Consumer Behavior
Most online shoppers feel anxious after clicking buy button
December 3, 2025
Two-thirds of online shoppers feel anxious after they click the buy button.
That's the top finding of a Narvar report "2025 State of Post-Purchase Report." The reasons range from rising theft, delivery failures and inconsistent communication, according to a press release on the findings.
Forty-one percent report that they've had a package stolen, and 40% abandoned a purchase in the past year because they feared it would be.
Seventy-four percent of consumers experienced a late delivery in the past year, and 86% encountered at least one delivery issue.
"In a volatile economy marked by rising costs and cautious consumers, shopper trust has become a retailer's most valuable asset," Anisa Kumar, CEO of Narvar, said in the release. "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."
The State of Post-Purchase 2025 report combines platform data from Narvar's retailer network, including tracking and returns metrics, with a national survey of 3,461 U.S. online shoppers in August 2025.
