Eight months after the purchase, an espresso machine starts dripping. At Marc's shop the complaint still does not arrive as a one-line email, but with photos, the serial number and the order it belongs to.
Marc sells espresso machines and grinders. Complaints used to arrive by email: "machine is dripping", without an order number, a photo or a serial number. Three emails went back and forth before it was clear whether it was transport damage or a warranty claim.
Shopware's contact form has no upload, and which order is meant is only in it if the customer writes it in. A form with fixed fields asks the same for a fault as for transport damage.
Serial number and "Faulty since" share a row that carries the condition; the packaging is only asked for with transport damage.
Create top-level element
The single choice "Type of problem" is the source of three conditions. With "Fault", the serial number, the date and the photo of the rating plate appear; with "Transport damage", the photo of the packaging and a notice. Whoever picks "Part missing" sees none of them.
An image upload takes exactly one file. So there are three fields for damage, rating plate and packaging, each with its own label, and the entry says which photo shows what. Only real images are accepted: jpg, jpeg, png, gif, webp and avif.
The condition does not hang on the serial number and the date one by one, but on the row that holds both. When the row is hidden, the server does not check the fields in it either, and they are missing from the submission.
Order assignment, display mode "Collapsed button": below the line items of every order sits "Order request" with the "Send request" button. An order shows exactly one form; at Marc's shop it is this one.
Context "order" with its number, plus order date, amount and currency. Type of problem, serial number and requested solution sit in columns of their own, each photo as a link into the media. The same links appear in the email to complaints@your-shop.example.
The "Form" tab holds the name, the "Confirmation" and the "Email notification". Marc's confirmation is a "Success message (green)" saying when he will get back. The form sends the customer no email; they see the confirmation as soon as they have submitted.
Under "Email notification" sit "Active" and the "Email address", one per form. The email names the form, the customer, the order as its context and every entry; the photos appear in it as links.
In the element editor under "Options", every image upload carries the extensions and the size. The file dialog then only offers those extensions, and the form does not accept a file that is too large.
Under Integration > Orders, Marc attaches the "Complaint" form without a rule. An order shows the form of the active assignment with the highest priority whose rule matches; an older assignment with 10 steps back behind 20.
In the plugin configuration, "Display mode" decides how the form appears on the order. "Collapsed button" shows the heading and the button first, and the form opens below.
Three image fields at 10 MB each: at most 30 MB of photos per complaint. The export has 14 fixed columns and 9 columns for the fields, 23 in all. Ordered on 12 February 2026, complaint on 14 October 2026: both dates sit in the same row, under "Kontext-Daten" and "Erstellt am", 244 days apart.
For photos and the link to the order, yes. Shopware's contact form has no upload and knows no order. With the plugin you build the form in the administration and attach it to the orders in the customer account, without a template.
One per image upload field. Whoever needs more photos adds more fields, like the three here for damage, rating plate and packaging. The limit under "Max. file size (MB)" applies per file.
jpg, jpeg, png, gif, webp and avif, and it checks that the file really is an image. Under "Allowed file extensions" you narrow it down further, to jpg,png,webp for instance. For a receipt as a PDF you use the file upload.
From the order assignment. In the customer account it sits on the order, and the submission carries order number, order date, amount and currency as its context. The server checks that the order belongs to the signed-in customer and the sales channel.
No, an order shows one form: the one of the active assignment with the highest priority whose rule matches. Whoever wants general queries alongside complaints adds them as another type of problem to the same form, or separates them with a rule, by customer group for instance.
The link to the order only exists for signed-in customers. For guest orders you put a second form with a field for the order number as a block on a service page; there it arrives without a context.