Return & Exchange Request Form

Return and exchange forms help streamline your returns process by collecting all necessary information upfront. This guide covers the return request form templates available in Qivra Form Builder.

Why Use Return Forms?

Return forms help you:

Benefit	Description
Collect Info	Get all details needed to process
Reduce Emails	Fewer back-and-forth messages
Track Requests	Centralized return management
Improve Experience	Clear process for customers

Available Return Templates

Return Request Form

For processing product returns and refunds.

Included Fields:

Field	Type	Required
Order Number	Text	Yes
Customer Name	Text	Yes
Email	Email	Yes
Phone	Phone	No
Product to Return	Dropdown	Yes
Quantity	Number	Yes
Return Reason	Dropdown	Yes
Reason Details	Text Area	Conditional
Refund Method	Radio	Yes
Additional Comments	Text Area	No

Best For:

• E-commerce stores
• Retail businesses
• Any business accepting returns

Exchange Request Form

For customers wanting to exchange products.

Included Fields:

Field	Type	Required
Order Number	Text	Yes
Customer Name	Text	Yes
Email	Email	Yes
Product to Exchange	Dropdown	Yes
Current Size/Color	Dropdown	Yes
Desired Size/Color	Dropdown	Yes
Exchange Reason	Dropdown	Yes
Comments	Text Area	No

Best For:

• Clothing stores
• Products with size/color options
• Flexible exchange policies

Warranty Claim Form

For products under warranty.

Included Fields:

Field	Type	Required
Customer Name	Text	Yes
Email	Email	Yes
Phone	Phone	Yes
Product Name	Text	Yes
Purchase Date	Date	Yes
Purchase Location	Dropdown	Yes
Order Number	Text	No
Issue Type	Dropdown	Yes
Issue Description	Text Area	Yes
Photos of Issue	File Upload	Yes
Desired Resolution	Radio	Yes

Best For:

• Electronics
• Appliances
• Products with warranties

Using a Return Template

Step 1: Access Templates

1. Go to Qivra Form Builder
2. Click Templates
3. Filter by “Return” category

Step 2: Preview and Select

1. Preview available templates
2. Choose one matching your process
3. Click Use this template

Step 3: Customize

Modify for your policy:

• Update return reasons
• Set refund methods
• Add your terms
• Adjust required fields

Customizing Return Forms

Return Reason Options

Common return reasons:

Reason	Description
Wrong item received	Shipping error
Item damaged	Arrived damaged
Item defective	Quality issue
Not as described	Mismatch with listing
Changed mind	No longer wanted
Better price elsewhere	Found cheaper
Wrong size	Sizing issue
Other	Catch-all

Refund Method Options

Method	Description
Original payment method	Refund to card
Store credit	Gift card balance
Exchange	Different item
Shipping refund	Include shipping

Conditional Fields

Show fields based on reason:

IF "Return Reason" = "Item damaged"
THEN show "Damage Description" field
AND require "Photo Upload"

IF "Return Reason" = "Wrong size"
THEN show "What size was ordered"
AND show "What size is needed"

Product Selector

Use Product Selector field:

1. Customer searches for product
2. Selects exact product
3. Submission includes product details

Multi-Step Return Forms

Break long forms into steps:

Recommended Structure

Step 1: Order Information

• Order Number
• Email
• Phone

Step 2: Product Details

• Product to Return
• Quantity
• Reason

Step 3: Additional Information

• Photos
• Comments
• Preferred Resolution

Benefits

Benefit	Why It Matters
Less overwhelming	Easier to complete
Progress tracking	Users see progress
Conditional steps	Show relevant sections

Return Form Best Practices

Essential Information

Always collect:

Field	Why Needed
Order number	Locate the order
Email	Match to customer
Product	What’s being returned
Reason	Process appropriately

Clear Return Policy

Include your policy in the form:

Return Policy:
- Returns accepted within 30 days
- Items must be unused and in original packaging
- Refund processed within 5-7 business days
- Shipping costs are non-refundable
- Sale items are final sale

Photo Requirements

For damaged/defective items:

Requirement	Why
Clear photos	Document issue
Multiple angles	Show full extent
Include packaging	Proof of condition

Expected Timeline

Set expectations:

What happens next:
1. We'll review your request (1-2 business days)
2. You'll receive return instructions via email
3. Ship the item back using provided label
4. Refund processed within 5-7 days of receipt

Processing Return Requests

Notification Setup

1. Route to customer service team
2. Include all relevant details
3. Link to order in Shopify

Return Workflow

1. Receive - Get return request
2. Verify - Check order and eligibility
3. Approve/Deny - Based on policy
4. Send Instructions - How to return
5. Receive Item - Get shipment
6. Process Refund - Issue refund
7. Notify Customer - Confirmation

Response Templates

Approval Email:

Hi {name},

Your return request for Order #{order_number} has been approved.

Return Instructions:
1. Pack items in original packaging
2. Include this email printed
3. Use the prepaid label attached
4. Drop off at any carrier location

Tracking number: {tracking}

Refund will be processed within 5-7 days of receipt.

Questions? Reply to this email.

Denial Email:

Hi {name},

We've reviewed your return request for Order #{order_number}.

Unfortunately, we're unable to process this return because:
{reason}

Our return policy: {policy_link}

If you have questions, please contact us.

Displaying Return Forms

Order Confirmation Emails

Include return link in emails:

Need to return something?
Start your return here: {return_form_link}

Customer Account Page

Add link in account area:

• Order history
• Quick actions
• Help section

Contact Page

Link to return form:

• “Start a Return” button
• Clear call to action
• Easy to find

Help/FAQ Page

Include in help resources:

• Return policy article
• Step-by-step guide
• Link to form

Tracking Return Metrics

Key Metrics

Metric	Description
Return rate	% of orders returned
By reason	Why items are returned
By product	Which products have issues
Processing time	How fast you process

Using Data

• Identify problem products
• Improve descriptions
• Address quality issues
• Update sizing guides

Video Tutorial

Play

Related Docs

• Using Form Templates
• Multi-Step Forms
• Conditional Logic
• Product Selector Field