Porch pirates are on the rise: what retailers must do to protect parcels
With Christmas shopping in full swing, businesses are working flat out to dispatch orders as quickly and reliably as possible. But with parcel theft on the rise, delivery volumes at their peak, and customer expectations higher than ever, even small hiccups can turn into costly setbacks for retailers.
Recent trends highlight the pressure: Google searches for “Christmas delivery cut off” have surged by 144% in the past week, and Citizens Advice reports that more than a third of people (37%) experienced problems with their most recent parcel.
For businesses, these issues translate into increased refund claims, strained customer service teams, and risks to long-term customer loyalty.
To help retailers stay ahead of seasonal challenges and provide a hassle-free delivery experience, business insurance comparison site Bionic has shared practical tips to keep festive orders running smoothly in 2025.
Common risks for businesses
Lost or delayed packages
UK retailers are missing out on up to £2.1 billion a year in unclaimed refunds for lost and damaged parcels. With more deliveries expected over the Christmas period, porch piracy is likely to become a big problem in the coming weeks. The value of parcels stolen in the UK this year has almost doubled, reaching £666.5 million, up from £376.6 million in 2024.
For businesses, lost, stolen or delayed parcels do more than create operational headaches – they can directly impact profitability. Missing deliveries may trigger refund requests, replacement costs, increased customer service workloads, and claims processing. More importantly, they may even harm customer satisfaction, leading to negative reviews, reduced loyalty, and potential long-term reputational damage at the most critical point in the retail calendar.
Damaged goods in transit
The huge spike in Christmas deliveries increases the likelihood of parcels being mishandled, especially when they contain fragile or high-value items.
For businesses, damaged goods don’t just mean unhappy customers – they result in expensive replacements, potential write-offs, and additional shipping costs. A pattern of damaged deliveries can also erode customer trust and harm brand reputation, particularly when shoppers expect gifts to arrive in perfect condition ahead of the festive season.
Increased risk of fraud during online transactions
Instances of online fraud typically rise in the run-up to Christmas, with fraud rates in the final three months of the year having risen by more than a fifth (21%) in the last three years. Criminals target businesses through phishing schemes, account takeovers, cyber attacks and fraudulent payments – these attacks can directly disrupt operations, like earlier this year when M&S had to temporarily halt trading due to a cyberattack, leaving shoppers unable to complete purchases.
For retailers, falling victim to these scams can mean chargebacks, financial losses, disrupted operations, and the administrative burden of investigating fraudulent orders. It can also reduce trust in the business’s online security, discouraging future purchases and potentially affecting sales during the busiest trading period of the year.
Business tips for smooth Christmas deliveries
Confirm carrier cut-off dates
Shipping deadlines vary a lot between couriers during peak season. Businesses should confirm cut-off dates with all delivery partners in advance and clearly communicate these to customers to avoid missed expectations and last-minute pressure.
Use tracked, signed-for, or insured services
Opting for tracked or insured delivery could reduce the risk of lost or delayed parcels. It could also improve transparency, allowing businesses to provide real-time updates and resolve customer enquiries faster.
3. Strengthen packaging for seasonal volumes
With higher handling volumes over Christmas, goods, especially fragile or high-value items, require more robust packaging. Using shock-resistant materials and clear labelling could help reduce damage and costly replacements.
4. Prepare stock and forecast demand accurately
High-demand products often sell out or face restocking delays. Updating inventory forecasts reduces the risk of backorders, missed sales, and customer dissatisfaction during the busiest period.
5. Keep comprehensive records for claims & returns
Maintain clear documentation for dispatches, tracking numbers, invoices, and customer communications. This makes it easier to process returns, manage insurance claims, or resolve disputes caused by courier issues.
Laura Court-Jones, small business editor at Bionic, added: “Preparation is key to a stress-free Christmas where businesses are concerned.
“Sufficient product liability insurance could help cover claims against faulty, damaged or harmful goods. This could apply to a product you have manufactured, designed or even just supplied. Having the right insurance can help ensure peace of mind for both the buyer and seller over the festive season.”
