What Happens When Your Return Is Lost on the Way Back to Us? – Firstbase

A guide to how Firstbase handles returns that go missing on their way to our warehouse and what you can expect.

Author: CX

What Is a Lost in Transit Return?

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

The carrier has confirmed the shipment is lost after a scheduled pickup or dropoff.
There have been no tracking updates for a significant period of time, maximum 30 days
The shipment shows a status of In Transit, Out for Delivery, or Delivery Exception well beyond the expected delivery window (Example: Shipment shipped Aug. 27, and there have been no updates to the tracking by Sept. 27.)
Firstbase warehouse facilities have confirmed they have not received the equipment

This policy applies to any equipment shipped back to a Firstbase warehouse, including standard returns, employee offboardings, and the return leg of replacement orders.

Was your shipment lost on its way out to an end user instead?

That is a different process. See What Happens When Your Order Shipment Is Lost.

Why We Physically Verify Every Return

Our warehouse team inspects every incoming package. This step protects your account by making sure:

The exact, correct device is safely received
Packages arrive complete and free of missing or incorrect items
Equipment standards remain consistent across your company’s inventory

Because we need to physically verify the item to finalize a return, a credit cannot be issued until the device reaches us.

Pickup and Drop-Off Return Services

To avoid delays or issues with your return, please use only Firstbase-authorized drop-off locations. Accepted couriers and access points vary by region.

Region	Authorized Drop-Off Options
United States**	UPS services, including UPS stores, UPS Access Point locations, or scheduled pickups.
United Kingdom**	FedEx services, including FedEx stores, FedEx Access Point locations, or scheduled pickups. If we’re unable to send a Fedex return kit, and instead a UPS return kit is sent the following UPS Services would apply: UPS services, including UPS stores, UPS Access Point locations, or scheduled pickups.
EU**	UPS services, including UPS stores, UPS Access Point locations, or scheduled pickups.
Canada**	Both couriers are enabled for this region. For return specifics, please reference your return order ticket, or reach out to the Firstbase Support team to confirm. Purolator services, including Purolator stores, Purolator Access Point locations, or scheduled pickups. See note below. UPS services, including UPS stores, UPS Access Point locations, or scheduled pickups.
Australia**	StarTrack services, including StarTrack stores, StarTrack Access Point locations, or scheduled pickups.
APAC and LATAM***	Your CX team will provide region-specific instructions in your return order ticket. See note below.

**For drop-off instructions specific to your return, please reference the details provided by our CX team in your return order ticket.

***For pickup appointments scheduled by our local courier partners, please reference the details provided by our CX team in your return order ticket.

Three Things That Keep Your Return on Track

These three steps prevent the large majority of return issues. Skipping any one of them is the most common reason a return cannot be credited.

Use the Firstbase-provided label. Always ship with the label we send you. Do not substitute a personal or third-party label, or the label that was initially provided for your equipment order.
Follow the instructions in your order ticket. Your CX team confirms the right courier and drop-off location for your region.
Keep your drop-off receipt. If a device shows as missing in transit, that receipt lets our team follow up with the courier quickly. Applicable for the following regions: US, UK, EU, CA, and AU.

What Happens After a Return Goes Missing?

Our team proactively monitors all return shipments. You do not need to contact us to initiate tracking or open a case. Our CX team starts an investigation as soon as tracking stalls or stops updating.

Stage 1: Investigation

What we do depends on how far the package got before it stopped moving.

Shipment Scenario

Our Investigation Steps

Final Outcome

Unscanned packages (no initial courier scan)

We will make 3 attempts over 2 weeks to confirm the package was handed off to the courier.

If there are still no tracking updates after 2 weeks, the device is marked Lost in Transit, processed based on device type (see Stage 2), and the ticket is closed

Stalled shipments (scanned, but stopped moving)

Items lost in transit after pickup by local courier services.

We monitor tracking closely. If a package shows no movement for 30 days, we launch an internal warehouse search.

If the warehouse confirms the device hasn't arrived, the status is updated to Lost in Transit, we let you know the outcome, and the return ticket is closed.

Shows up late (arrives after the 30-day window)

If a missing device turns up at our warehouse after the investigation window closes, we update its status and reach out to you.

Outcome depends on the device type — see "What If the Device Arrives Late?" below

Stage 2: Confirmed Lost in Transit

Once the investigation closes without the device arriving, the return is confirmed as Lost in Transit. What happens next depends on the device type:

Hardware-as-a-Service (HaaS) Items:

The asset is marked as Lost in the platform so your inventory tracking stays accurate
The loss is categorized as a Customer Loss
A buyout charge applies and will appear on your next invoice
No return credit or refund is issued
Your CX team notifies you of the buyout details and closes the return ticket

Non-HaaS / Purchased Items:

The asset is marked as Lost in the platform
The loss is categorized as a Customer Loss
No buyout charge, no credit, and no charge applies
The return ticket is closed

Our policy agreement states it this way:

"Items that are part of a return will also be treated as a Customer Loss unless Firstbase confirms via the platform service that it has received such item into its possession."

Until we physically confirm that a device has arrived at our warehouse, we are unable to apply a credit or refund.

What If the Device Arrives Late?

If a device previously marked as Lost in Transit eventually arrives at our warehouse after the investigation window has closed, the outcome depends on the device type:

Hardware-as-a-Service (HaaS) Items:

The item is not restored to active HaaS inventory
No credit is issued for any buyout charge already applied
The device is classified as customer-owned
A return fee is charged for the late receipt

Non-HaaS / Purchased Devices:

A new return is created
A return fee is charged
The device is returned to your active inventory

What Counts as a Customer Loss?

A return that never reaches our warehouse is treated as a Customer Loss. This applies to:

Packages lost or significantly delayed by the shipping courier
Using an incorrect shipping label instead of the Firstbase-provided label
Dropping off at an unauthorized facility

How Do I Check on My Return?

You are always welcome to monitor your shipment’s progress directly within the Firstbase platform. Once the device has been received and processed, your portal will reflect a status of Return Completed.

You do not need to open a ticket to trigger an investigation. Our CX team is already tracking it.

Can Firstbase File a Claim for a Lost Return?

Firstbase does not file claims on behalf of customers for lost returns.

Because we cannot physically verify the contents of a package that never arrived at our warehouse, we have no way to validate what was shipped.

Since return labels are issued under Firstbase carrier accounts, customers are also unable to file claims independently.

If a return never reaches our warehouse, it is treated as a Customer Loss per our policy above.

Quick Reference Summary

Question	Answer
Do I need to report a missing return?	No. Our team monitors every return shipment and opens an investigation automatically when tracking stalls.
Will I receive a credit if my return never arrives?	No. Credit for the item requires physical receipt and inspection at a Firstbase warehouse. For the return service (action), you will not be billed because receipt of the item is required in order for this to be billed.
How long before a return is declared lost?	Unscanned packages: 2 weeks. Scanned packages that stop moving: 30 days.
What happens to the device in my portal?	The device will be marked as Lost and classified as a Customer Loss. If it's a HaaS (subscription) device, a buyout charge will appear on your next invoice. If it's a purchased device, there's no buyout, no credit, and no charge
What if the device turns up later?	HaaS device: It stays customer-owned, a return fee applies, and no buyout credit is issued. It will be returned to inventory and redeployed, so long as it passes return inspections. Purchased device: We'll open a new return, charge a return fee, and restore the device to your active inventory.
Which shipping label should I use?	Always use the label Firstbase provides. Using a personal or third-party label means your return may be treated as a Customer Loss.
What if I dropped off at the wrong location?	Drop-offs at unauthorized locations are treated as a Customer Loss. Always check your return ticket for the correct drop-off details.
Where do I find drop-off instructions for my region?	In your return order ticket, provided by your CX team.
Does this policy cover outbound shipments to end users?	No. That is covered in the article What Happens When Your Shipment Is Lost.
How do I ask about a specific return?	Contact Firstbase support via the platform or at support@firstbase.com.

Questions? Contact Firstbase Support at support@firstbase.com.

For a full look at our policies and service coverage, review Firstbase Policies. This document is for customer reference only. Full policy terms are available in your Firstbase service agreement.