What is an FAQ page? (and the ten questions to answer on yours)
An FAQ page answers the questions buyers keep asking before they pay, and these ten are the ones every small Indian store should cover.
What it is
FAQ means frequently asked questions. An FAQ page is one place on your store where you answer, in advance, the questions you otherwise type out in chats again and again.
Think of it as the shop assistant who never gets tired. A buyer with a doubt at 11 pm can find an answer without waiting for you, and you can stop copying the same reply into fifty conversations.
How to build yours from real questions
Do not invent questions. Open your WhatsApp and Instagram DMs and scroll back a few weeks. Note every question that appeared more than twice. Those are your FAQs, in the words buyers actually use.
Then keep each answer short, honest and specific to your store. One caution: the answers below depend on your own policies, so do not copy them as universal facts.
Ten questions worth answering
- How long does delivery take? Give a range you can meet and mention that it varies by location. See setting honest delivery time expectations.
- How much is shipping, and is there free shipping above an amount?
- Do you offer cash on delivery? If yes, say whether it has a fee, or whether you ask for a small advance.
- Which payment methods do you accept? UPI, cards, net banking, whichever you enable.
- Can I return or exchange a product? State the window, the condition and who pays shipping.
- How do I know which size to pick? Point to your size chart, with measurements.
- Can I cancel or change my order? Give your cancellation rule.
- How do I track my order? Explain where the tracking link appears and what the statuses mean.
- Is the product handmade, and does it vary slightly from the photos? Be honest about natural variations.
- How do I contact you, and when will you reply? Name the channel and your reply window.
Depending on your category, you might swap one in: care instructions, ingredients, shelf life, gifting options, bulk orders.
Writing good answers
- Lead with the answer, then add detail. "Yes, we ship across India. Delivery usually takes a few days depending on your pincode" is better than a long preamble.
- Use the same words as your policies. Contradictions between pages hurt trust.
- Avoid promises you cannot keep, such as exact delivery days.
- Use plain language. No jargon like RTO or NDR for the customer.
Where to place it
A link in your footer, in your order confirmation message, and in your WhatsApp reply when someone asks a repeated question. The post on what to put in your Instagram link in bio explains how to guide visitors to the right pages.
Keep it alive
Every month, look at the questions that still reach your inbox. Add them. Remove any answer that is out of date after a policy change. An FAQ that contradicts your current practice is worse than none.
Link to your policy pages
Do not repeat the entire return policy in the FAQ. Give the short version and link to the full page. See what a return policy is and what terms and conditions are for a store for what belongs on those pages.
The takeaway
An FAQ page turns repeated questions into one set of clear answers. Build it from your real DMs, cover the ten basics, and update it when your rules change.