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FAQ Section ​

What This Section Does ​

The FAQ Section creates a complete frequently asked questions experience with interactive accordion-style Q&A alongside supporting content like contact information, search tips, or additional resources. The accordion format keeps your FAQ organized and scannable while saving vertical space.

Perfect for: FAQ pages, customer support sections, policy information, troubleshooting guides, product help centers

How to Add It ​

Step 1: Add the Section

  1. In your Shopify admin, go to Online Store → Themes
  2. Click Customize next to your live theme
  3. Click Add section in the main content area
  4. Choose FAQ from the list

Step 2: Configure Your Layout

  1. The section comes pre-configured with sample FAQ items and support content
  2. Customize the accordion questions and answers using the Accordion Block settings
  3. Add or modify the supporting content in the second column
  4. Adjust the column balance and overall presentation

Key Settings to Configure ​

Section Header ​

Heading: Main title for your FAQ section

  • When to use: Clear, descriptive titles like "Frequently Asked Questions" or "Help Center"
  • Pro tip: Consider specific titles like "Shipping & Returns FAQ" for focused sections

Subheading: Additional context or instructions

  • Best practice: Help users understand how to use the FAQ ("Find answers to common questions below")

Layout Configuration ​

Column Widths: Control the balance between FAQ accordion and supporting content

  • 1:1 (50/50): Equal emphasis on FAQs and additional information
  • 1:2 (33/67): Compact FAQ list with detailed supporting content
  • 2:1 (67/33): Prominent FAQ accordion with minimal supporting content

Reverse Layout: Swap the position of accordion and content

  • When to use: When support content (like contact info) should be seen first

Text Alignment: Control how the section header appears

  • Center: Professional, balanced look for formal FAQ sections
  • Left: Traditional layout, good for content-heavy pages
  • Right: Unique positioning for design-focused layouts

Accordion Integration ​

This section works seamlessly with the Accordion Block, which provides:

FAQ-Optimized Settings ​

  • Exclusive Mode: Perfect for FAQs - only one question open at a time keeps focus
  • Clear Question Titles: Scannable question format in accordion row headers
  • Rich Answer Content: Support for text, images, links, and other blocks in answers
  • Progressive Disclosure: Users see all questions but only expanded answers

Best Practices for FAQ Accordions ​

Question Format:

  • Start with question words (What, How, When, Where, Why)
  • Keep questions concise but specific
  • Use natural language customers would use

Answer Structure:

  • Lead with the direct answer
  • Add supporting details or context
  • Include relevant links or contact information
  • Use bullet points for complex answers

Organization:

  • Group related questions together
  • Order by frequency (most common first)
  • Limit to 5-10 questions per section for optimal usability

Content Block Options ​

The supporting content area can include:

Contact Information:

  • Customer service hours and contact methods
  • Live chat availability
  • Email and phone support details

Additional Resources:

  • Links to detailed help articles
  • Video tutorials or guides
  • Download links for user manuals

Search and Navigation:

  • Tips for finding more specific help
  • Links to other FAQ sections
  • Search functionality guidance

Pro Tips for Success ​

FAQ Content Strategy

  • Answer completely: Don't force users to contact support for basic follow-up questions
  • Use customer language: Mirror the words and phrases your customers actually use
  • Keep current: Regularly review and update answers based on new questions
  • Cross-reference: Link related questions and helpful resources
  • Test thoroughly: Ensure all links work and information is accurate

Common Mistakes

  • Vague questions: "How does shipping work?" is better than "Shipping info"
  • Incomplete answers: Don't leave customers with follow-up questions
  • Poor organization: Group related topics and order by importance
  • Outdated information: Regular reviews prevent embarrassing or incorrect answers
  • Too many sections: Consider one comprehensive FAQ instead of multiple small ones

Content Organization Strategies ​

By Topic Categories ​

  • Orders & Payment
  • Shipping & Delivery
  • Returns & Exchanges
  • Product Information
  • Account & Technical Support

By Customer Journey ​

  • Before You Buy (sizing, compatibility, policies)
  • Ordering Process (payment, account creation, modifications)
  • After Your Order (tracking, delivery, returns)

By Frequency ​

  • Most Common Questions (top 5-7 issues)
  • Product-Specific Questions
  • Technical Support