Every week, we handle 1000s of "where's my package" tickets.

Here's what USPS doesn't want you to know:

You get a tracking update that says "In Transit, Arriving Late."

Then nothing. For days. Sometimes weeks.

You call USPS. 129 minute wait time. They tell you to file a Missing Mail Search.

You file it, get a confirmation email and a "Search ID," then nothing again.

You give them the Search ID and they say "We've received your request and are currently searching for your mail."

They can see exactly where your package is. Which truck it was on and which facility it's sitting in.

But that information is "Not available to the public."

So you wait. And the system auto-generates fake updates like "still moving through the network" even when it's not moving at all.

Meanwhile, the seller has to decide: refund now and eat the cost? Wait and hope? Ship a replacement?

We run customer support for e-commerce brands.

Last week one of our clients had a package vanish. "Male Health Supplements" heading to Fort Worth.

Our protocol:

1. Filed the Missing Mail Search through our USPS business account (not the customer's problem to figure out)
2. Asked the customer if they want a refund or replacement? Their choice.
3. Added the customer's address to the search so if USPS finds it, it goes straight to them as a nice surprise
4. Kept the brand informed without making them chase USPS
5. Total time for the customer: one message.

One trick if you're working with USPS:

You can file Missing Mail searches as the shipper through a USPS business account. You get more visibility, faster responses, and you can manage it on behalf of your customers.

We onboard every client into ours so when packages vanish, we handle it. Not your customer.