The Hidden Cost of a Bad Delivery

A failed delivery doesn’t just mean a refund — it means a lost customer.
As Nico Santos reveals, 67% of consumers stop buying from a brand after a single poor delivery experience.

From stolen packages to delayed claims, the emotional impact of disappointment is real — and measurable.

“I lost a pair of $400 jeans, and it wasn’t the product that hurt — it was the silence,” Santos recalls.
After waiting days for a response and being denied a replacement, he never returned to that retailer.

The lesson? Post-purchase care defines loyalty.

Introducing Narvar Secure: Confidence After Checkout

Narvar — known for pioneering post-purchase experiences like order tracking, returns, and notifications — has now expanded into shipping protection with its product, Narvar Secure.

The goal: preserve margins, protect consumers, and strengthen trust.

Narvar Secure sits seamlessly in the checkout flow, giving customers the choice to add package protection or letting merchants absorb the cost on their behalf.

If a shipment is lost, damaged, or stolen, customers can file a claim through a branded portal, where they receive a response within 24 hours — including refund, reorder, or replacement.

From Protection to Prediction

What sets Narvar Secure apart is its connection to IRIS (Intelligent Retail Insight System) — Narvar’s AI platform powering over 42 billion annual consumer interactions.

IRIS analyzes data from carriers, customer behavior, and claims history to:

• Predict delivery outcomes and carrier performance

• Detect potential fraud or “bad actor” behavior

• Flag high-risk orders in real time

“We can tell when a claim looks legitimate and when a customer is trying to game the system — all before the package even arrives,” says Santos.

By blending prediction with protection, Narvar helps merchants handle risk dynamically — not reactively.

Delivering Trust and Preserving Margins

Post-purchase protection isn’t just a service — it’s a margin strategy.
Santos notes that 1 in 10 packages arrive damaged, and claims management can drain both time and profit.

By automating these workflows, retailers can:

• Reduce claim resolution time from days to hours

• Lower operational burden on customer service teams

• Maintain customer satisfaction while preserving the bottom line

“When you eliminate friction and anxiety from the delivery moment, you don’t just save money — you earn loyalty.”

The New Loyalty Equation

For millennials and Gen Z — the two most claim-active demographics — transparency and reassurance drive purchasing decisions. Over 40% of shoppers now add shipping protection to their carts when given the option.

Narvar’s mission, Santos explains, is to meet those expectations proactively:

“A confident consumer is a repeat customer. Protection isn’t an upsell — it’s peace of mind.”

A Future-Ready Approach to Risk

With global supply chains still disrupted by tariffs, warehouse relocations, and shifting manufacturing bases, Santos sees shipping protection as a form of operational insurance.

By turning reactive claims into real-time data intelligence, merchants can identify weak spots, reduce loss, and plan smarter logistics investments.

The future of fulfillment, he argues, depends on protecting both product and trust.