More than one in three U.S. online shoppers have experienced a stolen package since 2020, with thieves making off with $8.2 billion worth of orders in the past year alone. This article explores how package theft damages trust and erodes brand loyalty beyond the dollar value of missing merchandise.

• Customers often blame the retailer or carrier—not the thief—making post-theft communication and support critical to retaining the relationship.
• Brands that respond quickly with empathy and prevention measures can turn negative incidents into stronger loyalty.
• The real costs appear in chargebacks, negative reviews, social media complaints, and lost customers.
• This guide covers behaviors, retention tactics, and practical steps to measure impact through NPS, CSAT, and repeat purchase rate.

Porch piracy—package theft from porches, lobbies, mailrooms, and other unsecured locations—has surged since 2020. According to Security.org’s 2025 Package Theft Report, one in four Americans has experienced package theft, with $8.2 billion in stolen orders last year alone. The average stolen package value rose to $222, driven by inflation and thieves targeting higher-value items.

Peak shopping seasons worsen the problem. During November-December, online shopping accounts for 21% of annual sales, and Cyber Monday sees a 49% spike in thefts. This leads to a flood of customer support requests when response times matter most.

The loyalty damage begins when a package is marked “delivered” but is missing at the customer’s door. From the carrier’s view, delivery succeeded; from the customer’s, money was paid with no product received. This disconnect erodes trust.

Not every country uses pickup locations at the same rate. Cultural habits, urban density, and "porch piracy" rates drive adoption.

A stolen package triggers shock, confusion, and frustration. Customers check tracking, search their property, ask neighbors, and review delivery instructions, often without success. Anxiety grows over whether the brand will believe them or help resolve the issue.

For example, a customer who ordered $220 shoes found an empty porch and spent days waiting for a neighbor to return the package before contacting the retailer, feeling vulnerable and worried.

Time-sensitive orders heighten emotions—stolen birthday gifts, medications, or limited-edition items cause disappointment and stress. Customers remember how brands handle these worst moments.

Package theft costs more than the item's value; it damages future revenue and reputation.

Customers often blame the retailer since the shipping process involves multiple handoffs. If brands respond defensively, customers feel abandoned and lose trust.

eMarketer reports 44% of theft victims order online less frequently, and 29% limit purchases to retailers offering theft protection like replacement policies or pickup options.

Consequences include chargebacks, negative reviews, social media complaints, and switching to competitors with secure delivery alternatives.

The first 24-72 hours after a theft report are crucial for loyalty.

An empathetic, proactive response lowers anxiety and builds trust. Clear, simple policies that promise to “make it right” reassure customers.

Speed matters—same-day acknowledgment and next-day resolution improve outcomes. Delays increase frustration and negative word-of-mouth.

Example response:

“Hi Sarah, I’m sorry your package didn’t arrive. I’ve initiated a replacement with expedited shipping at no cost. You’ll receive a new tracking number soon. How else can I assist?”

Effective policies balance fraud prevention and customer care:

Brands that over-deliver in recovery often gain stronger loyalty.

Effective tactics:

• Free replacement without extensive documentation.
• Expedited shipping on replacements.
• Discount codes for future purchases.
• Surprise upgrades or loyalty points.
• Follow-up communication to ensure satisfaction.

Prevention is key to reducing theft and support costs.

Measures include:

• Signature-required delivery for orders above $100-150.
• Secure pickup options or location services.
• Workplace delivery options.
• Tracking alerts via app or SMS.

Integrate secure delivery options at checkout, especially for high-risk ZIP codes, and educate customers on safe delivery practices.

Location services offer a convenient way for recipients to have packages delivered to secure pickup points instead of their home or business address. This reduces the risk of stolen packages and missed deliveries.

How It Works:

• The shipper selects a secure location service as the delivery option on the shipping label.
• The package is sent to a nearby participating retailer or secure pickup location near the recipient's address.
• The recipient receives a notification with the tracking number and can pick up the package at their convenience.
• The package is held securely for a set number of business days.

Benefits:

• Protects packages from porch piracy and theft.
• Provides flexibility for recipients to pick up packages on their schedule.
• Reduces missed delivery attempts and redelivery costs.
• Improves overall customer satisfaction and brand loyalty.

Customers can request package holds through several methods:

• Selecting the option during online checkout if available.
• Using delivery management tools to redirect a package to a preferred location.
• Contacting the shipper to request the package be held.

When picking up, customers must bring a government-issued photo ID and the tracking number. If the ID address does not match the package label, additional proof of address may be required.

Offering secure pickup locations is a proven way to prevent theft and protect loyalty. Via.Delivery specializes in redirecting shipments to secure location services and participating retailers.

Benefits of Via.Delivery:

• Packages held securely, reducing theft risk.
• Convenient pickup locations near home or work.
• Real-time tracking and pickup notifications.
• Fewer missed deliveries and delivery attempts.
• Enhanced customer satisfaction and brand loyalty.

Retailers can integrate Via.Delivery at checkout, empowering customers to choose secure delivery options, reducing stolen packages and improving experiences.

Understanding the distinction is important:

• Hold at Location: The shipper processes the label with the intent for the package to be held at a pickup location from the start. No delivery delay occurs.
• Redirect to Hold: The package is initially sent to a home or business address but is redirected mid-shipping to a hold location. This can cause a 24-48 hour delay.

Clear communication of this difference helps manage customer expectations.

Track metrics such as:

• Theft incident rates.
• Resolution times.
• Customer satisfaction scores (NPS, CSAT).
• Repeat purchase rates.

Segment customers by theft experience to identify trends and improve policies.

Empathy training and clear internal playbooks empower support teams to respond effectively.

Allow agents discretionary authority to approve replacements quickly.

Regular case reviews improve quality and consistency.

Invest in address verification, carrier monitoring, and partnerships with secure delivery networks including Via.Delivery.

Communicate theft-prevention options clearly to customers.

Build resilience with flexible delivery, transparent policies, and responsive support.

Should brands always replace stolen packages?
A balanced approach with courtesy replacements under $150-200 builds loyalty while controlling fraud.

How many theft incidents flag fraud?
More than 2-3 incidents per year at one address may require additional verification.

What if small shops can’t replace every package?
Set clear policies, offer signature delivery, and partner with secure pickup services like Via.Delivery.

How to talk about theft risks without scaring customers?
Focus on protection options and support, e.g., “We offer secure pickup through with a network of over 35 thousand pick up locations.”