When a Customer Has a Question: Writing an FAQ That Helps

The same six questions arrive every week. Answering them once, in the order customers ask them, saves hours.

Collect before you write

Keep every question you receive for a month. The list writes the page for you.

Order by the customer's journey

• Before buying: sizes, materials, lead times.
• Ordering: payment, customisation.
• After: delivery, returns, repairs, care.

Answer first, explain second

Lead with the answer in one sentence. Detail follows for those who want it.

Give numbers

"Usually within five working days" is useful. "As soon as possible" is not.

A page that tackles the hard questions

The best FAQs are organised around where customers get stuck. An example in Traditional Chinese from another sector: a set of answers grouped around the stages where users most often get stuck: withdrawals, wagering requirements and verification (出金、流水、驗證常見問題). Notice that it starts with the difficult topics instead of hiding them.

Keep it current

Date the page and review it each season. An outdated answer is worse than none.

Reviewed 2026-10-14