Free refund request form template
A short refund request, one question a screen, starting with the order number.
- 6 questions
- One question at a time
- 1 conditional
- Free, unlimited responses
Opens in your dashboard with the whole form in front of you. Nothing is created until you say so. Keep it, restyle it, or pick a different one.
Updated October 7, 2026
- Q1
Step 1 of 6
Try it in another theme
Ships in Signal · 26 to choose from
Tap any theme to see this form wearing it.
What this refund request asks, and why
A refund request is easier to finish one question at a time. It starts with the order number, which is what support looks up first. Customers choose what went wrong from five common reasons, and only those reporting a damaged or faulty item are asked for a photo. An optional box takes anything else. They then choose the outcome they want, such as a refund, replacement, store credit or advice, and give the email for the reply. Asking for the outcome often settles a request in one message. The form collects the request; refunds are issued in your own store or payment system.
- Questions
- 6, 4 required, 1 conditional
- Format
- One question at a time
- Theme
- Signal, or any of 26
- Cost
- Free, no response cap
The 6 questions it asks
In order, with their field types and why each one is there. Pick one to see its screen above. Edit, reorder or delete any of them once it's yours.
First, because it is what support looks up before reading anything else.
Five common reasons from a fixed list, so refund reasons can be counted and the biggest one tackled.
Shown only for damaged or faulty items, the one case where a photo usually settles the claim.
Optional, for anything the fixed reasons do not cover.
Refund, replacement, store credit or advice. Asking what they want often resolves the request in one reply.
Where to send the confirmation and the outcome.
1 question is conditional. It only appears when an earlier answer calls for it, so most people answer 5, not 6.
Built for these jobs, and easy to bend to yours
- Ecommerce returns and refunds
- Damaged or faulty item claims
- Event or booking cancellations
- Any refund where the reason shapes the answer
Ways to adapt it
Event cancellations
Replace the order number with a booking reference and the reasons with event-specific ones such as illness or a clash.
Warranty claims
Add a purchase date field and a serial number, and require the photo for every claim.
Subscription refunds
Change the reasons to billing ones, such as an unexpected renewal or a duplicate charge.
How to get good answers from a refund request
- 1
Ask what outcome they want
Many customers would take a replacement or credit if offered. Asking up front avoids assuming every request is a refund.
- 2
Set expectations on timing
Say on the ending screen how long requests take to review and how refunds are paid. It reduces follow-up emails.
- 3
Track the reasons
Count refund reasons each month. A rise in 'not what I expected' points at product photos or descriptions, not the product.
- 4
Keep it friendly
The form is part of the customer's last impression. A short, polite form keeps the relationship intact even when they return something.
After you publish
Where the responses go next
Route to support
On Pro, a webhook or Zapier step can open a ticket in your help desk for each request, so it joins the queue your team already works.
Process the refund
The form collects the request; refunds are issued in your payment or store system. FormSnapp does not move money.
Review the reasons monthly
The answer breakdown shows the most common refund reasons, which tells you what to fix first.
Refund Request: common questions
Still deciding?
Seven steps from an empty account to a published form.
Does this form process refunds?
No. It collects the order, the reason and the outcome the customer wants. Issue the refund in your own store or payment system.
Why one question per screen?
Customers asking for a refund are often already annoyed. One question at a time feels like being helped through a process rather than handed a long form.
When is a photo requested?
Only when the customer says the item arrived damaged or faulty, the case where a picture helps most.
Can I connect it to our help desk?
On Pro, a signed webhook or Zapier or Make can create a ticket in most help desks from each request.
Can I add our returns policy?
Add it to the welcome screen or a text block above the first question, so customers read it before they start.
Related templates
- Bug ReportReport the problem first and add the detail after, across three short steps.9 questions · Multi-step
- Cancellation SurveyWhy they're leaving, asked once and plainly, with no save offer.5 questions · One question at a time
- Contact FormLet visitors reach you with four fields and nothing in the way.4 questions · Single page
Ready to create forms people actually answer?
Beautiful forms, unlimited responses, and real insight, all free to start. No credit card, no catch.
Free forever · or explore templates first