What should the FAQ page on my Shopify store say?
Last updated
Every answer about shipping, returns and order changes depends on these.
Days from delivery, 0 to 365. Enter 0 if you do not accept change-of-mind returns.
From order to dispatch, 0 to 30. Enter 0 for same-day dispatch.
Optional. Pick every kind your checkout offers.
Optional. Each adds its own questions.
Answer the three store questions and a grouped FAQ draft appears here, with the structured data to match.
- Whether you ship abroadNeeded
- Your return windowNeeded
- Your processing timeNeeded
- Payments, sizing and subscriptionsOptional
The store details the draft is built from
A Shopify FAQ page answers the questions shoppers ask before and after they buy, grouped under shipping, returns, orders, payments and products, so a clothing store that ships abroad, packs orders in 2 business days and takes returns for 30 days gets 18 drafted answers with bracketed gaps where only the store knows the detail.
A starting draft written from fixed templates, not legal advice and not a finished policy. Every answer needs checking against your own policies and the rules where you sell.
Three answers are needed to write anything, because shipping, returns and order changes all depend on them. The rest add or remove whole questions.
- Ships abroad
- Yes adds an international delivery answer, a duties and taxes line and a currency question. No writes a plain domestic-only answer, which saves overseas shoppers a support email.
- Return window
- Days from delivery, from 0 to 365. Zero writes a no change-of-mind answer that still covers damaged and faulty items. Anything above zero adds how to start a return, refund timing and exchanges.
- Processing time
- Business days between the order and the parcel leaving you, from 0 to 30. Zero means same-day dispatch, which also changes the answer about editing or cancelling an order.
- Payment methods
- Optional. The kinds of payment your checkout offers, named generically. Buy now, pay later and gift cards each add their own question. Leave it empty and the answer carries a gap to fill.
- Subscriptions and size guide
- Optional. Each adds its own questions: how subscriptions work and how to pause or cancel them, and how to find the right size.
- Bracketed gaps
- Anything the tool cannot know, such as your support address, delivery times by region or which items are final sale, is left in square brackets. The count above the draft tells you how many are left.
- FAQPage structured data
- A block of code that lists the same questions and answers in a format search engines read. It is optional, it must match what the page shows, and search engines decide for themselves whether to use it.
Nudgesmart is available on the Shopify App Store. Browse the template library or see what it costs.
Four stores, four draft FAQ pages
Invented store profiles. The question count, the gaps and the sample return answer in each row come from the same function the generator above runs.
| Store | Questions | Gaps to fill | Return answer, as drafted |
|---|---|---|---|
| Clothing store, ships abroad, 30-day returns | 18 | 22 | You can return unused items in their original condition within 30 days of delivery. [List any items that cannot be returned, such as final-sale, personalised or hygiene items.] |
| Coffee subscription, domestic only | 17 | 18 | You can return unused items in their original condition within 14 days of delivery. [List any items that cannot be returned, such as final-sale, personalised or hygiene items.] |
| Made-to-order prints, no change-of-mind returns | 14 | 17 | We do not offer returns for a change of mind. If an item arrives damaged, faulty or not as described, email [your support email] within [X] days of delivery and we will put it right. |
| Same-day dispatch, payments not chosen yet | 15 | 16 | You can return unused items in their original condition within 60 days of delivery. [List any items that cannot be returned, such as final-sale, personalised or hygiene items.] |
Before the FAQ goes live
This is a starting draft, not legal advice
Consumer law on returns, refunds and cancellations differs by country and sometimes by product. Some places give shoppers a right to cancel that no store policy can remove. Check every answer against your actual policies and the rules where you and your customers are before publishing.
Every bracket has to go
A published FAQ that still says your support email in square brackets costs more trust than having no FAQ at all. Search the page for an opening bracket before it goes live.
The FAQ must match your policy pages
If the FAQ says 30 days and the refund policy says 14, the stricter one is not the one a customer will quote. Write the policy first, then make the FAQ agree with it word for word.
Structured data must match the visible page
Only add the FAQPage code if every question and answer in it is shown on the page. Search engines may ignore the markup, and they decide for themselves whether to show it.
Your customers ask their own questions
The draft covers the questions most stores get. Your support inbox knows the ones your store gets. Read the last month of emails and add what keeps coming up.
Questions about the FAQ generator
What should a Shopify FAQ page include?
The questions that otherwise arrive by email: how long orders take to ship and arrive, whether you ship abroad, how returns and refunds work, how to change or cancel an order, which payments you take, and anything specific to your products such as sizing or subscriptions.
How do I add an FAQ page to my Shopify store?
Create a new page in the online store pages section, paste in the questions and answers, and add the page to your navigation or footer. Many themes also have an FAQ or collapsible content section you can fill instead.
Where does the FAQPage code go?
On the same page as the questions, in the theme code for that page or in a custom liquid block if your theme offers one. It should list exactly the questions the page shows. If you are unsure, publish the visible FAQ first; the code is optional.
Are the answers ready to publish?
No. They are a draft built from four or five facts about your store, with bracketed gaps for everything else. Fill every gap and check each answer against your real policies before the page goes live.
Does this tool store my answers?
No. The draft is written in your browser and nothing you enter is sent anywhere.
The question nobody emails about is often the one that stops the order.
A feedback survey is one of 13 campaign types in Nudgesmart, so the question can be asked on the store itself.
