Return & Refund Request Form

Who this template is for

Return & Refund Request Form is built for online shops, makers and subscription brands who need to take an order, a deposit or a recurring payment without a checkout build.

• Online shops, makers and subscription brands working in e-commerce & payments.
• Teams who need to take an order, a deposit or a recurring payment without a checkout build without writing code or paying for a custom build.
• Anyone replacing orders arriving as half-finished emails with no payment attached with one structured record per enquiry.
• Respondents are shoppers and repeat customers — the form asks them 12 questions across 3 screens.
• Mobile-heavy audiences, thanks to the one-question-per-screen card layout.

Why this form is useful

It removes the cost of orders arriving as half-finished emails with no payment attached and turns each submission into a record your team can act on immediately.

• 6 questions are required, so submissions arrive complete instead of needing a follow-up email.
• It collects a verified email address so replies and confirmations land.
• It accepts a document or photo upload as evidence.
• It pins the request to a specific date.
• Conditional logic hides 6 questions until they are relevant — shorter forms convert better than long ones.
• Splitting the form across 3 pages keeps each screen short and shows respondents how much is left.
• Every response is stored, searchable and exportable, so nothing depends on one person's inbox.

How to use this template

From copy to live form is a few minutes of work, and every step is reversible.

1. 1Press “Use this template” — a fresh copy of Return & Refund Request Form lands in your workspace, ready to edit.
2. 2Rename or delete any question, and change what is required. Nothing here is fixed.
3. 3Open Notifications and add the email addresses that should be alerted on each submission; add an auto-reply to the respondent if the form collects an email address.
4. 4Check the upload limits on the file question so respondents can attach what you actually need.
5. 5Publish it, then either share the link directly or paste the embed snippet into your site — the embedded form resizes to fit and loads no marketing or advertising trackers.
6. 6Watch responses land in Submissions, where you can filter, label and export them to CSV or PDF.

Logic and conditions blueprint

Exactly how this form behaves as it is answered — 6 conditional rules ship with it.

• Features advanced show logic: if “Reason for return” is Damaged or faulty, the form dynamically exposes “Photo of the damage or fault”. Otherwise that question never appears.
• Features conditional validation: if “Reason for return” is Damaged or faulty, “Photo of the damage or fault” becomes mandatory before the form can be sent.
• Features advanced show logic: if “Preferred resolution” is Refund, the form dynamically exposes “Refund method”. Otherwise that question never appears.
• Features advanced show logic: if “Preferred resolution” is Exchange, the form dynamically exposes “Replacement item or size wanted”. Otherwise that question never appears.
• Features advanced show logic: if “Preferred resolution” is Refund, the form dynamically exposes “Return shipping details”. Otherwise that question never appears.
• Features advanced show logic: if “Preferred resolution” is Exchange, the form dynamically exposes “Return shipping details”. Otherwise that question never appears.
• All 6 rules are editable in the Logic tab, and the built-in checker warns about rules that contradict each other.