The order, the item, the reason and what the customer would like. A photo is asked for, and required, only for damage and faults; the packaging question appears only for change-of-mind returns; and on Pro, replacements and size exchanges drop out of the choices when they do not fit the reason. A first reply, written from your own returns policy, is written and ready; it switches on with Pro.
Online shops and product brands that handle returns by email today and want every request to arrive with the order number and a photo.
Put the link in your order confirmation and on your returns page.
Every question in this template
The pages as a respondent meets them. Pick any question to open it in the live preview above.
- Page 1Questions4 questions
- Page 2The item5 questions
- Page 3What you'd like2 questions
- ThenThank you, we have your request
We will email you within two working days with what happens next and, if you need one, a returns label.
Conditional logic is already set up
Every answer, in one place
Each response lands in your inbox as a card like this one, with an email to you if you want it. People who stop part-way are kept too, with the answers they gave.
- Partial answers and drop-off by question, on every plan
- CSV, JSON and PDF on every plan, Excel on Pro
- Sheets, Slack, Notion, Airtable, HubSpot and webhooks on Pro
Maya OkaforReturn or refund request · just nowNew- Your name
- Maya Okafor
- Your email
- maya@northstar.co
- Order number
- Their answer, in their own words
- When did it arrive?
- 12 March 2027
- Which item are you sending back?
- Their answer, in their own words
- Why are you returning it?
- It arrived damaged
and 5 more answers
Three steps, a couple of minutes
- Use this template1Make it your own copyIt becomes a draft in your account. Nothing you change touches the original.
- Reword, reorder, re-theme2Change anythingQuestions, pages, logic, theme and logo. It is an ordinary form from here on.
- formkit.app/you/return-request3Publish and shareYour own link, a QR code or an embed. Every answer lands in one inbox.
What this form can also do
Questions about this template
What does the AI reply say?
On Pro, it reads the reason and the date it arrived against the returns policy you paste in, and tells the customer what happens next. Anything it is unsure of waits for a person to check before it is sent.
Can I see why people return things?
Analytics count every reason across responses, and on Pro, AI insights pick out the products and problems that come up most.
Can it link to my shop?
Not to an order system directly. On Pro, a signed webhook can pass each request to your shop or help desk as it arrives.