Australians are thinking twice about shopping online amid concerns their parcels could be lost, damaged or stolen, with 38 per cent saying they have avoided online shopping altogether because of shipping concerns. Meanwhile, among engaged online shoppers, almost 40 per cent have abandoned a purchase for the same reason.
The new research commissioned by NTI, Australia’s leading transport and logistics insurance provider, also found 70 per cent of Australians experienced at least one parcel problem in the past 12 months.
NTI Executive General Manager, Marketing & Proposition Jason Kibsgaard said the findings show shipping and delivery are influencing the customer experience well before a parcel reaches the front door.
“For 93 per cent of Australian online shoppers, how a retailer handles lost, damaged or stolen parcels is important when deciding where to shop online,” Mr Kibsgaard said.
“Consumers aren’t just thinking about what they want to buy. They’re also considering what happens after the purchase and what support they’ll receive if their parcel doesn’t arrive as expected.
“That matters heading into Black Friday and Christmas because when uncertainty about delivery is enough to make some shoppers abandon a purchase or avoid shopping online, there’s a clear opportunity for retailers to give customers greater confidence at checkout.”
The research points to strong demand for greater protection, with 86 per cent of Australians saying they would be more likely to buy from a retailer that covered lost, damaged or stolen parcels at no extra cost.
“Shoppers are telling us they want greater certainty and peace of mind around delivery,” Mr Kibsgaard said.
“Shipping insurance can help provide that reassurance and give retailers another way to build confidence at checkout, particularly during high-volume shopping periods.”
How retailers respond when something goes wrong can also have longer-term consequences. Almost one-third of Australians, 31 per cent, said they would not shop with a retailer again following a shipping problem, while 29 per cent would leave a negative review and a further 51 per cent would consider doing so.
While more than half hold the courier responsible for delivery problems, 63 per cent would view a retailer more negatively if they were simply told to deal with the delivery company themselves.
“Customers may understand who physically delivers their parcel, but they still expect the retailer to support them when something goes wrong,” Mr Kibsgaard said.
“For retailers, providing that support and greater certainty around delivery can be an important part of the overall customer experience, and a stickiness factor when it comes to loyalty.”
See here for more information about NTI’s Parcel Protect.
2026 NTI Limited.
*Indicative estimate only. Based on a survey conducted for NTI Limited in 2026. Product descriptions, benefits, statistics and timeframes are general in nature, illustrative only and not guarantees of individual outcomes. This information is general only and does not take into account your objectives, financial situation or needs. Limits and exclusions apply. National Transport Insurance is administered on behalf of the insurers by its manager NTI Limited ABN 84 000 746 109 AFSL 237246.