report the issue there and ask them to investigate. If you bought the InPost label yourself, contact InPost directly.
What if tracking changes to delivered but I still have no parcel?
Use our InPost delivered but not received guide, because that becomes a delivery-evidence dispute rather than a simple tracking-delay problem.