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 businesses, helping your customers protect their deliveries is not only good customer service practice — 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 keeping packages safe from porch pirates.
Offer convenient pick-up options
If possible, provide your customers with alternative delivery options, like click-and-collect services or the ability to pick up their items at a local store, locker or parcel collection point. This eliminates the risk of packages being left unattended on doorsteps.
Default signature confirmation
For added security, consider making signature confirmation the default option for all deliveries. This ensures packages are only handed to the intended recipient or a designated person. Customers can opt out if they prefer, but by setting it as the default, you ensure added protection for more valuable items.
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
Provide tracking services and keep customers updated with email or text notifications about their delivery status. Real-time tracking alerts make it easier for customers to know when to expect their package, allowing them to retrieve it as soon as it arrives.
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, it’s important to note that businesses are not liable for theft once a package has been delivered to the customer’s specified address.
If a customer claims their package hasn’t been delivered, follow these steps:
Confirm delivery with the carrier
Contact the shipping carrier to verify the package was delivered. Request tracking confirmation or any available proof of delivery, such as a signature or timestamp. If the customer did not receive tracking notifications, make sure to check for any delivery updates in the system.
Provide evidence to the customer
Once you’ve confirmed delivery, share the evidence of the delivery confirmation with the customer. This helps provide clarity and transparency on where the package was left and can assist them in locating it.
Consider offering a gesture of goodwill
While businesses aren’t obligated to replace stolen packages, some may choose to offer a replacement or refund as a gesture of goodwill, particularly for loyal customers. This can help maintain customer satisfaction and build trust.
Clearly communicate your policies
Ensure that your return and shipping policies clearly outline your stance on lost or stolen packages. Transparency is key — let customers know at the time of purchase what you will and will not be responsible for. This helps manage expectations and avoid confusion down the road.
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.
