Complaint form template
Hear the whole story the first time: what went wrong, when, the order number and what would make it right, so you can resolve it in one reply.
What’s in this template
- Tell us what went wrong — Eight questions. About three minutes. A real person reads every complaint.Welcome
- 1What’s your complaint about? (optional)Single choice
- 2What happened?Long text
- 3When did it happen? (optional)Date
- 4What’s your order or reference number? (optional)Short text
- 5What would make this right for you? (optional)Single choice
- 6Full nameShort text
- 7EmailEmail
- 8Phone (optional)Phone
- Thanks for telling us, and we’re sorry it went wrong. We’ll reply by email within two working days.Ending
Who it’s for
- Online shopsGet the order number and the problem in one go, instead of chasing details by email.
- Service businessesGive unhappy clients a calm, structured way to raise an issue and say what would help.
- Customer care teamsSort complaints by topic and see the outcome each customer is hoping for before you reply.
Make it yours
- Use the templateIt becomes a draft in your workspace, named after the template, with its welcome screen and background. Nothing is published yet.
- Edit any questionReword it, change the answer type, add or remove screens, pick another background. The preview updates as you type.
- Publish and share the linkOne link, one question per screen, on any device. Answers land in your Responses tab.
Questions people ask
Can I change the questions?
Yes. Using the template creates a draft you can change completely: reword questions, change the topics and outcomes, add your own or delete what you don’t need.
Can customers attach photos of the problem?
File uploads aren’t available. Add a link question and ask people to share their photos from Google Drive or Dropbox.
Does the form issue refunds or replacements?
No. It records the complaint and the outcome the customer wants. You decide what to do and handle any refund in your own store or payment system; the form doesn’t connect to either.
Will the customer get a confirmation email?
Not automatically: the form doesn’t send emails to respondents. They see your thank-you message when they submit, every complaint lands in your Responses tab, and you reply from your own inbox.
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Make the complaint form yours.
Free · 8 questions · about 3 minutes. Sign in with your email and the draft is waiting.