Formify
Customer Service

Return & Refund Request Form Template

Standardise how customers submit return and refund requests. Collect order details, return reason, and preferred resolution in one form.

14 fields included

Full NameText
Email AddressEmail
Phone NumberPhone
Order NumberText
Purchase DateDate
Where did you purchase?Choice
Item(s) to ReturnLong text
Value of Item(s) to ReturnNumber
Condition of ItemChoice
Reason for ReturnChoice
Please describe the issue in detailLong text
Preferred ResolutionChoice
Return Method PreferenceChoice
Additional Details or PhotosLong text

Works for

E-commerce returns

Product exchanges

Damaged goods claims

Wrong item resolution

Subscription cancellations

Warranty claims

Frequently asked questions

How do I track return requests in Google Sheets?

Link the form to Google Sheets and add a 'Status' column with options: Pending, Approved, Rejected, Refund Processed, Exchange Sent. Add a 'Handler' column to assign requests to team members.

Can I set a return window and reject requests outside it?

Add a note in the form description stating your return policy (e.g. 30 days from purchase). Google Forms doesn't enforce deadlines automatically, but your team can filter by 'Purchase Date' in Google Sheets to identify out-of-window requests.

Can customers attach photos of damaged items?

Yes. Add a 'File upload' question in Google Forms so customers can attach photos of faulty or damaged products. Note that respondents need a Google account to upload files.

How do I send a confirmation to the customer when I process their return?

Use AppScript or Zapier to trigger an automated email when the 'Status' column in Google Sheets is updated to 'Approved' or 'Refund Processed'. Include the expected refund timeline and any next steps.

How do I handle returns for digital products or subscriptions?

Add a 'Product Type' field (Physical product, Digital download, Subscription). For digital returns, your resolution options may differ — store credit or subscription pause are common alternatives to refunds.

Can I use this form for warranty claims as well as standard returns?

Yes. The 'Reason for Return' field includes fault-based options. For warranty claims, add a 'Warranty Reference' or 'Date of Original Purchase' field so the team can verify coverage before approving.

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