What should a return request form ask?

Order number, which item, and why in fixed options. Keep it short: somebody returning something is already unhappy, and a long form is where a return becomes a review.

Should I ask for photos on a returns form?

For damage and faults, yes. A photograph settles most questions immediately and saves asking the customer a second time.

How do I track return reasons?

Use fixed options rather than free text. 'Does not fit' appearing on a quarter of returns for one product is a sizing problem you can fix; the same thing written forty different ways is not.

Can the form issue a return label automatically?

Not on its own, but a webhook can pass the submission to your courier or returns system so a label is generated and emailed without anyone rekeying the order.

Is this return request form template free?

Yes. Use it, publish it and collect answers on the free plan with no card. Paid plans add things like payments, scheduling, removing our badge and your own domain, but none of them are needed to run this form.

Do I need an account to use it?

You need one to edit and publish, because the form has to live somewhere and the answers have to come back to you. Signing up takes about a minute and does not ask for a card. The people filling your form in never need an account.

Can I change the questions?

All of them. The template is a starting point, not a fixed form: add, remove, reword and reorder anything, change the look, and use logic so people only see the questions that apply to them.

Can I put it on my own website?

Yes. Embed it in a page you already have, or share the link. On a paid plan you can serve it from your own domain so the address says your name rather than ours.

Where do the answers go?

Into your dashboard, where you can read, search and export them as CSV. You can also have each response emailed to you, pushed to another tool with a webhook, or sent to a connected integration.

How long does this form take to fill in?

About 2 minutes as it stands, across 6 questions. Every question you cut brings that down, and shorter forms get finished more often.

Orders & requests

Return request

The reason options are written so the answers are useful in aggregate: 'didn't match the description' and 'changed my mind' lead to completely different fixes.

Use this template Browse all templates

Questions: 6
Takes about: 2 min
Style: One page
Scoring: None

Free, no card. It lands in your workspace as an editable draft.

Worth knowing

The welcome screen and the intro text above the first question carry example turnaround times, policies and promises. Rewrite them as yours before you publish — they are the part respondents take literally.

What's in it

Start a return
Welcome screen
Before you start Find your order number on your confirmation email · Items must be returne…
Rich text
1
Order number*
Short text
2
The email on the order*
Email
3
Why are you returning it?*
Arrived damaged · Wrong item sent · Didn't match the description · Doesn't fit · +1
Multiple choice
4
What condition is it in?
Unopened · Opened, unused · Used · Damaged
Multiple choice
5
Photos
File upload
6
What would you like?
Refund · Replacement · Store credit
Multiple choice
Return started
Ending

How to use this template

Open it as a draft
Press "Use this template" and it lands in your workspace as an editable form with all 6 questions already in it. No card, and nothing is published until you say so.
Cut what you do not need
Every question you remove is one fewer reason to abandon the form. It takes about 2 minutes to fill in as it stands, and that is the number worth protecting.
Add from the question bank
Pick what you are missing from the questions below. Drag any of them in, change the wording, and use conditional logic so people only see the ones that apply to them.
Share it, or put it on your own site
Publish to get a link, or embed it in a page you already have. Answers arrive in your dashboard, and you can send them on to anywhere else with a webhook or an integration.

32 return request form questions to choose from

A returns form is a customer service moment disguised as admin. The person filling it in is already disappointed, so every unnecessary field reads as an obstacle.

Ask the reason in fixed options. It is the only part of a return you can count and learn from.

The order

What is your order number?
What is the email address on the order?
When did you order it?
When did it arrive?
Which item are you returning?
How many?
Was it bought as a gift?
Do you still have the original packaging?

Why

Why are you returning it? (Pick the closest)
It arrived damaged
It is faulty
The wrong item was sent
It does not fit
It is not what I expected
I changed my mind
Tell us more, if you would like to.

If it is faulty or damaged

What exactly is wrong with it?
When did you notice?
Attach photographs of the damage or fault.
Was the outer packaging damaged?
Have you used it?
Did it work at first and then stop?
Is it safe to send back?
Would you like a replacement or a refund?

Resolution

What would you like us to do? (Refund, replace, exchange, repair)
If exchanging, which size or variant instead?
What is the return address you are sending from?
Would you like a prepaid label?
Would a partial refund and keeping the item suit you?
What is the best way to contact you?
Would you buy from us again? (0 to 10)
Is there anything we could have done better?

Start from this template See all templates

Return Request form questions, answered

What should a return request form ask?: Order number, which item, and why in fixed options. Keep it short: somebody returning something is already unhappy, and a long form is where a return becomes a review.
Should I ask for photos on a returns form?: For damage and faults, yes. A photograph settles most questions immediately and saves asking the customer a second time.
How do I track return reasons?: Use fixed options rather than free text. 'Does not fit' appearing on a quarter of returns for one product is a sizing problem you can fix; the same thing written forty different ways is not.
Can the form issue a return label automatically?: Not on its own, but a webhook can pass the submission to your courier or returns system so a label is generated and emailed without anyone rekeying the order.
Is this return request form template free?: Yes. Use it, publish it and collect answers on the free plan with no card. Paid plans add things like payments, scheduling, removing our badge and your own domain, but none of them are needed to run this form.
Do I need an account to use it?: You need one to edit and publish, because the form has to live somewhere and the answers have to come back to you. Signing up takes about a minute and does not ask for a card. The people filling your form in never need an account.
Can I change the questions?: All of them. The template is a starting point, not a fixed form: add, remove, reword and reorder anything, change the look, and use logic so people only see the questions that apply to them.
Can I put it on my own website?: Yes. Embed it in a page you already have, or share the link. On a paid plan you can serve it from your own domain so the address says your name rather than ours.
Where do the answers go?: Into your dashboard, where you can read, search and export them as CSV. You can also have each response emailed to you, pushed to another tool with a webhook, or sent to a connected integration.
How long does this form take to fill in?: About 2 minutes as it stands, across 6 questions. Every question you cut brings that down, and shorter forms get finished more often.

Return request

Worth knowing

What's in it

How to use this template

Open it as a draft

Cut what you do not need

Add from the question bank

Share it, or put it on your own site

32 return request form questions to choose from

The order

Why

If it is faulty or damaged

Resolution

Return Request form questions, answered

Worth reading next

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