When to use this template
Start with the questions below, then adapt them to your own process. Publish a realistic response process and ask people to omit payment-card details and passwords from their description.
Ask focused questions that turn a customer experience into an actionable improvement. Use this version when you need to give customers a clear way to describe a problem and request a resolution.
Questions included
- Your nameShort answer · Required
- Email addressEmail · Required
Used to respond about this request.
- Order or reference numberShort answer · Required
- What happened?Long answer · Required
- When did it happen?Date · Optional
- What resolution would help?Long answer · Optional
- Preferred response channelDropdown · Optional
Make it your own
- Replace the introduction with your own context for customer complaint.
- Publish a realistic response process and ask people to omit payment-card details and passwords from their description.
- Check required questions, remove information you do not need, then test the form on a phone.
- Publish a copy and share its link or embed it on your page.
Before you publish
Keep optional contact details separate from feedback and explain who will review responses.
Common questions
What does this customer complaint form collect?
It includes order or reference number, what happened, when did it happen, what resolution would help. Every question can be edited before you publish.
What should I customize before sharing it?
Publish a realistic response process and ask people to omit payment-card details and passwords from their description.
What happens after someone submits it?
Keep optional contact details separate from feedback and explain who will review responses. Published copies store responses in the form inbox. Optional owner email notifications require a connected email service.