The future of e-commerce is being shaped by evolving consumer expectations, with convenience, seamless post-purchase experiences, and digital engagement taking centre stage.
FedEx Corporation has released its annual FedEx 2025 E-Commerce Trends to Watch Report in collaboration with C Space, highlighting key shifts in online shopping behaviour and how businesses can adapt for success in an increasingly competitive market.
Convenience is king in 2025
Shoppers today demand hassle-free experiences, from checkout to delivery and returns. The report finds that more than 80 per cent of consumers prioritise convenience, with key expectations including home delivery (81 per cent), free shipping (76 per cent), and real-time tracking (68 per cent).
Returns are a major factor in consumer satisfaction, as cumbersome return policies often deter repeat purchases. The report reveals that 97 per cent of shoppers have abandoned a purchase due to inconvenient shopping experiences, underscoring the importance of frictionless return processes.
“E-commerce success in 2025 isn’t just about having the right product selection—it’s about delivering a seamless end-to-end customer experience,” said Jason Brenner, senior vice president of digital portfolio at FedEx.
“Retailers that prioritise convenience, including easy returns, fast and transparent shipping, and frictionless digital engagement will ultimately lead the market.”
Generational shopping trends drive digital marketing
The report highlights how different generations engage with e-commerce:
- Gen Z is driving digital-first engagement, with nearly 70 per cent of their interactions happening online. Platforms like TikTok (51 per cent) and Instagram (40 per cent) are primary sources for brand discovery.
- Millennials prioritise ethical shopping, with 81 per cent considering how a company treats employees before making a purchase. They also prefer direct-to-consumer shopping, with 27 per cent opting to buy from a brand’s website or app.
- Boomers remain committed to in-store shopping, with 53 per cent preferring physical retail experiences over digital platforms.
To capture audiences across generations, brands must focus on personalised communications, video-driven storytelling, and social commerce strategies.
Holiday shopping is now a year-round activity
The traditional holiday shopping season is fading as more consumers spread their spending throughout the year. Key findings include:
- 22 per cent of shoppers start holiday shopping as early as August to manage expenses and avoid price hikes.
- 30 per cent plan to shop for winter gifts year-round by 2026.
- 16 per cent already shop for holiday gifts throughout the year.
For retailers, this shift presents an opportunity to engage consumers outside peak shopping seasons by offering early-bird promotions and exclusive deals.
The future of e-commerce success
The report concludes that businesses looking to thrive in 2025 must focus on convenience, seamless post-purchase experiences, and digital engagement. Adapting to evolving consumer habits, investing in social-driven commerce, and refining return policies will be crucial in the years ahead.
For further insights, the full FedEx 2025 E-Commerce Trends Report is available at FedEx.com.