Metapack: retailers lost £464 million in missing parcels between September and December

Data from Metapack estimates UK and European retailers lost £464 million in revenue due to lost parcels in the peak shopping season.

While only 0.06 percent of parcels sent in this period were officially declared as lost, this still totals approximately 3.72 million missing items between September and December, putting significant financial strain on retailers.

Metapack estimates the number of lost parcels could be as high as 0.7 percent due to a number of items declared ‘potentially lost’ due to an absence of tracking updates for more than five days.

As well as the financial loss, this situation also damages consumer trust in retailers and brand reputation. Missing delivery can make consumers less likely to shop with the same retailer again.

Metapack’s annual E-commerce Delivery Benchmark Report estimates that 49.5 percent of UK consumers say their expectations for online retailers have increased compared to last year. Minimising lost parcels is crucial for maintaining customer loyalty.

Earlier this year, the BRC revealed theft reached an all time high in 2023/24, costing retailers £2.2 billion, including porch thefts. Metapack claims data tools can help retailers identify fraud in the delivery journey and intervene to prevent losses. 

The e-commerce delivery management provider also suggests retailers implement a multi-carrier strategy using the most efficient carrier for each region. Despite the advantages of this strategy, Metapack said just one in four retailers currently uses a multi-carrier strategy, while those that do report an ten per cent reduction in delivery delays on average.

It also suggested more accurate delivery timeframes can help consumers make proper arrangements and increase the rate of successful deliveries.

“Lost parcels aren’t just an inconvenience – they represent a significant financial drain, particularly in today’s challenging economic landscape,” says Emma Clarke, Senior Product Director at Metapack.

“Retailers must deploy targeted solutions to minimise losses across the entire delivery chain. This includes analytics to detect anomalies and prevent fraudulent activity within warehouses and utilising dynamic shipping rules that leverage secure carrier services to reduce doorstep theft. Not only does this protect revenue but it also strengthens customer trust and loyalty in an increasingly competitive market.”

2025 RTIH INNOVATION AWARDS

Online delivery will be a key focus area at the 2025 RTIH Innovation Awards.

The awards. which will open for entries in April, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.