Comprehensive market data showing why e-commerce brands need agentic AI to automate delivery claims, shipping protection, and customer resolutions
Lost, stolen, and damaged packages create a substantial post-purchase burden for e-commerce brands. SafeWise estimated that 104.3 million packages were stolen from American households over the 12 months covered by its 2025 report, while Flowspace research found that 51% of consumers would not repurchase if an item arrived damaged. SafeWise estimated the overall economic impact of package theft at $37 billion, including consumer and retailer costs.
For e-commerce operations, these failures can lead to replacement requests, refunds, claims, and additional customer service interactions. This is where agentic post-purchase platforms that combine AI intelligence with transaction execution capabilities can help brands resolve eligible claims directly within the customer conversation.
Key Takeaways
- Damage puts retention at risk: 51% of consumers said they would not repurchase if their item arrived damaged.
- Poor delivery can lose customers: 85% of consumers said they would not shop with a retailer again after a poor delivery experience.
- Theft impact remains massive: The estimated economic impact of package theft was $37 billion in SafeWise’s 2025 analysis.
- Recovery rates are extremely low: Only 4% of theft victims recovered their stolen packages.
- Claims management drives value: Intelligent Audit reports recovering $640,000 per month on average from the lost and damaged parcel claims it manages.
- Tracking creates opportunities: 91% of consumers actively track their deliveries.
Understanding the Scope of Lost and Damaged Package Statistics
Lost and stolen packages affect millions of consumers and generate a steady volume of post-purchase issues for retailers. These statistics show how widespread package theft has become and the scale of incidents brands may need to resolve.
1. An estimated 104.3 million packages were stolen over a 12-month period
SafeWise estimated that 104.3 million packages were stolen from American households during the 12 months covered by its 2025 package theft research. Those packages were stolen across roughly 91 million theft incidents.
2. Package theft accounted for about 90.8 million incidents
SafeWise estimated approximately 90.8 million theft incidents during the same reporting period. Because a single incident can involve more than one package, incident volume is lower than the total number of packages stolen.
3. Estimated package theft volume declined 13.4% year over year
SafeWise reported that estimated stolen-package volume fell 13.4% compared with its prior report, from about 120.6 million packages to 104.3 million. Even with the decline, theft remained a high-volume post-purchase problem.
4. Approximately 248,868 package theft incidents occur per day
SafeWise estimated roughly 248,868 incidents per day. That level of activity can generate a steady flow of missing-package contacts for retailers and carriers.
5. One in four Americans has experienced package theft
Security.org found that one in four Americans, or about 64 million people, had experienced package theft at least once. The finding illustrates how common the issue has become for online shoppers.
6. Nine million adults experienced package theft within three months
Security.org reported that 9 million adults had a package stolen during the three months preceding its survey. Recent theft experiences can quickly turn into replacement, refund, or carrier-support requests.
The Financial Impact of Lost and Damaged Packages
Package theft creates costs for both consumers and retailers through lost merchandise, refunds, replacements, and additional support. The following statistics show how quickly those costs can grow when delivery failures occur at scale.
7. Package theft had an estimated $37 billion economic impact
SafeWise estimated $37 billion in losses associated with package theft in its 2025 analysis. The estimate combines consumer losses with retailer costs related to refunds, replacements, customer care, and shipping.
8. Package thieves stole $8.2 billion worth of online orders
Security.org estimated that thieves stole $8.2 billion in orders over the year covered by its research. These losses can result in customers contacting retailers, carriers, payment providers, or insurers for a resolution.
9. The average stolen package was worth about $222
Security.org reported an average stolen-package value of approximately $222. Higher-value thefts can increase the financial stakes of refund and replacement decisions.
10. SafeWise estimated $14.9 billion in consumer package-theft losses
SafeWise’s 2025 analysis estimated approximately $14.9 billion in consumer losses related to stolen packages. The estimate reflects the value of merchandise lost to porch piracy.
11. Retailer losses from package theft were estimated at $22 billion
SafeWise estimated approximately $22 billion in retailer losses, using its survey data and ZFLO Technologies’ analysis. The estimate includes the financial impact of replacements, refunds, customer service, and additional shipping.
12. 42.8% of package-theft victims received a replacement
SafeWise found that 42.8% of victims received a replacement item. Every replacement can create additional product, fulfillment, shipping, and support costs for the seller.
13. 44.7% of package-theft victims received a refund
Another 44.7% of victims received a refund, according to SafeWise. Refunds are another major component of the estimated financial burden package theft places on retailers.
14. Intelligent Audit estimates 1% to 1.5% of parcel volume may be lost or damaged
Intelligent Audit states that roughly 1% to 1.5% of a shipper’s annual parcel volume could be lost or damaged. At high shipping volumes, even a relatively small percentage can create a meaningful claims workload.
The Rising Threat of Package Theft and Porch Piracy
Package theft remains a recurring concern for consumers, particularly when multiple packages or higher-value orders are involved. These figures highlight how frequently theft occurs, how rarely stolen packages are recovered, and which consumers may face greater exposure.
15. 75% of package-theft victims reported losing multiple packages
SafeWise’s 2025 findings indicate that 75% of victims had multiple packages stolen. Repeat or multi-package theft can increase the value and complexity of a single customer claim.
16. 31% of Americans experienced package theft in the previous 12 months
SafeWise reported that 31% of Americans experienced a package-theft incident during the preceding 12 months, down from 36% in its previous report.
17. Only 4% of theft victims recovered their stolen packages
SafeWise found that just 4% of victims actually recovered a stolen package. When recovery is unlikely, customers may instead turn to the retailer or carrier for a replacement or refund.
18. Only 23% of victims reported their most recent theft to police
Security.org found that 23% of victims reported their most recent stolen package to law enforcement. By comparison, 64% told the store or company from which the item was purchased.
19. 44% of Americans were worried about package theft
SafeWise reported that 44% of Americans were worried about package theft, down from 52% in the prior year’s report. Concern remains widespread even as estimated theft volumes have declined.
20. Apartment residents were victimized 3.5 times more often than homeowners
Security.org found that apartment residents were victimized 3.5 times more often than homeowners during the most recent three-month period in its research. Housing type can therefore shape customers’ exposure to porch piracy.
21. Chicago lost an estimated $254.3 million to package theft
SafeWise ranked Chicago first among the metro areas in its 2025 analysis, estimating approximately $254.3 million in losses associated with package theft.
Customer Impact and Behavior Statistics
Delivery problems can affect more than a single transaction. Damaged, incorrect, or late orders can influence whether shoppers return to a retailer and how they view the overall post-purchase experience.
22. 51% of consumers would not repurchase after receiving a damaged item
Flowspace research found that 51% would not repurchase if their item arrived damaged. That makes the post-purchase response to damaged products directly relevant to retention.
23. 85% of consumers would not shop with a retailer again after a poor delivery experience
FarEye’s survey of approximately 1,000 U.S. consumers found that 85% would not return to a retailer after a poor delivery experience. Delivery quality therefore extends beyond the individual order.
24. 71% of consumers are less likely to shop again after a poor returns experience
NRF and Happy Returns reported in 2025 that 71% of consumers were less likely to shop with a retailer again after a poor returns experience, up from 67% in the previous year’s study.
25. 53% would not repurchase after receiving the wrong product
Flowspace’s research found that 53% of consumers would not repurchase if they received the wrong product. Order accuracy and delivery resolution both shape post-purchase retention.
26. 30% would not repurchase if an item arrived late
The same Flowspace research found that 30% of consumers would not repurchase when an item arrived late. Even when the package eventually reaches the customer, a delivery failure can affect future purchase intent.
27. 88% may abandon a cart because of poor delivery terms
FarEye found that 88% of respondents may abandon an online shopping cart when delivery terms are poor, including slow delivery or high costs. Delivery expectations can therefore affect customers before an order is even placed.
Consumer Tracking and Engagement Patterns
Customers increasingly monitor orders throughout the delivery journey. Tracking behavior and delivery anxiety show why clear, proactive post-purchase communication matters when a shipment is delayed or at risk.
28. 91% of consumers actively track their packages
Verte’s national survey found that 91% of consumers actively track packages after ordering. Shipment visibility has become a routine part of the post-purchase experience.
29. 19% of consumers track packages multiple times per day
Verte also found that 19% of Americans check package tracking multiple times each day. Frequent tracking increases the value of accurate, proactive shipping updates.
30. 62% of online shoppers feel anxious while waiting for packages
Security.org found that 62% of online shoppers feel some level of anxiety while waiting for deliveries. That emotional context can influence how customers respond when a shipment is delayed, missing, or stolen.
31. Nearly one-quarter report moderate to severe package-theft anxiety
Security.org reported that nearly one-quarter of shoppers experience moderate to severe anxiety that a package will be stolen while they wait for it to arrive.
32. The average adult receives 65 shipments per year
Security.org found that the average adult receives 65 shipments annually, totaling more than 22 billion deliveries across the country. High delivery frequency increases the number of potential post-purchase touchpoints between shoppers and brands.
33. Nearly 70% of 2025 holiday shopping was expected to happen online
Security.org’s 2025 survey found that nearly 70% of holiday shopping was expected to occur online that year. The figure was a survey expectation, not a final measurement of completed holiday spending.
34. Adults expected 25 packages between October and December 2025
The same Security.org survey found that each adult expected approximately 25 packages during the holidays, roughly twice the volume of an average three-month period. Seasonal spikes make scalable post-purchase operations particularly important.
Claims and Recovery Statistics
Claims recovery depends on carrier, claim type, documentation, and the process used to manage submissions. These figures from Intelligent Audit show the volume of claims it manages and the recovery rates it reports across major carriers.
35. Intelligent Audit reports recovering $640,000 per month from parcel claims
Intelligent Audit reports recovering $640,000 per month on average from lost and damaged parcel claims managed on behalf of its customers.
36. Intelligent Audit reports a 70% success rate on UPS loss claims
Among the claims Intelligent Audit files for customers, it reports a 70% UPS loss-claim success rate. This is Intelligent Audit’s own operational benchmark rather than an industry-wide carrier approval rate.
37. Intelligent Audit reports a 65% success rate on UPS damage claims
Intelligent Audit reports a 65% success rate for UPS damage claims it files on behalf of customers.
38. Intelligent Audit reports a 65% success rate on FedEx loss claims
For FedEx loss claims, Intelligent Audit reports a 65% success rate among the claims it manages.
39. Intelligent Audit reports a 60% success rate on FedEx damage claims
For FedEx damage claims, Intelligent Audit reports a 60% success rate. Carrier and claim type can therefore produce different recovery outcomes within Intelligent Audit’s claims portfolio.
40. Intelligent Audit files 11,000 to 14,000 UPS and FedEx claims per month
Intelligent Audit reports filing an average of 11,000 to 14,000 claims with UPS and FedEx each month on behalf of customers. The volume illustrates the operational workload that large-scale claims management can involve.
Delivery Operations and Last-Mile Statistics
Delivery speed, cost, visibility, and returns all shape how shoppers judge the final stage of an order. These statistics show what consumers prioritize during delivery and where friction can appear after checkout.
41. 86% of consumers prefer delivery within three days
FarEye found that 86% of respondents preferred to wait no more than three days for a delivery. Faster delivery expectations put pressure on brands and carriers to keep customers accurately informed when exceptions occur.
42. 36% identify fast delivery as part of a positive experience
In FarEye’s survey, 36% of consumers identified fast delivery as an element of a positive delivery experience.
43. 34% identify low shipping costs as important to a positive delivery experience
FarEye found that 34% of respondents included low shipping costs among the features that create a positive delivery experience.
44. 28% identify delivery tracking as part of a positive experience
Another 28% of consumers named delivery tracking or visibility as a feature of a positive delivery experience. Visibility matters alongside speed and shipping cost.
45. Only 7% said the online returns process had been easy
FarEye’s survey found that just 7% of respondents considered the online returns process easy. That finding highlights the amount of friction that can remain after delivery when an order requires resolution.
Returns and Post-Purchase Impact
Returns are another major part of the post-purchase experience, affecting both operational costs and customer loyalty. The latest NRF figures show the scale of online returns and the importance shoppers place on convenient return policies.
46. An estimated 19.3% of online sales were expected to be returned in 2025
The National Retail Federation and Happy Returns estimated that 19.3% of online sales would be returned in 2025. This figure reflects online sales specifically, rather than overall retail sales.
47. Total retail returns were projected to reach $849.9 billion in 2025
NRF and Happy Returns projected $849.9 billion in returns in 2025. The projection reflects the scale of returns retailers were expected to manage across the year.
48. 82% of consumers consider free returns important when shopping online
The 2025 NRF research found that 82% of consumers consider free returns an important factor when shopping online. Post-purchase policies can therefore influence purchasing decisions before checkout.
Prevention and Security Statistics
Consumers use a mix of technology and delivery-planning strategies to protect packages from theft. These statistics show how households try to reduce risk before a delivery problem occurs.
49. More than half of homes use at least one security device to protect deliveries
Security.org reported that more than half of homes use at least one security device to help protect package deliveries. These tools include doorbell cameras, outdoor cameras, smart lighting, and alarm systems.
50. 46% schedule shipments for times when they are home
Security.org found that 46% of consumers schedule shipments for times when they expect to be home. Delivery timing is one of the most widely used non-technical strategies for reducing package-theft exposure.
Kodif Post-Purchase Automation Proof Points
Kodif’s post-purchase approach focuses on connecting AI customer service with the transaction access required to complete eligible actions. These proof points illustrate Kodif’s claims automation and end-to-end automation positioning.
51. Approximately 97% of shipping protection claims are approved
Kodif reports that approximately 97% of protection claims are approved. Kodif uses this approval rate to argue that separate multi-step claims portals can add unnecessary friction when most eligible protection claims ultimately receive approval.
52. Kodif frames roughly 35–40% automation as a common API-layer ceiling
Kodif uses approximately 35–40% automation as its market framing for the ceiling API-layer AI CX platforms can encounter when connected systems do not expose the write access required to complete transactions. This is Kodif’s framing, not a universally established industry benchmark.
53. Kodif reports 60%+ end-to-end email automation with its post-purchase-native architecture
Kodif reports that its post-purchase-native architecture has achieved 60%+ end-to-end email automation for a customer. Results can vary based on workflow mix, policies, and available transaction access.
Why AI-Powered Claims Automation Changes the Equation
The statistics above show why delivery failures create a meaningful post-purchase workload. A stolen package may lead to a replacement or refund. A damaged order can affect whether the customer purchases again. Returns and claims also require teams to apply policies, verify order information, and take action across commerce systems.
This is where Kodif’s approach to delivery claims and shipping protection is designed to reduce friction.
- Action-First Resolution: Rather than simply acknowledging a claim and routing it to a human queue, agentic AI can check order data, verify protection status, apply policy rules, and execute eligible resolutions within the customer conversation.
- Transaction Access Matters: Many AI CX platforms depend on third-party commerce APIs and can execute only the actions those APIs expose. Workflows can stall when the underlying system does not provide the write access required to complete a transaction. Kodif combines the AI intelligence layer with post-purchase transaction capabilities so more eligible workflows can be resolved end to end.
- Claims Without Unnecessary Handoffs: When a claim follows a straightforward approval path, moving customers through multiple systems or portals creates additional steps. AI with the right policy and transaction access can resolve eligible cases in the conversation while escalating exceptions for human review.
- Breaking the Automation Ceiling: Kodif’s position is that automation limits are not solely a model-quality problem. Write access matters. When an AI agent can execute the required transaction rather than merely explain the next step, more workflows can reach an end-to-end resolution.
For e-commerce brands handling significant delivery-claim volume, the difference between answering and acting can reduce manual handoffs and help eligible customer issues reach resolution faster.
How Kodif Transforms Post-Purchase Claims Resolution
For e-commerce brands managing delivery-failure tickets, the path forward requires AI that can execute transactions, not just answer questions. The 53 statistics above show how theft, damaged orders, returns, tracking expectations, and claims can create substantial post-purchase work.
Kodif’s agentic post-purchase platform connects customer conversations with the transaction capabilities required to complete eligible resolutions.
- End-to-end transaction capabilities: Kodif can use order information, protection status, and policy rules to execute eligible refunds, replacements, returns, exchanges, and other post-purchase actions rather than stopping at an answer.
- Claims automation: Eligible delivery and shipping protection claims can be resolved inside the customer conversation rather than automatically sending the customer to a separate claims portal.
- Write-back capabilities: The platform is designed to take permitted actions in connected commerce systems, reducing the number of workflows that require a human simply because a transaction must be completed elsewhere.
- CX-controlled policies: Teams can define and test policies in plain English so the agent follows the brand’s rules while escalating cases that require human judgment.
The difference between answering “I’ll look into your claim” and actually executing an eligible resolution changes the post-purchase workflow. For brands managing large volumes of delivery issues, this capability reduces manual workload while keeping the resolution inside the customer conversation.
Frequently Asked Questions
What are the most common causes of lost or damaged packages?
Package damage typically results from inadequate packaging, rough handling during transit, and time pressure in last-mile delivery operations. Lost packages can result from theft, address errors, and carrier handling or tracking problems. SafeWise estimated that 104.3 million packages were stolen across roughly 90.8 million theft incidents in its 2025 report. Weather events and cross-docking between carriers also contribute to both damage and loss.
How does shipping insurance protect my e-commerce business?
Shipping insurance can provide financial protection when eligible packages are lost, stolen, or damaged, subject to the policy’s terms and exclusions. Intelligent Audit reports that among the UPS and FedEx claims it files for customers, success rates range from 60% to 70%, depending on the carrier and claim type. Coverage limits, claim requirements, and resolution times vary by carrier and third-party protection program.
Can AI really resolve complex delivery issues without human intervention?
Yes, when AI has both the intelligence to understand customer requests and the transaction access to execute resolutions. The key is write access to commerce systems, not just read access. AI with the required policy and transaction access can check order status, verify shipping protection coverage, apply policy rules, and execute eligible refunds or replacements within the conversation. Complex exceptions can still escalate to humans. Approximately 97% of protection claims are approved.
What is agentic post-purchase CX and why is it important?
Agentic post-purchase CX refers to AI systems that can take actions on behalf of customers rather than simply answering questions or routing tickets. Traditional chatbots might explain a return policy; agentic AI actually processes the return. This distinction matters because post-purchase issues like delivery claims, returns, and refunds require transaction execution. Platforms that combine AI intelligence with transaction rails eliminate the handoffs that create delays and frustration.
How can e-commerce brands prevent package theft?
Prevention strategies include offering delivery signature requirements, supporting secure locker locations, providing real-time tracking with delivery windows, and enabling customer-selected delivery times. However, theft will continue at scale regardless of prevention efforts. The complementary strategy is shipping protection programs that cover theft losses and AI-powered claims automation that resolves incidents quickly when they occur. Fast resolution preserves customer relationships even when prevention fails.
