Measures customer satisfaction, perceived fairness, and friction points across the retail return and refund process to inform policy improvements and reduce post-purchase churn.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
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Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
22
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Welcome to this survey about your recent retail return or exchange experience.
This survey takes approximately 5–7 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions.
All responses are confidential and will be reported only in aggregate. Your feedback will be used to improve retail returns policies and processes.
Please click 'Next' to begin.
Q2
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
Q3
Multiple Choice
How did you complete your most recent 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
Other (please specify)
Q4
Multiple Choice
What type of product did you return? Select all that apply.
Clothing or shoes
Electronics or appliances
Home goods or furniture
Beauty or personal care
Food or beverages
Books, media, or toys
Other (please specify)
Q5
Opinion Scale
Thinking about your most recent return, how easy or difficult was it to find the return policy and determine your eligibility?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q6
Opinion Scale
How easy or difficult was it to initiate the return (e.g., requesting a return label or authorization)?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q7
Opinion Scale
How easy or difficult was it to package and prepare the item for return?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q8
Opinion Scale
How easy or difficult was it to drop off or ship the return?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q9
Dropdown
Approximately how many days passed from when you dropped off or shipped your return to when you received your refund or replacement?
Same day
1–3 days
4–7 days
8–14 days
15–30 days
More than 30 days
I have not yet received it
Not sure
Q10
Opinion Scale
Overall, how satisfied or dissatisfied are you with your most recent return experience?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q11
Opinion Scale
How satisfied were you with the speed of your refund or exchange?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q12
Opinion Scale
Overall, how fair or unfair did the returns process feel?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q13
Opinion Scale
Based on your returns experience, how likely are you to purchase from this retailer again?
Range: 1 – 7
Min: Very unlikelyMid: NeutralMax: Very likely
Q14
Opinion Scale
Compared with other retailers you have returned items to, how would you rate this retailer's returns process?
Range: 1 – 7
Min: Much worseMid: NeutralMax: Much better
Q15
Multiple Choice
Which of the following costs, if any, did you personally pay for this return? Select all that apply.
No out-of-pocket cost
Return shipping fee
Restocking fee
Packaging or materials
Transportation or parking to store
Other (please specify)
Q16
Ranking
Please rank the following factors from most important to least important to you when making a return.
Drag to order (top = most important)
Speed of receiving my refund or replacement
Ease and simplicity of the process
No out-of-pocket return costs
Clear communication and status updates
Flexible return window (time allowed to return)
Q17
Long Text
Based on your most recent return experience, what one change would most improve the returns process for you?
Max chars
Q18
AI Interview
We'd like to explore your returns experience in a bit more depth. Please share what stood out to you — positively or negatively — about your most recent return.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q19
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q20
Multiple Choice
Which gender do you identify with?
Woman
Man
Non-binary
Prefer not to say
Q21
Dropdown
Where do you currently live?
United States
Canada
United Kingdom
European Union
Australia or New Zealand
India
Other
Q22
Chat Message
Thank you for completing this survey! Your feedback will be used to improve the retail returns experience. Your responses are confidential and will be reported only in aggregate.
Frequently Asked Questions
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