Describe your store, products, and support workflow. Makeform turns the details into an ecommerce contact form that separates order help from product questions, asks for the right context, and gives your team a clearer inquiry to answer.
Send store inquiries to email, Google Sheets, Slack, and Zapier.
Sample prompts for your store
Choose a complete prompt, adapt it to your policies, or send it to the Makeform builder. Each sample shows a practical structure rather than a live result.
Audience
Customers asking about an existing order
Format
Conditional support form with order details
Prompt size
425 chars
Example form structure
Conditional support form with order details
Name and purchase email
What do you need help with?
Order number and order date
Describe the order issue
Add a photo if useful
Suggested routing tags
Order help
Product question
Returns
Ask for an order number only when the shopper selects an order-related reason. Product questions from prospective buyers should not require one.
Step 1
Classify
shopper chooses the inquiry reason
Step 2
Collect
relevant order or product context appears
Step 3
Route
the right store team receives the request
Step 4
Reply
staff answers with the details already attached
Better store inquiries
A generic name, email, and message box makes staff request basic details in a second email. An ecommerce contact form can collect the right context at the first step.
Use a reason selector and conditional fields. Order help reveals order number and delivery questions; product inquiries reveal product, size, or compatibility fields.
Tag requests by topic and send sales, returns, wholesale, and order issues to the people responsible for each queue.
Structured order identifiers, product links, issue types, and uploads give staff a usable case instead of an unsearchable message saying only that an order is wrong.
One storefront entry point
Start with a broad contact form, then reveal a focused path based on what the shopper selects. Customers see fewer irrelevant questions while staff receive more useful context.
Collect order number, purchase email, order date, and issue type for delivery, missing-item, damaged-item, or fulfillment questions.
Ask for the product name or URL and the shopper's size, fit, materials, availability, or compatibility question without requiring an order.
Capture the requested outcome, affected items, delivery date, reason, condition, and photos before your team reviews the store policy.
Separate business inquiries from customer support with company, channel, quantity, destination, and timing fields for a sales-ready request.
Build your contact workflow
Explain how customers contact you and what your staff needs to respond. Generate the structure, tailor its branches, and place it where shoppers already look for help.
Name the inquiry reasons you accept, the order details staff use for lookup, the product details shoppers should provide, and where each topic should go.
Review the generated draft, replace sample reasons with your real workflow, make essential identifiers required, and hide order questions from visitors who have not purchased.
Add helpful policy notes and reply expectations, then share the form by link or embed it on the contact, help, product, or order-support page.
Set notifications and integrations for customer support, product specialists, returns, or wholesale staff, then test every inquiry branch before publishing.
Contact options compared
Email and chat have a place, but both often begin without an order identifier or product reference. A generated form makes those details part of the request.
Field guide
Build a short common opening, then use conditional logic for topic-specific fields. These six groups give store owners a practical starting point without making every customer complete every question.
Customer identity
Begin with the smallest set your team needs to answer: customer name and email. For order support, ask for the email used at checkout because it can help staff find the purchase when a customer writes from another address.
Inquiry reason
Use a single-choice reason near the top. Keep labels aligned with your actual queues, then use the selection to show relevant questions and set a useful tag or notification destination.
Order lookup
An order number is the most useful starting point, but allow customers to explain when they cannot find it. Pair identifiers with a focused issue category so the receiving team knows what to inspect.
Product context
Product names can be similar, so offer a catalog dropdown when it is manageable or ask shoppers to paste the product page URL. Variant details matter for questions about fit, compatibility, and stock.
Message and evidence
Structured choices speed up intake, but a long-answer field preserves nuance. Add optional uploads for damaged goods, packaging, or reference images, and explain what information customers should avoid sharing.
Expectations and routing
Use the confirmation message to explain the next review step and your normal reply window without promising an outcome. Internally, include the topic and order number in notifications so the request is easy to triage.
Related tools
Use focused forms for product questions, support, returns, refunds, wholesale customers, and checkout when one broad contact route is no longer enough.
Collect specific product, variant, availability, material, or compatibility questions from shoppers before purchase.
Open toolCreate a structured support intake for account, delivery, technical, or service issues beyond storefront questions.
Open toolAsk for the order, affected item, desired outcome, return reason, condition, and useful photos in one request.
Open toolStandardize refund requests with transaction context, reason, requested amount, and supporting information for review.
Open toolCollect business identity, resale channel, product interests, and purchasing details from prospective wholesale accounts.
Open toolDesign a checkout-oriented form for customer, delivery, product, and purchase information when your workflow needs custom intake.
Open toolFAQ
Practical answers for online store owners organizing product, order, return, and general customer inquiries.
An ecommerce contact form is an online intake form for shoppers and customers to ask about products, orders, shipping, returns, exchanges, wholesale purchases, or another store topic. Unlike a generic message box, it can show fields based on the inquiry reason and send a more complete request to the appropriate team.
Start with name, email, inquiry reason, and message. For order help, reveal order number, purchase email, affected item, and issue type. For product questions, reveal product name or URL, variant, and question topic. Optional uploads are useful for damage, wrong-item, or customization questions.
Require it only on order-related paths, and consider offering an option for customers who cannot locate it. A prospective buyer asking about materials or sizing has no order number, so requiring one on every submission creates an unnecessary barrier.
Yes. Begin with a reason selector, then use conditional logic to show different sections. Order help can ask for purchase identifiers and fulfillment details, while product inquiries can ask for a product URL, variant, size, material, stock, or compatibility question.
You can publish the form as a link or embed it where customers look for help, such as a contact page, help center, product page, or order-support page. Test the embedded layout and every conditional path on both desktop and mobile before directing customers to it.
Collect the order, affected item, delivery date, requested outcome, reason, item condition, and any useful photos. Display your store's current policy and phrase submission as a request for review, not automatic approval. A focused return or refund form may be clearer when request volume grows.
Yes. Makeform provides unlimited free forms and responses, so you can generate, edit, publish, and use your ecommerce contact form without a response cap. The paid tier removes the Makeform badge.
Ask for the identifiers staff actually use, offer precise issue categories, and reveal topic-specific questions. Add examples in helper text, allow relevant uploads, and set a confirmation message with the next step. Review real submissions periodically and refine any field that produces vague answers.
Turn vague messages into useful store requests.
