Online Store: What to Put in the FAQ section?

Image blog WebSelfWhat gets you sales through your online store? What can you do to convince visitors to go to your site and make a purchase? One way to increase your chances is to answer any questions they might have, to give assurance that you are credible and reliable. So, it's essential to have an FAQ section on your online store!

Why Answering your Customers' Questions is Important

For starters, FAQ is the acronym for Frequently Asked Questions. Because you sell your products or services online, potential customers can't actually see in person what you offer. As a result, this may make them more reluctant or even suspicious. To encourage them to buy, you need to gain their trust by showing that you are reliable. There are various elements to add to your website to increase your credibility (SSL connection, simple and clear domain name, testimonials) including the FAQ section. 

When a visitor has a question about one of your products and can't find the answer, this person has two choices: take the time to contact you or give up. Most of the time, this person moves on and that is a shame because you lose a sale. It is so difficult to attract potential customers to your website. Don't let them go because you weren't able to answer their questions.

Where should you put the FAQ section on your Webself website?

There are various places where you can put an FAQ on your Webself website. You can put it at the bottom of your online store page, on the product page or even on your home page. Keep in mind that the information should be easy to found. As well, it should be mentioned that this section or page can improve your referencing. 

First, it increases the content of your website and the text often contains important keywords. Second, take this opportunity to create links between parts of your site. For example, put a link to the FAQ in the description of your products. The more time your visitors spend on your site, the more that tells search engines that your site is relevant.

Thinking about Questions Visitors Might Have

When creating your online store, you should take the time to think about the questions your potential customers might have. Ask your friends and family to help you if necessary. Of course, there are always the basic questions like shipping, refunds and exchanges. Take a look at other online stores but keep the questions related to your business.

Some Examples of Questions to Put on Your FAQ

Shipping Service

Your potential customers will have several questions about shipping. First, are shipping costs included? If not, what is the cost and how long does it take? Do you offer different shipping options or only one? Can the order be picked up in store?

Refunds and Exchanges

People are often afraid to buy online because they fear that they may not like the product or that it will be defective. They don't want to be stuck with items they can't return. Reassure them that you have a refund or exchange policy. Make your rules clear regarding refunds, exchanges, or dissatisfaction.

Payment Methods

Do you only accept credit card payments? To avoid unpleasant surprises, explain how you want to get paid. This is especially important if you offer services. For example, if you teach courses and only accept cheques or bank transfers, it would be a good idea to have that written on your website.


People may want to know what your products are made of or how unique they are. Don't hesitate to say what materials you use to make your products. This is especially important if you have chosen to be eco-responsible, sell fair trade products or use organic products. Your potential customers look for this kind of information.

Who Are You?

Say a few words about your team or share a link to your about page. You can indicate where you are located or what sets you apart as a company.

How to Contact You

If someone can't find the answers to their questions, it's good to have a place where they can contact you directly. You can add this link to your contact page providing contact information like your email address, phone number or social media links.

The Specifics of Your Products

Add all the questions around the specifics of your products. How they stand out. How are used. For example, if you sell clothes, you could explain how to wash the pieces without damaging them or have sizing charts. 

In conclusion, it can be difficult to have all the questions your potential customers might ask. But consider that you will always be able to add more over time. Start by answering important questions about shipping requirements, payment methods and your refund policy. Then, answer questions specific to your products. Best of luck with sales!