Common online store FAQs for your customers

Common online store FAQs for your customers

If you’re writing an FAQs (frequently asked questions) page in your online shop for your customers, what questions should you cover? If you’ve been in business for a while, you probably already know what questions most customers will ask regularly, but if not, what should you put up to start with?

We suggest that you treat Frequently Asked Questions as an ongoing process, updating them regularly. Also, remember that the purpose of answering the question is to get them to click through to your product to buy it, so make sure your answers are useful, helpful, and enticing.

Here are a few FAQ areas that tend to come up time and again that you may wish to consider.

  • About Us
    • How long have you been in business?
    • What makes you different from your competitors?
    • From where do you operate?
  • Returns
    • Do you accept returns/exchanges over and above what customers are entitled to by law (i.e., a replacement/repair for a minor fault or refund for a major fault)?
    • Do you allow refunds for a change of mind? If so, how long do customers have to contact you?
  • Shipping
    • To where do you ship? How long does it take you to process an order before it is dispatched?
    • Where are your packages shipped from?
    • Do you ship packages internationally?
    • How do you price your postage? You can link to your postage page.
    • Tracking (We’ll use Australia Post as an example, but you can use any shipping carrier like Canada Post, USPS, FedEx, UPS, etc.).
      • What does “In-transit” mean for Australia Post tracking?
        • Something you may want to cover for your customers is that “In-transit” means that you have dispatched the goods to your postal office, and that they are travelling to the destination postal dispatch centre or post office, where a local driver or delivery person will be picking them up.
      • What does “No Events Found” mean for Australia Post tracking?
        • You’ll need to tell them that this is normal and that some packages show nothing on the tracking number lookup until they get to the destination post office or postal centre near the delivery point. Many Parcel Post Plus and even Express Packages going outside the Australia Post delivery network will show as “No Events Found” until the day they are going to be delivered. The customer can sometimes be able to contact Australia Post for more information.
  • Payment methods
    • What payment methods do you accept?
    • If you accept bank transfer, how long do customers have to make the payment before their order is cancelled and items returned to stock?
    • Do you offer lay-bys? If so, can you provide a link to your terms and conditions?
  • Loyalty points
    • Do you offer loyalty points or reward points, gift certificates, etc.?

You may also wish to include answer questions about your products themselves – what makes them different, what brands you sell (if the brands are known in your country), and so on.

You can also take a look at our FAQ page to see how we developed it.

Ozcart Ecommerce

Ozcart has been in business since 2006 and is an online, hosted shopping cart that you can use for your current or new online store. We offer so many features for the same low price. In fact, we are addicted to adding new ones to ensure that we remain one of the best choices for a shopping cart.

  • Janet Riccio
    Posted at 11:48 am, November 12, 2023 Reply

    Thank you for this valuable information! I am just starting my online store and these FAQ’s were so helpful for me and my web designer.

  • Stan Laurens
    Posted at 12:27 pm, March 15, 2023 Reply

    I am trying to organize a FAQ page on my own site, and it’s such a challenge.. Thank you very much for reminding about loyalty program section questions, it almost slipped my mind! It would be great if you made a hint on a good FAQ tool, I am currently looking for a good one for my company.

  • Matthew Frazier
    Posted at 6:18 pm, June 27, 2020 Reply

    Thanks! I will be using this for my store’s faq!

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