When delivery fails, loyalty does too

Protect every package, every margin, and every relationship.

It used to mean comfort: a welcome mat, familiar footsteps, the feeling of coming home.

Today, that same doorstep is where trust can disappear along with the package.

In 2024 alone, more than 120 million packages were stolen, totaling an estimated $12–16 billion in losses—a 34% spike from the year prior. In cities like Houston, residents reported over 1.5 million incidents, with theft-related losses surpassing $200 million.

This isn’t just a logistics problem; it’s an emotional one. 65% of Americans now report heightened anxiety about package theft. What was once rare is now routine. Delivery day no longer guarantees peace of mind. 

In 2025, every order confirmation carries an asterisk: will it actually arrive?

Blame it on a perfect storm. 

Ecommerce growth, inconsistent delivery methods, and unattended drop-offs have opened the door to theft, and fraudsters have quickly learned how to walk through it. Add booming resale markets and minimal consequences, and you’ve got what experts now call a porch piracy epidemic.

But it’s not just consumers who are paying the price. 

“I was watching the delivery happen on my Ring cam,” said Kara Thompson, a mother of two in Charlotte. “Before I could even get to the door, someone else already had. And the brand’s response? ‘Sorry, not our fault.’ I never shopped there again."

Each stolen package isn’t just a loss, it’s a loyalty breaker. And in today’s hyper-competitive market, one bad delivery experience can be enough to send a consumer packing for good.

Historically, shipping insurance didn’t help; it often made things worse. Consumers were sneakily auto-enrolled, felt misinformed, and left chasing complicated claims. What should have built trust instead created friction.

The hidden cost of every missing package

When a delivery fails, it’s the brand that bears the weight, financially and reputationally.

Most retailers reship the item or issue a refund—not because they have to, but because they know trust is fragile. And once it breaks, it’s hard to rebuild. According to Narvar research, 84% of consumers say a single bad delivery or return experience can push them away from a brand for good.

And the costs add up fast. Over 30% of all returns in 2024 were linked to shipping issues—from delays and damage to outright theft. Behind every refund is a support ticket, a disappointed consumer, and a margin that just got thinner.

These aren’t isolated incidents. They’re compounded losses. The lifetime value of a loyal customer can be five times higher than that of a one-time buyer. When delivery fails, so does that potential.

For many retailers, delivery claims have quietly become a growing line item—and a growing liability.

Introducing Narvar Secure

Narvar Secure is built for the realities of modern ecommerce, where porch piracy, delivery delays, and damaged goods are no longer exceptions, but expectations.

It’s not just insurance. It’s how you turn a frustrating delivery moment into a loyalty-building one.

Because Narvar owns the entire post-purchase journey, we embed insurance at the moments that matter most: cart, checkout, and tracking, without adding friction. Consumers stay in control. Your brand stays consistent, from click to claim.

Like 1,500+ leading brands already do, you can rely on Narvar to own the moments that shape customer loyalty and safeguard your margins.

We handle the claims. We make the decisions. We take the burden off your team, so you don’t have to trade trust for efficiency.

No hold music. No ticket backlog. No erosion of trust.

What Narvar Secure unlocks:

1. Protect Revenue: Shift the cost of lost, stolen, or damaged packages off your balance sheet. Narvar manages the entire claims process, including fraud filtering and payout; so, your margins stay protected and your team stays focused.
2. Drive Revenue Growth: Turn shipping insurance into profit. With a 25%+ consumer opt-in rate, Narvar Secure creates a new revenue stream from day one, built on a revenue-share model that grows with you.
3. Increase Operational Efficiency: Let Narvar take the weight off your support team. Our branded, self-service claims portal handles ticket deflection, intelligent decisioning, and claim payouts, resolving issues faster while protecting the CX.

Why Narvar?

Because trust doesn’t end at checkout—it starts there.

Narvar has been helping retailers deliver confidence "Beyond Buy" for over a decade. As the #1 platform for intelligent post-purchase personalization, we support 1,500+ global brands and power 42 billion consumer interactions annually.

From branded tracking and seamless returns to real-time delivery updates and now shipping insurance, Narvar is built to help retailers turn every post-purchase moment into a driver of loyalty, operational efficiency, and revenue growth.

Narvar Secure is the next evolution—designed to offload liability, reduce operational strain, and reinforce the brand promise when it matters most. And it’s already delivering results: 95% of claims approved, resolved in under a week, and consumer opt-in rates climbing 33% year over year.

In today’s retail landscape, delivery isn’t just a fulfillment function—it’s a brand experience. Narvar ensures it’s one your consumers remember for the right reasons.

See how you can protect margins and loyalty with Narvar Secure →