| If you own an e-commerce website a key | | | | What do you do with the private information you |
| component needed to help you close sales is a | | | | obtain from them? Do you sell or share it with |
| Frequently Asked Questions (FAQ) page. Although | | | | anyone? |
| most of the questions that will be answered on | | | | Are you going to market to them through email, |
| your FAQ page should be answered elsewhere on | | | | or only communicate with them about their |
| your site such as within product descriptions or on | | | | order(s)? |
| your policies page, this is often the first place | | | | Security. |
| visitors will go to find answers to questions they | | | | Is it safe to enter their credit card and personal |
| might have about your products, business or | | | | information into the form(s) on your site? |
| website. In this case redundancy is a good thing. | | | | Payment. |
| Having one of these pages goes a long way to | | | | What credit cards do you accept? |
| building the credibility you need in order to close | | | | Do you accept PayPal? |
| the sale. | | | | Do you except checks? |
| Many ecommerce business owners are unsure | | | | What about purchase orders? |
| what types of questions to answer on their FAQ | | | | General product related questions. |
| page. Here are six categories of questions, along | | | | This is a good place to answer any product |
| with a sampling of questions in each category. | | | | related questions, especially those that apply to |
| These should help you think of all of the pertinent | | | | either large groups of your products or your |
| questions and also aid in the organization of the | | | | entire product line. Are all your products organic? |
| page. | | | | All of them made in the U.S.? Answer those |
| Shipping. | | | | questions here. This is also an appropriate place to |
| What courier(s) do you use? | | | | talk about warranties, product care and service. |
| How soon can they expert their purchase to | | | | Remember though, product related information |
| arrive? | | | | like this should always be included within the |
| Is there insurance available for expensive items? | | | | product information provided on individual product |
| Do you ship to other countries? | | | | pages even if it is included here. |
| What should they do if they product arrives | | | | A good point to remember when doing business |
| damaged? | | | | online, unanswered questions mean fewer or even |
| How do you handle lost shipments? | | | | no sales. Try to think of all of the questions |
| Returns/refunds. | | | | potential buyers might have and then make sure |
| Do you give cash back or just credit toward | | | | you answer them. |
| another purchase? | | | | Also, whenever you receive a question via email |
| If you take returns what is the appropriate | | | | or telephone make sure you add it to this page. |
| procedure they need to follow? | | | | Even though you may only get the question one |
| Is there a time limit for returns? | | | | time it is still a "frequently asked question" |
| If you do not take returns or give refunds of any | | | | because if one person thought to ask it chances |
| kind make sure to specify this on your site. | | | | are others have had the same question and have |
| Privacy. | | | | chosen to just leave your site rather than ask it. |