LaserShip tracking status

LaserShip tracking not updating: why, and what to do

The short answer

Keep an eye on it

Silence on a LaserShip number is not yet a lost package, but a stall past the expected date needs attention. OnTrac, which handles these numbers now, says to act once a status has not changed for 3 business days. A message that it cannot be found may follow.

When to act: If the last scan with a city is more than 3 business days old, file a complaint and we send it to LaserShip.

Also shown as: “Unable to Locate package” · “Lost in transit”

What to do now

Enter the number on OnTrac's tracking page as well as any LaserShip link you were sent, and compare the latest line on each.
Check the number itself. LaserShip's FAQ listed numbers starting with 1LS, LS, LX or BN, and what you enter must be the tracking number, not the order number.
Write down the date of the last line with a city, and ignore lines that only move the delivery date.
Keep your order number, the expected date and a screenshot from each day it stays the same.
Still not sorted? File your complaint here. We write it with you and send it to LaserShip, so you do not have to chase it yourself.

Start my complaint

No update for days with another courier

What is going on

A LaserShip number now goes in OnTrac's tracking page, and the older LaserShip table shows the same kind of lines. New lines appear only when something scans the package, so a stall means no site or driver has scanned it. Lines that move the date, or a 'Notification' line, can make it look active, so go by the last one with a city.

No number of days makes a package officially lost. People report messages such as 'Unable to Locate package'. One customer says a live chat agent had no idea where the package was and pointed them to the seller, who had already refunded them. Another got an email saying OnTrac 'couldn't confirm control of the package', and then a refund from the retailer. In shared reports a refund or replacement often follows such a message, though one person says an order marked lost did still arrive.

Why it happens

A site that did not scan it
Hours or days on a truck between sites
A sort to the wrong site
The package cannot be found at the site where it was last scanned

What usually happens next

The next site's scan or 'Out for Delivery' would normally come next. If the stall goes on, expect a line or a message saying it cannot be located, and then a replacement or refund through the seller.

Other LaserShip statuses

Arrived at Final Servicing FacilityNormal
ExceptionKeep an eye on it
Delivery attemptedKeep an eye on it
Delivered but not receivedTake action

All LaserShip statuses →

Who is responsible for a late or missing package from LaserShip?

When you bought from an online shop, that shop hired LaserShip, now OnTrac, so putting right a late or missing package is in most cases its job, through a replacement or a refund. The carrier's terms, published in the name of LaserShip, Inc. dba OnTrac Final Mile, say claims must be submitted by the shipper, and tell anyone receiving a package to go to the company that shipped it.

For a package you sent yourself on a LaserShip or OnTrac account, the same terms govern it unless either company has a separate written agreement with you. Compensation for loss, damage or misdelivery stops at the replacement cost or $100 per parcel, whichever is lower, and no arrival date is promised.

Questions about “Tracking not updating”

Why is my LaserShip tracking not updating?

Lines appear only when the package is scanned, so a missed scan or a long road leg shows up as silence. OnTrac, which LaserShip now trades as, tells people to act once a status has not changed for 3 business days.

Is my LaserShip package lost?

Nothing fixes a day when it counts as lost. A strong sign is a message saying it cannot be located or that control of the package cannot be confirmed. People report sellers refunding around that point.

Who pays if LaserShip loses my package?

Usually the shop you bought from, since it is LaserShip's customer. LaserShip's terms tell people receiving a package to ask the company that shipped it for a replacement or refund. Keep your screenshots as proof.

Does a LaserShip number still work now it is OnTrac?

OnTrac's FAQ lists the same starts as LaserShip's older FAQ did, 1LS, LS, LX and BN, and says to enter the number on its tracking page. An email shared by one customer shows OnTrac handling a 1LS number.

Based on

OnTrac: Frequently Asked Questions (final servicing facility, tracking number prefixes, reattempts)
OnTrac press release: LaserShip and OnTrac Unveil New Name and Brand Identity
OnTrac: Additional Terms and Conditions (three attempts, claims by the shipper, signatures)
Reddit: 'cannot confirm control' of a package, after a seller refund
Reddit r/ontrac: 'Unable to Locate package'
Reddit r/ontrac: delivered after being marked lost
Reddit r/ontrac: history with 'Notification' lines
LaserShip: Frequently Asked Questions, archived copy (number prefixes, what attempted means, pick-up on request)
Reddit r/ontrac: OnTrac email about a 1LS number
Reddit r/ontrac: email saying it 'couldn't confirm control of the package', then a refund
OnTrac: Service Terms and Conditions, with LaserShip, Inc. dba OnTrac Final Mile as the party