Porch Pirates: What Every Ecommerce Store Owner Needs to Know

Porch pirates or package thieves have been around for years. But they multiplied during the pandemic.

Do you know the scary part? They had taken $12 billion worth of packages in just one year (2023). And about 58 million Americans experienced package theft during that time.

As an online retailer, you’ve probably got some refund requests because of “missing packages.” And you might be thinking about how you can protect your business from this problem.

That’s exactly what we’ll cover in this guide. We’ll talk about:

• What porch pirates are
• How they’re affecting your business and customers
• Some tools to reduce package theft risk
• What to do when customers report stolen packages

Ready? Let’s start.

What Are Porch Pirates?

Porch pirates are thieves who steal packages delivered right in front of customers’ homes. They usually target items left unattended on doorsteps, porches (where they got their name), and even apartment mailrooms.

These package thieves used to take small packages that may contain expensive items like phones, laptops, video game systems, etc. But now, they target huge ones, too.

I saw so many videos online and was surprised by how bold they are. One porch pirate stole a package right in front of a FedEx delivery person.

Another video showed a woman grabbing a big box from the victim’s porch… and loading it into her car. She’s so calm while doing it. All the owner can do is watch the package through the doorbell camera. How crazy is that?

Even security cameras and alarms can’t scare them away. Like this one “mailroom shopper” who seemed unbothered and continued to steal even in a CCTV-secured apartment. The good news? He got caught.

But other than these real-life stories, here are some shocking stats we found about porch piracy:

• Cambridge Police reported nearly 50 extra package thefts every holiday season from 2020 to 2023.
• These package thieves grabbed $3 billion worth of online orders just for the summer of 2024.
• The average victim gets hit 6 times per year, and they lose over $300 worth of stuff.

It’s so serious that even major online retailers like Amazon have already written their own guide on how to protect Amazon packages.

And the painful part is this: The ones who suffer are online shoppers…. and merchants like you.

Why Porch Piracy Hurts Both Shoppers and Merchants

Porch piracy affects shoppers and merchants financially and emotionally. Here’s why and how:

Reshipping and Replacements

Shoppers would need to order the “stolen” package again, especially if it’s something important.

Let’s say one customer named Amanda ordered a necklace as a birthday gift for her daughter, worth $95. Sadly, the package got stolen from her porch three days before the party.

Amanda tried to talk to the seller and was given 50% off. But she still needed to deal with the shipping fee (for this, it was $10) and the balance post discount ($47.5). Because if she didn’t, she’d end up upsetting her daughter.

Some other scenarios that the customer might have no choice but to reorder include medical supplies, work equipment, and items that are on tight deadlines (i.e., costumes for an upcoming event).

Negative Impact on Customer Trust and Retention

Here’s a sad truth: 46% of porch piracy victims said their experience hurt their relationship with the retailer. We know it’s not your fault. But that’s a huge number to ignore.

If you don’t do anything about it, it can cause you to lose future sales and buyers, negative reviews, and revenue (through chargebacks or disputes).

One of our clients had encountered this issue two years ago. They had some customers who claimed that their packages delivered to their home were stolen. And even if our client offered some discounts, most of them didn’t come back.

Refund Processing

There’s no universal law on who should pay for porch theft. Unlike stolen packages in transit, this one is usually “delivered,” so it’s already out of your and the carrier’s control. But you can’t point the finger at your buyers because they’re victims, too.

So, who’ll be the one paying in the end? The pressure to shoulder the financial loss is with you.

We’ve seen real examples on Reddit of customers asking for refunds from sellers. Like this one:

They’re lucky that the online platform involved had the money to pay. But that’s not always the case. Not all sellers have the capacity to return 100% of the money spent.

And besides the money, the refund process can take A LOT of time. Your team needs to investigate each claim, communicate with angry customers, and process refunds (while documenting everything for possible disputes).

How Order Tracking Tools Reduce the Risk of Porch Piracy

An order tracking tool is your best bet to reduce porch piracy because of more accurate delivery predictions and automated notifications.

When your customers know exactly when their package will show up, their boxes won’t have to sit on the porch for too long.

Channelwill’s ParcelPanel, which is our order tracking app, can help you through several features:

• Real-time tracking and notifications: Our app provides tracking across 1,400+ global carriers with automated shipping notifications. Your customers won’t have to guess where their package is… anymore.
• Branded tracking page: Your buyers can check their status anytime on your website. They can say goodbye to using plain carrier websites.
• Post-purchase estimated delivery dates: Instead of getting a vague “out for delivery” update, your customers can see specific alerts like “your package will arrive between 2-4 PM.” They can plan their day and be home to receive the item in person.
• “Ready for pickup” status: One great way to prevent porch piracy is choosing a secure pickup location. Our app supports detailed shipment status, including “ready for pickup” notifications. So, your customers know exactly when their packages are ready for collection.

Here’s why it’s better to use Channelwill’s ParcelPanel than traditional multi-website tracking for you and your customers:

Feature	Traditional Tracking	Channelwill’s ParcelPanel
Delivery Predictions	Vague delivery windows (“3-5 business days”)	Accurate delivery time estimates with specific time slots
Customer Notifications	Basic “shipped” and “delivered” emails	Automated notifications at every stage and customizable alerts
Tracking Experience	Generic carrier websites, multiple logins	Branded tracking page, single dashboard for all carriers
Package Protection	No built-in theft protection	Integrated shipping protection covering loss, damage, and theft
Unattended Delivery Risk	High: Customers are unaware of the exact delivery timing	Low: Customers can plan to be at home with advance notice

What Else Can You Do to Prevent Package Theft?

The best way to prevent package theft includes offering secure delivery alternatives, sharing some anti-theft tips with your customers, and providing a shipping protection option.

Offer Secure Delivery Alternatives

Signature confirmation services force someone to be home when packages get delivered. No signature means no delivery (which keeps boxes off unattended porches).

You can also partner with carriers like USPS to use their Smart Lockers. Or connect with local businesses so you can offer Buy Online and Pick Up In Store (BOPIS) options. Your customers can still shop online, but can also pick up their packages in a safer location.

While you can try to use porch-pirate bags, I’ve seen comments about how hard it is to use, and some delivery people still don’t bother with them. The delivery alternatives we mentioned above work better to deter thieves.

If you really want to encourage your customers, you can provide some incentives. For example, give a 5-10% discount for in-store pickup.

Encourage Customers to Get Shipping Protection

Shipping protection takes the financial risk off both you and your customers when packages go missing.

You won’t have to pay for the replacement (yes!) as the insurance will cover the costs. So, you and your customer can benefit from the protection.

Imagine a porch pirate stole electronics worth $300 from your customer. Without protection, you’re stuck choosing between covering the cost… or disappointing a customer. But with shipping protection, she gets her money back quickly, and you don’t lose profit.

Channelwill’s Shipping Protection solution covers loss, damage, delay, and theft. Your customers will only need to pay a small fee at checkout. If something goes wrong, they can file claims that get processed within 48 hours.

Let Customers Choose Their Delivery Times

Most package theft happens during work hours when nobody’s home. You can give your customers the freedom to pick delivery windows that work for their schedule.

A huge issue here is that there are only a few carriers that allow this for now (UPS and FedEx). Some big platforms like Amazon and Best Buy have their own system for scheduled delivery. But as a Shopify store owner, the option is still limited.

Share Some Anti-Theft Tips with Your Customers

You can help your customers avoid porch piracy by teaching them how to track their packages properly. It’s best to send them clear instructions and share what each status means.

For example, when you send the confirmation email, include a section that explains how to use the tracking link. You can also briefly mention what to expect at each delivery stage. With this info, they can plan when to be at home.

PRO-TIP: Create an FAQ section about porch piracy. You can cover what customers can do to protect their deliveries. And also tell them what steps to take if their package gets stolen.

What to Do If a Customer Reports a Stolen Package by Porch Pirates

Here’s what you have to do when your customer reports a porch piracy:

• Verify if the package was actually stolen: You can check your tracking records for delivery confirmation. Ask customers to look around their property or talk to their neighbors first. Delivery drivers sometimes leave packages by side doors or with nearby residents when the main entrance looks unsafe.
• Gather documentation for your records: Screenshot all tracking information and save customer communications because you’ll need this evidence for chargeback disputes. Our order tracking app, ParcelPanel, provides organized tracking logs across 1,400+ carriers. So, you have better visibility into delivery data (without scrolling through multiple websites to track different orders).
• Respond with care and offer solutions: Always acknowledge your customer’s frustration. Show empathy first and make sure they feel that you understand them. Then, you can mention the next steps. If they insist on a refund, try to convince them to switch to store credit or offer a partial refund.

These security measures may look simple. But they can help you handle missing packages way better than without a system.

Conclusion

Porch piracy may be out of your control. But you can still protect your customers (and business) with the right tools and strategies.

For example, you can offer accurate delivery information to your customers. So, they can be home when their packages arrive. Offering shipping protection is another great thing. It can cover theft costs instead of you paying refunds out of pocket.

These solutions won’t stop every thief. But they’ll keep customers happy when delivery issues happen and reduce the financial hit on your store.

Ready to reduce package theft claims? Book a demo with our team to see how Channelwill’s ParcelPanel Order Tracking and Shipping Protection can work for your business.

FAQ About Porch Pirates