Ecommerce FAQ Author instructions (remove before uploading): Replace every bracketed token with your shop's actual information. Verify the sources, add their links and adapt the handover rules. Remove questions and options you do not use. Upload only the reviewed file to Breezaro, without these instructions. SHIPPING AND DELIVERY 1. How much does delivery cost? Answer: Delivery to [COUNTRY] costs [PRICE_AND_CURRENCY] with [DELIVERY_METHOD]. Exceptions are listed at [SHIPPING_URL]. Source to verify: Shipping price list Hand over when: Destination or parcel type has no published rate. 2. When is delivery free? Answer: Free delivery applies from [THRESHOLD_AND_CURRENCY] for [ELIGIBLE_METHOD_AND_COUNTRY]. [EXCLUSIONS] do not qualify. Source to verify: Free-delivery conditions Hand over when: A promotion or basket exception is unclear. 3. When will my order arrive? Answer: The usual dispatch time is [DISPATCH_ESTIMATE]. After dispatch, [CARRIER] estimates [DELIVERY_ESTIMATE]. These are estimates; check [TRACKING_ROUTE] for a dispatched parcel. Source to verify: Dispatch policy and carrier information Hand over when: The customer needs a guaranteed date or a delayed parcel checked. 4. Do you ship to my country? Answer: We currently deliver to [COUNTRY_LIST]. Available methods and charges for your destination are at [DESTINATION_URL]. Source to verify: Supported destinations Hand over when: The country is not listed. 5. Can I collect my order? Answer: Collection is available at [LOCATION] during [HOURS_AND_TIME_ZONE]. Please wait for [READY_NOTIFICATION] before travelling. Source to verify: Collection policy Hand over when: The order is not marked ready or the customer needs an exception. PAYMENTS AND DOCUMENTS 6. Which payment methods do you accept? Answer: You can pay using [PAYMENT_METHODS]. Availability can depend on [COUNTRY_OR_DELIVERY_CONDITIONS]; checkout shows the options for your order. Source to verify: Payment policy and checkout Hand over when: The advertised method is missing from checkout. 7. My payment failed. What should I do? Answer: Check the order and payment status through [APPROVED_CHECK_ROUTE]. If it is still unclear, contact [SUPPORT_CONTACT] before placing the order again. Source to verify: Payment troubleshooting guide Hand over when: A charge appears but the order is unconfirmed. 8. Can I pay on delivery? Answer: Payment on delivery is [AVAILABILITY] for [ELIGIBLE_METHODS_AND_COUNTRIES]. Any fee is [FEE_AND_CURRENCY]. Source to verify: Payment-on-delivery policy Hand over when: The requested destination or method is not covered. 9. Where can I find my invoice? Answer: Your invoice is available through [INVOICE_DELIVERY_METHOD]. If you cannot find it, request a copy using [VERIFIED_SUPPORT_ROUTE]. Source to verify: Invoice process Hand over when: The customer needs a specific invoice retrieved. 10. Can I change the billing details? Answer: To request a correction, use [BILLING_CORRECTION_ROUTE] and provide [REQUIRED_DETAILS]. Our team will check what can be changed. Source to verify: Billing correction process Hand over when: Any correction requires a person or approval. PRODUCTS AND AVAILABILITY 11. Is this item in stock? Answer: Check the availability of [PRODUCT_AND_VARIANT] at [PRODUCT_URL]. If no current stock information is available, we will confirm it through [SUPPORT_CONTACT]. Source to verify: Current product availability Hand over when: Stock is unavailable, stale or different between sources. 12. When will an unavailable item be back? Answer: The confirmed restock information for [PRODUCT] is [CONFIRMED_RESTOCK_INFORMATION]. If no date is confirmed, use [RESTOCK_ENQUIRY_ROUTE]. Source to verify: Confirmed replenishment information Hand over when: There is no confirmed date or the customer needs a commitment. 13. Which size should I choose? Answer: For [PRODUCT], compare [RELEVANT_MEASUREMENTS] with [SIZE_GUIDE_URL]. Share those measurements if you would like help interpreting the guide. Source to verify: Product-specific size guide Hand over when: The measurements fall outside the guide or advice is uncertain. 14. Is it compatible with my device? Answer: The documented compatibility for [PRODUCT] is [SUPPORTED_MODELS_OR_SPECIFICATIONS]. Please tell us your exact model so we can compare it. Source to verify: Manufacturer-approved product specifications Hand over when: The exact model or required specification is missing. 15. What is included in the package? Answer: The package for [PRODUCT_AND_VARIANT] includes [CONTENTS]. [SEPARATELY_SOLD_ACCESSORIES] are sold separately. Source to verify: Product contents list Hand over when: The listing is incomplete or versions differ. ORDERS AND CHANGES 16. Where is my order? Answer: You can check your order through [VERIFIED_ORDER_STATUS_ROUTE]. If a lookup is unavailable, contact [SUPPORT_CONTACT] using [REQUIRED_VERIFICATION_PROCESS]. Source to verify: Verified live order status Hand over when: No working order lookup is configured or the status needs investigation. 17. I did not receive an order confirmation. What now? Answer: Check your spam folder and [CUSTOMER_ACCOUNT_ROUTE], if available. If the order is missing, contact [SUPPORT_CONTACT] before ordering again. Source to verify: Order confirmation process Hand over when: The team needs to check whether the order exists. 18. Can I change my delivery address? Answer: Request an address change through [ADDRESS_CHANGE_ROUTE]. Changes depend on the order stage; the new address is confirmed only after [CONFIRMATION_PROCESS]. Source to verify: Address-change policy and live order stage Hand over when: Every request that needs an order change. 19. Can I cancel my order? Answer: Request cancellation using [CANCELLATION_ROUTE]. We will check the current order stage and confirm whether the request can be completed. Source to verify: Cancellation process and live order stage Hand over when: An actual cancellation or individual eligibility check is needed. 20. Can I add another item to my order? Answer: 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. Source to verify: Order amendment process Hand over when: Every change to an existing order. RETURNS AND PROBLEMS 21. How do I return an item? Answer: Start at [RETURNS_URL]. It explains [APPLICABLE_CONDITIONS], the steps to follow and how to obtain the correct return address. Source to verify: Approved returns policy Hand over when: The case is outside the published process or eligibility is unclear. 22. Who pays for return shipping? Answer: For [RETURN_REASON], return shipping is handled as follows: [APPROVED_COST_RULE]. The full conditions are at [RETURNS_URL]. Source to verify: Return shipping rules by reason Hand over when: The reason is disputed or no approved rule covers it. 23. Can I exchange an item for another size? Answer: Our exchange process is [APPROVED_EXCHANGE_PROCESS]. Check [EXCHANGE_URL] before sending anything back; replacement availability must be confirmed. Source to verify: Exchange policy Hand over when: The requested replacement or exception needs approval. 24. My parcel arrived damaged. What should I do? Answer: Follow [DAMAGE_REPORTING_URL] and provide [REQUIRED_INFORMATION]. Our team will explain the next step for your delivery. Source to verify: Damaged-delivery procedure Hand over when: A damage report needs individual handling. 25. When will my refund arrive? Answer: 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. Source to verify: Refund policy and verified refund record Hand over when: The customer asks about an individual refund or a delay. DISCOUNTS AND CONTACTING SUPPORT 26. Why does my discount code not work? Answer: This code applies to [ELIGIBLE_ITEMS] during [VALIDITY_PERIOD_AND_TIME_ZONE], subject to [MINIMUM_SPEND_AND_EXCLUSIONS]. Check [OFFER_TERMS_URL]. Source to verify: Current promotion terms Hand over when: The basket meets the terms but the code still fails. 27. Can I use two discounts together? Answer: Discounts can be combined according to [COMBINATION_RULE]. The conditions for this offer are at [OFFER_TERMS_URL]. Source to verify: Promotion combination rules Hand over when: Two offers have conflicting or incomplete conditions. 28. Do you offer gift wrapping? Answer: Gift wrapping is [AVAILABILITY] for [ELIGIBLE_ITEMS] at [PRICE_AND_CURRENCY]. Choose it through [SELECTION_ROUTE]. Source to verify: Gift service details Hand over when: The order needs a special request. 29. How can I speak to a person? Answer: You can reach our team through [CONTACT_CHANNELS] during [HOURS_AND_TIME_ZONE]. [HANDOVER_OR_CONTACT_STEP]. Source to verify: Support contact and handover process Hand over when: The customer requests a person or the bot cannot resolve the issue. 30. When will you reply to my message? Answer: Our support hours are [HOURS_AND_TIME_ZONE]. Our current response estimate is [APPROVED_RESPONSE_ESTIMATE]. For [URGENT_CASES], use [URGENT_CONTACT_ROUTE]. Source to verify: Current support coverage Hand over when: The case is urgent or the published response estimate has passed.