Help your customers prevent parcel theft this holiday season
The holiday season is one of the busiest times of the year for parcel deliveries, but it’s also when thieves are most active, looking for easy opportunities to steal packages. For retailers, helping your customers protect their deliveries is not only good customer service— it can also save them from the heartbreak of losing their loved ones’ Christmas gifts.
To help your customers avoid the inconvenience and frustration of parcel theft, here are some practical tips your business can share with them this holiday season.
Tips to help prevent parcel theft
Partner with reputable shipping carriers
Work with trusted carriers that offer flexible delivery options, real-time tracking services and strong customer support. These services not only ensure better delivery reliability but also give customers peace of mind as they can monitor their packages every step of the way.
Encourage specific delivery instructions
Ask customers if there is a secure area where their packages can be left, such as a side door, backyard or secure porch. Clear, detailed delivery instructions can make a big difference in reducing the risk of packages being stolen after delivery.
Offer convenient pick-up options
Where possible, provide alternatives such as click and collect, parcel lockers or collection points. These options reduce the risk of parcels being left unattended and can help minimise delivery-related enquiries and disputes.
Default signature confirmation
For added security, consider making signature confirmation the default option for all deliveries, or at least for expensive or sought-after products. This ensures packages are only handed to the intended recipient or a designated person.
Suggest alternate delivery locations
Encourage customers to consider having their parcels sent to a secure alternate address, such as their workplace or a trusted friend’s house. This way, packages can be received in a safer location, especially if the customer is away from home.
Offer real-time delivery tracking and notifications
Keep customers informed with tracking updates via email or text. Knowing when a parcel is due to arrive gives customers a better chance of collecting it promptly and can reduce follow-up enquiries to your business.
Use neutral packaging
Packages with eye-catching logos or labels can attract unwanted attention. We recommend using plain or discreet packaging, especially for high-value items. This can help reduce the risk of theft by making packages less noticeable to potential thieves.
Offer insurance for high-value items
For particularly valuable or high-ticket items, consider offering optional insurance or protection plans. This can give customers additional peace of mind and may encourage them to complete their purchase, knowing they’re covered in case something goes wrong.
What to do if a customer reports a missing package
Even with the best preventive measures in place, there may still be instances where a package is reported as missing. While you may be responsible for offering a refund or replacement if the item is damaged during shipping, responsibility for lost or stolen items can depend on the circumstances, so it’s important to review each case carefully and follow your business’s delivery and returns policies.
If a customer claims their package hasn’t been delivered, follow these steps:
Confirm delivery details with the carrier
Contact the carrier to confirm the delivery status and obtain any available proof of delivery, such as tracking updates, photographs, delivery notes or signature records.
Share available information with the customer
Provide any delivery information you have, including tracking details and proof of delivery. This can help customers locate the parcel or identify whether it may have been delivered to a neighbour or alternative location.
Assess the situation and consider your options
Review the circumstances of the delivery, your policies and any obligations that may apply. Where appropriate, you may choose to offer a replacement, refund or other goodwill gesture to support customer satisfaction.
Clearly communicate your policies
Ensure your shipping, delivery and returns policies are easy to find and understand. Setting expectations before purchase can help reduce misunderstandings if delivery issues arise.
While parcel theft can’t always be prevented, providing secure delivery options, clear communication and proactive customer support can help reduce risk during the busy holiday season. Taking these steps can improve the delivery experience for your customers and help protect your business from avoidable issues.
NZ Post
Retail NZ is proud to partner with NZ Post, one of New Zealand’s most trusted delivery providers. Explore their expert tips and resources to help your business navigate the holiday shipping season.
Get your retail business ready for Christmas
As the Christmas season approaches, Retail NZ is sharing all the information you’ll need to know for a successful holiday season. From public holiday entitlements to recruitment tips, customary closedowns, to security and loss prevention, take a look at our Christmas Hub.
