{
  "title": "Returns process survey",
  "questions": [
    "How easy was it to find the return instructions?",
    "Which step required extra effort?",
    "Was the next expected action clear?",
    "Was it clear what would happen after the return was received?",
    "Which return requirement needed more explanation?"
  ],
  "question_notes": [
    "Check whether customers could locate the actual return instructions before acting. Repair discoverability without making completion of this questionnaire a condition for requesting a return.",
    "Locate the return step creating repeated effort or avoidable uncertainty. Examine its requirements before removing a necessary verification step or attributing all difficulty to shipping.",
    "Check whether customers understood what they or the service should do next. Clarify responsibility separately from whether they were satisfied with the return outcome.",
    "Identify uncertainty after the returned item was received, including status and next actions. Explain the real process without promising an unverified refund or response timeframe.",
    "Find a return condition whose meaning customers could not apply to their situation. Provide an accurate example while keeping eligibility decisions within the established process."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: how easy was it to find the return instructions.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: which step required extra effort.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: was the next expected action clear.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: was it clear what would happen after the return was received.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: which return requirement needed more explanation.",
      "optional": true
    }
  ],
  "respondent_instruction": "If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.",
  "note": "Examples to adapt. Not a validated instrument."
}