For shop owners

Complaints with photo evidence — complete on first contact

Your complaint form enforces what you need for the refund: order number, damage description and full-resolution photos — uploaded directly instead of attached to e-mails. Faster refunds, less ping-pong.

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1. Kontakt is all it takes — photos, order number and damage details arrive complete

The transport-damage nightmare by e-mail

Photos: too small, wrong format, missing

The customer sends a pixelated WhatsApp picture, a HEIC file your mail client cannot display, or just writes "the box was damaged" — no photo at all. But for the carrier damage claim you need usable images of both packaging AND goods.

The claim deadline runs against you

Carriers set tight deadlines for damage claims — often just a few days. Every ping-pong round with the customer ("Could you also send a photo of the label?") eats into that window. Miss it, and the damage cost sticks with you.

Evidence scattered across mail threads

Photo in e-mail one, order number in e-mail three, damage description on the phone — when you file the claim, you first have to gather everything. With several complaints in parallel you lose track of which one still needs what.

One complaint, one form, everything included

  1. 1

    Define required fields and photo upload

    Order number, item, damage type and description as required fields; plus the file upload with a minimum number of photos — say "packaging outside", "padding inside", "damaged item". Help texts tell the customer exactly what to photograph. Embedded on your service page via code snippet.

  2. 2

    Customer photographs and uploads directly

    Completed on the phone: photograph, upload, done — in original resolution, without attachment limits or the format lottery. Conditional logic asks targeted follow-ups per damage type: "item damaged, box intact" needs different photos than "box crushed".

  3. 3

    You file the damage claim immediately

    All details and photos sit bundled in one response — via e-mail notification or webhook into your workflow. You download the images and file the carrier claim with the deadline comfortably intact. The customer gets a replacement faster, you get the refund faster.

Built for complaints that need evidence

File upload

Full-resolution photos right in the form — multiple files, no e-mail attachment limits.

Required fields

No submission without order number, damage description and photos — completeness by design.

Conditional logic

The right follow-up questions and photo instructions per damage type — nothing superfluous.

E-mail notification

Every complaint instantly in your inbox — complete with all details and photo links.

Webhooks

Complaints automatically into your helpdesk or ticket system — no manual copying.

Hosted in Germany

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

One rescued refund pays for the year

Free to test (3 forms, 100 responses/month). Pro for production use: unlimited forms, your own branding — €12/month, €9/month billed annually.

Free

3 forms, 250 responses/month

Pro

Unlimited, 10,000 responses/month, AI included

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Questions about complaint capture

Which file formats and sizes does the photo upload accept?
The common image formats smartphones produce — the customer simply uploads what the camera outputs, with no need to convert or shrink first. That is exactly the point versus e-mail attachments: no mail-server size limits, no HEIC files nobody at your end can open, no pixelated messenger re-sends.
Are uploaded photos scanned for viruses?
Yes — every upload passes a virus scan before you download it. With a public complaint form, anyone with the link can upload files by nature; the scan protects you from malware travelling into your business that way. With e-mail attachments, that protective layer is not in your control.
What should a transport-damage form ask for?
For the carrier damage claim you typically need: order/tracking number, damage description, photos of outer packaging (incl. shipping label), inner padding and the damaged item, plus delivery date. Make exactly these required fields — then no complaint arrives incomplete. Mention your carrier's deadline requirements in the help text ("please report within X days").
Is this GDPR-compliant with customer photos?
Yes — Questee hosts exclusively in Germany, transfers encrypted and provides the Art. 28 GDPR DPA. Complaint data including photos is personal data (addresses on shipping labels!), which you process cleanly with German data residency. A practical side effect: the data sits structured in one place instead of scattered across inboxes — deletion duties become manageable too.
Why not just stick with e-mail and attachments?
Because e-mail has exactly the three problems that cost you time and refunds: no required fields (something is always missing), attachment limits and format chaos (HEIC, pixelated re-sends) and no structure (evidence scattered across threads). The form inverts that — the customer CANNOT submit incompletely. Your e-mail address stays reachable for everything else anyway.
Can customers pause the complaint and resume later?
Yes — draft saving is built in. For complaints that is more useful than it sounds: mid-way, the customer realises the box is already binned or they can only photograph at home in the evening — and they continue later via the same link instead of abandoning and writing an incomplete e-mail after all.
Does the form work with any shop system?
Yes — Questee embeds via code snippet (iframe or script) and is not a plugin. Shopify, WooCommerce, Shopware or a custom-built shop: wherever you can insert HTML, the form runs. Alternatively, just link the standalone form URL from your dispatch confirmation e-mail — the shortest route for the customer when damage occurs.

Your next complaint arrives complete

Build the form with photo upload, set required fields, embed in your shop. Start free.

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