Questions and Answers
Answer Shoppers' Questions Where Everyone Can See
The same questions come up again and again: will it fit, is it washable, how long does it last. Answer them once on the product page, for everyone.
- In every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
On the Product Page
The Questions & Answers section shows published questions with your answers, in two columns on wide screens, under a line such as "8 questions answered by the store". Each card has its question, your answer and "Answered by" with your store's name. On phones the answers fold under their questions, with Show answer to open one. SEE ALL 8 QUESTIONS and SHOW MORE QUESTIONS bring the rest; a product with none says "No questions yet. Ask the first one: the store answers here."
The first questions come with the product page itself, so the section is part of the fast, cached page; more are read only when a shopper asks for them.
Asking
ASK A QUESTION opens a short sheet: the question ("Ask about size, material, delivery or anything else") and the shopper's name. Only their first name and initial show with the question, and links are taken out. The shopper is told what happens next: either the question is with the store and the answer will appear on the page, or it is on the page already and your answer will follow.
In Your Admin
Questions (beside Reviews in Marketing) lists every question with its product, who asked (a name, or "Signed-in shopper"), its status and when it was asked, with a count of those waiting. Views: Waiting, Unanswered, Published, Rejected and All, with a search. For each question you can:
- Answer it in a dialog ("Answer from" your store), then SAVE AND PUBLISH, or SAVE ANSWER to keep it unpublished;
- PUBLISH or UNPUBLISH it;
- REJECT it, so it never shows;
- DELETE it for good.
Choose several questions at once to publish or reject them together. You never change a shopper's question: you answer it, show it or not. If two people work on the same question, the second is told and shown the latest.
Wait for You, or Show at Once
- Wait for you (to start with): a question shows only once you publish it, usually with its answer.
- Show at once: it shows straight away, marked "waiting for an answer", and you can hide it.
The section is part of your product page template, so you can move it or remove it in the page editor.
For your store
Why It Matters
A question answered on the page is a sale that does not wait for a reply on WhatsApp or a call to your team. Over time, your answers become a product FAQ written by your shoppers' real doubts, and fewer people need to ask at all.
Questions also tell you what your product page is missing. When the same question keeps coming, add the answer to the description, the specifications or the size guide, and fewer shoppers will need to ask. Because you publish each question yourself (with the default setting), nothing unhelpful or rude ever appears on your page.
For shoppers in smaller towns buying from a brand they do not know yet, seeing that other people asked and that the store answered clearly is a quiet sign that someone real is behind the shop. "Answered by" with your store's name, never a typed name, keeps that sign honest.
Step by step
How It Works
Keep Questions On
In Settings → Reviews and Questions → Questions and Answers, Questions and answers is on to start with. Choose how New questions appear: Wait for you, or Show at once.
Place the Section
In the page editor, the Questions & Answers section sits in your product page template. Move it nearer the top for products that raise many questions, or remove it from a template where it does not belong.
Shoppers Ask
ASK A QUESTION on the product page opens the sheet. A question needs at least 5 characters and a name. One address may ask 3 questions in 10 minutes and 10 a day, and the same question twice on one product is refused.
Answer in the Admin
In Marketing → Reviews → Questions, open the Waiting view. Press Answer, write the answer shoppers will see under the question, and SAVE AND PUBLISH. The product page shows it at once, even though the page is cached.
Tidy Up Over Time
UNPUBLISH answers that are out of date, REJECT questions that are not about the product, and DELETE anything that should not be kept. Choose several at once to publish or reject them together.
Give Your Team the Right Access
Questions use the same rights as reviews: seeing them needs the right to see reviews; answering and publishing needs the right to moderate them. A person without it can read the questions and sees no buttons.
Your shoppers
What Your Shoppers See
A list of real questions with your answers on the product page, folded neatly on a phone, and a simple way to ask their own with just a name. They are told whether their question waits for you or shows at once, and the answer appears on the same page, signed with your store's name.
Settings
Settings You Control
All are under Settings → Reviews and Questions → Questions and Answers.
Mercayo
Mercayo's Controls
Mercayo's team can switch questions off for a store or fix how they appear, with a reason your admin shows; every change is in Mercayo's audit log, and the effective value is Mercayo's override, then your setting, then the default. Questions are kept apart per store by the database itself. The limits on asking are counted from a scrambled form of the asker's internet address, so the address itself is never stored with the question.
Limits today
Good to Know Before You Start
- Shoppers are not notified by message when you answer; they see the answer on the product page.
- Other shoppers cannot answer; answers come from your team.
- You cannot edit a shopper's question, only answer, publish, reject or delete it.
- One answer per question.
Questions
About Questions and Answers
Will a rude question show on my store?
Not with "Wait for you": nothing shows until you publish it. With "Show at once", you can unpublish or reject it from the Questions screen, and the product page changes at once. Links are always taken out of questions before anyone sees them.
Can I move the questions section?
Yes, in the page editor, as part of your product page template. You can also remove it from one template and keep it on another, for example on products that need more explaining.
Who can answer?
Your team, from the Questions screen, with the right to moderate reviews. The answer is shown as answered by your store, never by a person's name, so it reads the same whoever on your team wrote it.
Are there demo questions on the demo store?
Yes, Kosha has sample questions and answers, marked as demo data, so you can see the section and the admin screen working. Sample data can be cleared in one step.
What name shows with a question?
The asker's first name and the initial of their last name, as they typed it. A signed-in shopper's question is marked as such for you in the admin, but shoppers see only the name.
Should I use questions or a FAQ section?
Both have their place. A FAQ section on a content page answers questions about your store as a whole (delivery, returns, payments). Questions on a product page answer what shoppers ask about that one product, in their own words.
Related
Related Features
- Product ReviewsShoppers write reviews with photos, every review waits for your approval, verified buyers are proven by real orders, and you can reply in public.
- Product PagesPhotos that zoom, options that never guess, delivery dates by PIN code, a buy bar that follows and rows of related products, on every product.
- Product TemplatesMake alternative templates for product, collection and category pages, then choose which products or lists use them; the rest keep the default.
- Content Pages and BlogWrite your About page, FAQ, contact page, guides and blog posts in the admin, from ready sections that match your store's look.
- Sample DataLoad a small set of sample products for your kind of store to see how pages look, and remove exactly those rows with DELETE SAMPLE DATA before launch.
More in Marketing and Reviews: Product Reviews · Abandoned Bag Reminders · Subscribers, Popups and Floating Buttons · Cross-Sell Rows · Back in Stock and Pre-Orders · Product Feeds · Push Notifications and Recent Purchases
Try It on Your Own Store
Every feature is in every plan, free for 14 days.