For service teams & shops

Complaints that arrive complete the first time

Structured complaint form instead of free-text e-mail: order number, purchase date, photos of the damage — all in one submission. No follow-up ping-pong, no angry customer.

Set up the form
What is asked?

~2 Mails fewer follow-up rounds per complaint case

Life in the shared inbox

Free text without the essentials

"The product is broken, I want my money back" — no order number, no purchase date, no photo. The service team cannot match the case and writes the first follow-up.

Two weeks of follow-up ping-pong

Follow-up out, two days of waiting, half an answer back, next follow-up. A 10-minute case turns into two weeks of handling time — and the customer tells everyone about it.

The 1-star review arrives first

While the case matures in the inbox, the public review is long written. A sluggish complaint process costs more revenue than the complaint itself.

How Questee solves this

  1. 1

    Build and link the complaint form

    Define mandatory fields: order number (with format validation), purchase date, product selection, defect description, photo upload. Link it in your website footer, order confirmation and e-mail signature.

  2. 2

    Customer reports the case completely

    Conditional logic guides through the case: "transport damage" makes packaging photos mandatory, "wrong item" requires the article number. The customer cannot forget anything important.

  3. 3

    Service resolves instead of asking back

    Every report arrives structured: notification to the team, CSV export, webhook into your ERP or ticket system. The case is decision-ready on first open.

What makes the difference

Photo & file upload

Damage photos straight from the phone camera, invoice as PDF — virus-scanned.

Mandatory fields with format validation

Order-number format is checked while typing — no more matching puzzles.

Conditional logic per case type

Transport damage, defect, wrong delivery — each case type asks exactly what it needs.

Webhook & export

Cases via webhook into your ticket system or as CSV into reporting — without per-agent licences.

Analysis by defect reason

Which product, which defect, how often — complaint reasons become a data basis for purchasing.

Hosted in Germany

Customer data GDPR-compliant on German servers, DPA included.

No per-agent pricing

Ticket systems charge per service agent. Questee charges per account: free to test, Pro at €9/month billed annually — regardless of team size.

Free

3 forms, 250 responses/month

Pro

Unlimited, 10,000 responses/month, AI included

View all plans

Questions from service teams

Does this replace a ticket system like Zendesk?
It solves the problem before that: the incomplete first report. Ticket systems structure only after intake — if the order number is missing, it is missing in the ticket too. You can put Questee in front of an existing ticket system (via webhook or e-mail) or, for smaller teams, work without a ticket system entirely.
Can customers upload photos straight from their phone?
Yes — on a smartphone the upload opens the camera directly. Per question up to 25 MB per file, 100 MB total per report. Every file is automatically virus-scanned, downloads run via signed tokens.
How do I make sure the order number is never missing again?
Mandatory field with format validation: you define your order-number pattern (e.g. prefix + digit count), and the field only accepts matching input. You can also prefill the order number via link parameter when the customer arrives from the order confirmation.
Does the report automatically reach the right team?
Yes — notification e-mails per form, and via webhook you can hand cases including case type to your system and route them there. Transport damage goes to logistics, software defects to support.
What about statutory warranty periods?
The form asks for purchase date and receipt — so you immediately see whether the case falls within the two-year statutory warranty (Section 438 German Civil Code) and whether the 12-month reversed burden of proof applies. The legal assessment stays with you, but the facts are there from the first report.
Can I embed the form in my shop?
Yes — as an embed directly on your service page or as a standalone link, e.g. in the order confirmation. With Pro the form also runs under your own domain and in your branding.
Does this help me analyse complaint reasons?
Yes — because every case is structured (product, case type, defect reason), the analysis instantly reveals patterns: which product fails most, which defect clusters since which delivery date. A shared inbox cannot do that.

Turn two weeks of ping-pong into a 10-minute case

Build the form, link it, receive complete reports. Free trial, no contract.

Start your complaint form