Delivery Issue Report template

A delivery problem is not a refund request — it usually starts as a carrier trace. This form collects what a trace needs: order number, tracking number, what went wrong, photos of the package or label, and the fix the customer actually wants. Customers whose parcel is marked delivered get one extra question asking where the carrier says it was left; everyone else skips straight past it.

Use this template Start free — no card

11 questions · works on the free plan (500 responses/month) · fully customizable

1 built-in logic rule
File upload question

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01Your contact detailsContact info

02Order numberShort text

03Tracking numberShort text

04What went wrong with the delivery?Multiple choice

05Where does the tracking say it was left?Short text

06When were you expecting it?Date

07Photos of the package, label, or damageFile upload

08How would you like us to fix it?Multiple choice

09Anything else that would help us track it down?Long text

When to use this template

An online store whose support inbox fills with "where is my order" emails that lack a tracking number
A seller shipping fragile goods who needs photos of the box and label before filing a carrier claim
A subscription box handling a bad delivery week, when the same postal route generates a cluster of reports
A team that wants marked-delivered cases separated from never-arrived cases before anyone opens a ticket

Tips to get more from it

The marked-delivered branch is a skip rule on the what-went-wrong question. It is the difference between a doorstep-theft investigation and a carrier trace, and asking only the affected customers keeps the form short for everyone else.
The resolution question includes "Chase the carrier first — I'll wait a day or two". A surprising share of customers pick it, and those parcels often turn up, which saves you a replacement.
The photo field takes up to three images at 10 MB each. Uploads arrive as URLs attached to the response, so you can forward them into a carrier claim without digging through email.
Export as CSV and pivot the issue type against the expected-delivery date to spot a carrier or route that has quietly gone bad.

Questions people ask

How is this different from a refund request form?

A refund form assumes the outcome is money back. This one assumes the parcel might still be found: it captures tracking details and carrier status first, and lets the customer choose a replacement, a refund, or a short wait while you trace it.

Can customers attach photos of the damaged package?

Yes — up to three images at 10 MB each. Photos of the outer box and shipping label are what most carriers require before they will accept a damage claim.

Is this form free to use?

Yes. Every field in it, including file uploads and the conditional logic, works on Zunoform's free plan — unlimited forms and 500 responses per month.