How do you handle cross-border orders when tracking stops updating

Cross-border orders get messy when tracking sits still for a few days. Customers do not care which carrier has the package; they just see no movement and start asking if the order is lost. I try to answer with the exact stage, not a vague "please wait." If it is waiting for first scan, customs, or local handoff, I say that clearly. The hard part is deciding when to reship or refund before the…