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It’s all in the packaging. Narvar has solutions to help retailers thwart porch piracy, and navigate returns and last mile delivery. COURTESY OF NARVAR Call it high anxiety. Two-thirds of U.S. consumers feel nervous after they click the buy button. Frustration over making returns, porch piracy and the worsening economy are cutting into retail sales as 40% of consumers in 2025 abandoned their carts, according to a survey from Narvar, a top platform for intelligent personalization. The company powers more than 1,500 brands including LVMH, Sephora, Levi’s and Warby Parker. Rising theft, delivery failures and inconsistent communication have turned the returns experience into one of the biggest sources of friction for retailers struggling to protect margins and loyalty, Navar said in its new 2025 State of Post-Purchase report. “There are clear signals that consumers are looking for certainty,” said Anisa Kumar, CEO of Narvar, in an interview. “Retailers that treat post-purchase as a strategic extension of their brand, not just a logistics function, will be best positioned to build and sustain loyalty in a market where expectations continue to rise. “In a volatile economy marked by rising costs and cautious consumers, shopper trust has become a retailer’s most valuable asset,” Kumar said. “Every missed update or vague delivery estimate erodes that trust and the impact shows up on the P&L 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. Shoppers are paying to feel more confident about their purchases. For example, 37% paid for shipping insurance last year, the Narvar report said. But anxiety doesn’t stop at checkout. It continues through every step of delivery, return and resolution. The lack of trust translates into financial and operational strain for retailers, which…

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Filed under: News - @ November 13, 2025 12:33 am