Complaint form for returns and warranty claims

This complaint form lets customers report a problem with an order, request a return or exchange, or make a warranty claim in a single place. They describe the issue, attach up to three photos of the product or packaging and indicate the solution they would prefer.

What is this warranty claim form for?

When complaints arrive by email, phone and social media, important details are often missing. This form asks for everything your customer service needs from the start: contact details, order number, purchase date and product concerned. The customer then specifies the type of request: a return for a refund, an exchange for another size or model, a repair under warranty, a product that arrived damaged or a missing or wrong item. A description field and photo upload let you assess the situation without back-and-forth, and the preferred solution, refund, exchange, repair or credit note, helps you respond quickly.

Who is it for?

• Online shops handling returns and exchanges
• Retailers and manufacturers processing warranty requests
• Furniture, electronics and appliance sellers dealing with damaged deliveries
• Small businesses without a dedicated ticketing tool

How to adapt it in Mailpro

Start from this complaint form template and adapt the request types and solutions to your return policy. File attachments are enabled for the photos, so customers can show the problem directly. Edit the texts, add your logo and colours, then share the form by link on your contact page, by QR code on delivery notes or in a Mailpro newsletter or order email. Requests arrive in Mailpro, and you can set tags on contacts according to their answers, for example by request type, to follow up each case.

Tips

• State your return conditions and deadlines clearly in the introduction.
• Ask for photos of the packaging as well as the product when goods arrive damaged.
• Confirm receipt quickly and keep the reply time announced in the form.
• Review requests by type each month to detect recurring product or delivery problems.

Frequently asked questions

Can I use it as a return form template only?

Yes. Remove the warranty and repair options if you only handle returns and exchanges.

Which file types can customers attach?

The template asks for photos of the product or packaging, up to three. You can change the instructions in the question.

Does the complaint form replace consumer law obligations?

No. It organises requests, but your obligations towards customers depend on the law that applies to you.

Questions in this template

Your order

1. Name
2. Email
3. Order number
4. Purchase date
5. Product concerned

Your request

1. Your request is about…
   A return for a refund · An exchange (size, model…) · A repair under warranty · A product that arrived damaged · A missing or wrong item
2. Describe the problem
3. Photos of the product or packaging (up to 3)
4. Which solution would you prefer?
   A refund · An exchange · A repair · A credit note