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FAQ templates: get started on the right foot

Is a FAQ Template the same as the FAQ Schema?

Copy and download the FAQ templates in Google Sheets

FAQ templates: get started on the right foot

Sometimes, making sure to cover all the points for an FAQ can be challenging. The following are some basic FAQ templates recommendations to consider for your FAQ. These are pretty basic, but you would be amazed (or maybe not)n how many FAQs are missing the most common issues! These are only some of typical topics users might have questions about.

The wording in these samples is not set in stone; you can change or rearrange them to your heart’s content. The questions below are written in complete sentences; your users may use different or more natural phrasing when searching online. A dedicated, experienced writer and/or editor can help you re-think your questions and tailor them to work for your particular product or service.

I’m ready to get started…

Copy and past the text below OR
Copy and download the text in Google Sheets. Not sure how to copy/download?

The FAQ templates

Account, login, and password questions are important to include on almost all websites since they are some of the most common questions users try to search for on their own, and are frustrating and stop a user in their tracks when attempting to use your website or app. These questions come up for first-timers and continuing users alike.

SIGNING IN: USERNAME, USER ID

Why can’t I sign in?
What’s my username?
What’s my user ID?
How do I find my username?
How do I find my user ID?

SIGNING IN: PASSWORDS

What’s my password?
How do I reset my password?
I forgot my username/user ID. How do I log in?
I forgot my password. How do I log in?

MAKING ACCOUNT CHANGES

How do I change my account settings?
How do I change my account name?
How do I change my account picture?

Installation and software

Any site or app that offers downloads or software installations should have a detailed FAQ around this topic. Be sure to specify minimum system requirements, whether it works on mobile phones—including both iPhone and Android—and whether it works on Mac and PC. Installation issues are often the thorniest, most frustrating issues. Be sure to make this information known and SEO-friendly so it can be found on the Web.

REQUIREMENTS

What are the computer requirements to download this software?
What are the computer requirements to install this software?
How do I know if my computer supports this software?

MOBILE

Does this product work on iPhone?
Can I open this download on Android?

DESKTOP

Can I download this on Mac/laptop?
Can I download this on PC/laptop?

ISSUES DOWNLOADING

My download won’t open. What do I do?
I’m having issues with my download. What do I do?

INSTALLING

I’m having issues with installation. What do I do?
My install stopped in the middle. What do I do?

INTERNET CONNECTION

I’m having issues with my internet connection. How do I troubleshoot?

Payment methods

Any business that sells a product online should have a detailed FAQ section on payment methods and how to make online payments. Include information on whether the website accepts Paypal, Venmo, Cashapp, Zelle, gift cards and others. If there are any discount or promo offers your website has released, be sure to include them in the FAQ. You don’t want your users searching the Web for YOUR discount codes–it’s best to keep them engaged on your site.

PAYMENT TYPES

What payment methods do you accept?
How do I change my payment method?
Can I pay with Venmo, Cashapp, or Zelle?
Can I use Paypal?

PROMO CODES, DISCOUNTS, GIFT CARDS

How can I use my promo code?
How can I apply my discount?
Can I pay with a gift card?

Shipping and ordering

Shipping and order tracking questions are some of the most common reasons people search for FAQs. Any website that ships orders should supply this information.

SHIPPING

What shipping methods do you offer?
How long will it take to ship?
Do you offer free shipping?
Do you ship internationally?
How do I change my shipping address?

ORDERING

How do I track my order?
How long does it take to process an order?
Can I cancel or edit my order?
My order says it was delivered but I don’t have it. What do I do?

Refund and return policy

Refund and return policies are some of the most common topics users search for. Including this information in its own section strengthens your FAQ and shows goodwill toward your users.

RETURN and EXCHANGE POLICY

What is your return policy?
What is the exchange policy?
Can I get a full refund?

HOW TO…?

How do I make a return or exchange?
How do I get a refund?

TIMING

When can I expect my refund?

Reservations and checking in

Any website that deals in rentals or reservation-based purchases should provide detailed answers about check-in/check-out times, late fees, and cancellation policies, in addition to questions about payment methods.

RESERVATIONS AND RENTALS

How do I make a reservation?
Who can I contact about my reservation?
Can I cancel or edit my reservation?
How can I see my reservation?
Who can I contact about my rental?

CHECKING IN, CHECKING OUT

Can I change my check-in time or date?
Is there a fee for late check-in or check-out?
How do I request late check-out?

Contact info

Contact information is frequently searched for online. This information can be supplied anywhere on your website but it should be found easily, when possible. A current money-saving trend we see is companies hiding, obscuring, or even not listing contact information, or worse, burying it in the FAQ somewhere. We think this defeats the value and purpose of a FAQ: to help and to be transparent to your users.

EMAIL, PHONE/TEXT, CHAT

What’s the best email to reach you?
What’s the best phone number to reach you?

PRODUCT QUESTIONS

Who can I contact about this product?
I want to contact the manufacturer. Who can I email?

TECH SUPPORT

I’m having trouble with the software/app. Who can I call for tech support?

SALES, ORDERS

There’s an error with my order. Who do I contact?
I have questions about my order. Who can I call?

Is a FAQ Template the same as the FAQ Schema?

No, the FAQ Schema is an entirely different animal. The FAQ Schema is markup you add to a FAQ page’s code that makes it super-searchable. Go here to find out more.

Copy and download the FAQ templates in Google Sheets

These FAQ Google Sheets templates help you get started and save time, too. (Note you will need a Google account.) Get a downloadable copy of the FAQ templates free now.

How do I copy and download?

Click this link: Get a downloadable copy of the FAQ Templates. The Copy document page opens.
Click the Make a copy button. The Copy of CafeFAQ_FAQ Templates sheet opens. This is a clickable list with links to all of the templates.
Click the link for the template you want.
Now, click the template name below the link. The template sheet opens.

COPY To make a copy on your Google Drive: go to File –> Copy
DOWNLOAD To download to your personal drive, go to File –> Download and choose a format.

Summing it up: covering the basics

Creating a strong FAQ means getting all the frequently asked questions users could have questions about. Being sure to answer any questions about user accounts and login information for any type of website is a start–and a must. Other topics will vary by website type, but making sure to include details on any software installations or downloads, payment methods, shipping and ordering, refunds and returns, and reservations are basic sections if they apply to your website.