A sharp rise in parcel theft is creating new challenges for ecommerce customer service teams, with consumers increasingly expecting retailers and delivery providers to take greater responsibility for ensuring purchases arrive safely.
According to Quadient’s 2026 Parcel Theft Report, incidents reported to UK police forces have increased by 87% over the past year, reaching their highest level since the company’s annual research began.
However, just 1.6% of reported thefts resulted in criminal charges, while fewer than one in 20 led to an arrest.
A supporting survey of 2,000 UK consumers found that 18% of households had experienced parcel theft in the previous 12 months, equivalent to an estimated 5.11 million homes.
The findings raise concerns for customer experience leaders ahead of Black Friday and Christmas, when increased delivery volumes and unattended parcels can contribute to lost orders, customer complaints and additional pressure on support teams.
More than half (52%) of parcel recipients said deliveries were regularly left outside their homes when nobody was present, up from 45% last year.
Yet 70% of consumers said they would rather miss a delivery than risk having a parcel stolen, while 69% expressed concerns about leaving parcels unattended on their doorstep.
Expectations of retailers are also increasing. Some 71% of respondents believe online retailers should do more to prevent parcel theft, while 78% said delivery companies should not leave packages unattended without permission.
Secure delivery alternatives could offer an opportunity to improve customer confidence, with 65% of consumers saying they would feel more comfortable using a parcel locker or collection point.
Katia Bourgeais-Crémel, EVP Parcel Locker Solutions Europe at Quadient, said: “Retailers and delivery companies can give people more control by making secure collection options easy to choose at checkout.”
She added: “A successful delivery should mean the parcel reaches the customer safely, not simply that it reaches their doorstep.”
For customer service and CX leaders, the findings highlight the importance of managing the entire post-purchase experience, rather than treating delivery confirmation as the end of the customer journey.
Clear delivery preferences, proactive tracking communications, accessible support channels and straightforward processes for reporting missing parcels could help reduce customer frustration and protect brand loyalty.
As peak trading approaches, ensuring that delivery promises match the customer’s actual experience will be increasingly important in maintaining trust and minimising avoidable service enquiries.
Image credit: Photo by Oxana Melis on Unsplash
