That's a fantastic idea! A comprehensive Frequently Asked Questions (FAQ) page is essential for any store, especially one leveraging smart communication tools like Zenvia to streamline service.
Since your store is powered by Zenvia, I'll structure the FAQs to cover standard e-commerce questions while also highlighting the seamless, modern support experience you offer.
Here is a ready-to-use FAQ page template for your Zenvia Store:
❓ Frequently Asked Questions (FAQ)
Welcome to our FAQ section! We've streamlined our customer service using Zenvia to ensure you get quick, clear answers. If you can't find what you need here, simply click the chat icon to connect with one of our "Humanz" (Zenvia experts) instantly!
🛍️ Ordering & Product Questions
Q: How can I place an order?
A: Orders can be placed directly through our website. For a super-fast ordering experience, you can also use our WhatsApp Chatbot (powered by Zenvia) to guide you through product selection and payment links without ever leaving the chat.
Q: Where can I find sizing information?
A: Detailed sizing charts are available on every product page, usually right next to the size selection dropdown. If you have specific questions, our live chat agents can provide personalized fit recommendations in real-time.
Q: Do you offer gift wrapping or personalized messages?
A: Yes! You can add gift wrapping and a personalized message during the checkout process. Our Zenvia system ensures this request is seamlessly routed to our fulfillment team for a special touch.
🚚 Shipping & Tracking
Q: How can I track my order?
A: Once your order ships, you will receive an email with your tracking number and a direct link. If you enabled WhatsApp notifications at checkout, you will also receive real-time updates directly to your phone.
Q: What are your shipping options and delivery times?
A: We offer Standard and Express shipping.
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Standard Shipping: [X] - [Y] business days.
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Express Shipping: [A] - [B] business days. Note: Delivery estimates are calculated at checkout based on your location and selected method.
Q: What if my package is delayed or lost?
A: Please check your tracking link first. If the tracking hasn't updated in [e.g., 5 business days], please contact our support team immediately via live chat or WhatsApp. We will open an investigation with the carrier and work to resolve the issue promptly.
🔄 Returns & Refunds
Q: What is your return policy?
A: We accept returns for unworn and unused items within 30 days of delivery. Items must be returned in their original packaging with tags attached.
Q: How do I initiate a return or exchange?
A: You can initiate a return directly through our online Returns Portal [Link to your Returns Portal]. Alternatively, you can simply text "RETURN" to our dedicated Zenvia WhatsApp number, and our automated flow will guide you through the process, providing a shipping label right in the chat.
Q: When will I receive my refund?
A: Once your return is received and inspected (usually within 3-5 business days), your refund will be processed immediately. You will receive a confirmation email, and the funds will be credited back to your original payment method within 5-10 business days.
💬 Contact & Support
Q: What are your customer service hours?
A: Our automated assistance (Chatbot/WhatsApp) is available 24/7. Our live human support staff is available:
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Monday - Friday: [Time] to [Time] [Timezone]
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Weekends: [Time] to [Time] [Timezone]
Q: How can I speak to a real person (a "Humanz")?
A: We make it easy!
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Click the Chat Icon on the bottom right of this page.
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Start a conversation on WhatsApp by texting "AGENT" to [+1-XXX-XXX-XXXX]. Our Zenvia system intelligently routes your conversation to the next available specialist, ensuring a quick human connection.
Q: Can I change my contact preferences?
A: Yes. If you currently receive SMS or WhatsApp messages but would prefer email (or vice-versa), simply reply "STOP" to the last message received, or mention your preference to a live agent.