This printable returns experience survey helps retailers capture honest feedback right after a customer completes a return or exchange, using 15 short questions on two pages. The form takes about four minutes and reaches every shopper, including those who would never answer an email survey.
What this survey measures
The questions cover how easy the returns process felt, whether staff were helpful, how quickly the refund or exchange was handled, and whether the policy came across as clear and fair. Questions on the item, the reason for the return, and the channel used show where returns come from. Outcome questions confirm whether the customer's issue was fully resolved and how long the return and refund took, a looking-ahead section gauges how likely they are to shop with you again and recommend you, and two comment boxes invite specific ideas for making returns smoother.
How to use it on paper
Hand the survey to customers at the returns counter or leave copies near the exit with a drop box. Customers fill the checkboxes with a blue or black pen and answer the comment question in their own words. Collect the completed forms and scan them in batches: PaperSurvey reads the checkbox answers with optical mark recognition and converts the handwritten comments to text automatically, so results appear in your dashboard without any manual data entry.
Customize this template
Add your store logo, reword the statements to match your return policy, or add questions about specific departments or channels. The paper layout reflows automatically as you edit, and every copy you print stays scannable.
Preview the PDF above, or use this template to start collecting returns feedback today.