Form · Customer success
Customer complaint form template
Built around a purchase rather than a general grievance. It asks where the customer bought, so a store visit is asked which branch while an online order goes straight to the order number, then lets them tick every problem at once. It closes by asking whether they'd buy again if it were put right, and customers who want a phone call get a number question and an ending that says so.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Sorry your order didn't go the way it should. Tell us what happened and we'll work out how to put it right.
First, your name and the email you used when you bought
Where did you buy from us?
Which store was it, and roughly what time were you there?
Your order or receipt number, if you have it
What did you buy or book?
When did the problem happen?
What went wrong? Pick everything that applies.
Tell us what happened, in your own words.
Photos of the item, or a screenshot of the order or charge
What would put this right for you?
If we sort this out, how likely are you to buy from us again?
How would you like us to get back to you?
What number should we call?
Endings
Complaint received
We'll call you
The flow
Where each answer leads. Every route here is editable once the form is yours.
Contact info
Single select
Short text
Short text
Short text
Date
Multi select
Long text
File upload
Single select
Opinion scale
Single select
Phone
What this template uses
- Contact info
- Single select
- Short text
- Date
- Multi select
- Long text
- File upload
- Opinion scale
- Phone
- 5 branches
- 2 endings
Questions to consider
- Where do your customers buy: online, in store, by phone, through other sellers? Keep only the channels you have.
- What can your team really offer to put things right? Remove any resolution you wouldn't give.
- Who is allowed to approve a refund or replacement, and do they see these complaints directly?
- Should complaints about a store go to that store's manager as well as head office?
How to use the responses
Reply first to the customers who scored themselves likely to come back, because a good fix keeps them. Check the order number against your records before replying so your first message already knows what they bought. Export to CSV each month and count the ticked problems by store and by channel: late deliveries from one channel or rudeness at one branch are fixable at the source.
How to customize and share it
- 1Edit the channels and the problem list to match how you sell and what usually goes wrong.
- 2Change both endings to state your real reply time and who will be in touch.
- 3Link the form from order emails, receipts and your returns page so it's there when something goes wrong.
Frequently asked questions
What should a customer complaint form include?
Contact details, where and what the customer bought, an order or receipt number, what went wrong, any photos, and the outcome they are hoping for.
Why ask customers what resolution they want?
It tells you whether they want their money back, a replacement or just an explanation, so your first reply can offer the right thing instead of guessing.
How quickly should I respond to a customer complaint?
Acknowledge it as soon as you can, ideally the same working day, and say when they'll hear the outcome. The ending of this form is the place to state that time.
Can I put a complaint form on my website or receipts?
Yes. Share it as a link, print the link on receipts, or embed it on your contact page. Every complaint arrives in your dashboard.