How to Create a Killer Shopify FAQ Page

An FAQ (Frequently Asked Questions) page is one of the most important yet underrated sections of a Shopify store. A well-designed FAQ page can:

Reduce customer support requests by answering common questions
Improve customer trust by addressing concerns upfront
Boost conversions by removing doubts before purchase
Enhance SEO by targeting long-tail search queries

In this guide, you’ll learn how to create a high-converting Shopify FAQ page, best practices for structuring it, and real-world examples of stores that get it right.

Step 1: Determine What Questions to Include

Before building your FAQ page, gather real customer questions. You can do this by:

Checking customer support tickets and emails
Analyzing live chat and chatbot queries
Reviewing social media comments and DMs
Using Google Search Console to find what people search for on your site

Common categories for an FAQ page include:

Orders & Shipping – How long does shipping take?
Returns & Refunds – What is your return policy?
Product Information – What materials are used in your products?
Payments & Pricing – Do you accept PayPal or Buy Now, Pay Later?
Account & Security – How do I reset my password?

Step 2: Choose the Best Format for Your Shopify FAQ Page

1. Simple FAQ Page (Single Page with Questions & Answers)

This is ideal for small stores with only a handful of questions. The FAQ is typically placed as a regular Shopify page with text formatting.

✅ Best for: Small stores with under 10 common questions
✅ How to create it:

Go to Shopify Admin > Online Store > Pages > Add Page
Title it "FAQs" or "Help Center"
Format questions in bold and provide clear answers

Example:
Q: How long does shipping take?
A: Orders are processed within 24 hours and take 3-5 business days for delivery.

2. Accordion-Style FAQ Page (Collapsible Sections for Better Navigation)

This format keeps the page clean and easy to browse, making it great for stores with many FAQs.

✅ Best for: Medium to large stores with multiple categories
✅ How to create it:
Use Shopify’s built-in rich text editor with collapsible sections or a page builder app like:

Easy FAQ – FAQ Page & Help Center
Accordion FAQ & Product Tabs
HelpCenter – FAQ Page, Chatbot

Example:
Lululemon’s FAQ Page uses an expandable format where clicking a question reveals the answer.

3. Help Center with Search Functionality

Larger e-commerce brands often use a dedicated Help Center with search functionality. This makes it easy for customers to find answers without scrolling.

✅ Best for: Large stores with complex policies
✅ How to create it:

Use Help Desk apps like Gorgias, Zendesk, or HelpCenter
Integrate a chatbot that suggests FAQ answers

Example:
Shopify’s Help Center allows customers to search for answers.

Step 3: Write Clear and Concise Answers

Be direct: Customers don’t want long explanations. Answer in one or two sentences.
Use bullet points: When listing steps or policies, make them easy to scan.
Add links: If an answer requires more detail, link to relevant pages like the return policy.

Example of a well-structured FAQ answer:
Q: What is your return policy?
A: You can return items within 30 days of delivery for a full refund. Items must be unused and in original packaging. To start a return, click here.

Step 4: Optimize Your FAQ Page for SEO

A good FAQ page can help you rank for common search queries like "How long does Shopify shipping take?"

SEO Tips for Your FAQ Page:

Use structured data (FAQ schema markup) so Google displays your FAQ in search results
Include relevant keywords naturally in your questions
Make URLs descriptive (e.g., /pages/faq instead of /pages/page123)
Optimize for voice search by phrasing questions naturally (e.g., "How do I track my order?")

Step 5: Place Your FAQ Page Where Customers Can Find It

Your FAQ page should be easy to access from multiple locations:

In the main navigation menu (especially if you sell globally)
In the footer under “Customer Service”
On product pages with links to relevant FAQs
In the checkout process to address last-minute concerns
In your chatbot or live chat as suggested responses

A well-designed FAQ page can reduce customer support tickets, build trust, and improve conversions. Follow these steps to create a high-performing Shopify FAQ page: