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    Home - E-commerce & Retail - FedEx ecommerce report: 97% of shoppers abandon purchases due to inconvenience
    E-commerce & Retail

    FedEx ecommerce report: 97% of shoppers abandon purchases due to inconvenience

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    FedEx ecommerce report: 97% of shoppers abandon purchases due to inconvenience
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    A new FedEx report reveals that 97% of consumers have abandoned purchases due to inconvenient shopping experiences, emphasizing the growing demand for seamless ecommerce transactions.

    The FedEx 2025 E-Commerce Trends to Watch Report, conducted in collaboration with C Space, outlines key data trends shaping online shopping, including consumer expectations for convenience, real-time tracking, and easy returns.

    According to the report, convenience remains paramount for online shoppers. The majority of surveyed consumers identified home delivery (81%), free shipping (76%), and real-time tracking (68%) as standard expectations. Additionally, returns play a significant role in purchasing decisions, with complex return policies discouraging repeat transactions. The report found that 97% of consumers have abandoned purchases due to an inconvenient shopping experience.

    “E-commerce success in 2025 isn’t just about product selection — it’s about delivering a seamless end-to-end customer experience,” said Jason Brenner, senior vice president, digital portfolio at FedEx. “Retailers that prioritize convenience, fast and transparent shipping, and frictionless digital engagement will lead the market.”

    Insights from the 2025 FedEx ecommerce report

    The FedEx report also highlights generational differences in ecommerce behavior.

    For example, Gen Z consumers prefer first digital interactions, with 70% of engagement occurring online. Social media plays a significant role in brand discovery, with 51% of Gen Z shoppers finding new products on TikTok and 40% on Instagram.

    Millennials emphasize corporate ethics, with 81% considering employee treatment before making a purchase. They also favor direct-to-consumer purchases, with 27% preferring to buy from a brand’s website or app. Meanwhile, Boomers continue to value in-store shopping, with 53% favoring brick-and-mortar experience over online transactions.

    The traditional holiday shopping season is evolving, as more consumers spread their spending throughout the year. The report reveals that:

    • 22% of shoppers begin holiday shopping as early as August to manage expenses and avoid price hikes.
    • By 2026, 30% of surveyed consumers plan to shop for winter gifts year-round.
    • 16% of shoppers already purchase holiday gifts throughout the year.

    This shift presents opportunities for brands to sustain consumer engagement beyond peak holiday periods by offering early-bird discounts and exclusive promotions.

    As online shopping becomes more competitive, businesses must prioritize seamless purchasing experiences, digital engagement, and flexible return policies to drive customer loyalty and long-term success, according to the FedEx report.

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    Sign up for a complimentary subscription to Digital Commerce 360 B2B News. It covers technology and business trends in the growing B2B ecommerce industry. Contact Mark Brohan, senior vice president of B2B and Market Research, at [email protected]. Follow him on Twitter @markbrohan. Follow us on LinkedIn, X (formerly Twitter), Facebook and YouTube. 

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