Three-fourths will leave if the return process does not match their expectations. Trust also plays a major role, with 65 per cent of APAC shoppers reporting that they will not buy from a retailer if they do not trust the returns provider.
These expectations emphasise the importance of transparent, customer-centric logistics strategies — not just as an operational concern, but as a core part of the conversion funnel, the report noted.
Social commerce continues to rise in popularity in APAC, with 85 per cent of the region's consumers expected to shop primarily through social media by 2030, bypassing traditional retail sites.
Meanwhile, artificial intelligence (AI)-driven shopping tools are in high demand, as 81 per cent of APAC shoppers seek features like virtual try-ons and voice search to assist their purchasing decisions.
Key findings that stand out in the report are the transformative impact of AI and social commerce on online shopping; the crucial role of delivery options in converting carts; and sustainability shaping customer loyalty.
Shopping via voice commands is already on the rise, where about one in two (47 per cent) of shoppers in the APAC region make hands-free purchases.
As digital expectations rise, so does the demand for intuitive, tech-enabled shopping journeys that blend utility with delight, a press release from DHL said citing the report.
The power of influence also plays a critical role: 87 per cent of shoppers in Asia Pacific say viral trends and social buzz influence their buying decisions. TikTok, in particular, is driving change in markets like Thailand and Malaysia, where 86 per cent and 81 per cent of online shoppers respectively report buying through the app.
This shift signals a major transformation in the methods brands need to engage with their audiences, and calls for seamless, mobile-native experiences built for in-app conversion, the release noted.
Sustainability has evolved from a brand differentiator into a core consumer demand. In Asia Pacific, 79 per cent of shoppers now consider sustainability when making online purchases. A significantly high consensus comes from India, where 92 per cent find sustainability important when making an online purchase. This goes beyond packaging or shipping—49 per cent shoppers have abandoned their carts due to sustainability concerns.
APAC consumers are also embracing more circular models of consumption, with 52 per cent opting for pre-owned or refurbished goods, motivated by both environmental values and cost efficiency.
Additionally, 72 per cent of shoppers in the region express a willingness to participate in recycling or buy-back programmes offered by retailers, with 85 per cent of survey respondents from China indicating that they would do so.
These behaviors point to a growing expectation that brands will not only reduce their footprint but also actively empower consumers to shop more sustainably.
The report surveyed 24,000 consumers from Europe, the Americas, APAC, Africa and the Middle East.
ALCHEMPro News Desk (DS)
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