News • 20.11.2019

Half of online shoppers did not receive their package

Delivery services and item insurance

Man with sack truck loaded with parcels walks through a logistics center...
Transport of parcels with sack truck
Source: Bildagentur PantherMedia / blurAZ1

Clutch, B2B ratings and reviews firm, surveyed online shoppers and found that more than half (51 percent) say they did not receive at least one package they ordered online in the past six months.

Sixteen percent (16%) of the packages shoppers did not receive were stolen after delivery, while another 29 percent of consumers aren’t sure why their package never arrived. Among those who did not receive a package, 16 percent say the package was stolen. Nearly one-third (29 percent) aren’t sure why their package was never delivered.

The majority of consumers should re-evaluate the security of where their packages are typically delivered. More than half of online shoppers (57 percent) say their packages are usually left in an outdoors, unsecured area such as a front porch.

Most lost packages disappear in the mail

The largest percentage of missing packages (32 percent) disappear in a more mundane way — in the mail.

The United States Postal Service handles 484.4 million pieces of mail every day. Private delivery services carry high volumes of packages, too: FedEx handles 6.2 million packages, and UPS handles 20.7 million packages and documents daily. With such a high volume of deliveries, it’s easy to see how some parcels disappear.

People should pay special attention to shipping labels on packages to ensure a safe delivery. “The top two reasons packages get ‘lost’ in the mail are due to the wrong address on the shipping label, followed by [a] missing shipping label,” said Karan Singh, Principal at Kersch Partners, a business management consulting firm that offers supply chain and consumer packaging consulting.

What customers and businesses can do regarding parcels lost in the mail depends heavily on the delivery service and if the item was insured.

“If the package was insured, the consumer can file a claim,” Singh said. “If not, the majority of delivery service providers assume no liability for lost packages sent by a third-party retailer.” Instead, any refunds or new shipments must be negotiated between the retailer and the customer.

Clutch’s survey included 528 U.S. respondents who ordered an item online within the past six months.

Source: Clutch

related articles:

popular articles:

Thumbnail-Photo: Online retailers need to better inform customers about the status of...
21.07.2020   #online trading #e-commerce

Online retailers need to better inform customers about the status of their orders

E-Commerce Shipping Study 2020 by parcelLab

parcelLab has analysed for the second time the shipping services of 100 of the largest German online shops (according to EHI). The results show that 1 in 4 retailers in Germany only send a single email to their customers after their checkout. This ...

Thumbnail-Photo: Last mile: What do you have to do?
14.08.2020   #supply chain management #logistics

Last mile: What do you have to do?

How to win the battle for customer experience excellence in both the first and last mile of delivery

As recent events have caused major supply chain disruption with many physical stores abandoned, e-commerce has never been more under the spotlight. The double-digit growth the industry has seen over the last few years looks set to continue, ...

Thumbnail-Photo: Outdated last-mile delivery technology
07.07.2020   #logistic solutions #mobile computing

Outdated last-mile delivery technology

Transportation and logistics companies losing customers

Transportation and logistics (T&L) companies are losing customers and missing opportunities to expand their business due to outdated last-mile delivery technology, according to a new global research report by SOTI, which looks at the ...

Thumbnail-Photo: Millennials averaged 50% more online deliveries than baby boomers …...
22.07.2020   #online trading #e-commerce

Millennials averaged 50% more online deliveries than baby boomers …

… even though millennials favor eco-friendly choices

Millennials have become online “super buyers” during the COVID-19 lockdown and are receiving an average of 50 per cent more deliveries every week than the over-55 “baby boomer” generation, a new survey of 2,000 consumers has ...

Thumbnail-Photo: Ecommerce searches on Google
29.05.2020   #online trading #e-commerce

Ecommerce searches on Google

Nearly 50 percent drive no clicks to the shops

Nearly half of all ecommerce-related searches on Google never result in consumers clicking through to a retail or other website according to a new study by Searchmetrics. The company says these findings tie-in with retailers who are not seeing the ...

Thumbnail-Photo: Door-to-door delivery and returns service
13.08.2020   #online trading #fashion

Door-to-door delivery and returns service

Asda trials George parcel returns via home shopping deliveries

Starting last week, Asda has launched a two-store trial allowing customers to conveniently return George parcels at the same time as they receive their weekly shop.Customers in York and Milton Keynes can now return George online purchases for free ...

Thumbnail-Photo: Could drones deliver packages more efficiently by hopping on the bus?...
29.06.2020   #logistics #delivery

Could drones deliver packages more efficiently by hopping on the bus?

Aerial transport could take load off city streets – provided drones a ride

One-click purchases and instant delivery have helped fuel the growth of e-commerce, but this convenience has come at the cost of increased traffic congestion, longer commute times, and strained urban communities. A 2018 report from Texas A&M ...

Thumbnail-Photo: Electronic bill of lading solutions to enhance safety and efficiency...
02.07.2020   #supply chain management #coronavirus

Electronic bill of lading solutions to enhance safety and efficiency

Consumer Brands spearheads contactless delivery task force

The Consumer Brands Association announced that it has brought together 23 consumer packaged goods (CPG) companies and retailers to launch a new task force that will study the impact of a contactless pick-up and delivery protocol to create greater ...

Thumbnail-Photo: Smart packaging: “Hi! I am your package“...
20.07.2020   #online trading #packaging

Smart packaging: “Hi! I am your package“

Interview with Alexander Cotte, Co-Founder and CEO of LivingPackets

The delivery service rings the doorbell but nobody is home. Recipients receive damaged products and cardboard boxes end up in the trash after just one use – these are just some e-commerce weak points and challenges that the German-French ...

Thumbnail-Photo: Delivery services: consumer and climate benefits...
14.08.2020   #e-commerce #customer satisfaction

Delivery services: consumer and climate benefits

Sustainable logistics solutions for last mile delivery

Convenient, fast, and affordable. By now, "sustainable" has also been added to the list of what makes for the perfect online ordering process. That’s why retailers and delivery services must rethink their ...