Survey: 35% of HKers hesitant to embrace AI due to fraud concerns

Over 30% of Hong Kong consumers are hesitant to embrace AI, citing fraud and reliability concerns, a survey from global financial technology platform of choice Adyen finds. 

Titled Adyen Index 2025, the survey interviewed 41,000 consumers across 28 markets including Hong Kong, offering fresh insights into how Hong Kong's retail landscape is evolving.

Across APAC, 38% of consumers are now using AI for shopping, marking a 39% increase from the previous year. However, in Hong Kong, AI adoption remains below the regional average, with a significant 60% of consumers yet to engage with AI-powered shopping tools. Additionally, nearly one-third (30%) express concerns about fraud or scams associated with AI in the shopping process, according to the survey.

Notably, 15% of consumers in Hong Kong report a complete lack of trust in AI, slightly exceeding the APAC average of 12%, while 19% are unfamiliar with how AI works.

Despite these concerns, there is a growing curiosity, particularly among younger shoppers. Over half (54%) of Hong Kong consumers are willing to buy from overseas brands through social media platforms, indicating an increasing interest in the convenience and discovery opportunities technology provides.

As digital adoption accelerates and consumer expectations evolve, the report highlights that Hong Kong shoppers prioritise seamless, fast, and secure shopping experiences, both online and offline. While around 30% of Hongkongers feel comfortable using AI for shopping, 35% remain hesitant due to concerns about fraud and the reliability of AI-generated recommendations.

The Adyen Index 2025 reveals that convenience and speed are top priorities for Hong Kong consumers. A notable 60% would abandon their purchase if the payment process takes too long, and 58% would walk away if their preferred payment method is unavailable, placing Hong Kong among the highest in APAC for payment expectations.

In terms of payment preferences, digital wallets have gained significant traction, now utilised by 23% of Hong Kong consumers, up from 15% the previous year. While credit cards (32%) remain the most favoured payment method, the shift towards mobile and digital wallets reflects the city’s transition to a more cashless and digitally integrated retail landscape.

On the other hand, retailers in Hong Kong are actively responding to these evolving demands, with nearly 40% of merchants claiming they are investing in AI-driven tools to not only personalise the shopping experience but also to strengthen fraud detection and prevention.

This comes as security concerns continue to mount. The survey found that 28% of Hong Kong merchants experienced an increase in fraud attacks over the past year, with average annual losses of HK$5 to 6 million. Additionally, 34% of retailers say up to 10% of their revenue losses stem from chargebacks, and 40% confirm that fraudulent transactions have significantly impacted profitability. As a result, AI-powered fraud prevention has become a top priority for the years ahead.

Beyond AI, unified commerce is becoming a strategic imperative. A majority (83%) of Hong Kong retailers now report having a unified commerce system in place, giving them a single customer view across online and offline channels.

This integrated approach enables retailers to offer fast, flexible services such as click-and-collect, real-time inventory updates, cross-channel loyalty programs, and personalised promotions, all of which are increasingly expected by today’s consumers.

In fact, 48% of consumers now expect to shop effortlessly across multiple platforms, including social media, websites, and apps. Additionally, 38% prioritise smoother online-to-offline returns and exchanges, which also tops the features they want brands to implement in 2025.

Loyalty is also linked to omnichannel capabilities. 56% of consumers would stay loyal to retailers that allow online purchases with in-store returns, while 54% prefer brands that enable out-of-stock in-store items to be shipped directly to their homes. For merchants, unified commerce isn’t just a convenience, but an increasingly competitive necessity.

Kai Tang, head of Hong Kong, Adyen said, “AI is not the future – it’s already here. But for Hong Kong, it must support convenience, not complexity. Consumers are digitally savvy yet discerning; they expect fast, secure, and personalised experiences whether instore, online, or on social media. Retailers need to meet them where they are with seamless, secure journeys across all touchpoints. That’s where Adyen’s unified commerce solutions come in – connecting online and offline channels, reducing friction, and helping businesses adapt quickly to shifting expectations."

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