Consumers are anxious — and what you do next could mean the difference between earning long-term loyalty or losing them for good.

We surveyed 3,461 U.S. consumers and found that shopping anxiety is real. In fact, two-thirds of shoppers feel anxious after clicking “buy,” and that uncertainty shows up as support tickets, cancellations, and declining brand loyalty.

Post-purchase isn’t a backstage operational step — it’s where your brand trust thrives or dies.

Enter our first-ever State of Post-Purchase Report — an expansion of our long-running State of Returns Report, with a deeper dive into what happens between “buy” and “resolution.”

Consumers told us exactly why nerves spike: late deliveries, vague or missing updates, damaged or missing items, and the growing reality of package theft.

Key Takeaways:

• Anxiety spikes when the post-purchase experience breaks down
• Accurate delivery dates win sales
• Fear of delivery failure costs sales
• Returns make or break shopper loyalty
• Consumer fraud puts revenue (and relationships) at risk

Your post-purchase experience is the key to winning consumer loyalty. Not only did consumers share their pain points, they also told us how retailers can soothe their nerves and increase trust. That trust turns into loyalty and, ultimately, sales.

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The post-purchase experience isn’t a cost center — it’s your next conversion engine, unlocking:

• Revenue growth: Accelerate repurchase rates through post-purchase touchpoints.
• Revenue retention: Prevent fraud with AI-powered detection and dynamic guardrails.
• Operational efficiency: Reduce WISMO tickets, automate issue resolution, and streamline returns.

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To learn more, download the 2025 State of Post-Purchase Report.

Unlock the strategies top retailers use to reduce shopper anxiety, protect margins, and build lifelong loyalty.

Turn trust into your biggest competitive advantage.