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Retail Returns & Refunds Experience Survey Template

Free, customizable template with ready-to-use questions to measure return ease, speed, and fairness. Improve policies, cut churn, and boost CSAT.

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
Dropdown
When was your most recent retail return or exchange?
  • Within the last 30 days
  • 31–90 days ago
  • 3–6 months ago
  • 7–12 months ago
  • I have not made a return in the past 12 months
Q2
Multiple Choice
How did you complete that return?
  • In-store return counter
  • Carrier drop-off location (e.g., UPS, FedEx)
  • Courier home pickup
  • Parcel locker or kiosk
  • Mailed directly to the retailer
Q3
Matrix
For that return, how easy or difficult was each step?
RowsVery difficultDifficultNeutralEasyVery easy
Starting the return or requesting authorization•••••
Packaging the item•••••
Getting the item to a drop-off point or ready for pickup•••••
Tracking the refund or exchange•••••
Receiving the refund or replacement•••••
Q4
Numeric
About how many calendar days passed from drop-off/approval to receiving your refund or replacement?
Accepts a numeric value
Whole numbers only
Q5
Opinion Scale
Overall, how fair did the returns process feel?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q6
Rating
How satisfied were you with the speed of your refund or exchange?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q7
Multiple Choice
Which costs did you personally incur for this return? Select all that apply.
  • No out-of-pocket cost
  • Paid return shipping
  • Restocking fee
  • Packaging or materials
  • Transportation/parking to store
Q8
Constant Sum
Allocate 100 points across the factors below to show what matters most to you in returns.
Total must equal 100
Min per option: 0Whole numbers only
Q9
Opinion Scale
Compared with other retailers you use, how is this retailer’s returns process?
Range: 1 – 10
Min: Much worseMid: About the sameMax: Much better
Q10
Opinion Scale
Attention check: To confirm you’re paying attention, please select 3 on this scale.
Range: 1 – 10
Min: 1Mid: 3Max: 5
Q11
Dropdown
What is your age group?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q12
Multiple Choice
Which gender do you identify with?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q13
Dropdown
Where do you currently live?
  • United States
  • Canada
  • United Kingdom
  • European Union
  • Australia or New Zealand
  • India
  • Other
Q14
Dropdown
What is the highest level of education you have completed?
  • Less than high school
  • High school or equivalent
  • Some college/no degree
  • 2-year degree
  • 4-year degree
  • Postgraduate degree
  • Prefer not to say
Q15
Dropdown
What is your current employment status?
  • Employed full-time
  • Employed part-time
  • Self-employed
  • Student
  • Unemployed and seeking work
  • Not in labor force (e.g., retired, caregiver)
  • Prefer not to say
Q16
Long Text
What one change would most improve your returns experience?
Max 600 chars
Q17
AI Interview
AI Interview: 2 Follow-up Questions on your returns experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q18
Chat Message
Thanks for completing the survey! Your feedback helps improve retail returns.

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