Who this is for
Built for teams that sell directly to customers.
E Commerce Stores · Apparel And Sizing Sensitive Products · Marketplace Sellers · Brands Reducing Refund Volume
Trigger when a return or refund is requested
The problem this solves
You can track the outcome. You still need to know why it happened.
A return is often a message about unclear product pages, sizing guidance, photos, quality expectations, or delivery problems. This template helps you read returns as a to-do list, not just a refund category. Answers like looked different from the photos or was not the right size often point to page fixes, not product flaws.
When to use it
Trigger when a return or refund is requested
Send shortly after a refund is processed
Best for stores where return rate affects margin or customer trust
Works well on
EmailReturn FlowRefund Follow Up
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.
Buyer needs
The Main Reason Products Are Returned
Buyer needs
Whether The Return Was Preventable With Clearer Information
Buyer needs
Whether The Customer Would Consider Buying Again
Buyer needs
Which Product Page Fixes Can Reduce Future Returns
Inside the survey
The questions
01
Single Choice
"What's the main reason you're returning this?"
02
Long Text
"Is there anything we could have shown or told you beforehand that would have helped?"
Survey preview
See the survey your customer will actually see.
We are sorry this order did not work out. This short survey helps us understand why and what we could make clearer next time.
Returns & Refunds
We are sorry this order did not work out. This short survey helps us understand why and what we could make clearer next time.
1
What's the main reason you're returning this?
2
Is there anything we could have shown or told you beforehand that would have helped?
3
Would you consider buying from us again?
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
Connect this survey to your return or refund flow
2
Review return reasons weekly and group preventable causes
3
Use the answers to improve photos, sizing guides, descriptions, and expectation-setting
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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.