Write FAQ entries that answer the actual question

Use the customer’s question as the title

‘When will my order ship?’ is easier to understand than ‘Fulfillment information.’ Use the phrasing you see in real conversations. Split unrelated questions into separate entries so each has a clear answer.

Write the rule and its conditions

Begin with the direct answer. Follow with relevant cut-off times, destinations, product exclusions, or other conditions. Do not insert a delivery promise unless your operations and published policy support it.

A template you can adapt is: ‘Orders for [eligible products] placed before [cut-off and time zone] are processed within [published window]. [Exceptions] follow [specific rule]. You can [next step].’ Replace every placeholder with verified information.

Give the shopper a next step

Link to a size guide, delivery policy, tracking page, or support route where appropriate. Check that the link works on mobile. If the question requires personal order details, explain the approved verification route.

Test and maintain the entry

Ask the question with different phrasing and a follow-up about an exception. Assign an owner and update the entry when the underlying policy changes. Remove or revise conflicting versions rather than leaving both for the assistant to interpret.

• Customer question as the title
• Answer in the first sentence
• Conditions and exceptions
• A relevant next step
• Verified source and owner