Survey template: Ecommerce Shopper survey about returns process

Getting actionable feedback on your returns process doesn’t have to be a struggle. Use this AI-powered survey template from Specific to reveal pain points and ideas your ecommerce shoppers care about—without the usual survey headaches.

What is a conversational survey and why AI makes it better for ecommerce shoppers

Let’s face it: traditional surveys feel clunky, and most responses just aren’t detailed enough. When you’re trying to understand the returns process from the perspective of an ecommerce shopper, you need depth—fast. That’s where a conversational survey, powered by AI survey generation, changes the game.

An AI survey template like this doesn’t just ask the same routine questions and collect basic yes-no answers. Instead, it holds a real chat, using dynamic follow-ups to extract clear insights. Why does this matter? Because **returns are expensive and complicated**—the cost of processing e-commerce returns can reach as high as 65% of the original value, eating away at retail profits each year. [3] With apparel return rates online skyrocketing to 40%—four times higher than in-store—retailers need to capture accurate, actionable feedback that goes beyond the basics.[2]

Most manual surveys simply won’t get you there. Designing them eats up endless hours, and results are often scattered and incomplete. AI survey generators, on the other hand, rapidly build expert-level surveys and make instant adjustments as you chat. That’s a huge step up for any CX or ecommerce team weighing strategy or seeking to streamline the returns experience.

Why use AI for ecommerce shopper surveys?

• Specific’s conversational surveys drive richer answers—because AI probes for details, not just a rating.

• Setup is instant. You draft a prompt or use an AI survey template, and the survey is ready to go.

• The feedback feels human: that means higher completion rates and more complete insights, with less stress on your team.

This workflow, backed by Specific’s best-in-class chat experience, ensures your surveys are just as smooth for creators as for respondents. If you’re curious about crafting even better questions, check out our guide to best questions for ecommerce shopper surveys about the returns process.

Automatic follow-up questions based on previous reply

The secret weapon for truly valuable ecommerce shopper surveys? AI-driven follow-ups. With Specific, the survey’s AI isn’t just waiting for checkboxes—it listens and asks smart, relevant follow-up questions instantly, based on exactly what the shopper just said. It’s like having a top-tier interviewer on call 24/7, ensuring you discover the “why” behind every answer—no back-and-forth emails required.

Here’s exactly why that matters. Let’s say you run a regular survey, without any follow-ups:

• Shopper: “The return process was annoying.”

• Traditional survey: (No further questions—the answer is vague and unhelpful.)

• AI follow-up: “Could you share more about what made it annoying—was it finding the return label, shipping the package, or something else?”

By automatically drilling down, you get specific details (maybe the issue is with tracking returns or refund timelines), which leads to informed improvements and a sharper understanding of shopper pain points. These follow-ups also mean you save hours chasing clarifications—AI handles it instantly, every time.

Try generating a survey with Specific and see how the conversation flows naturally. The system’s AI follow-up feature is what makes it a survey that feels like a conversation, not a cold form.

This transforms your survey from static to truly conversational—so respondents feel heard and you get deep, meaningful feedback every time.

Easy editing, like magic

You don’t have time to fiddle with endless settings. With Specific’s AI survey editor, you just chat. Describe what you want changed—wording tweaks, tone adjustments, new questions—and AI instantly updates the template, consulting its research expertise on best practices. That means no manual rewriting: major changes become a matter of seconds, not hours. The AI does the heavy lifting, so you can focus on using the insights—not wrestling with the tool.

Smart delivery options: in-app or sharable landing page

Getting your returns process survey in front of ecommerce shoppers is simple, with flexible delivery to match any context. Here’s how:

• Sharable landing page surveys: Perfect for sending post-purchase via email, sharing on your support site, or distributing through SMS or social. Every shopper gets the same clean, branded experience—ideal for large, diverse audiences or campaigns targeting all recent buyers after peak seasons. (Remember: returns spike during holidays [5].)

• In-product surveys: Embed the conversational AI directly into your ecommerce site or app, so shoppers can complete the survey right after a return is initiated or completed—when insights are freshest and most accurate. This method is powerful for continuous, targeted feedback on returns, especially if your audience often navigates through member accounts.

If you need your team to act fast on trends—say, after seeing a spike in returns or negative feedback about process clarity—these options let you reach shoppers on their terms, capturing the most honest reactions.

AI-powered survey analysis: instant insights on returns process feedback

After gathering responses, Specific’s AI-powered analysis kicks in automatically. The platform summarizes all responses, finds key themes, and highlights actionable insights across the board—no spreadsheets, no data digging. It auto-detects trends like complaints about refund delays or confusing policies, then lets you chat directly with the AI about your results to dig deeper or sort by topics. If you want to see how this works step-by-step, here’s our guide on how to analyze ecommerce shopper returns process survey responses with AI.

This real-time, automated survey insight is a game changer, letting you identify and solve pain points much faster than with manual review. Say goodbye to overwhelming data dumps; get meaningful themes instantly.

Use this returns process survey template now

Get deeper, clearer feedback instantly—start with this AI-powered survey template and turn returns pain into CX wins for your store. Unique features like dynamic follow-up questions and real conversation make it the smartest way to understand and improve your returns process. Or if you want to create a custom survey about anything else from scratch, check out the AI survey generator.