Start from real questions
The best FAQ page is a list of questions your shoppers already asked. Go through your inbox, chat history, social messages and reviews, and write each repeated question down in the shopper's own words.
The questions almost every store needs
- How long does delivery take, and what does it cost?
- Do you ship to my country?
- What is your return policy, and how long do refunds take?
- Can I exchange an item?
- How do I choose my size?
- How do I care for it?
- Which payment methods do you accept?
- How do I track my order?
- Can I change or cancel my order?
- Is there a warranty?
- How can I contact you?
How to write the answers
- Answer in the first sentence; explain after.
- Use numbers: days, amounts, countries.
- Link to the full page (delivery, returns) rather than copying it, so there is one source to update.
- Group by topic: ordering, delivery, returns, products.
Don't contradict yourself
An FAQ that says something different from your delivery or returns page creates more questions than it answers. When a policy changes, change it everywhere on the same day.
Draft it from your own pages
The free FAQ generator reads your store and drafts these questions with answers quoted from your own pages, plus a list of the ones your pages don’t answer yet. Check every draft before you publish it.