According to DHL eCommerce’s latest trend report published on June 4, 70% of global consumers expect to shop primarily through social media by 2030 and desire AI-driven shopping tools to help guide their buying decisions.

The E-Commerce Trends Report 2025, which draws on insights from 24,000 online shoppers across 24 key global markets, also reveals the importance of getting delivery and sustainability right.

“It’s important to recognize that there isn’t just one type of online shopper or one type of market,” said Pablo Ciano, CEO of DHL eCommerce. “The reasons for cart abandonment can vary widely. Our E-Commerce Trends Report analyzes the trends and developments shaping online shopping worldwide, to help our customers grow their businesses.

“Logistics plays a crucial role in this process, and we see ourselves as a vital partner, offering our customers relevant insights, expertise and solutions to drive their success.”

Shopping powered by AI

The trend report reveals that AI is one of the most highly anticipated and demanded innovations among consumers, with seven in 10 shoppers globally wanting retailers to offer AI-powered shopping features. Virtual try-ons, AI-powered shopping assistants and voice-enabled product search top the list of features consumers actively want to use. The report also shows shopping via voice commands is on the rise, with 37% of global shoppers – and nearly half of social commerce users – making purchases hands-free.

Social commerce growth

According to the report, traditional e-commerce websites are being replaced, or bypassed, by social platforms, with consumers turning to apps like TikTok, Instagram and Facebook for both discovery and purchase. The report reveals that seven in 10 shoppers have already made a purchase via social media, and that same proportion expects these platforms to become their primary shopping destination by 2030.

The power of influence also plays a critical role: 82% of shoppers said viral trends and social buzz influence their buying decisions.

TikTok in particular is driving change in markets such as Thailand, where 86% of online shoppers report buying through the app, and globally among Gen Z, where almost 50% are already using the platform to purchase.

According to DHL, this shift signals a major transformation in how and where brands need to engage with their audiences, and calls for seamless, mobile-native experiences built for in-app conversion.

Delivery and returns

While new technologies continue to transform the digital shopping experience, it’s the fundamentals of delivery and returns that remain the biggest drivers of cart abandonment, according to the report.

Shoppers aren’t willing to compromise when it comes to convenience, flexibility and control, with 81% of consumers abandoning their purchase if their preferred delivery option isn’t available. Just as critically, 79% said they would leave if the return process didn’t match their expectations.

Trust also plays a major role, with three out of four shoppers reporting they will not buy from a retailer if they don’t trust the delivery and returns provider.

Sustainability and the circular economy

According to the report, sustainability has evolved from a brand differentiator into a core consumer demand, with 72% of shoppers globally considering sustainability when making online purchases. For many, this goes beyond packaging or shipping – one in three shoppers have abandoned their carts due to sustainability concerns. Among Gen Z, this figure spikes to nearly one in two, the report showed.

Consumers are also embracing more circular models of consumption, with over half opting for pre-owned or refurbished goods, motivated by environmental values and cost-efficiency. Additionally, 58% of shoppers express a willingness to participate in recycling or buy-back programs offered by retailers.

Author Credits- HAZEL KING
Parcel and Postal technology INTERNATIONAL