Leading consumer delivery issues include…
Post-purchase consumer uncertainty and anxiety is a common problem with some key drivers.
Three-in-four (74%) surveyed consumers said they experienced a late delivery in the past year, and 86% encountered at least one delivery issue, according to the 2025 State of Post-Purchase Report from post-purchase personalization technology company Narvar. The study identifies frequent challenges that face consumers once they complete an online transaction. Two-thirds of shoppers now feel a surge of anxiety after clicking "buy" for an online purchase.
Seventy-three percent said estimated delivery dates influence purchase decisions. If no delivery date is shown, 40% won't complete the online transaction.
In addition, 41% of respondents said they have had at least one package stolen and 40% abandoned an online purchase in the past year because they feared it would be. The survey also reveals that after even a single bad experience, 60% of 18–29-year-old respondents say they won't shop again with that retailer. This compares with only 17% of respondents age 60 and older.
[Survey: 37% of apartment renters reported package theft in past year]
Shopper expectations
When issues with an online delivery occur, top respondent expectations are acknowledgement (46%), clear explanations (46%), and real-time updates (45%) before they have to ask. However, the data shows that each respondent generation ranks a different expectation for handling delivery issues as most important: accurate estimated delivery dates (30–44), frequent tracking updates (45–60), and immediate access to support (youngest and oldest cohorts).
Other findings
- The number of respondents who admitted to committing return fraud sharply fell 35% year-over-year (from 57% to 37%).
- 37% of respondents paid for shipping insurance in the past year.
- 38% of respondents said frequent tracking updates reduce anxiety; nearly half prefer SMS/push/WhatsApp for urgent updates.
- Nine-in-10 respondents check the policy before buying; 76% won't buy again after a poor experience.
"In a volatile economy marked by rising costs and cautious consumers, shopper trust has become a retailer's most valuable asset," said Anisa Kumar, CEO of Narvar. "Every missed update or vague delivery estimate erodes that trust, and the impact shows up on the profit & loss as support costs, cancellations, and lost loyalty. Retailers giving consumers clarity, consistency, and control after they buy will be the ones that preserve profitability in an uncertain market."
The State of Post-Purchase 2025 report combines platform data from Narvar's retailer network, including tracking and returns metrics, with a national survey of 3,461 U.S. online shoppers in August 2025.
