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Retail/Ecommerce Returns Survey Template: Pickup to Refund

Use this retail/ecommerce returns survey template to capture customer feedback on pickup, inspection, and refunds. Improve CX, reduce costs, and boost loyalty.

What's Included

AI-Powered Questions

Intelligent follow-up questions based on responses

Automated Analysis

Real-time sentiment and insight detection

Smart Distribution

Target the right audience automatically

Detailed Reports

Comprehensive insights and recommendations

Sample Survey Items

Q1
Multiple Choice
When was your most recent return with us?
  • Within the last 30 days
  • 31-90 days ago
  • 91-180 days ago
  • More than 6 months ago
Q2
Multiple Choice
How did you send the item back for your most recent return?
  • Courier pickup from my address
  • Dropped off at a store
  • Dropped off at a carrier location
  • Parcel locker/drop box
  • I arranged my own shipping (not using a provided label)
Q3
Numeric
How many returns have you made with us in the last 12 months? Please enter a whole number (enter 0 if none).
Accepts a numeric value
Whole numbers only
Q4
Matrix
If your return involved a pickup, how satisfied were you with each aspect? Select “Not applicable” if your return did not involve pickup.
RowsVery dissatisfiedDissatisfiedNeutralSatisfiedVery satisfiedNot applicable
Scheduling a pickup••••••
Available pickup time windows••••••
Pickup punctuality••••••
Courier professionalism••••••
Packaging guidance for pickup••••••
Q5
Matrix
Thinking about the inspection for your most recent return, how would you rate the following?
RowsVery dissatisfiedDissatisfiedNeutralSatisfiedVery satisfiedNot applicable
Clarity about what is inspected••••••
Perceived fairness of the inspection outcome••••••
Time from arrival to inspection••••••
Clarity of any deductions or fees••••••
Q6
Opinion Scale
How would you rate the speed from sending/handing off the item to receiving your refund or resolution?
Range: 1 – 10
Min: Very slowMid: AverageMax: Very fast
Q7
Rating
How confident are you that the refund or credit amount was correct?
Scale: 10 (star)
Min: Not at all confidentMax: Completely confident
Q8
Numeric
About how many calendar days passed from sending/handing off the item to receiving your refund or resolution? Please enter a whole number.
Accepts a numeric value
Whole numbers only
Q9
Multiple Choice
What was the outcome of your most recent return?
  • Full refund to original payment method
  • Partial refund
  • Store credit
  • Exchange
  • Replacement
  • Refund denied
  • Outcome still pending
  • Prefer not to say
Q10
Multiple Choice
Which channels did you receive updates from about your return? Select all that apply.
  • Email
  • SMS/text
  • Mobile app push notification
  • Website order status page
  • Phone call
  • In-store staff
  • I did not receive any updates
Q11
Multiple Choice
Attention check: To confirm you are paying attention, please select “I am paying attention.”
  • Strongly disagree
  • Disagree
  • Neutral
  • Agree
  • I am paying attention
  • Prefer not to answer
Q12
Ranking
Please rank these return aspects by importance to you (top = most important).
Drag to order (top = most important)
  1. Speed to refund/resolution
  2. Clear inspection criteria
  3. Pickup convenience
  4. Proactive status updates
  5. Easy refund options
Q13
Rating
Overall, how satisfied are you with your most recent returns journey?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q14
Opinion Scale
How likely are you to recommend our returns process to a friend or colleague?
Range: 1 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q15
Dropdown
What is your age group?
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q16
Multiple Choice
Which best describes your gender?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
  • Self-describe
Q17
Short Text
Optional: If you selected self-describe, you may specify your gender here.
Max 100 chars
Q18
Multiple Choice
Where do you live?
  • Africa
  • Asia
  • Europe
  • Middle East
  • North America
  • Oceania
  • South America
  • Prefer not to say
Q19
Dropdown
What is the highest level of education you have completed?
  • Less than high school
  • High school or equivalent
  • Some college, no degree
  • Associate degree
  • Bachelor’s degree
  • Master’s degree
  • Doctorate or professional degree
  • Prefer not to say
Q20
Multiple Choice
What is your current employment status?
  • Employed full-time
  • Employed part-time
  • Self-employed
  • Student
  • Homemaker/caregiver
  • Retired
  • Unemployed
  • Prefer not to say
Q21
Long Text
What is one thing we could improve about the returns process?
Max 600 chars
Q22
AI Interview
AI Interview: 2 Follow-up Questions on Your Returns Experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q23
Chat Message
Thank you for your time—your feedback helps us improve the returns experience.

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