FAQ page examples, a template and how to make one

An FAQ page is one page of short answers to the questions your customers ask most, such as what it costs, how to cancel or when an order will arrive. To make one, gather the questions customers really send you, write each one the way they asked it and answer it in the first sentence. Then group the questions by topic and end the page with a way to reach you. Below are seven FAQ pages worth copying, a template to paste and the steps on four site builders.

Deacon is an AI customer support agent for founders who answer support themselves. Point it at your FAQ page and it answers your customers’ questions in a chat, in seconds, however they word them. When the page doesn’t cover a question, Deacon says so instead of guessing and keeps the question for you to answer. There’s a free plan, and it needs no card.

What an FAQ page is for, and when you need one

An FAQ page is there so you stop typing the same reply. It answers a question before it turns into an email, and when the email comes anyway, it gives you one link to send. It’s the simplest kind of customer self-service, and one of the first fixes when you want to reduce support tickets.

On a pricing page, a short FAQ does a second job. It settles the doubts that stop someone signing up, such as whether they need a card, what happens at a limit and how to cancel, at the moment they’re deciding.

You need one once the same questions keep arriving. If you’ve answered something three times this month, it belongs on the page. There are two cases where a separate FAQ page isn’t the right tool.

• If you only get a handful of questions, answer them where they come up, such as a few at the foot of your pricing page or a product page.
• If most answers need steps, screenshots or several cases, write help centre articles instead, one for each task. How to write knowledge base articles covers those.

How to make an FAQ page, step by step

Seven steps take you from an inbox of repeat questions to a page that answers them.

1. Collect the questions customers really send

Start from what people ask, not what you think they should ask. Search your email, chat and social messages from the last two or three months for question marks, and note each question in the customer’s own words. Add what comes up on sales calls and in reviews, and anything you find yourself typing from memory. Then count, because the questions asked most go at the top.

Sort them by when they’re asked. Before buying, people ask about price, trials, delivery and whether it works with what they already use. After buying, they ask about logging in, billing, returns and changing things. Both belong on the FAQ page, and the first kind belongs on your pricing or product page too.

2. Write the question the way customers ask it

Use the customer’s words for the question, because that’s what they scan for and what they type into a search. “Can I cancel at any time?” beats “Cancellation policy”, and “Where’s my order?” beats “Order tracking”. Ask one thing per question. If it takes an “and” to say it, it’s two questions.

3. Answer in the first sentence or two

Put the answer first and the detail after it. A yes-or-no question starts with yes or no, a “how much” question starts with the number and a “how do I” question starts with the first step. Then add only what the reader needs to act, such as the exception, the time limit or the button to press.

Make each answer stand on its own. People often arrive at one question from a link or a search and read nothing else, so never write “as above” or “see the previous question”.

4. Group the questions by topic

Once you pass ten or so questions, sort them under a few headings customers would recognise, such as getting started, pricing and billing, your account, and shipping and returns. Three to six groups is plenty. Put the group people need most first, or start with a short list of the most asked questions from every group.

5. Link to the full page when an answer needs more

Keep the FAQ answer short and link to the page that has everything, such as your refund policy, your delivery rates or a step-by-step guide. That keeps the FAQ quick to scan and keeps each fact in one place. Two copies of a policy drift apart, and then one of them is wrong.

6. Add a way to reach you

End the page with how to reach a person and how soon you reply. Someone who scrolled to the bottom without an answer is about to email you anyway, so make it easy. Put the same line at the top for people who’d rather ask than read.

7. Keep every answer true

A wrong FAQ page is worse than none, because customers act on it. Give the page an owner, and update it the same day you change a price, a policy or a delivery time. Every few months, cut the questions nobody asks any more and add the ones you’ve since answered by hand.

FAQ page examples worth copying

Each of these seven pages does one thing well. We read them all on 25 September 2026.

An FAQ page template to copy

Paste this into your page, replace everything in square brackets and delete the questions your customers don’t ask. A shop keeps Shipping and returns, and a software company keeps Your data. Every answer starts with the answer, so keep yours that way as you fill it in.

Frequently asked questions

Quick answers to what people ask us most. Can’t see yours? Email [address] and we’ll reply within [one working day].

Getting started

How do I sign up?
Press Sign up at the top of any page and enter your email. It takes about a minute, and you don’t need a card.

Do I need to install anything?
[No. It all runs in your browser.] [Or: Yes, one thing. Add [what] to [where] and you’re ready.]

Does it work with [the tool customers ask about most]?
[Yes. Connect it in Settings, then Integrations.] [Or: Not yet. Until it does, [workaround].]

Pricing and billing

Is there a free trial?
[Yes. Every plan starts with a [14]-day free trial, and we don’t charge you until it ends.]

Can I cancel at any time?
Yes. Cancel in [Settings, then Billing]. You keep access until the end of the period you’ve paid for.

Do you offer refunds?
[Yes, within [30] days of payment.] [Or: No, but you can cancel before your next renewal.] Our [refund policy] has the details.

Can I pay by invoice?
[Yes, on yearly plans. Ask us at [address].] [Or: No. We take cards and [PayPal].]

Your account

How do I change my email address?
Go to [Settings, then Profile], type the new address and press Save. We’ll email a link to confirm it.

Can I add my team?
[Yes. Invite them from Settings, then Team. Each person takes one seat.]

How do I delete my account?
Go to [Settings, then Account] and press [Delete account]. Your data is removed within [30] days.

Shipping and returns

Where do you ship to?
We ship to [countries]. Orders leave us within [1 to 2 working days].

When will my order arrive?
[Most orders arrive within [3 to 5 working days].] You’ll get a tracking link by email when it leaves us.

Can I return something?
Yes, within [30] days, if it’s [unused and in its packaging]. Start a return at [link].

Your data

Where is my data stored?
In [region], with [hosting provider].

Can I export my data?
Yes. Go to [Settings, then Export] and download [a CSV of everything].

Contact

How do I reach a person?
Email [address] or use the chat on this page. We reply within [time], [days and hours].

Still stuck? Email [address] and we’ll sort it out.

FAQ page design that’s easy to scan

Good FAQ design mostly means making the right question easy to spot. These habits work on any builder.

• Keep every question visible. An accordion, where each answer opens under its question, suits a long page because readers scan the questions. A page of ten or so questions reads better fully open.
• Let readers open several answers at once. People compare answers, such as two delivery options, and a page that closes one answer when they open another makes them click back. Most builders’ accordions have a setting for this.
• Put the group names at the top as links, so a reader can jump straight to billing.
• Add a search box once you pass 30 or so questions.
• Give every question its own heading and link, so you can send a customer straight to one answer.
• Write every answer as text rather than in an image, short enough to read on a phone without scrolling.
• Make the contact line visible without opening anything, at the end of the page.

FAQ schema no longer earns a rich result

For years, the advice was to add FAQ schema, the FAQPage structured data, so your page could win an FAQ rich result in Google. That’s over. Google limited FAQ rich results to well-known government and health websites in August 2023, then said they would no longer appear in Google Search from 7 May 2026. In June 2026 it removed its documentation for them, and the old address now leads to Google’s list of updates.

Markup already on your page does no harm. When Google first cut these results back, it said structured data it doesn’t use causes no problems for Search, so there’s no need to strip it out. Nor do AI Overviews or AI Mode call for it. Google’s page on AI features and your website says there are “no additional requirements” to appear in them, “nor other special optimizations necessary”.

So an FAQ page now earns its place the plain way, by answering the questions customers really ask, in the words they’d use to search. Advice written before May 2026 that says to add the schema for a rich result is out of date.

Making an FAQ page on Shopify, WordPress, Wix and Squarespace

Each builder has its own way to make questions that open into answers. Here’s what each one’s own help says, read on 25 September 2026.

Shopify

An FAQ page on Shopify starts as an ordinary page. Shopify’s help on pages has you go to Online Store, then Pages, click Add page and enter a title and content, then add a link to the page in a menu so it shows in your store’s navigation. If you’d rather keep each question as its own entry, Shopify’s guide to metaobjects suggests one called FAQ, with a field for the question and one for the answer, shown in a dedicated section of your theme. Shopify’s Knowledge Base app has FAQs too, but those are for AI shopping agents. Shopify calls them “a data source that AI agents can use to generate responses”. Our Shopify AI chatbot guide shows where Deacon’s script tag goes in your theme so updates keep it.

WordPress

WordPress’s block editor has an Accordion block, and WordPress’s documentation for it says it’s commonly used for FAQs. Add it with the + block inserter, or type /accordion and press Enter. Each item has an Accordion Heading, the clickable title, which holds your question, and an Accordion Panel, the part that opens and closes, which holds your answer. The documentation suggests saving an FAQ accordion as a pattern so you can reuse it across your site, and a setting lets several items stay open at once. Adding an AI chatbot to WordPress covers putting Deacon on your site with one script tag in the footer.

Wix

Wix has an FAQ app. Wix’s help on setting it up has you click Add Apps on the left of the editor, search for FAQ and click Add to Site, then create your questions and categories. Its settings show or hide a search bar, can allow only one answer open at a time, and lay the questions out as an accordion, a list or numbered. One gap is worth knowing before you start. Visitors can’t send in their own questions through the app, and Wix suggests a contact form below your FAQ instead. Our Wix chatbot guide covers adding Deacon to a Wix site.

Squarespace

Squarespace does it with an accordion block, which Squarespace’s help on accordion blocks calls a great option for text-heavy pages like FAQs. Edit a page, click Add block or + in a section and choose Accordion. In the Content tab, each item gets a title, which always shows, and a description, which shows when the item opens. Only one item opens at a time unless you turn on Allow multiple open items in the Design tab, and Expand first item opens the first one by default. Adding a Squarespace chatbot covers putting Deacon in Code Injection.

How the same answers can feed an AI chatbot

An FAQ page only helps the customers who open it and find their question there. Plenty never look. They type the question into your chat or your inbox instead, in their own words. An AI chatbot that answers from your FAQ page meets them there, with the answer you already wrote.

Deacon does this with no flows or decision trees to build. On the Knowledge Sources page, press Add website and paste your FAQ page’s address. Deacon reads that one page and starts answering from it as soon as it’s been read. Or give it your whole site, tick the pages it should learn from, save and press Retrain agent. From then on it answers visitors in seconds, at any hour and in the language they write in. It searches your content by meaning as well as by keyword, so a question worded differently from yours can still find its answer. When the answer comes from a page on your site, the reply usually links to it.

When your FAQ page doesn’t cover a question, Deacon says it doesn’t know rather than guess, and offers the visitor a field for their email. If they leave it or ask for a person, the owners on your team get an email. The question waits in Conversations with an Answer this button. Write the answer in a few lines and press Save & check, and Deacon asks itself the question again and shows you the reply it now gives. When it answers, it also tells you how many similar open questions your answer covers. Every answer you write becomes part of what Deacon knows, so it needs you less over time.

Those questions are also the best list your FAQ page will ever get, because they’re what people really asked, in their words. Topics group them, count the people who asked each one and label most of them, such as a how-to or a feature ask. The answers you write live in Deacon rather than on your page, so copy the ones people ask most onto the FAQ page too.

Deacon’s free plan gives you 50 answers a month, about 25 conversations, with no card and no end date. Every feature is on every plan, the free one included. The pricing page has the paid plans.

Questions about FAQ pages

How many questions should an FAQ page have?

As many as customers really ask more than once, and no more. Ten questions people ask beat 50 that nobody does. Once you pass 30 or so, add a search box, or move the longest answers into help articles and link to them.

What’s the difference between an FAQ page and a help centre?

An FAQ page is one page of short answers. A help centre, or knowledge base, is a set of articles, one for each task, with the steps written out. Start with an FAQ page, and add articles when an answer outgrows a paragraph. When you get there, our pick of knowledge base software helps you choose a tool.

Does an FAQ page cut support emails?

It cuts the ones it answers, for the customers who find it. So link it wherever questions start, such as your pricing page, your checkout, your order emails and your contact page. When someone emails anyway, reply with a link to the exact answer.

Is an FAQ page still worth having if I add a chatbot?

Yes. Some people would rather scan a list than ask, and search engines read the page. The page is also what the chatbot answers from, so every answer you add there helps both.

Can Deacon tell a customer where their order is?

No. Deacon answers from your content and doesn’t connect to your store or any other system, so it can explain your delivery times but can’t look up one customer’s parcel. It declines questions about a customer’s own account or invoices, and offers them a field for their email so you can reply.

Does Deacon add the answers I write to my FAQ page?

No. An answer you write in Deacon becomes part of what it knows, and it can answer from it straight away, but your page doesn’t change. Copy the answers people ask for most onto the page yourself.

Does Deacon notice when I change my FAQ page?

Not on its own. Deacon doesn’t fetch pages again on a schedule, so after you edit the page, fetch it again on the Knowledge Sources page and press Retrain agent. The old version keeps answering until you do.