Available here as commentary on a research paper which unfortunately is not publically accessible.
The results mirror what I have seen working for a large ecommerce retailer. I'd routinely see products with 5 star ratings and many user reviews, yet I would see 30%+ return/defective rates (unfortunately lumped together as one number) on the brand's product. Usually this was with a popular brand name which people associated with a higher quality product.
Conversely, I'd see products with less prestigious brands but very low overall return rates receive low reviews, often citing damage incurred during shipping, cosmetic defects, etc. This tended to be annoying as it had a negative impact on sales of the item, and more importantly the brand.
What I did find is that videos showing the product seemed much more useful to customers as they were typically trying to get a sense of how the product looked and felt, in the absence of seeing it in person. These were far more useful in driving sales.
