Customer Complaints

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

1. Go to Complaints in the sidebar
2. Click New complaint and choose what happened (or one of your site's own forms)
3. Say what happened, when and where, and add the customer, the vehicle and photos where the site asks for them. A damage claim runs in three short steps.

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 12 (resized automatically)
• Contact info: Name, email (required unless your site turns it off), phone and the last 4 digits of their card

The customer picks the issue type themselves; nothing is chosen for them. After submitting, they see a ticket number on screen (and get it by email when they left one), and the complaint appears in your Complaints tab instantly.

Setting Up the Customer Form

1. Go to Complaints and click Customer form link (owners, managers and site leads assigned to the site)
2. You will see a scannable QR code and a copyable URL
3. Print the QR code and display it at pay stations, exit tunnels, receipts, or lobby signage

The same people can Replace link, which makes a new URL and QR code. It asks first, because every code you already printed or posted stops working. Use it only if a link has leaked.

What the Customer Hears

A customer who left an email gets one confirmation with their ticket number. After you resolve their complaint, you can send them one reply with Tell the customer. There is no public status page: notes, photos and everything else stay inside WashConsole.

Severity Levels

Complaint Lifecycle

Open → In Progress → Resolved / Cancelled

• Open: Newly created, not yet assigned
• In Progress: Someone owns it and is working on it, or it is waiting on the customer
• Resolved: Issue addressed, with a note saying what was done
• Cancelled: Dismissed or a duplicate; it can be reopened

Action Buttons

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:

1. Open the complaint
2. Click Resolve complaint (on an undecided refund or damage claim, Decide and close)
3. Answer What did you do to resolve it? The quick answers fill it in.
4. Click Resolve complaint

If the customer used the QR form and left an email, you can then send them one reply.

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.
• 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.