As e-commerce continues to grow, so do consumer expectations for accurate product information. A new survey from Akeneo, a leader in Product Information Management (PIM), reveals that 62% of consumers believe better product details would reduce their likelihood of making a return. The study highlights how misleading descriptions, sizing issues, and poor product imagery contribute to returns, impacting both profitability and sustainability efforts.

Findings from the Survey

The Impact of Product Information on Returns

• 59% of consumers have returned a product due to misleading online descriptions.
• 34% cite inaccurate product images as a key reason for returning purchases.
• 29% state incorrect product details influenced their decision to return an item.

Consumer Behavior & Sustainability Awareness

• 65% of shoppers returned or exchanged a holiday purchase in 2024.
• 68% of consumers are aware of the environmental impact of returns.
• 39% factor sustainability into their decision to return products.

How Brands Can Improve the Product Experience

• 60% of respondents avoid brands with complicated return policies.
• Millennials and Gen-Z are more likely to buy multiple sizes, intending to return some.
• 44% of shoppers prefer brands with ethical and sustainable return policies.

Why Investing in Product Experience Matters

According to Romain Fouache, CEO of Akeneo, brands that prioritize accurate, consistent product data across e-commerce platforms can significantly reduce returns, enhance trust, and increase customer loyalty. Investing in high-quality product information is not just a strategy for sustainability but also a driver for long-term profitability and customer satisfaction.

Returns remain a challenge for e-commerce businesses, but better product information, clear imagery, and consistent data can improve the customer experience (CX) while minimizing financial and environmental costs. Brands that invest in PIM solutions like Akeneo can ensure higher customer satisfaction, reduced return rates, and stronger brand loyalty.