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Return, Refund & Exchange Experience Survey Template

Use this survey template to measure return process satisfaction and speed. Gather feedback on refunds and exchanges to reduce friction 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
Dropdown
When did you start your most recent return request?
  • Within the last 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • More than 60 days ago
Q2
Multiple Choice
How did you initiate and complete that return?
  • Online returns portal
  • Contacted customer service (email/chat/phone)
  • Mailed the item without using the portal
  • Dropped at a carrier location or locker
  • Returned in store
  • I attempted but did not complete the return
Q3
Opinion Scale
Overall, how easy or difficult was the return process?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q4
Opinion Scale
How would you rate the speed of processing/refund?
Range: 1 – 10
Min: Very slowMid: About averageMax: Very fast
Q5
Opinion Scale
How fair was the outcome of your return?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q6
Multiple Choice
Attention check: To confirm you’re paying attention, please select "I am paying attention."
  • I am paying attention
  • I am not paying attention
  • Prefer not to answer
Q7
Multiple Choice
What was the outcome of the return?
  • Full refund to original payment
  • Partial refund
  • Store credit or gift card
  • Exchange or replacement
  • Waiting for a refund
  • Return was rejected or cancelled
Q8
Dropdown
How long did it take to receive your refund (if applicable)?
  • Same day
  • 1–3 days
  • 4–7 days
  • 8–14 days
  • 15–30 days
  • More than 30 days
  • Haven’t received it yet
  • Not applicable
Q9
Matrix
Please rate your agreement with the statements below.
RowsStrongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agree
The return instructions were clear.•••••
I received timely updates on status.•••••
Refund timing and method were clear.•••••
Q10
Multiple Choice
Which parts were frustrating, if any? Select up to three.
  • Finding return instructions
  • Eligibility or return window
  • Fees or deductions
  • Printing label/packaging
  • Scheduling drop-off/pickup
  • Transit time
  • Refund processing time
  • Communication or updates
  • Customer support
  • Outcome felt unfair
  • No notable issues
Q11
Multiple Choice
What is your age?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q12
Multiple Choice
How do you describe your gender?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q13
Dropdown
Where do you live?
  • United States
  • Canada
  • United Kingdom
  • Australia
  • European Union (EU/EEA)
  • Other
  • Prefer not to say
Q14
Multiple Choice
What is the highest level of education you have completed?
  • Less than high school
  • High school or equivalent
  • Some college or trade school
  • Bachelor’s degree
  • Graduate or professional degree
  • Prefer not to say
Q15
Multiple Choice
What is your current employment status?
  • Full-time
  • Part-time
  • Self-employed
  • Student
  • Homemaker or caregiver
  • Unemployed (seeking)
  • Not working (not seeking)
  • Retired
  • Prefer not to say
Q16
Long Text
What is the one change that would most improve returns for you?
Max 600 chars
Q17
Chat Message
Welcome! This brief survey asks about your most recent return. Please answer based on that single experience.
Q18
AI Interview
AI Interview: 2 Follow-up Questions on your return experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q19
Chat Message
Thank you for your time—your feedback helps us improve returns.

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