Part of: Am I losing them after the sale?
This template covers the Refund stage.
These surveys capture what happened at the most emotionally charged moment in the relationship, when something went wrong and the customer decides whether to stay.
Who this is for
Built for teams that sell directly to customers.
Stores Processing Regular Refunds · Teams Trying To Reduce Churn After Service Issues · Brands Improving Refund Operations
Send after the refund has been processed.
The problem this solves
You can track the outcome. You still need to know why it happened.
A refund is often your last chance to keep trust intact. This survey helps you see whether the process felt fair, clear, and fast and what could have prevented the refund before it happened. Use it to recover trust, reduce repeated issues, and improve the experience even when the sale is lost.
When to use it
Send after the refund has been processed.
Works well on
Email
Start with the channel that matches the customer moment, then refine the survey in Launch or Studio before you publish it.
What you'll learn
Three things you should know after the first wave of responses.
Purchase confidence
Whether The Refund Process Felt Smooth, Fair, And Easy To Understand
Checkout friction
What Part Of The Experience Caused The Most Frustration
Buyer needs
What Change Could Prevent A Similar Refund Or Preserve More Goodwill Next Time
Inside the survey
The questions
01
Rating
"How easy was the refund process?"
02
Single Choice
"How long did the refund feel like it took?"
Survey preview
See the survey your customer will actually see.
We are sorry this order did not work out. This quick survey helps us understand how the refund experience felt and what we could have done differently earlier.
Refund Experience
We are sorry this order did not work out. This quick survey helps us understand how the refund experience felt and what we could have done differently earlier.
1
How easy was the refund process?
2
How long did the refund feel like it took?
3
Despite the refund, would you consider buying from us again?
4
What would have prevented the need for a refund in the first place?
Start from this template in Launch, make any wording or branding edits you need, then publish when it is ready to share.
How to use it
Three steps. Two minutes.
1
Use this template to learn whether the refund experience preserved goodwill and what product, page, or fulfillment change would stop similar refunds later.
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Ready when you are
Know why your customers buy. Start collecting answers today.
Sign up free, use the template, customize the survey, and publish when it is ready.