Frequently asked questions
Your business FAQs and each product's: what each one carries, their statuses, the automatic ones, files and how your seller uses them.
On this page
Two kinds
"Frequently asked questions" or "FAQ" can mean one of two things: your general business questions (shipping, payments), which are your seller's Frequently asked questions, or the ones about a specific product, which go in Seller help on the product page.
Frequently asked questions
Your business ones: shipping, payments, hours, returns.
Seller help
A product's own, on its page. Up to 10 per product.
What each question carries
Each question in Frequently asked questions has a Category, a Question status, the Question, the Answer and, optionally, Tags and Multimedia. The categories are Products, Schedule, Shipping, Payments, Returns and Other, and you can create your own (up to 60 characters). There is no practical limit on the number of questions.
| Field | What it is |
|---|---|
| Category | Products, Schedule, Shipping, Payments, Returns, Other or your own. |
| Question status | Whether your seller uses it. |
| Question | What your customers ask. |
| Answer | What your seller should reply. |
| Tags | Optional. To sort and find your questions. |
| Multimedia | Optional. Images, video, audio or PDF. |
Statuses
Only questions set to Active reach your customers. Paused and Draft keep them without your seller using them, and the status can be changed right in the list, without opening the question.
Active
Your seller uses it.
Paused
Kept, not used.
Draft
Kept, not used.
They apply right away
FAQs do not go through the draft: what you save, edit or delete is used by your seller within seconds, without Publish. Automatic questions do change when you publish your seller.
Automatic questions
Questions tagged Automatic are written by your seller from what you set up: Payment methods, Shipping and coverage, Catalog and your contact details (WhatsApp and social media). They are not edited or deleted there: you change the data in its section, for example with Edit in Shipping and delivery times, and the answer updates when you publish.
| Group | Comes from |
|---|---|
| Payment methods | Payment methods |
| Shipping and coverage | Shipping & timing |
| Catalog | Visual catalog |
| Contact | Your connected WhatsApp and social media |
Your seller already knows how to give out your store's WhatsApp and social media: if a customer asks for your number or whether you are on Instagram, it answers with your real details, without you adding an FAQ. It gives your WhatsApp if it is connected, and your connected social accounts first, then the ones in My business, with no links. It does not give your WhatsApp as a number to pay to: for that it uses your Payment methods. These details update every time you publish your seller.
Files
An FAQ can carry JPG or PNG images up to 5 MB, MP4 videos up to 16 MB, audio up to 16 MB and PDFs up to 100 MB. WebP and GIF images are not accepted. When your seller uses that question, it can send its files to the customer together, if the channel accepts them.
How your seller uses them
Your seller searches your FAQs by context, not exact words: you do not need to write the question the way the customer would. It checks them for any question about your store and before saying it cannot confirm something, and answers with your answer in its own words.
FAQs count for 25% of Your seller score. How it is calculated →
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