For shop owners

Returns registration that quietly tells you why customers send things back

A structured returns form right inside your shop: order number, item, reason — all required fields. No more detective work in your order system, but real data for reducing returns.

Build your returns form
How does it work?

~3 Min processing time per return instead of days of e-mail ping-pong

Recognise these returns e-mails?

"I want to return something" — and nothing else

No order number, no item name, sometimes not even the e-mail address used for the order. You search your order system for clues and write back: "Could you please tell me your order number?"

The return reason stays a mystery

Why is the item coming back? Too small, damaged, not as expected? Without structured reason capture you collect no data — and cannot improve product photos or size charts where it matters.

Every return becomes its own e-mail thread

Follow-up question, reply, another follow-up — three to five e-mails per return is normal. At 50 returns a month, that is hours spent in your inbox instead of on your shop.

How returns work with Questee

  1. 1

    Build the form and embed it in your shop

    Order number, e-mail, affected items, return reason as a select field, optional free text — all definable as required fields. Embed the form via code snippet on your "register a return" page, whether Shopify, WooCommerce or custom-built.

  2. 2

    Customer registers the return completely

    One question per screen, comfortable on mobile too. Without an order number it does not proceed — the follow-up e-mail is eliminated before it exists. Depending on the reason, conditional logic shows matching follow-up questions, such as a photo upload for "arrived damaged".

  3. 3

    You process — and learn from the reasons

    Every registration arrives complete via e-mail notification or webhook into your system. In the analytics you see which items come back and why — "runs small" piling up on one product? Adjust the size note, lower your return rate.

Built for everyday shop returns

Embedding via code snippet

Embed the form via iframe or script directly into your shop page — works with any shop system.

Conditional logic

Photo upload only for damage, size question only for fit issues — the form adapts to the reason.

File upload

Customers upload photos of damaged goods directly — no more 8 MB e-mail attachments.

Webhooks

Every return registration lands automatically in your helpdesk, sheet or inventory workflow.

Reason analytics

Analyse return reasons in a structured way instead of reading e-mail threads — data for return prevention.

Hosted in Germany

Customer data GDPR-compliant on German servers, DPA included — no US-cloud risk for your shop.

Pays off from the first saved follow-up e-mail

Free to try (3 forms, 100 responses/month). Pro for your live shop: unlimited forms, your own branding, €12 a month — less than one lost returns hour.

Free

3 forms, 250 responses/month

Pro

Unlimited, 10,000 responses/month, AI included

View all plans

Questions from everyday shop life

Does this work with Shopify, WooCommerce or my shop system?
Yes — Questee is not a plugin but embeds via code snippet (iframe or script). That works anywhere you can insert HTML: Shopify pages, WooCommerce pages, Jimdo, Webflow or your own shop. You copy one line of code onto your returns page, done.
Does the form verify the order number exists?
The form validates the format (e.g. required field, minimum length, pattern like "QS-12345") — it does not do a live check against your order system. In practice that is enough: most useless returns e-mails fail on completely missing order numbers, not wrong ones. Via webhook you can have incoming registrations checked against your system automatically.
What happens to customer data — is this GDPR-compliant?
Questee hosts exclusively in Germany, transfers encrypted and provides the Art. 28 GDPR data processing agreement. Returns data contains names, addresses and order details — personal data you are responsible for as a shop owner. With German hosting and a DPA, your privacy policy stays clean.
Why not just use a Google Form?
Google Forms stores data with Google in the US — a GDPR risk many shop owners underestimate when it comes to customer data. It also lacks conditional logic for reason-dependent follow-ups, clean embedding in your shop design and webhooks for further processing. A Google Form in your shop also looks like a foreign object — your returns form should look like your shop.
Which return reasons should I ask for?
A short select list works best: too big / too small, do not like it, not as described, arrived damaged, wrong item delivered, delivered too late. Important: a maximum of 6-8 options plus an optional free-text field. Categories that are too fine frustrate customers, too coarse yield no usable data — and that data is the hidden value of the form.
Does Questee also create the return label?
No — Questee structures the registration; you create the label as before via your carrier (DHL, Hermes, DPD). Via webhook you can automate label dispatch though: registration comes in, your workflow tool generates the label and e-mails it to the customer. The registration is the bottleneck Questee solves — not the shipping.
Can I match the form to my shop design?
Yes — colours, logo and wording are customisable, on the Pro plan entirely without Questee branding. Embedded on your returns page, the form feels like a native part of your shop, not an external tool. That noticeably lowers drop-off.

Your next return arrives with an order number

Build the form, drop the snippet into your shop, done. Start free — no contract, no installation.

Start free now