How to Create a Shopify FAQ Page (and What to Put on It)
· 7 min read
A Shopify FAQ page answers the questions shoppers ask before they buy: shipping, returns, sizing, payment. A good one saves your team from answering the same emails every day and removes doubts that would otherwise end in an abandoned cart. Here is how to build one in Shopify, which questions to include and how to write the answers.
Why your Shopify store needs an FAQ page
- Shoppers get an answer at once instead of waiting for an email reply.
- Your team stops answering the same questions again and again.
- Clear answers about costs, delivery and returns remove reasons to abandon the cart.
- Search engines and AI assistants can find and quote your answers.
Which questions to include
Start with the questions your inbox already receives. Most stores need these groups:
- Shipping: where you ship, how long it takes, how much it costs, the free shipping threshold.
- Returns and exchanges: the return window, who pays for return shipping, how refunds are issued.
- Orders: how to track an order, change or cancel it, and what happens if it arrives damaged.
- Products: sizing, materials, care, compatibility, warranty.
- Payment: accepted methods, installments, currency, taxes and duties for international orders.
- Account and contact: whether an account is needed and how to reach a person.
How to create an FAQ page in Shopify
- In your Shopify admin, go to Online Store > Pages and click Add page (Shopify Help Center).
- Give it a clear title, such as "Frequently asked questions", and check that the page's search engine listing uses a short, descriptive URL like /pages/faq.
- Write the questions and answers. Use each question as a heading so shoppers can scan the page.
- For an accordion layout, open the theme editor (Online Store > Themes > Customize). Many themes, including Dawn, have a Collapsible content section you can add to the page's template.
- Click Save, and make sure the page is visible.
- Add the page to your menus: go to Content > Menus, open the footer or main menu, click Add menu item and pick the page from the list (Shopify Help Center).
Shopify recommends picking the page from the list rather than pasting its URL, so the menu link keeps working if the address changes.
How to write good FAQ answers
- Answer in the first sentence, then add detail: "Yes, returns are free within 30 days."
- Use exact numbers: days, prices, thresholds. "Fast delivery" answers nothing.
- Write the question the way a shopper would ask it, not in internal terms.
- Link to the full policy for details, but don't make shoppers open it for the basic answer.
- Keep answers in sync with your policies and checkout. An FAQ that says "free returns" when checkout charges for them costs trust.
- Review the page every few months, and whenever shipping or return terms change.
Shopify FAQ pages and SEO
An FAQ page can rank for the questions shoppers search, such as "does [your brand] ship to Canada". Use the real question as a heading and answer it directly below.
FAQ structured data (FAQPage schema) no longer earns the expandable FAQ result for most stores: since August 2023 Google shows it only for well-known, authoritative government and health websites. Google also says there is no need to remove existing FAQ markup, since unused structured data causes no problems (Google Search Central).
Clear question-and-answer text is still useful: it is the format AI assistants find easiest to quote.
Answer questions where shoppers ask them
Most shoppers never open the FAQ page. They have the question on the product page, at the moment they decide. Put the two or three questions that matter most for a product directly on its page, and keep the FAQ page as the complete reference.
An AI shopping assistant takes this one step further: shoppers ask in their own words and get the answer on the spot. When you connect agenola to Shopify, it reads your store policies (refunds, shipping, privacy, terms) automatically; you add your FAQ answers to its knowledge base, and the questions it couldn't answer show you what to add next.
Shopify FAQ page checklist
- Questions taken from real customer emails and chats.
- Shipping, returns, orders, products and payment covered.
- Every answer starts with the answer and uses exact numbers.
- Answers match your policies and checkout.
- Page linked from the footer menu, and from product pages where relevant.
- Reviewed whenever terms change.
For more ways to remove doubts before checkout, see how to reduce cart abandonment.