Why online shopping is frustrating for customers (and how to fix it)

Fit failures and sizing chaos

Ever ordered the same size in two different styles, only to find out that one barely fits while the other looks like a tent? Inconsistent sizing across brands (and even worse; within the same brand) drives shoppers crazy. Add in unreliable size charts, and it’s like playing a guessing game. This not only hurts your brand’s image but also negatively influences your profitability.

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Returns that hurt: the silent cost

Yes. Returns are expensive for businesses. But they are also very exhausting for customers! Long, unclear return processes turn what should be fun, into a chore. How often have you had to drop off a return package at a pickup point, feeling like it was your responsibility to fix the issue? It’s frustrating when the size you ordered doesn’t fit, even though you chose it based on the available information. These experiences create to customer dissatisfaction and can discourage them from buying again from your brand.

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What does ‘Green’ really mean?

Today’s shoppers care about sustainability. They want to know where their clothes come from and how they’re made. But they’re tired of brands making empty promises and vague claims. Honest and clear practices that’s what builds trust.

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Inclusivity: more than a buzzword

What about shoppers who don’t fit the “standard” size chart? Limited options for plus-size, petite, or non-binary customers leave them feeling left out. When they can’t find their fit or style, they walk away (and probably don’t forget).

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The online shopping disconnect

Low-quality images, vague size guides, and 0 personalization? A recipe for abandoned carts. If shoppers can’t trust your tools or see the fit, they’ll shop elsewhere.

These challenges aren’t impossible to tackle. Winning brands in 2025 are solving these problems at the source, with the right approach. Here’s how:

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Prevent returns, don't just process them (+ Step up your logistics game)

• Avoid defaulting to returns as the solution. Prioritize prevention instead.
• Improve fit and sizing of your product based on your returns and customer data and refine product descriptions to reduce returns.
• Offer faster, more convenient return options, such as in-store drop-offs or free return pickups, to reduce customer frustration.
• Think beyond traditional return solutions and explore innovations in logistics to improve customer satisfaction while minimizing costs.

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Sustainability as a product decision

• Optimize size and fit to create products that perfectly meet your customers' needs. The //SAIZ suite with dedicated analytics and tools can significantly help you out here.
• Reduce waste and excess inventory over time by focusing on data-driven product development.
• Build long-term trust with sustainability-minded shoppers by showcasing measurable progress.

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Inclusivity. More than an extended size range

• Use //SAIZ’s smart algorithms to deliver fit and sizing recommendations tailored to your customers based on geographical differences, body types and style preferences.

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Personalization is your new conversion strategy

• Provide accurate size guidance and personalized experiences to keep customers engaged and reduce cart abandonment.
• Empower customers with tools such as real-time data, clear images, and fit-focused descriptions.
• Use //SAIZ Return Analytics to refine every detail on your PDP’s for maximum clarity and impact.