An FAQ page that answers before they ask.

A good FAQ page answers the questions customers would otherwise email you about. Most stores write one at launch and never touch it again, so it drifts away from what the support team actually says.

What to put on it

Start with your support inbox, not a blank page. The questions your team answers every week are the questions that belong here.

• Lead with the most-asked question, usually about delivery times or order tracking.
• Group questions under five or six headings.
• Answer in the first sentence, then add the detail.
• Link to the full policy page instead of copying it.
• Use the words customers use: "Where's my order?", not "Fulfillment status inquiries".

25-question template

Copy the questions, then replace the example answers with your own.

Orders

1. How do I track my order? Example: "Use the link in your shipping confirmation email, or enter your order number on our [tracking page]."
2. Can I change or cancel my order? Example: "Yes, within [time] of placing it, as long as it hasn't shipped. Contact us with your order number."
3. Can I change my shipping address after ordering?
4. I didn't get an order confirmation. What should I do?
5. Can I add an item to an existing order?

Shipping

6. How long does shipping take? Example: "Orders ship within [number] business days. Standard delivery takes [number] to [number] days after that."
7. How much does shipping cost?
8. Do you ship internationally? Will I pay import duties?
9. Do you offer express shipping?
10. My tracking hasn't updated. Is my order lost?

Returns and refunds

11. What is your return policy? Example: "Unused items can be returned within [number] days of delivery for a full refund."
12. How do I start a return?
13. How long do refunds take? Example: "Refunds go back to your original payment method within [number] business days of the return arriving."
14. Can I exchange an item for a different size?
15. What if my item arrives damaged or wrong?

Payments and discounts

16. What payment methods do you accept?
17. Why isn't my discount code working?
18. Do you offer gift cards?
19. Can I pay in instalments?
20. Is my payment information secure?

Products

21. How do I find my size? Example: "Each product page has a size chart. Between sizes? We recommend sizing up."
22. How do I care for my product?
23. When will an out-of-stock item be back?
24. Do you offer a warranty?
25. How can I contact you?

Add the page in Shopify

1. In your Shopify admin, go to Online Store > Pages and click Add page.
2. Title it "FAQ" or "Help", and write your questions and answers in the content box.
3. For a collapsible layout, open the theme editor, create a page template, add your theme's collapsible content section, and assign the template to the page.
4. Save, then go to Online Store > Navigation and add the page to your footer menu, and to the main menu if support questions are common.
5. Check the page on a phone. Most shoppers will read it there.

Design tips

• Collapsible questions keep a long page scannable.
• Put a search box or jump links at the top if you have more than 20 questions.
• End with a clear way to reach you: chat, email, and your hours.
• Keep answers short; link to the full shipping and returns policies.

Keep it in step with support

An FAQ page goes stale the day a policy changes. The fix is to update it from the same place your support team answers.

If Aide answers your support, it imports your website, FAQ page included, and the Aide AI Agent answers from it in chat and email; re-import after each edit. Every night Aide also lists the questions customers ask that your knowledge doesn't cover, ordered by how often they come up, which doubles as a list of questions your FAQ page is missing.