Mumbai: Blue Dart Express Limited, South Asia’s express air and integrated transportation company under the DHL eCommerce umbrella, has unveiled its much-anticipated E-Commerce Trends Report 2025, spotlighting how Indian consumers are reshaping the future of digital retail. Drawing insights from a diverse sample of online shoppers across India, the report dives into six shopper personas, four generational cohorts, and eight key trend chapters.
From the growing influence of AI to the surge in social commerce and rising sustainability consciousness, the report paints a vivid picture of where Indian e-commerce is headed—and what businesses must do to stay relevant.
“In India, consumer expectations are undergoing a profound transformation. Speed, flexibility, and frictionless experiences are at the core of customer loyalty. Shoppers expect real-time updates, quick delivery, and hassle-free returns. Despite significant advancements in digital shopping, it’s the fundamentals of delivery and returns that continue to define the customer journey. Convenience, choice, and control are non-negotiable as many Indian consumers abandon their purchase if their preferred delivery option isn’t available. As we look ahead, businesses must embrace a future shaped by innovation, transparency, and purpose-led strategies where technology not only enables convenience but also champions sustainability, accessibility, and deeper consumer engagement.” said Balfour Manuel, Managing Director at Blue Dart.
Key Takeaways from the Report:
1. AI-Powered Shopping: Smart, Seamless, and In Demand
With 89% of Indian shoppers expressing interest in AI-enhanced experiences, virtual try-ons, shopping assistants, and voice-enabled searches are no longer futuristic—they’re expected. Notably, 64% are already using voice commands for purchases, signaling a major shift in digital interaction habits.
2. Social Commerce Becomes the New Default
Traditional e-commerce platforms are being rapidly eclipsed by social channels. 84% of shoppers in India have made purchases via social platforms, with 90% believing social apps will be their primary shopping channel by 2030.
“Instagram (70%), Facebook (69%), and YouTube (66%) are now core commerce platforms, and 93% of shoppers say social trends and viral buzz influence their buying decisions. The rise of social-first shopping demands mobile-native experiences that are frictionless and embedded within the platforms themselves.
3. Delivery and Returns Define Checkout Conversion
While brands invest in digital transformation, the make-or-break factor for cart completion is still logistics.
80% of shoppers abandon carts if their preferred delivery method isn’t offered, and 81% drop off due to unsatisfactory return options. Trust in delivery providers is also critical: 54% of shoppers won’t complete a purchase if they don’t trust the courier partner.
4. Sustainability Goes Mainstream
What once was a niche concern has now become a central factor in purchase decisions.
82% of Indian consumers consider sustainability before buying online, and 59% have abandoned carts due to environmental concerns. Furthermore, 52% are now buying pre-owned or refurbished items, and 81% are open to retailer-led recycling or buy-back programs—clear signals that the circular economy is becoming embedded in online shopping behaviors.
As the landscape evolves, retailers must go beyond price and product to deliver intelligent, ethical, and personalized experiences. The E-Commerce Trends Report 2025 is both a mirror to today’s consumer behavior and a roadmap to the next phase of growth in Indian e-commerce.
