How to write FAQs that cut support questions
Mar 4, 2025
Why Your FAQ Matters More Than You Think
If you're a reseller juggling multiple sales channels, you've probably noticed a pattern: many support questions are the same, over and over. A well-crafted FAQ (Frequently Asked Questions) page doesn't just save your time—it makes your buyers happier and builds trust. But how do you write one that actually reduces support requests, instead of just taking up space on your site?
1. Start With Real Questions (Data Beats Guesswork)
Before you write anything, gather real data. Go through your inbox, support tickets, social media DMs, and chat logs. What do people ask most about? Typical questions for resellers include:
"Is this item still available?"
"How do I buy?"
"Can I pick up instead of shipping?"
"Will this fit my [need]?"
"How do returns work?"
Keep a running list. If you use a central system like Gavelbase, you can often tag and track customer queries right in your dashboard. This helps you spot trends and update your FAQ efficiently.
2. Keep Answers Simple and Actionable
Write answers your grandma would understand. Use clear, concise language. Avoid jargon—if you must use a technical term (like "SKU" or "multi-channel"), explain it. For example:
"How do I buy this item?"
"Click 'Add to Cart,' then follow the checkout steps. If you need help, contact us at [your email].""Can I pick up my purchase?"
"Yes! Choose 'Local Pickup' at checkout. You'll get an email with pickup instructions once your order is ready."
3. Structure for Scannability
Busy buyers want answers fast. Organize your FAQ so people can scan for what they need:
Use categories (e.g., Shipping, Returns, Payments, Inventory)
Bold questions so they stand out
Keep answers to a few sentences where possible
If you have a lot of content, add a clickable table of contents at the top
4. Keep Listings and Inventory Synced (and Say So)
One huge source of support requests: "Is this item still available?" Prevent confusion by keeping your listings and inventory synced across all sites. Mention this in your FAQ:
"Are your listings up to date?"
"We use a central system to keep our listings and inventory updated across all platforms. If you see it available, it's ready to buy!"
Tools like Gavelbase make this easy, but whatever system you use, reassure buyers that what they see is accurate.
5. Assign Team Roles—And Explain Who Can Help
Even solo sellers can benefit from clarifying who handles what. In your FAQ, explain:
Who to contact for sales questions
Who to contact for pickup/shipping
Who handles returns/issues
If you have a team, list names or roles ("For shipping, contact Alex at [email]"). If you’re solo, just say so: "I handle all questions personally—email me at [email] for a fast reply."
6. Be Clear About Sales, Fees, and Payment Methods
Transparency cuts confusion. Cover common concerns:
Payment types accepted (e.g., credit card, PayPal, cash for pickup)
Any extra fees (taxes, shipping, handling)
How sales are confirmed ("You'll get an email confirmation within minutes.")
7. Spell Out Shipping and Pickup Policies
Don't make buyers guess. In your FAQ, clearly explain:
Where you ship (domestic, international, local only)
How shipping costs are calculated
How and where pickups work (address, hours, ID needed?)
How to track shipments
Sample entry:
"Where do you ship?"
"We ship anywhere in the United States. For international orders, please contact us for a quote."
8. Update FAQs Regularly—And Make Them Easy to Find
Set a monthly calendar reminder to review and update your FAQ. If your system (like Gavelbase) tracks support topics, use that data to add new questions as they arise. Always keep your FAQ linked clearly from your main menu, checkout pages, and contact forms.
9. Test: Ask Someone Unfamiliar to Read Your FAQ
Hand your FAQ to a friend or family member who knows nothing about your business and ask them to find answers to sample questions. If they struggle, rework for clarity. The goal: answers should be instant and obvious.
10. Use Your FAQ to Set Expectations and Build Trust
The best FAQs don't just cut support questions—they show buyers you care about their experience. Be honest about what you can and can’t do. If your policy is strict ("No returns on clearance items"), say so. If you're flexible, explain how.
FAQ Example Template
Useful Tools for FAQ Management
Gavelbase: Centralized system for syncing inventory, tracking sales, and managing customer queries.
Notion: Great for building living documents and sharing with your team.
Help Scout: For more advanced teams needing integrated knowledge bases and support ticketing.
Simple Google Docs or Sheets: Fast, free, and easy for beginners to update and share.
Action Steps: Build Your FAQ That Cuts Support
List your top 10–20 real customer questions.
Write clear, short, actionable answers for each.
Organize by category; bold the questions.
Explain your inventory, sales, and shipping process.
Assign contact points or explain who handles what.
Update monthly based on new questions.
Link your FAQ everywhere customers might look!
Final Thoughts
A great FAQ isn’t just a time-saver—it’s a trust-builder and a sales booster. Start simple, keep it updated, and let your buyers know you’re on top of their needs. The more clear info you provide, the less you’ll need to answer the same old questions—and the more time you’ll have to grow your business.