Report finds AI-powered shopping and sustainability concerns rising in Apac

Darshana Gupta

24th Jun 2025

Logistics company DHL’s e-commerce trends report for this year has found a shift in the factors considered by consumers in the Asia Pacific region when shopping online. 

Across Australia, China, India, Malaysia and Thailand, the report found that 81 per cent of shoppers preferred AI-powered shopping features such as virtual try-ons, shopping assistants, and voice-enabled product searches, with 47 per cent making hands-free purchases through voice commands. 

Apps like TikTok, Instagram and Facebook are now being used to make purchases, with 85 per cent of shoppers using this method to shop online and about 85 per cent expecting these platforms to become their primary means of shopping by 2030. 

Eighty-seven per cent of shoppers stated that viral trends and social buzz influenced their buying, with 86 per cent of shoppers in Thailand and 81 per cent in Malaysia shopping through the TikTok app. 

According to the report, 77 per cent of consumers in the Asia Pacific region would abandon their purchases if their preferred delivery option is unavailable, and 75 per cent will abandon a purchase if the retailer’s returns process or options do not meet expectations. 

Sixty-five per cent of consumers reported not buying from retailers if they did not trust the returns provider, reflecting the importance of transparent and customer-centric logistics strategies.

The report concluded that 79 per cent of consumers in the region consider sustainability while making a purchase, with 92 per cent of consumers in India considering it an important decision-making factor.  

While 72 per cent of online shoppers in the Asia Pacific region said they are willing to participate in recycling or buy-back programs, just 52 per cent have bought pre-owned or refurbished goods.   

“Asia Pacific has always been at the forefront of e-commerce due to its growing population of young, digital natives,” said Pablo Ciano, CEO of DHL e-commerce. 

“The region’s online shoppers know what they like, and it’s important to recognise those changing behaviours that could make a significant difference to maintaining customer loyalty.”