Here’s what Asia Pacific consumers expect from online retailers now

85% expect to shop mainly via social media platforms by 2030.

Shoppers in Asia Pacific are demanding faster delivery, smarter tech, and easier access through social media, according to DHL eCommerce’s 2025 E-Commerce Trends Report.

Based on insights from 24,000 online shoppers across 24 markets, the report highlights how delivery, AI, and social commerce are reshaping the region’s e-commerce landscape.

A key finding shows that 77% of Asia Pacific consumers abandon their carts if their preferred delivery option is not available. At the same time, 85% expect to shop primarily through social platforms like TikTok and Instagram by 2030, bypassing traditional retail websites altogether.

AI-powered shopping tools are also in high demand. Around 81% of shoppers in the region want features such as virtual try-ons, voice search, and AI assistants to enhance their experience, with 47% already making purchases through voice commands.

Despite growing interest in new technology, the basics still matter. Delivery and return policies remain top deal-breakers. Seventy-seven percent of shoppers said they would drop a purchase if delivery options did not meet their expectations, whilst 75% would do the same if the return process wasn’t convenient.

Trust is also a key issue, with 65% of shoppers unwilling to buy from retailers if they don’t trust the returns provider.

Moreover, sustainability is also shaping buying decisions. About 79% of consumers in Asia Pacific now consider sustainability when shopping online, and 49% have abandoned purchases over environmental concerns.

Many are turning to pre-owned or refurbished goods, with 52% already embracing more circular consumption models. In China, 85% of shoppers say they would participate in recycling or buy-back programs if offered.

The report said that businesses must act quickly to meet the region’s changing expectations. Retailers need to offer flexible delivery, embrace AI tools, and build seamless, mobile-first shopping experiences across social platforms. Sustainability, once a nice-to-have, is now a requirement for customer loyalty.