Deliveries may disappear, but loyalty can appear with the right response.
Package theft is an unfortunate reality of the increase in online shopping, and while businesses can’t control what happens after a delivery, they can control how they respond. When a customer’s eagerly-awaited package goes missing, the problem is more than a lost item — it’s how the experience made them feel. Was their frustration met with empathy? Did the business offer a solution?
Related: How to turn a shipping mishap into a customer loyalty win
Most customers don’t blame businesses for the theft itself, but they do judge how it’s handled. A dismissive “not our problem” response is a quick way to lose a customer. On the other hand, stepping in with care and support shows customers that their experience matters to you.
The emotional toll of package theft
When a package is stolen, it’s important to recognize that the impact goes beyond a missing product. For many customers, it’s a violation of their personal space — their home. That sense of security, which something we all hold dear, is suddenly shaken. This can leave a lasting impression; one that is tied to their experience with your business.
While package thefts tend to peak during the holidays, it’s really a year-round issue. Customers worry about package theft no matter the time of year. And the rise of e-ecommerce retail has only intensified these concerns. Supply Chain 247 points out that 63% of Americans say they would do more online shopping if secure delivery options were available. That’s something to think about.
Customers don’t expect businesses to prevent every theft, but they do expect support when it happens. Your response to these situations can define how customers see your brand and determine whether they come back or move on.
Related: How to make returns work for your business and customers
Rebuilding trust after theft
Porch piracy is a growing concern, but it’s also an opportunity. Businesses that approach it thoughtfully can turn a frustrating moment into one that builds trust, loyalty and strengthens relationships. Here’s how:
Communicate clearly and proactively
Trust starts with transparency. Customers feel more secure when they know exactly what to expect from the moment they place an order. Provide detailed tracking updates and estimated delivery windows. You should also consider offering delivery options like signature-required drop-offs or secure pickup points. A HubBox survey reveals that 56% of customers prefer delivery pickup points to prevent porch piracy.
Ultimately, proactive communication can help set the right expectations and reduce anxiety. And if something does go wrong, customers are less likely to feel blindsided.
Respond quickly and empathetically
When a package goes missing, the speed and tone of your response can turn frustration into appreciation. A quick resolution shows customers that their experience matters to you.
First, acknowledge the inconvenience and reassure customers that you’re there to help. Then offer replacements, refunds or store credit based on what makes the most sense for your business. Parcel insurance can help you provide these solutions without straining your resources, allowing you to focus on customer care.
Related: Understanding Parcel Insurance
Empower customers to protect deliveries
While you can’t control what happens once a package leaves your hands, you can equip customers with tools and tips to minimize risks. Consider sharing advice on safe delivery options, like choosing pickup lockers or secure drop-off locations. And offer tips on using video doorbells or providing clear delivery instructions to carriers. A 2023 survey by home security company Vivint found that 87% of customers with video doorbells reported no stolen packages.
These small steps show that you’re looking out for their best interests and care about more than just making the sale.
Build trust through every interaction
Every package theft is an opportunity to show customers what kind of business you are. Will you treat them like just another transaction, or will you go the extra mile to make things right? When a customer expects a fight over a refund but receives swift, helpful service instead, that’s the kind of memorable experience that turns frustration into loyalty.
Winning customer loyalty, one stolen package at a time
Porch piracy is a frustrating reality, but it doesn’t have to define the customer experience. The key is to respond with care, clarity and solutions. When customers see that you’re on their side, it builds trust that lasts far beyond a single transaction.
With tools like parcel insurance and a strong approach to customer service, you can handle the rise in porch piracy with confidence — and even turn these moments into opportunities for growth.
Ready to learn more about how Parcel Insurance Plan can help you protect your business and your customers? Let’s start the conversation.
