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Lost parcels, lost business: 2 in 3 shoppers won’t reorder

Image © Sendcloud

The risk of a lost parcel is highest in November, when the odds of a package getting lost in shipment increases by as much as 40% compared to an average month, according to new data from shipping platform Sendcloud.

Missing parcels not only cause frustration for consumers but impact their loyalty to a brand. A Sendcloud survey of over 7,000 consumers found 55% of them seek a refund when a parcel fails to arrive, while 35% wish to receive their initial order after all.

Furthermore, two thirds of consumers (62%) refrain from reordering when a parcel does not arrive, with a quarter (24%) vowing never to patronise an online store again following a negative experience with the proposed carrier.

“The chance of a lost, damaged or stolen parcel increases dramatically during peak periods. Retailers not only face increased costs and heightened pressure on customer support, but also potential damage to their reputation. After all, if a parcel does not arrive properly, consumers come knocking on their door,” said Rob van den Heuvel, CEO and co-founder at Sendcloud

“While automation helps to minimise potential errors, it is worth considering insurance for valuable items like electronics and jewellery. Where retailers normally have to bear the majority of the costs of lost parcels themselves, insurance allows them to confidently cover any replacement costs to safeguard their reputation. By handling claims swiftly, merchants prevent a lost parcel from translating into a lost customer, securing peace of mind along the way.”

Citing figures from 2022, Sendcloud also forecasts a 41% higher probability in lost parcels during the final quarter of this year compared to Q3. While November may see the highest jump in failed deliveries, December follows right after, with a 21% higher risk of lost packages.

Read more: 70% of UK online shoppers have ‘lost’ parcels due to poor addressing, data shows

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