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Questionnaire template

Delivery Problem Report

Lets customers report a delivery problem, describe what went wrong and say what resolution they want.

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Other · Complaint forms. All Other templates

Questions in this template

Order Details

  1. We are sorry your delivery did not go as planned. Tell us what happened and we will look into it.

  2. What is your order number?

    Open answer

  3. Which delivery option did you choose?

    Choose one:

    • Standard home delivery
    • Express home delivery
    • Parcel locker
    • Collection point

  4. When was the order due to arrive?

    Choose one from a list:

    • Today
    • 1–3 days ago
    • 4–7 days ago
    • More than a week ago

The Problem

  1. What went wrong with the delivery? Select all that apply.

    Choose any that apply:

    • It arrived late
    • It never arrived
    • Items were damaged
    • I received the wrong item
    • Some items were missing
    • The courier's behaviour
    • Other

  2. How many days late did the order arrive?

    Condition: Shown when a late delivery is reported

    A number from 1 to 60

  3. What other problem did you have?

    Condition: Shown when Other is selected

    Open answer

  4. Please describe what happened in as much detail as you can.

    Open answer

Putting It Right

  1. Have you already been in touch with our customer service team about this?

    Choose one:

    • Yes
    • No

  2. How satisfied are you with how your issue has been handled so far?

    Condition: Shown when customer service was already contacted

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  3. What outcome would you like?

    Choose one:

    • A full refund
    • A replacement
    • Another delivery attempt
    • A partial refund or store credit
    • No action needed; I just want to report it

Contact

  1. How would you like us to get back to you?

    Choose one:

    • Email
    • Phone
    • I do not need a reply

  2. Please enter the email address or phone number we should use.

    Condition: Shown when a reply is requested

    Open answer