20 questions your store must answer: customer support checklist

How to use it

1Open your store on a phone, as a customer would. Not logged in.
2For each question, find the answer without writing to anyone. Tick it if you find it in under a minute.
3Every line you cannot tick is a message someone will write to you.

Store:

Date:

Answered on the site: 0 of 20

After buying

12 Where is my order? I bought without an account. Where customers look: Order confirmation email, order status page
13 Can I change the address or cancel the order? Where customers look: FAQ, order confirmation
14 How many days do I have to return it? Where customers look: Returns page, terms
15 How do I send it back, and who pays for the return? Where customers look: Returns page
16 When will I get my money back? Where customers look: Returns page, FAQ
17 Can I exchange it for another size? Where customers look: Returns page, product page
18 The product is faulty. How do I file a complaint, and what is the warranty? Where customers look: Complaints page, terms

Getting in touch

19 How do I reach a person, and when do you answer? Where customers look: Contact page, footer
20 What happens if I write at 21:00 on a Sunday? Where customers look: Chat, contact form, auto-reply

Every question you could not tick still gets asked. It arrives as an email, a chat or a phone call, and 56% of customer conversations start outside office hours.

Or send us the URL and we check it

A person runs the same 20 questions on your store, plus what a list cannot do: a test email to your support address, your chatbot, your pages read against each other. Free, report by email.

20 questions your store must answer

How to use it

Before buying

After buying

Getting in touch

Or send us the URL and we check it