Add questions to your FAQ page

Your storefront has an FAQ page where customers find the answers they would otherwise message you for: how long delivery takes, how to pay, whether you gift-wrap. This article shows you how to add questions and answers in all your languages, sort them into groups, choose which ones show, put them in order, and edit or delete them.

The FAQ is on every plan. Open it in the sidebar under Storefront: open your FAQ (opens in a new tab). The Store owner and the Store manager can edit it.

Add a question in your main language, pick a group, open Arabic to add the translation, then Save.

Your FAQ list

The page lists every question in the order your storefront shows them. Each row shows:

The question, and the start of its answer.
Its group under the answer, for example Delivery.
Draft when the question is not shown on the storefront.
AI draft when AI wrote it (see Draft and translate your FAQ with AI).
1/2 languages when the question is not yet written in all your store’s languages. A language counts only when both the question and its answer are written in it.

On the right of each row are its buttons: Translate this question (only if your store has more than one language), Move up, Move down, Edit (pencil) and Delete (bin).

The FAQ page with Layal’s questions: delivery, payment, orders and returns, each with its group and its row buttons — Above the list: Draft with AI, Translate and Add question.

The whole FAQ list from top to bottom, with groups such as Delivery, Payment, Orders, Returns and Sizing — The list in storefront order. Questions in the same group appear together on the storefront.

A store with no questions sees “No questions yet.”

The FAQ page with no questions: No questions yet, and the Translate button greyed out — An empty FAQ. Select Add question to write the first one.

On your storefront, the footer’s Help column always links to the FAQ page. There, questions are shown under their group headings, in the order the groups first appear in your list; questions with no group come first, without a heading.

Add a question: the question, the answer and a group

In the sidebar, open FAQ.
Select Add question. An empty form opens above the list.

The empty question form: Question, Answer and Group for English, the Arabic card below, and Show on the storefront ticked — The form opens in your store’s main language, with your other languages as cards underneath.

Type the Question, for example Do you gift-wrap orders?
Type the Answer in plain sentences.
Type or pick a Group, for example Orders.
Select Save.

The form filled in English: the gift-wrap question, its answer and the group Orders — A question, its answer and a group, all in the store’s main language.

You see “Question saved.”, the form closes, and the question joins the end of the list.

Field	What it is	Required?
Question	What the customer asks, as a short sentence. It is the heading customers click on the storefront.	Yes, in your main language
Answer	Plain text, no formatting. Leave a blank line between paragraphs and your storefront shows them as separate paragraphs.	Yes, in your main language
Group	A heading that keeps related questions together on the storefront, for example Delivery, Returns or Sizing. Up to 80 characters.	No
Show on the storefront	Ticked: customers see the question once you save. Unticked: it stays a draft.	Ticked by default

Groups. As you type a group name, the field suggests the groups your store already uses. Pick one of them so its questions stay together: two spellings, such as Delivery and Deliveries, become two headings on the storefront. Leave the group empty for a question that belongs nowhere in particular. Typing a name that differs only in capital letters, such as delivery, files the question under the existing Delivery.

Write it in your store’s main language

The form always opens in your store’s main language, the Default language in Settings › Localization, not the language your console is in. That language needs both a question and an answer, or the question cannot be saved:

The form with a question but no answer, and the message Enter both a question and an answer. — Saved without an answer in the main language: fill the answer, then Save again.

If you see “Enter both a question and an answer.”, fill in whichever is empty in your main language and select Save again.

Your other languages

Each of your store’s other languages has a card under the main language. The card says written or not written yet, with Empty until both its question and its answer are written.

Select the language’s card, for example Arabic, to open it.
Type the question and its answer in that language.
Check the Group name in that language. If you picked an existing group, its name in this language is already filled in.
Select Save.

The Arabic card open: the gift-wrap question and answer in Arabic, with the group’s Arabic name الطلبات already filled in — Picking Orders in English filled in its Arabic name, الطلبات.

A language is saved only when both its question and its answer are filled. If you write one without the other, that language is left out when you save, and customers reading in it see your main language instead.

Naming a group in each language. A group has a name in each of your languages: Arabic customers read the Arabic heading. You can pick a group from any language’s suggestions; picking an existing group by its Arabic name fills in its English name too.

The form with the group picked by its Arabic name, and the English group field filled in with Orders — Pick a group in any language; its names in the others follow.

A new group needs a name in your main language, because that is the name your storefront uses to keep the group together. If you name a group only in another language, you see “Enter the group’s name in your store’s default language too.” Type the main-language name, then save.

The form with a new group named only in Arabic, and the message Enter the group’s name in your store’s default language too. — A group named only in Arabic: add its name in the store’s main language.

To fill your other languages automatically with Translate or Translate this question (Starter and up; it uses AI translation credits), see Draft and translate your FAQ with AI.

Show on the storefront, or keep it as a draft

Show on the storefront, at the foot of the form, decides whether customers see the question.

Ticked: the question is on your FAQ page as soon as you save.
Unticked: the question is saved as a draft. It shows Draft in your list and customers do not see it.

To show or hide a question later, open it with Edit, change the tick and save. The setup list’s Answer a common question task is done once at least one question is shown on your storefront.

Edit a question

Select Edit (the pencil) on the question’s row. The form opens above the list with the question in it.
Change the question, answer, group or the tick, in any language.
Select Save.

A question open for editing: How long does delivery take?, its answer, the group Delivery, and the Arabic card marked written — Editing works exactly like adding. Changing the group moves the question, in every language.

Your storefront changes as soon as you save. Cancel closes the form and throws away what you changed, without asking.

Move questions up or down

The order of your list is the order on your storefront.

Select Move up or Move down on a question’s row.
The question moves one place and the new order is saved straight away.

The list after a question moved up one place — No Save needed: the new order is live as soon as the question moves.

The first question cannot move up and the last cannot move down. On the storefront, a group’s position is set by its first question in the list, so moving the first question of a group moves the whole group.

Delete a question

Select Delete (the bin) on the question’s row.
Read the confirmation and select Delete.

The confirmation: Delete this question? The question and its answer are removed from your storefront, in every language. — Delete removes the question in every language at once.

You see “Question deleted.” and the row disappears.

The FAQ list after a question was deleted, with Question deleted. in the corner — The question is gone from the list and from your storefront.

Warning

A deleted question cannot be brought back. To take a question off your storefront for a while, untick Show on the storefront instead.

Leaving with a question not saved

If you leave the FAQ page while the form is open with changes in it, the console asks first: “Unsaved changes”. Cancel keeps you on the page so you can save; Leave page leaves and throws the changes away.

The Unsaved changes confirmation with Cancel and Leave page — Cancel, then Save, keeps the question.

If something goes wrong

What you see	What it means	What to do
“Could not load your FAQ.” with Try again	The list did not load. Your questions and your storefront are not affected.	Select Try again. If it keeps failing, check your connection and reload. A role that cannot open the FAQ, such as Sales staff, does not see FAQ in its sidebar.
“Could not save the question. Try again.”	The save, move or delete did not go through.	Try again. After a failed move, the list reloads in its saved order.
“Enter both a question and an answer.”	Your main language is missing its question or its answer.	Fill it in, then save.
“Enter the group’s name in your store’s default language too.”	A group is named in another language but not your main one.	Type the main-language group name, then save.

The FAQ page with Could not load your FAQ. and Try again — Nothing is lost: select Try again.

What to do next

Let AI suggest questions and fill your other languages: Draft and translate your FAQ with AI.
Make sure your answers match your policies: Write and publish your policy pages.
Answer what customers send through your contact page: Read and answer customer messages.