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Poor product information fuels returns & lost sales

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Poor product information is driving returns and deterring purchases, according to new Akeneo consumer research on shopping behaviour and return rates.

The findings highlight problems both before and after checkout, with shoppers saying missing or inaccurate details affect confidence, product choice, and brand loyalty. Two-fifths of consumers said they had returned a product in the past year because the pre-purchase information turned out to be wrong.

Return rates across retail remain high. Akeneo, citing National Retail Federation figures, said the average retail return rate is approaching 17%, with annual returns costing the sector nearly USD $900 billion.

The research points to inaccurate descriptions, inconsistent sizing, missing specifications, and weak imagery as key reasons shoppers receive products that do not meet expectations. Consumers said they return an average of two products a year for that reason alone.

Before Purchase

Product information issues also shape behaviour before a sale is made. Nearly three-quarters of consumers said they struggle to find all the information they need to make a confident purchase decision, while 71% said they now spend more time checking purchases because of inflation and higher prices.

That caution appears to affect both conversion and loyalty. The findings show that 70% of shoppers would buy a different product than the one they intended if information was lacking, 65% would abandon a purchase altogether, and 68% would stop buying from a brand after a poor product information experience.

Akeneo argued that retailers have focused heavily on making returns easier and cheaper while paying less attention to the quality of information shown before an order is placed. Clearer, more complete product data could reduce avoidable returns and build customer trust, it said.

Consumers also linked better information with a greater willingness to keep what they buy. Nearly two-thirds, or 62%, said they are far more likely to keep a purchase and feel positive about it when product information is clear, accurate, and detailed.

That includes sizing and fit guidance, product attributes, technical specifications, imagery, and details on materials, availability, and sustainability. The research suggests shoppers are using a broader range of product details to judge whether an item meets their needs before committing to buy.

Executive View

Romain Fouache, Chief Executive Officer of Akeneo, said retailers and brands are missing a direct link between data quality and returns.

“Many companies still haven’t connected the dots between product data quality and return rates,” Fouache said. “When product information is incomplete, unclear or inconsistent, customers are far more likely to receive something that doesn’t meet their expectations, and that leads directly to returns. But when data is accurate, consistent, detailed and easy to understand, shoppers buy with confidence. Better product data doesn’t just lift conversion; it protects margins, loyalty and brand credibility.”

The figures add to a broader retail debate over the cost of returns and pressure on margins. Returns can add handling, transport, and restocking costs, while increasing the risk that stock cannot be resold at full price.

For retailers, the research indicates that product pages and related data may have a more direct effect on commercial performance than is often assumed. For consumers, it suggests that frustration starts before the return process itself, when information is absent, unclear, or inconsistent at the point of decision.

Among the clearest findings was the link between accurate information and customer retention: 68% of consumers said they would stop buying from a brand after a bad product information experience.



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Business & Technology

bunq study finds UK women lag men in crypto investing

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bunq has published research showing a sharp gender gap in crypto investing in the UK. The study found that women are far less likely than men to have invested in the asset class.

The figures suggest the divide is driven less by outright scepticism than by confidence, familiarity and trust. According to the survey, 21% of women in the UK have ever invested in crypto, compared with 37% of men, while nearly a quarter of women describe crypto as “masculine”.

That perception appears to coexist with a broader desire to build personal wealth. The research found that 82% of UK adults are actively trying to grow their wealth, yet only 29% have invested in crypto.

Among women, the barriers appear to centre on access and understanding. Women were almost twice as likely as men to say crypto feels inaccessible, and 35% said they would not know where to start if they wanted to learn about it, compared with 18% of men.

The findings come as many consumers reassess their finances in a difficult economic climate. More than half of Britons surveyed said current conditions make it more important to explore alternative investments such as crypto, while 70% of women and 59% of men said they were unsure about their financial situation.

Knowledge gap

For those who have stayed out of the market altogether, lack of knowledge was the main reason. Among people who have never invested in crypto, 65% said limited understanding was the main factor holding them back.

Clear guidance was the most commonly cited factor that could help non-investors take a first step. The survey found that 37% said it would make a difference, pointing to a market where interest may exist but practical support remains limited.

Trusted financial institutions also emerged as the preferred route for would-be investors. Some 43% said they would trust their bank most to help them invest in crypto, a higher share than those choosing crypto exchanges and trading platforms combined.

A further 21% said they wanted to enter the market through a regulated and familiar environment. This points to a credibility challenge for the crypto sector, which has often relied on specialist platforms and online communities to attract new retail users.

Risk and trust

The data also suggests that willingness to invest does not always match understanding among those already in the market. Men were twice as likely as women to say they invest in crypto without fully understanding it.

Among existing investors, banks ranked relatively low as a source of information. The survey found that 11% turn to social media and 12% to online forums, compared with 7% who rely on their bank.

That split underlines a tension in the market. Potential new investors appear to want regulated, familiar institutions to guide them, while many current investors still rely on less formal online channels.

bunq presents those trends as evidence that crypto has not yet fully crossed into the financial mainstream, despite growing public awareness. The company, one of Europe’s largest digital banks, argues that broader adoption will depend on whether consumers feel they can access crypto through services they already trust.

The UK figures form part of a wider survey of 7,000 respondents across seven countries, including the US and six European markets. The poll aimed to measure attitudes to crypto adoption, barriers to entry and differences in perception across demographic groups.

While the results focus on women’s lower participation, they also suggest a wider issue around financial education. If most adults want to grow their wealth but many avoid crypto because they do not understand it, the market’s next phase may depend as much on explanation as on price performance or product design.

One notable result is that the issue is not simply disinterest. The survey indicates that women’s lower participation reflects uncertainty about how to begin, rather than a lack of willingness to consider alternative investments.

For banks and fintech groups, that may create an opening to offer crypto access within familiar consumer finance apps. For the crypto sector itself, it raises questions about whether a culture shaped by jargon, self-directed research and online tribalism has narrowed its audience.

Joe Wilson, Chief Evangelist at bunq, said the company sees simplicity and trust as the key issues in bringing more consumers into the market.

“For years, the crypto industry has been building for insiders, but mainstream adoption is being driven by trust and simplicity, not complexity. Users are open to exploring new ways to put their money to work, but they want to do it in a familiar, safe and easy-to-use environment. At bunq, we’re building that bridge and making crypto accessible for anyone ready to take their first step,” Wilson said.



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GoCardless joins UK scheme for recurring Pay by Bank

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SOFIAH NICHOLE SALIVIO

News Editor

GoCardless has joined banks, building societies and fintechs in launching the UK Payments Initiative scheme, opening the way for Recurring Pay by Bank in the UK.

The industry-backed scheme is intended to expand account-to-account payments and give businesses another way to collect regular payments directly from bank accounts. GoCardless said its new service is designed for recurring, flexible and automated payments using open banking infrastructure.

UK retail payments remain dominated by cards, accounting for 84% of spending by turnover, according to GoCardless. Businesses pay GBP £1.5 billion in fees because of the market position of Visa and Mastercard, it added.

Scheme operator UK Payments Initiative has been funded by banks, building societies and fintechs. Its launch creates a framework for recurring open banking payments across sectors including public services, utilities, charities and financial services.

Market opening

GoCardless is positioning the service as a lower-cost option for merchants that rely on repeat billing. Instant authorisation and the ability to automate regular collections could appeal to firms seeking an alternative to card payments and existing bank debit arrangements.

Research commissioned by GoCardless suggested strong interest among businesses that take recurring payments. It found that 89% of recurring revenue businesses believe the technology would significantly improve cash flow, while 91% expect it to reduce operational costs.

The same survey found that 49% of businesses intend to be early adopters. Among consumers, 38% said they would be open to trying recurring Pay by Bank, rising to 60% among Gen Z respondents.

The launch also reflects a broader policy push to build more competition and resilience into UK payments. Account-to-account methods have long been seen by parts of the industry as a way to reduce dependence on card networks and create more domestic control over payment rails.

Early rollout

Earlier this year, GoCardless processed its first recurring open banking transaction for Jellyfish Energy during the sector’s live testing phase. The transaction provided an early operational example of how recurring bank payments could work in practice before broader adoption.

GoCardless said it has built features to address some of the practical limits of an early-stage rollout. These include routing a customer to Direct Debit when open banking is unavailable, auto-filling payment details based on existing payer data, and maintaining service uptime for merchants adopting the system.

That approach suggests providers still expect patchy coverage across some institutions and user journeys in the near term. Hybrid models that fall back on established payment methods may help firms trial recurring open banking payments without disrupting collections.

For businesses, the economics could be a major factor if adoption grows. Card processing fees are a persistent cost for merchants with subscription or instalment models, while failed or delayed payments can disrupt cash flow and add administrative work.

Open banking payments have so far had more success in one-off transactions than in repeat billing. A workable recurring model would address a major gap in the market, especially for sectors that need regular customer authorisation without repeated manual input.

UKPI Managing Director Richard Koch said GoCardless brought practical experience from years of account-to-account payments. “The launch of this scheme is a significant step forward as we build a faster, fairer payment ecosystem that unlocks genuine choice for businesses and consumers. Having GoCardless at the table brings 15 years of account-to-account expertise right into the heart of this initiative. Their experience is vital as we move forward, helping us turn open banking payments into a practical tool that people will trust and use every single day,” Koch said.

Shaun Puckrin, Chief Product Officer at GoCardless, linked the launch to longstanding concerns over concentration in the payments market. “For a long time, the UK has been waiting for a genuine alternative to traditional card payments. By launching an industry-wide scheme for recurring Pay by Bank, we will bring real competition to a market that’s been dominated for decades by a costly card duopoly. This milestone establishes the UK as a country that owns its financial future. We’re creating payments infrastructure that is modern, competitive, and free from over-reliance on external networks. Built on APIs for easy instruction and real-time execution, it is ideally placed to become the foundation of agentic commerce — where AI agents, automated systems, and instant payments converge. It’s a response to enormous market demand, and a shift that will change the way money moves for everyone,” Puckrin said.



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Cloudsmith names finance & legal chiefs after funding

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SOFIAH NICHOLE SALIVIO

News Editor

Cloudsmith has appointed Mark O’Connor as Chief Financial Officer and Dan Lascell as General Counsel, expanding the Belfast software supply chain security company’s executive team after its USD $72 million Series C funding round.

Both are moving into full-time roles after advising the company for several years. O’Connor worked with Cloudsmith’s finance organisation through its last three venture financings, while Lascell served as fractional General Counsel and helped shape its legal and governance structures.

The appointments come as Cloudsmith seeks to deepen ties with large corporate customers, including Fortune 500 and Global 2000 groups. More enterprises now rely on its software supply chain tools to secure and govern software artifacts used in development and distribution.

O’Connor is expected to oversee the company’s financial infrastructure as it works towards public market readiness. His remit includes establishing financial and procurement controls suited to a business operating at greater scale.

Before joining full time, he held senior finance roles at Bugcrowd, Tenfold, Appirio, Nuance Communications and BeVocal. His background spans venture-backed software businesses, acquisitions and listed companies.

Lascell will lead legal, compliance and commercial contracting. His work will focus on enterprise procurement requirements and internal governance as Cloudsmith expands among larger customers with more complex regulatory demands.

He previously held legal leadership roles at Appirio, Bugcrowd, Tercera, AmberPoint and webMethods. His experience in corporate development and international expansion, combined with his prior advisory work, gives him detailed knowledge of Cloudsmith’s commercial and compliance arrangements.

Growth push

The leadership changes follow Cloudsmith’s latest financing from TCV and Insight Partners. The USD $72 million Series C round provided fresh capital as the company scales operations around software artifact management and supply chain security.

Cloudsmith’s platform is used to store, secure and distribute software packages and other development assets across different environments. It says it supports more than 30 artifact formats and serves customers across sectors including banking, financial technology, telecoms, software and artificial intelligence.

In recent years, software supply chain security has become a growing priority for large organisations after attacks and compliance pressures exposed weaknesses in how code and software components move through development pipelines. Vendors in this market have sought to position themselves not just as infrastructure providers, but as trusted partners for governance, traceability and procurement oversight.

That backdrop helps explain the emphasis on finance, legal and internal controls in Cloudsmith’s latest hires. Both roles are central to reassuring larger customers that the company’s internal processes can withstand the same scrutiny applied to the software services it sells.

O’Connor highlighted that focus in comments on his appointment. “Our focus is on building Cloudsmith’s infrastructure for longevity,” said Mark O’Connor, Chief Financial Officer at Cloudsmith. “That means ensuring our financial controls and commercial rigor are up to audit-ready standards, while enabling our customer-facing teams to move fast and lead the market. That combination means customers can trust Cloudsmith as a mission-critical infrastructure partner.”

Lascell also linked his role to customer expectations around security, compliance and long-term dependability. “Cloudsmith’s platform is built on trust, providing secure artifacts, provable provenance, and policy-driven governance. Our internal legal and compliance posture reflect that same commitment,” said Dan Lascell, General Counsel at Cloudsmith. “Our job is to scale the legal and risk frameworks to ensure Cloudsmith is a dependable long-term partner for large enterprise customers with complex regulatory and legal obligations.”

Executive build-out

The additions mark a further expansion of the senior team under Chief Executive Officer Glenn Weinstein. As software companies move beyond the early venture stage, hiring permanent finance and legal leaders often signals a shift towards tighter operating discipline, more formal governance and preparation for broader capital markets options.

Weinstein said the appointments are part of meeting customer expectations across the business. “Mark and Dan are important additions to our leadership team,” said Glenn Weinstein, Chief Executive Officer at Cloudsmith. “Enterprise customers rely on Cloudsmith as a dependable partner they can trust at every level, including the platform, their commercial relationship with Cloudsmith, and our internal governance. Mark and Dan will help ensure we meet the highest standards for financial rigor and legal credibility.”



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