Ecommerce Returns Journey Satisfaction Survey

Welcome, and thank you for agreeing to share your feedback. This survey asks about your recent returns experience. It takes approximately 12 minutes to complete. There are no right or wrong answers — we are interested in your honest opinions. Your responses are confidential and will be reported in aggregate only. Participation is voluntary, and you may stop at any time. Please click 'Next' to begin.

Have you completed a product return with us (item sent or handed back) in the past 12 months?

• Yes
• No

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

What was the primary reason for your most recent return?

• Item was defective or damaged
• Wrong item received
• Item did not match description
• Changed my mind
• Sizing or fit issue
• Found a better price elsewhere
• Arrived too late
• Other (please specify)

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 or drop box
• I arranged my own shipping (not using a provided label)
• Other (please specify)

Approximately how many returns have you made with us in the last 12 months?

• 1
• 2–3
• 4–5
• 6 or more

The following questions are about the pickup portion of your return. If your return did not involve a courier pickup, these questions will not apply to you.

How satisfied were you with the ease of scheduling your pickup?

How satisfied were you with the courier's punctuality?

How satisfied were you with the packaging and label instructions provided?

How clearly were the inspection criteria communicated to you before or during the return?

How fair did you feel the inspection outcome was?

How satisfied were you with the time it took to complete the inspection?

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

Approximately how many calendar days passed from sending or handing off the item to receiving your refund or resolution?

• 1–3 days
• 4–7 days
• 1–2 weeks
• 2–4 weeks
• More than 4 weeks
• Still waiting
• Not sure

How would you rate the speed from sending or handing off the item to receiving your refund or resolution?

How confident are you that the refund or credit amount was correct?

Which channels did you receive updates about your return through? Select all that apply.

• Email
• SMS or text message
• Mobile app push notification
• Website order status page
• Phone call
• In-store staff
• I did not receive any updates

How satisfied were you with the frequency and clarity of updates you received about your return?

Please rank the following return aspects by importance to you, with the most important at the top.

1. Speed to refund or resolution
2. Clear inspection criteria
3. Pickup convenience
4. Proactive status updates
5. Flexible refund options

Overall, how satisfied are you with your most recent returns experience?

How likely are you to recommend our returns process to a friend or colleague?

Based on your experience, what is one thing we could improve about the returns process?

We'd like to understand your returns experience in more depth. Our AI assistant will ask a couple of brief follow-up questions based on your earlier responses.

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Which best describes your gender?

• Woman
• Man
• Non-binary
• Self-describe
• Prefer not to say

In which region do you currently live?

• Africa
• Asia
• Europe
• Middle East
• North America
• Oceania
• South America
• Prefer not to say

Thank you for your time — your feedback helps us improve the returns experience for all customers.