A guide to how Firstbase handles lost in transit shipments and what you can expect.

Last Updated: July 23, 2026

What Is a Lost in Transit (LIT) Shipment?

A shipment is considered Lost in Transit when one or more of the following is true:

• The carrier has confirmed the shipment is lost
• There have been no tracking updates for a significant period of time maximum 7 days
• The shipment shows a status of In Transit, Out for Delivery, or Delivery Exception well beyond the expected delivery window
• The end user has confirmed they have not received the equipment

This is different from a Warehouse Loss, which occurs when inventory that was previously confirmed at a Firstbase warehouse cannot be physically located. Both are handled with urgency, but through slightly different processes.

Let Us Know Within 3 Business Days

If your order arrives damaged or doesn't arrive at all, please reach out to us within 3 business days of the delivery date shown on your tracking information or estimated delivery date. 

This window matters — reports submitted after 3 business days fall outside our claims policy, which limits our ability to offer credits or fee waivers for the shipment.

To get started, contact your support team (support@firstbase.com) or reach out directly through the Firstbase platform. Just include your order details, tracking number, and a brief description of what happened, and we'll take it from there.

What Happens After You Report a Loss?

When a delivery is flagged as potentially missing—either through your own report or via Firstbase’s proactive tracking—it enters the Suspected Loss phase.

Stage 1 — Suspected Loss

When a loss is first reported or identified, Firstbase opens an internal investigation. At this stage:

• Firstbase notifies the relevant logistics and operations teams and opens a carrier investigation where applicable
• You will receive a communication from the Firstbase support team confirming the investigation is underway
• You will be given the option to place a new order while the investigation continues — this is recommended if the equipment is needed urgently
• No credit is issued at this stage — Firstbase will not confirm a credit amount until the loss is formally confirmed

If you need the equipment urgently, placing a new order at this stage is the fastest path to resolution. The original shipment investigation will continue in parallel.

Stage 2 — Confirmed Loss

Once the carrier or warehouse has confirmed the item is lost, Firstbase moves to the confirmed loss process. The steps are:

1. Firstbase confirms whether the item is Firstbase-supplied or customer-supplied.
2. For Firstbase-supplied items: Firstbase retrieves the invoice value internally.
3. For customer-supplied items: Firstbase will contact you to request the original purchase invoice. You have up to 1 week to provide it. If no invoice is received within 1 week, Firstbase will conduct a Fair Market Value (FMV) assessment using platforms such as Back Market or eBay.
4. The credit value is calculated based on the invoice or FMV value and the depreciation schedule below.
5. The item is archived in the Firstbase platform as Lost in Transit.
6. Firstbase communicates the credit amount to you and applies it to your account.

How Is My Credit Calculated?

Credits for lost items are based on the original invoice value, adjusted for the age of the device at the time of loss. Age is calculated from the date the device was purchased — not the date it was manufactured.

If your device is on a HaaS (Hardware as a Service) subscription, the credit process works differently. Once the item is archived, it is removed from your billing entirely. You will not receive a separate credit — the net result is that you are no longer billed for the lost item going forward.

What Credit or Action Can I Expect?

The credit or action you receive depends on where the loss occurred and what type of item was lost. The table below outlines what applies in each scenario.

What Is the Timeline?

The timeline for resolving a lost in transit case depends on the carrier, region, and whether a carrier investigation is required. Here is what you can generally expect:

Your credit is processed in parallel with any carrier claim. You do not need to wait for the carrier claim to be resolved before receiving your credit from Firstbase.

Quick Reference Summary

Questions? Contact Firstbase Support via the platform or at support@firstbase.com

This document is for customer reference only. Full policy terms are available in your Firstbase service agreement.