Post-Return Satisfaction & Process Feedback Survey
Measures customer satisfaction with return, refund, and exchange processes. Identifies specific friction points and captures qualitative feedback to guide operational improvements and reduce return-related churn.
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
19
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! Thank you for participating in this brief survey about your most recent return, refund, or exchange experience.
Your responses are completely confidential and will be reported only in aggregate. There are no right or wrong answers — we want your honest opinions.
This survey takes approximately 4–5 minutes to complete. Participation is voluntary and you may stop at any time.
Q2
Dropdown
When did you start your most recent return, refund, or exchange request?
Within the last 7 days
8–14 days ago
15–30 days ago
31–60 days ago
More than 60 days ago
Q3
Multiple Choice
How did you primarily handle your most recent return?
Online returns portal
Contacted customer service (email, chat, or phone)
Mailed the item without using the portal
Dropped off at a carrier location or locker
Returned in store
I attempted a return but did not complete it
Q4
Multiple Choice
What was the outcome of your return?
Full refund to original payment method
Partial refund
Store credit or gift card
Exchange or replacement
Still waiting for resolution
Return was rejected or cancelled
Q5
Dropdown
How long did it take to receive your refund or credit (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
Q6
Opinion Scale
Overall, how easy or difficult was the return process?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q7
Opinion Scale
How would you rate the speed of your refund or exchange processing?
Range: 1 – 7
Min: Very slowMid: NeutralMax: Very fast
Q8
Opinion Scale
How fair or unfair was the outcome of your return?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q9
Opinion Scale
How clearly was the return policy communicated to you?
Range: 1 – 7
Min: Not at all clearlyMid: NeutralMax: Extremely clearly
Q10
Opinion Scale
How well were you kept informed about the status of your return?
Range: 1 – 7
Min: Not at all wellMid: NeutralMax: Extremely well
Q11
Opinion Scale
How satisfied are you overall with how your return was handled?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q12
Opinion Scale
How likely are you to purchase from this company again, given your return experience?
Range: 1 – 7
Min: Very unlikelyMid: NeutralMax: Very likely
Q13
Multiple Choice
Which aspects of the return process, if any, were frustrating? (Select all that apply.)
Finding return instructions
Eligibility or return window requirements
Fees or deductions
Printing a label or repackaging
Scheduling a drop-off or pickup
Shipping or transit time
Refund processing time
Communication or status updates
Customer support interactions
The outcome felt unfair
No notable issues
Q14
AI Interview
We'd like to understand more about your return experience. An AI moderator will ask you a couple of brief follow-up questions.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q15
Long Text
Based on your responses in this survey, please share any additional thoughts or suggestions about your return experience.
Max chars
Q16
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Dropdown
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q18
Dropdown
Where do you live?
United States
Canada
United Kingdom
Australia
European Union (EU/EEA)
Other
Prefer not to say
Q19
Chat Message
Thank you for completing this survey. Your feedback is valuable and will be used to improve the return and refund experience.
Frequently Asked Questions
What is QuestionPunk?
QuestionPunk is an AI-powered survey and research platform that turns traditional surveys into adaptive conversations. Describe your research goal and get a complete survey draft, conduct AI-moderated interviews with dynamic follow-ups, detect low-quality responses, and produce insights automatically. It's fast, flexible, and scalable across qualitative and quantitative research.
How do I create my first survey?
Sign up, then choose how to build: describe your research goal and let AI generate a survey, pick a template, or start from scratch. Add question types, set logic, preview, and share.
Can the AI generate a survey from a prompt?
Yes. Describe your research goal in plain language and QuestionPunk drafts a complete survey with appropriate question types, ordering, and AI follow-up logic. You can then customize before publishing.
What question types are available?
QuestionPunk supports a wide range of question types: opinion scale, rating, multiple choice, dropdown, ranking, matrix, constant sum, AI interview (text and audio), long text, short text, email, phone, date, address, website, numeric, audio/video recording, contact form, chat message, conversation reset, button, page breaks, and more.
How do AI interviews work?
AI interviews conduct adaptive conversations with respondents. The AI asks follow-up questions based on what the respondent says, probing for clarity and depth. You control the personality, tone, model (Haiku, Sonnet, or Opus), and question mode (fixed count, AI decides when to stop, or time-based).
Can I test my survey before launching?
Yes. Use synthetic testing to create AI personas and run them through your survey. This helps catch issues with question flow, logic, and wording before real respondents see it.
How many languages are supported?
QuestionPunk supports 142+ languages. Add languages from the survey editor, auto-translate questions, and share language-specific links. AI interviews also adapt to the respondent's language automatically.
How can I share my survey?
Share via a direct link (with optional custom slug), embed on your website (iframe or script), distribute through Prolific for research panels, or generate a QR code for physical distribution.
Can I export survey results?
Yes. Export as CSV (flat or wide layout), Excel (XLSX), or export the survey structure as PDF/Word. Filter by suspicious level, response type, language, or date range before exporting.
Does QuestionPunk detect fraudulent responses?
Yes. Every response is automatically classified with a suspicious level (low/medium/high) based on attention checks, response timing, and behavioral signals. You can filter flagged responses in the Responses tab.
What are the pricing plans?
Basic (Free): 20 responses/month. Business ($50/month or $500/year): 5,000 responses/month with priority support. Enterprise (Custom): unlimited responses, remove branding, custom domain, and dedicated support.
How long does support take to reply?
We reply within 24 hours, often much sooner. Include key details in your message to help us assist you faster.