DHL: Here’s why online shoppers abandon carts
Roughly two-thirds of U.S. e-commerce customers agree on the main reasons they will decline to make a purchase after selecting items.
Almost seven-in-10 (68%) U.S. online shoppers say they abandon carts because products are out of stock or unavailable, making this the top reason. The “2026 E-commerce Trends Report” from online delivery provider DHL also reveals that 66% of surveyed online shoppers say they abandon carts when the delivery offering doesn’t meet their expectations and 62% say unexpected customs/taxes charges cause them to terminate online purchases.
The survey indicates consumer preferences in a number of other key areas of digital commerce:
Delivery
An overwhelming 93% of U.S. shoppers identify as convenience shoppers, saying they want fast, free delivery and easy returns above all else. This preference is consistent across Gen Z, millennials, Gen X and baby boomers, which according to DHL analysis makes convenience the most unifying consumer behavior in the U.S.
When asked what they most want to see in the next five years, 57% of respondents chose same‑day or even faster delivery and returns.
Artificial intelligence
Two-in-three (64%) respondents say their biggest AI concern is privacy, trust, and security. Close to half (46%) want AI‑powered fraud detection in the future. Four-in-10 want AI-based real‑time inventory updates and back‑in‑stock alerts. According to DHL, these findings position AI as both a growth driver and a trust challenge for retailers.
International shopping
More than half (52%) of respondents say they avoid buying internationally due to fear of fraud or lack of trust, making it the top barrier to cross‑border commerce.
Respondents who do shop cross-border increased their international purchasing across three top major markets year over year:
- China: 60% in 2025 → 63% in 2026.
- U.K.: 25% in 2025 → 28% in 2026.
- Canada: 18% in 2025 → 23% in 2026.
Other findings
- Two-in-three respondents currently use digital wallets, making them the second-leading payment method in the market after credit and debit cards (87%).
- Fifty-one percent of respondents say they have purchased pre‑owned or refurbished items,
[READ MORE: Here’s what online shoppers look for in delivery and returns]
“American shoppers are clear about what they want: speed, transparency, and trust,” said Pablo Ciano, global CEO of DHL E-commerce. “The U.S. is one of the world’s most convenience‑driven markets, and retailers who close the expectation gap, especially around delivery, returns, and AI‑enabled shopping, will be the ones who win.”
The DHL E-commerce Trends Report 2026 surveyed 29,000 consumers and 5,800 businesses across Europe, North America, Asia-Pacific, Latin America, the Middle East, and Sub-Saharan Africa, including 1,000 U.S. consumers across generations.
