Ecommerce FAQ template: 30 customer questions with ready-to-edit answers

A customer asks whether a parcel will arrive by Friday. Your shipping page gives a dispatch estimate, the homepage still mentions an old promotion, and somebody in support knows the actual answer. Before you add more automation, bring those facts together.

This ecommerce FAQ template gives you 30 practical questions and editable answers in a text file, with sources to verify and suggested handover rules. These are starting points for your shop, not merchant policies or findings from a Breezaro customer study.

Download the ecommerce FAQ template (TXT, 30 questions)

Open the TXT file in a text editor and follow the preparation steps below. Once complete, you can upload it to Breezaro's knowledge base as a file source.

Fill in the facts before publishing

Replace every bracketed token, such as [PRICE_AND_CURRENCY], with your approved information. Remove options you do not offer. If you do not know an answer, give a real contact route instead of filling the gap with a guess. Do not upload the unfinished template to your chatbot.

Verify the source listed for each answer and adapt the handover rule to your team. Add a link to the exact policy or product record, not just the homepage. For returns, billing and cancellations, copy your own approved terms and process; these templates intentionally supply no universal deadlines or eligibility rules.

Shipping and delivery

1. How much does delivery cost?

Delivery to [COUNTRY] costs [PRICE_AND_CURRENCY] with [DELIVERY_METHOD]. Exceptions are listed at [SHIPPING_URL].

2. When is delivery free?

Free delivery applies from [THRESHOLD_AND_CURRENCY] for [ELIGIBLE_METHOD_AND_COUNTRY]. [EXCLUSIONS] do not qualify.

3. When will my order arrive?

The usual dispatch time is [DISPATCH_ESTIMATE]. After dispatch, [CARRIER] estimates [DELIVERY_ESTIMATE]. These are estimates; check [TRACKING_ROUTE] for a dispatched parcel.

4. Do you ship to my country?

We currently deliver to [COUNTRY_LIST]. Available methods and charges for your destination are at [DESTINATION_URL].

5. Can I collect my order?

Collection is available at [LOCATION] during [HOURS_AND_TIME_ZONE]. Please wait for [READY_NOTIFICATION] before travelling.

Payments and documents

6. Which payment methods do you accept?

You can pay using [PAYMENT_METHODS]. Availability can depend on [COUNTRY_OR_DELIVERY_CONDITIONS]; checkout shows the options for your order.

7. My payment failed. What should I do?

Check the order and payment status through [APPROVED_CHECK_ROUTE]. If it is still unclear, contact [SUPPORT_CONTACT] before placing the order again.

8. Can I pay on delivery?

Payment on delivery is [AVAILABILITY] for [ELIGIBLE_METHODS_AND_COUNTRIES]. Any fee is [FEE_AND_CURRENCY].

9. Where can I find my invoice?

Your invoice is available through [INVOICE_DELIVERY_METHOD]. If you cannot find it, request a copy using [VERIFIED_SUPPORT_ROUTE].

10. Can I change the billing details?

To request a correction, use [BILLING_CORRECTION_ROUTE] and provide [REQUIRED_DETAILS]. Our team will check what can be changed.

Products and availability

11. Is this item in stock?

Check the availability of [PRODUCT_AND_VARIANT] at [PRODUCT_URL]. If no current stock information is available, we will confirm it through [SUPPORT_CONTACT].

12. When will an unavailable item be back?

The confirmed restock information for [PRODUCT] is [CONFIRMED_RESTOCK_INFORMATION]. If no date is confirmed, use [RESTOCK_ENQUIRY_ROUTE].

13. Which size should I choose?

For [PRODUCT], compare [RELEVANT_MEASUREMENTS] with [SIZE_GUIDE_URL]. Share those measurements if you would like help interpreting the guide.

14. Is it compatible with my device?

The documented compatibility for [PRODUCT] is [SUPPORTED_MODELS_OR_SPECIFICATIONS]. Please tell us your exact model so we can compare it.

15. What is included in the package?

The package for [PRODUCT_AND_VARIANT] includes [CONTENTS]. [SEPARATELY_SOLD_ACCESSORIES] are sold separately.

Orders and changes

16. Where is my order?

You can check your order through [VERIFIED_ORDER_STATUS_ROUTE]. If a lookup is unavailable, contact [SUPPORT_CONTACT] using [REQUIRED_VERIFICATION_PROCESS].

17. I did not receive an order confirmation. What now?

Check your spam folder and [CUSTOMER_ACCOUNT_ROUTE], if available. If the order is missing, contact [SUPPORT_CONTACT] before ordering again.

18. Can I change my delivery address?

Request an address change through [ADDRESS_CHANGE_ROUTE]. Changes depend on the order stage; the new address is confirmed only after [CONFIRMATION_PROCESS].

19. Can I cancel my order?

Request cancellation using [CANCELLATION_ROUTE]. We will check the current order stage and confirm whether the request can be completed.

20. Can I add another item to my order?

Send the requested item and quantity through [ORDER_CHANGE_ROUTE]. We will confirm whether the order can be changed and how any price difference is handled.

Returns and problems

21. How do I return an item?

Start at [RETURNS_URL]. It explains [APPLICABLE_CONDITIONS], the steps to follow and how to obtain the correct return address.

22. Who pays for return shipping?

For [RETURN_REASON], return shipping is handled as follows: [APPROVED_COST_RULE]. The full conditions are at [RETURNS_URL].

23. Can I exchange an item for another size?

Our exchange process is [APPROVED_EXCHANGE_PROCESS]. Check [EXCHANGE_URL] before sending anything back; replacement availability must be confirmed.

24. My parcel arrived damaged. What should I do?

Follow [DAMAGE_REPORTING_URL] and provide [REQUIRED_INFORMATION]. Our team will explain the next step for your delivery.

25. When will my refund arrive?

Our published refund process is [REFUND_PROCESS]. For the status of your refund, use [VERIFIED_REFUND_ENQUIRY_ROUTE]; we must check it before confirming a date.

Discounts and contacting support

26. Why does my discount code not work?

This code applies to [ELIGIBLE_ITEMS] during [VALIDITY_PERIOD_AND_TIME_ZONE], subject to [MINIMUM_SPEND_AND_EXCLUSIONS]. Check [OFFER_TERMS_URL].

27. Can I use two discounts together?

Discounts can be combined according to [COMBINATION_RULE]. The conditions for this offer are at [OFFER_TERMS_URL].

28. Do you offer gift wrapping?

Gift wrapping is [AVAILABILITY] for [ELIGIBLE_ITEMS] at [PRICE_AND_CURRENCY]. Choose it through [SELECTION_ROUTE].

29. How can I speak to a person?

You can reach our team through [CONTACT_CHANNELS] during [HOURS_AND_TIME_ZONE]. [HANDOVER_OR_CONTACT_STEP].

30. When will you reply to my message?

Our support hours are [HOURS_AND_TIME_ZONE]. Our current response estimate is [APPROVED_RESPONSE_ESTIMATE]. For [URGENT_CASES], use [URGENT_CONTACT_ROUTE].

Turn the answers into a usable knowledge base

After filling in your details, remove the introductory author instructions and any questions you do not use. Save the file as UTF-8 TXT and upload it as a file source in Breezaro's knowledge base. Once the source has finished processing, try the questions in the chatbot preview.

Treat the FAQ as a maintained source, not a second copy of facts nobody owns. Start with the answers your team repeats most. Put each under a clear heading and include the conditions that change the answer: country, currency, product variant or delivery method. Remove expired versions when the underlying policy changes.

For example, “delivery is free” leaves out who qualifies. “Free delivery from [THRESHOLD_AND_CURRENCY] with [METHOD] to [COUNTRY]” tells the writer exactly which facts are missing. Replace the tokens, check the source, then test the question in everyday wording. Our knowledge base guide walks through that preparation.

Keep general policy separate from an individual customer's order. A shipping FAQ cannot confirm that a particular parcel was dispatched. A connected order lookup needs to be configured and verified before the assistant can use current order information. Otherwise, the right answer is an honest explanation and a support route.

Decide where the answer stops

A template explaining how to request cancellation does not cancel anything. Likewise, a request for a refund needs your actual process, not a reassuring sentence saying the money is on its way. Add these boundaries to the handover rules before anyone copies the answer into a helpdesk or chatbot.

Configure the promised contact route and try it yourself. If an operator is unavailable, publish the real support hours and a way to leave a message. The guide to handover alerts explains one way to notify your team when a conversation needs attention.

Once your first answers are approved, use our 30-question chatbot testing checklist. After launch, review unresolved questions alongside the metrics that show how your chatbot performs. Give each correction an owner so the same uncertainty does not return next week.

Ready to use the FAQ in Breezaro? Start with the setup guide, add your completed sources and test them before you place the assistant on your shop.