Start with operations
Identify essential origin, destination, cargo type, weight or dimensions and requested timing. Separate initial requirements from details that can follow later. Do not copy fields simply because another company uses them.
Clarify coverage
Keep coverage maps current and provide a text alternative. Distinguish directly available services from those needing partner confirmation. If pricing needs review, call it a quotation request rather than a final price.
Example: several packages
Ask for piece count and explicit units instead of relying on one open text box. Provide a labeled format example. Show international-only fields when that service is selected, keeping domestic enquiries simple.
Preserve context
Provide a reviewable summary and a clear follow-up route. Assign ownership internally. Monitor missing fields and inconsistent units, then improve instructions rather than making staff repair every request manually.