What you are dealing with
Package theft is a real problem. Carriers confirm delivery, but the parcel is taken from a doorstep, mailbox, or shared entrance before the customer retrieves it. This is called porch piracy. It is distinct from a non-delivery claim, where the carrier does not have a delivery record.
From a merchant's perspective, the situation is uncomfortable. You did everything right: you packed, shipped, and tracked the order. The carrier confirmed delivery. But the customer did not get their item. Responsibility is genuinely shared between the carrier, the customer's premises, and circumstances outside your control.
There is no universal rule about what merchants must do in this situation. Your response depends on your policy, your relationship with the customer, the order value, and the plausibility of the claim.
Do not assume bad faith
Most theft claims are genuine. Approach the situation with concern first, gather the facts, then make a decision. A defensive or dismissive first response often escalates what could have been resolved with goodwill.
Your first response
Your first message should acknowledge the situation without admitting liability or committing to a resolution. Ask for the specific details you need to investigate.
First response to a stolen package claim
This response is helpful without committing to a refund or replacement. It shows you are taking the claim seriously and gives you time to review the facts.
What to check before deciding
Before making a decision, review all of the following:
- Carrier tracking: check the exact delivery event. Does it include a delivery photo? A GPS coordinate? A note about where the parcel was left? Some carriers leave detailed notes.
- Delivery photo: many carriers now take a photo at the point of delivery. Check your carrier portal or tracking page for an image.
- Signature requirement: was signature required for this delivery? If not, was that the customer's choice at checkout or your standard service?
- Customer order history: has this customer ordered from you before? Have there been previous claims?
- Address: is the delivery address one where theft is plausible (shared building entrance, roadside letterbox) or less likely?
- Carrier insurance: does your carrier provide cover for packages confirmed as delivered but later reported stolen?
Once you have this information, you are in a position to make a considered decision.
Policy options and decisions
There is no single correct answer here. These are the main paths:
Offer a replacement or goodwill refund
For lower-value orders, first-time customers, or situations where the claim is plausible, issuing a replacement or refund is often the most practical outcome. It costs less than a chargeback dispute (dispute fee plus potential loss) and preserves the customer relationship. If you do this, state clearly that it is a goodwill gesture and that your standard policy covers delivery to the confirmed address.
Refer to your carrier for a claim
If you purchased shipping insurance or your carrier offers cover for theft claims, direct the customer to the carrier's claim process and assist where you can. Some carriers will investigate and compensate if theft is plausible based on delivery records.
Hold your position
If the order value is high, the claim pattern suggests abuse, or your policy clearly states that your liability ends at confirmed delivery, you may decline. Reference your policy and your tracking record. Keep the tone professional and factual.
Whichever path you choose, document your decision and the reasoning. If a chargeback is filed, that documentation is part of your evidence.
If a chargeback is filed
If the customer files a chargeback after you have declined their claim, your dispute response should include:
- The carrier tracking record showing delivery to the address on the order
- The delivery photo if the carrier captured one
- Your order confirmation showing the shipping address the customer provided
- The full customer communication thread, including their theft claim and your response
- Your shipping policy, specifically the clause about liability ending at confirmed delivery if applicable
The fact that you responded professionally, investigated the claim, and communicated your policy clearly is all relevant context for the bank reviewer. A documented, professional communication trail is much more useful than an undocumented situation.
If you did issue a refund or replacement before the chargeback was filed, include that evidence. The bank should close a chargeback if the merchant has already resolved the underlying issue.
Response checklist
When a customer claims their package was stolen
- Acknowledge the claim professionally and ask clarifying questions
- Check carrier tracking for delivery photo and delivery notes
- Confirm the delivery address matches the order
- Check whether signature was required and what the outcome was
- Review customer order history for previous claims
- Decide: goodwill replacement, carrier claim, or policy-based refusal
- Document your decision and reasoning
- Keep all communication in a written thread
If a chargeback is filed
- Carrier tracking record with delivery event
- Delivery photo if available
- Order confirmation with customer-provided shipping address
- Full customer communication thread
- Shipping policy covering liability at confirmed delivery
- Refund or replacement confirmation if one was issued
Build your evidence pack with DisputeDesk
DisputeDesk helps ecommerce merchants organise chargeback evidence and draft customer responses in minutes.
Disclaimer
DisputeDesk is not a law firm. Outputs and templates from DisputeDesk should be reviewed before use. Merchants are responsible for their own customer communications and dispute submissions. Nothing on this page constitutes legal advice.
Frequently asked questions
Am I legally required to replace a stolen package?
Requirements vary by jurisdiction and policy. As a general principle, most ecommerce sellers are not automatically liable for items stolen after confirmed delivery. However, card network chargeback rules and consumer protection laws in some regions may affect outcomes. DisputeDesk is not a law firm and this guide does not constitute legal advice. Review your own policy and seek legal advice if the situation is high-value.
What if the carrier has no delivery photo?
Include whatever tracking evidence you have. Even without a photo, a GPS-logged delivery event or a carrier delivery scan with time and location is useful evidence. Note in your response that your carrier service does not include photo confirmation.
Can I add a signature requirement to prevent theft claims?
Yes. Signature-required delivery means a delivery scan only records when someone at the address accepts the parcel. This reduces exposure to stolen package claims at the cost of requiring the customer to be home. It is a policy decision that depends on your product type and average order value.
What if the same customer files a stolen package claim twice?
A repeat pattern of the same type of claim from the same customer is relevant context. Document both incidents and, if the second claim is implausible given the history, you may decline with a reference to your policy. Keep the tone professional.
Does DisputeDesk help with stolen package situations?
Yes. DisputeDesk includes a customer complaint reply workflow where you can enter the order details and situation, and generate a professional draft response. If the situation escalates to a chargeback, DisputeDesk also helps you organise your evidence pack and draft a structured dispute response.