Returns and refund experience survey template
Why the item came back and how the return process felt; turns refunds into product and policy fixes.
5 questions · about 2 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- When a refund is issued.
- Who it is for
- Customers who returned an item.
How to use this template
- Send it two to five days after delivery; response rates and recall both fall the longer you wait.
- Ask about delivery and product separately; a late parcel should not drag down a good product.
- Read open-text answers from the lowest scorers first; they explain the numbers.
Questions in the returns and refund experience template
1. Why did you return the item?
single choice · Wrong size or fit, Not as described, Arrived damaged, Changed my mind, Found it cheaper elsewhere, Quality not as expected, Other
2. How easy was the return process?
rating
3. How long did your refund take?
single choice · Under 3 days, 3–7 days, 1–2 weeks, More than 2 weeks, Still waiting
4. Would you shop with us again?
single choice · Yes, Not sure, No
5. What would have prevented this return?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.Why did you return the item?
120 answered| Answer | Count | Percent |
|---|---|---|
| Wrong size or fit | 28 | 23% |
| Not as described | 15 | 13% |
| Arrived damaged | 12 | 10% |
| Changed my mind | 12 | 10% |
| Found it cheaper elsewhere | 13 | 11% |
| Quality not as expected | 11 | 9% |
| Other | 29 | 24% |
2.How easy was the return process?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 8 | 7% |
| 2 | 19 | 16% |
| 3 | 22 | 18% |
| 4 | 29 | 24% |
| 5 | 42 | 35% |
3.How long did your refund take?
120 answered| Answer | Count | Percent |
|---|---|---|
| Under 3 days | 20 | 17% |
| 3–7 days | 35 | 29% |
| 1–2 weeks | 20 | 17% |
| More than 2 weeks | 19 | 16% |
| Still waiting | 26 | 22% |
4.Would you shop with us again?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 21 | 18% |
| Not sure | 55 | 46% |
| No | 44 | 37% |
How to read these questions
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- rating: Report the mean and the top-two-box share (the two highest points). Top-two-box is easier to explain and less sensitive to a few extreme answers.
Frequently asked questions
When is the best time to send a post-purchase survey?
After the customer has had the product for a few days, usually three to five days after delivery. Too early and they cannot comment on the product; too late and the delivery experience is forgotten.
How long does the returns and refund experience survey take to complete?
About 2 minutes: 5 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
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- Transactional NPSNPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.