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

Template Overview

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

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

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

Matrix

For that return, how easy or difficult was each step?

Rows	Very difficult	Difficult	Neutral	Easy	Very 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	•	•	•	•	•

Numeric

About how many calendar days passed from drop-off/approval to receiving your refund or replacement?

Accepts a numeric value

Whole numbers only

Opinion Scale

Overall, how fair did the returns process feel?

Range: 1 – 10

Min: Very unfairMid: NeutralMax: Very fair

Rating

How satisfied were you with the speed of your refund or exchange?

Scale: 11 (star)

Min: Very dissatisfiedMax: Very satisfied

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

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

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: [Object Object]Mode: Fast

Q18

Chat Message

Thanks for completing the survey! Your feedback helps improve retail returns.

Frequently Asked Questions

What is QuestionPunk?

QuestionPunk is a lightweight survey platform for live AI interviews you control. It's fast, flexible, and scalable—adapting every question in real time, moderating responses across languages, letting you steer prompts, models, and flows, and even generating surveys from a simple prompt. Get interview-grade insight with survey-level speed across qual and quant.

How do I create my first survey?

Sign up, then decide how you want to build: let the AI generate a survey from your prompt, pick a template, or start from scratch. Choose question types, set logic, and preview before sharing.

How can I share surveys with my team?

Send a project link so teammates can view and collaborate instantly.

Can the AI generate a survey from a prompt?

Yes. Provide a prompt and QuestionPunk drafts a survey you can tweak before sending.

How long does support typically take to reply?

We reply within 24 hours—often much sooner. Include key details in your message to help us assist you faster.

Can I export survey results?

Absolutely. Export results as CSV straight from the results page for quick data work.

Returns