Blue Dart Express Limited, part of DHL eCommerce and South Asia’s premier express air and integrated transportation & distribution company, has unveiled its much-anticipated E-Commerce Trends Report 2025. This year’s report draws insights from online shoppers across India and explores how evolving consumer expectations are reshaping the digital marketplace.



Covering eight detailed chapters, the report categorizes six unique shopper types and analyzes behaviors across four generational segments. The study reveals compelling patterns and forecasts that paint a dynamic picture of the future of e-commerce, especially in one of the world’s fastest-growing digital economies.



Key Trends Redefining the Indian E-Commerce Experience



The report identifies four transformative forces shaping online shopping in India: the rise of AI-powered shopping, the dominance of social commerce, the crucial impact of delivery and returns, and the increasing demand for sustainability in consumer behavior.



Shopping Powered by AI: Smarter Journeys, Higher Expectations



Generative AI is no longer just a futuristic concept — it’s becoming central to modern retail. According to the report, 89% of Indian shoppers are eager for AI-enabled features like virtual try-ons, AI-based personal shopping assistants, and voice-activated product searches. Voice commerce is already gaining traction, with 64% of shoppers making purchases using hands-free commands.



This rise in AI indicates a growing demand for intelligent, seamless, and personalized shopping experiences — journeys that blend functionality with delight and anticipation.



Social Commerce Becomes the New E-Commerce



Social media is no longer just a discovery tool; it’s a primary shopping channel. With 84% of Indian consumers having already made purchases via social platforms and 90% expecting social apps to become their main shopping avenue by 2030, brands are being urged to shift their focus.



Influence is powerful. A remarkable 93% of Indian shoppers admit that trends and viral buzz impact their buying choices. Instagram, Facebook, and YouTube are the new storefronts, pushing retailers to adopt mobile-first, in-app purchase experiences tailored for social commerce.

Delivery and Returns: Make or Break Moments in the Cart



Despite rapid technological evolution, it’s the logistics fundamentals — delivery and returns — that determine whether customers hit ‘buy’ or abandon their carts. The report reveals that 80% of Indian consumers walk away from a purchase if their preferred delivery option is missing, while 81% will do the same over unsatisfactory return processes.



Trust plays a vital role, too. Over half (54%) of shoppers won’t engage with a retailer they don’t trust to handle deliveries or returns reliably. These findings underscore the importance of transparent, consumer-focused logistics — not just as backend functions, but as key drivers of conversion and brand loyalty.



Sustainability and the Circular Economy: The New Consumer Mandate



Sustainability is no longer a trend — it’s an expectation. In India, 82% of online shoppers factor sustainability into their purchase decisions. Concerns about environmental impact lead 59% to abandon their carts, while over half (52%) actively choose refurbished or pre-owned products.



Retailers must go beyond sustainable packaging — they need to empower consumers to shop responsibly. With 81% of shoppers open to recycling or buy-back programs, the message is clear: sustainability isn't optional; it’s essential for relevance and retention in the e-commerce space.



The Road Ahead: Innovation, Purpose, and Consumer-Centricity



As Balfour Manuel, Managing Director at Blue Dart, aptly put it, “Speed, flexibility, and frictionless experiences are at the core of customer loyalty… As we look ahead, businesses must embrace a future shaped by innovation, transparency, and purpose-led strategies.”



The E-Commerce Trends Report 2025 not only decodes shifting consumer expectations but also offers a strategic roadmap for retailers. By integrating advanced technology, embracing social platforms, prioritizing logistics, and committing to sustainability, businesses can align with the values and behaviors of tomorrow’s digital consumers.