What happened, when, evidence
Complaints you can actually work on
A complaint form you can act on: order reference, date, what happened, an attachment and — the question that changes the tone — what you'd like us to do.
The questions, one per screen
They're already written and every one is editable: text, type, order, whether it's required. Respondents see one at a time.
- 1
Nome e cognome *
Testo breve · required
- 2
Email per la risposta *
Email · required
- 3
Numero d'ordine o riferimento
Testo breve
- 4
Quando è successo?
Data
- 5
Cosa è successo? *
Testo lungo · required
- 6
Allega una foto o un documento, se ce l'hai
Allegato
- 7
Cosa vorresti che facessimo?
Scelta singola · 4 options
When to use it
A complaint that arrives as a free-form email takes three exchanges to establish what happened and when. A form that asks for the reference and the date has both on the first line, with the photo attached.
Three things that help
- «What would you like us to do» changes the tone of the whole conversation: someone who has already said what they want stops having to prove they deserve it.
- Keep the attachment optional but ask for it: one photo settles arguments that ten lines don't.
- Send the receipt to the respondent. A complaint with no confirmation becomes a second complaint about the complaint.