Form templates / Ecommerce & Retail
Store Contact Form
A store contact form should ask for the order number before the message. Half your enquiries are about an existing order, and every one that arrives without a number costs an extra email.
For online shops, retailers and independent brands.
The order number is the first question, not the last
A customer describing a problem will tell you the story and forget the reference. Then you ask for it, they reply the next day, and a two-minute fix has taken 36 hours.
Putting the enquiry type first and making the order number conditional on it - required when they're asking about an order, hidden when they're not - means every message that needs a reference has one, and nobody is asked for a number they don't have.
Better than publishing your email address
A mailto link gets you spam and messages with no context. A form gets you the same enquiry with the details you need, in a list you can search, and no address for a scraper to harvest.
Order numbers turn a complaint into a resolution
"My order is wrong" with no order number is a support conversation that takes four emails. Asking for the number, the item and what happened turns the same message into something one person can resolve on the first reply.
It's the same trick for wholesale enquiries and returns: ask the two facts that decide the answer, and stop the thread before it starts.
Nothing to consent to
No analytics, no third-party scripts, no cookie banner - so the page that asks people to trust you with a message isn't also asking them to accept trackers.
Edit it like a document, publish like a link
Add questions, remove questions, change the order and the wording, set your accent colour. When you save, the form is live at its own address - share it by link, QR code or a button on your site, and read the answers in your dashboard.
What this template asks
- Your name
- Email address
- What's this about?
- Order number
- How can we help?
- Is this time-sensitive?
- Preferred reply
- Phone number
More Ecommerce & Retail forms
Questions
Will this reduce my support volume?
It reduces the number of *messages* per enquiry, which is what actually costs you time. Linking to your FAQ and returns policy on the form itself reduces the volume too.
Can I use it for wholesale enquiries as well?
Add it as an enquiry type and route those to whoever handles trade. Many shops eventually split it into its own form once the volume justifies it.
Will I get spam?
Far less than a published email address. Every form carries a hidden trap field that automated submitters fill in and humans never see, and those submissions are silently discarded.
Can I send messages to a shared inbox?
Yes. Notifications go to a list of addresses you choose, so a team alias works as well as one person.
Can I add this to my website?
Link to it from anywhere - a button, a nav item, a footer. It's a normal page with its own URL, so no embedding or code is required.
Can this work alongside my store platform?
Yes - it's a normal link, so it goes on a product page, in a packing slip, in an order confirmation email or in your help centre. Responses stay in ava42, where you can export them.
Publish your store contact form today
Start from this template and change anything you like. Free to begin.