Write a repair request form customers can finish

Ask what the customer notices

Start with a question such as “What is happening?” Give a short example beside the field: a bike customer might write that the gears skip when pedaling uphill. Ask when the problem happens and when they first noticed it. Leave room for their own words.

If the form offers repair categories, use familiar names and include “I’m not sure.” Ask for the make or model only where it helps you decide whether you handle the job, and let people continue if they cannot find it. The form should give you enough to start a conversation without asking the customer to diagnose the fault.

Make photos helpful and optional

Explain which pictures would help you understand the request. A view of the whole item gives context; a closer picture can show the area the customer means. Ask for what they can photograph without taking anything apart. Make clear that you may still need to see the item before estimating the repair.

If you accept uploads, put the file types, size limit and number of pictures beside the control. Show which files were attached and let the customer remove a mistaken one. Keep the written description usable on its own. Try a phone photograph through the form and check what happens when a file is too large.

Explain drop-off or a visit before asking for details

Say whether customers bring the item to you or arrange for someone to visit. For a workshop, show opening hours, whether drop-off needs an appointment and what to bring with the item. Distinguish leaving it for assessment from having a repair slot agreed.

For work at the customer’s address, explain the area you cover and which location details you need at this stage. Ask for access information only when it helps arrange the visit. If a preferred day is just a request, label it that way. Put these instructions above the relevant fields so customers can answer them in context.

Describe the estimate and the reply

Explain what happens between receiving the request and starting work. Say how you assess the problem, when an estimate is provided and how the customer agrees to it. Make any assessment charge clear before they arrange a visit. Explain how you ask for approval if the work changes after inspection.

Ask for a name and a way to reply, then show a receipt message that explains the next step. Avoid implying that sending the form books a repair or agrees on a price. Test a request from a phone and check that the description and any pictures reach the person arranging the job.