Returns Process Feedback
This returns process feedback form helps e-commerce businesses understand the customer experience during product returns. Using Customer Effort Score (CES) methodology combined with detailed touchpoint analysis, the survey identifies pain points in your return process - from initiating the return to receiving the refund. Gather actionable insights to reduce return friction and increase customer retention.
Try the Form
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
export function returnsExperienceSurvey(form: FormTs) {
// Returns Experience Survey - Comprehensive return process feedback
// Demonstrates: CES Scale, StarRating, MatrixQuestion, Slider, Conditional Flows
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Was Your Return Experience?',
computedValue: () => 'Help us improve our returns process with your feedback.',
customStyles: {
background: 'linear-gradient(135deg, #7c3aed 0%, #5b21b6 100%)',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center',
fontSize: '15px'
}
});
});
// ============================================
// SECTION 1: Customer Effort Score
// ============================================
const effortSection = form.addSubform('effort', {
title: 'Overall Effort',
customStyles: () => {
const ces = effortSection.ratingScale('effortScore')?.value();
if (ces !== null && ces !== undefined) {
if (ces >= 6) return { backgroundColor: '#dcfce7', padding: '16px', borderRadius: '8px' };
if (ces >= 4) return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
}
return { padding: '16px', borderRadius: '8px', border: '1px dashed #cbd5e1' };
}
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to return your product?',
size: 'lg',
alignment: 'center',
isRequired: true
});
});
// ============================================
// SECTION 2: Return Reason
// ============================================
const reasonSection = form.addSubform('reason', {
title: 'Return Details',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
reasonSection.addRow(row => {
row.addRadioButton('returnReason', {
label: 'Why did you return this product?',
options: [
{ id: 'wrong-size', name: 'Wrong size/fit' },
{ id: 'not-as-described', name: 'Product not as described' },
{ id: 'quality-issue', name: 'Quality issues/defective' },
{ id: 'changed-mind', name: 'Changed my mind' },
{ id: 'found-better', name: 'Found a better alternative' },
{ id: 'arrived-late', name: 'Arrived too late' },
{ id: 'damaged', name: 'Arrived damaged' },
{ id: 'other', name: 'Other reason' }
],
orientation: 'vertical',
isRequired: true
});
});
reasonSection.addRow(row => {
row.addTextbox('otherReason', {
label: 'Please specify:',
placeholder: 'Describe your return reason...',
isVisible: () => reasonSection.radioButton('returnReason')?.value() === 'other',
isRequired: () => reasonSection.radioButton('returnReason')?.value() === 'other'
});
});
// ============================================
// SECTION 3: Process Touchpoints (Matrix)
// ============================================
const touchpointsSection = form.addSubform('touchpoints', {
title: 'Rate Each Step',
isVisible: () => reasonSection.radioButton('returnReason')?.value() !== null,
customStyles: { backgroundColor: '#f8fafc', padding: '16px', borderRadius: '8px' }
});
touchpointsSection.addRow(row => {
row.addMatrixQuestion('processRatings', {
label: 'How would you rate each step of the return process?',
rows: [
{ id: 'initiate', label: 'Initiating the return request', isRequired: true },
{ id: 'label', label: 'Getting the return label', isRequired: true },
{ id: 'packaging', label: 'Packaging instructions', isRequired: false },
{ id: 'dropoff', label: 'Drop-off / Pickup experience', isRequired: true },
{ id: 'tracking', label: 'Return tracking updates', isRequired: false },
{ id: 'refund', label: 'Refund processing', isRequired: true }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' },
{ id: 'na', label: 'N/A' }
],
fullWidth: true,
striped: true
});
});
// ============================================
// SECTION 4: Return Method & Timing
// ============================================
const methodSection = form.addSubform('method', {
title: 'Return Method',
isVisible: () => touchpointsSection.matrixQuestion('processRatings')?.areAllRequiredRowsAnswered() === true
});
methodSection.addRow(row => {
row.addRadioButton('returnMethod', {
label: 'How did you return the product?',
options: [
{ id: 'mail', name: 'Mail (dropped at carrier)' },
{ id: 'pickup', name: 'Scheduled pickup' },
{ id: 'store', name: 'In-store return' },
{ id: 'locker', name: 'Drop-off locker' }
],
orientation: 'horizontal'
});
});
methodSection.addRow(row => {
row.addSlider('refundDays', {
label: 'How many days did it take to receive your refund?',
min: 1,
max: 30,
step: 1,
showValue: true,
unit: 'days',
defaultValue: 7
});
});
methodSection.addRow(row => {
row.addStarRating('refundSpeedSatisfaction', {
label: 'How satisfied were you with the refund speed?',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 5: Communication Quality
// ============================================
const communicationSection = form.addSubform('communication', {
title: 'Communication',
isVisible: () => methodSection.radioButton('returnMethod')?.value() !== null,
customStyles: { backgroundColor: '#eff6ff', padding: '16px', borderRadius: '8px' }
});
communicationSection.addRow(row => {
row.addStarRating('emailUpdates', {
label: 'Quality of email updates during the return',
maxStars: 5,
size: 'md'
}, '1fr');
row.addStarRating('statusClarity', {
label: 'Clarity of return status information',
maxStars: 5,
size: 'md'
}, '1fr');
});
communicationSection.addRow(row => {
row.addThumbRating('policyClarity', {
label: 'Was the return policy clear and easy to understand?',
size: 'lg',
showLabels: true,
upLabel: 'Yes, very clear',
downLabel: 'No, confusing',
alignment: 'center'
});
});
// ============================================
// SECTION 6: Pain Points (Conditional)
// ============================================
const painPointsSection = form.addSubform('painPoints', {
title: 'What Could Be Improved?',
isVisible: () => {
const ces = effortSection.ratingScale('effortScore')?.value();
return ces !== null && ces !== undefined && ces <= 4;
},
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
painPointsSection.addRow(row => {
row.addCheckboxList('painPointAreas', {
label: 'Which areas caused friction? (Select all that apply)',
options: [
{ id: 'find-return', name: 'Finding how to start a return' },
{ id: 'too-many-steps', name: 'Too many steps required' },
{ id: 'label-issues', name: 'Problems with return label' },
{ id: 'packaging-unclear', name: 'Unclear packaging requirements' },
{ id: 'dropoff-inconvenient', name: 'Inconvenient drop-off options' },
{ id: 'slow-refund', name: 'Slow refund processing' },
{ id: 'poor-communication', name: 'Poor communication/updates' },
{ id: 'support-needed', name: 'Needed to contact support' }
],
orientation: 'vertical'
});
});
painPointsSection.addSpacer({ height: '16px' });
painPointsSection.addRow(row => {
row.addTextarea('painPointDetails', {
label: 'Please describe what made the process difficult:',
placeholder: 'Share the specific issues you encountered...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 7: Future Behavior
// ============================================
const futureSection = form.addSubform('future', {
title: 'Looking Ahead',
isVisible: () => {
const method = methodSection.radioButton('returnMethod')?.value();
const ces = effortSection.ratingScale('effortScore')?.value();
return method !== null || (ces !== null && ces !== undefined && ces <= 4);
}
});
futureSection.addRow(row => {
row.addRadioButton('futureConfidence', {
label: 'Based on this experience, how confident are you in shopping with us again?',
options: [
{ id: 'very-confident', name: 'Very confident - easy returns give me peace of mind' },
{ id: 'somewhat-confident', name: 'Somewhat confident' },
{ id: 'neutral', name: 'Neutral - return experience was okay' },
{ id: 'less-confident', name: 'Less confident - might hesitate to order' },
{ id: 'not-confident', name: 'Not confident - return was too difficult' }
],
orientation: 'vertical'
});
});
futureSection.addRow(row => {
row.addSuggestionChips('improvements', {
label: 'What would improve our return process? (Select up to 3)',
suggestions: [
{ id: 'free-returns', name: 'Free return shipping' },
{ id: 'longer-window', name: 'Longer return window' },
{ id: 'instant-refund', name: 'Instant refunds' },
{ id: 'more-locations', name: 'More drop-off locations' },
{ id: 'home-pickup', name: 'Free home pickup' },
{ id: 'no-box', name: 'Boxless returns' },
{ id: 'exchange-option', name: 'Easy exchange option' },
{ id: 'better-tracking', name: 'Better tracking' }
],
max: 3,
alignment: 'center'
});
});
// ============================================
// SECTION 8: Additional Comments
// ============================================
const commentsSection = form.addSubform('comments', {
title: 'Additional Feedback',
isVisible: () => futureSection.radioButton('futureConfidence')?.value() !== null
});
commentsSection.addSpacer({ height: '8px' });
commentsSection.addRow(row => {
row.addTextarea('additionalFeedback', {
label: 'Any other comments about your return experience?',
placeholder: 'Share anything else you would like us to know...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => futureSection.radioButton('futureConfidence')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const ces = effortSection.ratingScale('effortScore')?.value();
const reason = reasonSection.radioButton('returnReason')?.value();
const method = methodSection.radioButton('returnMethod')?.value();
const refundDays = methodSection.slider('refundDays')?.value();
const refundSatisfaction = methodSection.starRating('refundSpeedSatisfaction')?.value();
const confidence = futureSection.radioButton('futureConfidence')?.value();
const improvements = futureSection.suggestionChips('improvements')?.value() || [];
if (!ces) return '';
const cesLevel = ces >= 6 ? 'Easy' : ces >= 4 ? 'Moderate' : 'Difficult';
const cesEmoji = ces >= 6 ? '🟢' : ces >= 4 ? '🟡' : '🔴';
const reasonLabels: Record<string, string> = {
'wrong-size': 'Wrong size/fit',
'not-as-described': 'Not as described',
'quality-issue': 'Quality issue',
'changed-mind': 'Changed mind',
'found-better': 'Found better',
'arrived-late': 'Arrived late',
'damaged': 'Arrived damaged',
'other': 'Other'
};
const methodLabels: Record<string, string> = {
'mail': 'Mail drop-off',
'pickup': 'Scheduled pickup',
'store': 'In-store',
'locker': 'Drop-off locker'
};
let summary = 'Return Experience Summary\n';
summary += '═'.repeat(28) + '\n\n';
summary += `${cesEmoji} Effort Score: ${ces}/7 (${cesLevel})\n`;
summary += `Return Reason: ${reasonLabels[reason || ''] || 'Not specified'}\n`;
summary += `Return Method: ${methodLabels[method || ''] || 'Not specified'}\n`;
if (refundDays) {
summary += `Refund Time: ${refundDays} days\n`;
}
if (refundSatisfaction) {
summary += `Speed Satisfaction: ${'★'.repeat(refundSatisfaction)}${'☆'.repeat(5 - refundSatisfaction)}\n`;
}
if (improvements.length > 0) {
summary += `\nSuggested Improvements: ${improvements.length}`;
}
return summary;
},
customStyles: () => {
const ces = effortSection.ratingScale('effortScore')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px'
};
if (ces !== null && ces !== undefined) {
if (ces >= 6) return { ...baseStyles, backgroundColor: '#dcfce7', borderLeft: '4px solid #22c55e' };
if (ces >= 4) return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return baseStyles;
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Return Feedback',
isVisible: () => futureSection.radioButton('futureConfidence')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your input helps us improve our return process. We appreciate you taking the time to share your experience with us.'
});
}
Frequently Asked Questions
When should I send the returns experience survey?
Send the survey 1-2 days after the refund has been processed. This ensures customers have completed the full return journey and can provide accurate feedback on the entire process.
What is Customer Effort Score (CES)?
CES measures how easy it was for customers to complete a task - in this case, returning a product. Lower effort correlates with higher customer loyalty. CES is scored 1-7, with 1 being very difficult and 7 being very easy.
How can I reduce return friction?
Common friction points include: complicated return initiation, unclear policies, long wait times for labels, poor communication during transit, and slow refund processing. This survey identifies which areas need improvement.
Should I ask why customers are returning products?
Yes! Understanding return reasons helps improve product quality, descriptions, and sizing information. This survey captures return reasons without being intrusive.
How do I handle negative feedback about returns?
Follow up personally with customers who report poor experiences. Offer expedited refunds or store credit as goodwill gestures. Use aggregate data to make systemic improvements.