Daily Operations 7 min read

Customer Complaints

Log and track customer complaints from first report to resolution — including a public QR-code form for customers.

Why Track Complaints?

Every complaint is an opportunity to improve. Tracking them helps you:

See patterns (same issue happening often?)
Document for legal protection
Train staff on common problems
Measure customer satisfaction

Two Ways Complaints Enter the System

1. Your Team Logs a Complaint

Go to Complaints in the sidebar
Click + Add Complaint
Fill in date/time, severity, claim type, zone, customer info, description, vehicle details (for damage), and photos

2. Customers Submit via QR Code / Link

Your site has a unique Customer Complaint Form — a mobile-friendly page customers can reach by scanning a QR code or clicking a link. No app download, no sign-in required.

The customer fills in:

Issue type — Damage, poor wash quality, billing, refund, safety concern, or other
Description — What happened
Visit details — Date, time, wash type
Vehicle info — Shown only for damage or safety claims
Photos — Up to 3 (resized automatically)
Contact info — Name, email (required), phone (optional)

After submitting, the customer gets a ticket number and the complaint appears in your Complaints tab instantly.

Setting Up the Customer Form

Go to Complaints and click Customer form link
You will see a scannable QR code and a copyable URL
Print the QR code and display it at pay stations, exit tunnels, receipts, or lobby signage

Any team member can view the link. Only Managers and Owners can Rotate link, which generates a new URL and QR code and invalidates the old one — use this if a link is ever leaked.

Customer Status Tracking

Customers can check the status of their complaint at any time at the tracking page (`/complaint/track`) using their ticket number and email. They see:

Current status (Pending, In Review, Resolved)
Their original report
Any messages your team has posted to the public status page

When you add a comment inside WashConsole, you can check Also post on the customer's public status page (and optionally Email the customer) so your response appears on their tracking page.

Severity Levels

Severity	Color	When to Use
Low	Green	Minor inconvenience, no damage, no follow-up needed
Medium	Orange	Standard issue, handle in normal workflow (default)
High	Red	Serious issue or damage, requires immediate attention

Complaint Lifecycle

Pending → In Review → Resolved / Cancelled

Pending — Newly created, not yet assigned
In Review — Assigned to someone or review started
Resolved — Issue addressed, resolution notes added
Cancelled — Dismissed or withdrawn

Action Buttons

Action	When Available	What It Does
Add Update	Pending, In Review	Add notes or status updates (must re-open resolved complaints first)
Edit Details	Pending, In Review	Modify complaint fields (all roles)
Assign	Pending, In Review	Assign to a team member
Start Review	Pending	Begin investigating
Resolve	Pending, In Review	Close with resolution notes
Cancel	Pending, In Review	Dismiss the complaint
Re-open	Resolved, Cancelled	Return to In Review status (Manager/Owner only)
Export Summary	Any status	Generate printable claim report

Filtering Complaints

Use the filter bar to narrow your view:

Status — Active, Resolved, Cancelled, or All
Claim Type — Filter by type (Service, Damage, etc.)
Severity — Filter by urgency level
Search — Free-text search across all complaints

Resolving a Complaint

When you fix the issue:

Click on the complaint
Click Resolve
Add resolution notes describing what was done
Click Save — Status changes to Resolved
Optionally add follow-up photos

If the customer provided an email, they receive a resolution notice.

How It Connects

Complaints may relate to equipment:

Customer complains about scratches
  ↓
You investigate
  ↓
Find worn brushes
  ↓
Create work order to replace

Tips

Respond within 24 hours, even if just to acknowledge receipt. Post updates to the customer's public status page so they know you are working on it.
Use severity levels to prioritize: High-severity issues (damage, safety) should be addressed same-day.
Export summaries for insurance or legal claims — the printable report includes the full timeline, photos, and resolution notes.
Display the QR code where customers will see it. Pay stations, exit tunnels, and receipts are the best spots.