A study shows that 80 per cent of Indian consumers state that they will abandon their purchase if their preferred delivery option is not available
Emphasising that new technologies continue to transform the digital shopping experience, a report has highlighted that at the same the fundamentals of delivery and returns remain the biggest drivers of cart abandonment. 80 per cent of Indian consumers state that they will abandon their purchase if their preferred delivery option is not available, a study by Blue Dart and DHL Ecommerce revealed.
Just as critically, 81 per cent will leave if the return process does not match their expectations. The study showed that trust also plays a major role, with 54 per cent of Indian shoppers reporting that they will not buy from a retailer if they do not trust the delivery and returns provider.
“Shoppers expect real-time updates, quick delivery, and hassle-free returns. Despite significant advancements in digital shopping, it is 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 is not available,” stated Balfour Manuel, Managing Director at Blue Dart.
The report noted that 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. Indian 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.
On the technological front, virtual try-ons, artificial intelligence-powered shopping assistants, and voice-enabled product search top the list of features consumers actively want to use. Shopping via voice commands is already on the rise, with 64 per cent of Indian shoppers making purchases hands-free.
