# Customer complaint workflow template

> Customers open a complaint through a public link, follow it on their own page and get an answer within the deadline.

Category: Customer service. 4 steps, 15 form fields. Includes: public request form.

## Steps

### 1. Complaint

Owner: Whoever starts the request.

Tell us what happened. We answer as soon as possible.

Fields:

- Subject (text, required)
- Order or invoice number (text)
- Where did you buy? (choice)
- Phone (phone)
- What happened? (long text, required)
- Photos or documents (files)

### 2. Triage

Owner: A person or team you choose.

Classify the complaint and decide who handles it.

Due in 1 day (business time).

Fields:

- Category (choice, required)
- Severity (choice, required)
- First notes (long text)

### 3. Resolution

Owner: A person or team you choose.

Solve the problem and write the answer the customer will read.

Due in 3 days (business time).

Fields:

- Root cause (long text, required)
- Answer to the customer (long text, required)
- Compensation offered (amount)

### 4. Closing

Owner: A person or team you choose.

Confirm with the customer that the problem is solved.

Due in 2 days (business time).

Fields:

- Outcome (choice, required)
- Customer satisfaction (choice)
- Notes (long text)

Use this template: https://easy.wf/register
Page: https://easy.wf/templates/customer-complaint