How to communicate FAQs and information to your buyers

There is no single "help center" screen where you load everything. What you want to tell your buyers (frequently asked questions, terms, how-tos, legal details) is entered in different places, depending on where you want it to appear.

Step by step

In the classic store, almost everything lives on one screen:

1. In the side menu, go to Configuration → Communication.
2. On the left there is a list of every communication surface, grouped into Store sections, Automatic emails to customers and Others.
3. Click the one you want to edit. The screen opens with "Checkout notice" selected, so if you came to change something else, pick it from the list yourself.
4. Write the content in the editor on the right. It supports bold, lists, headings, links and images.
5. Save.

In the new store (v2), this content is edited from the editor: tap EDIT STORE at the top right.

The six store sections

• Header announcement: the bar right at the top, the first thing people see on arrival. For short, operational messages: "Dispatch until 22 December", "Minimum purchase from $X". It is the first one on the list.
• Checkout notice before finalizing purchase: appears at the last step of the purchase. This is the place for the terms worth reinforcing before closing: preparation times, stock policy, possible adjustments to the total.
• How to buy: your store's frequently asked questions page. It is the most visible surface for explaining how you operate. The default text already comes with a ready-made FAQ structure to replace, with questions such as what the minimum purchase is or how to become a distributor.
• About us: your business's story. The page is activated in the store once you load content.
• Custom section: an extra page with a title and content of your choosing. Good for long how-tos, product dossiers or use cases.
• Landing Page: this is a piece of text, not a set of blocks. It is the message visitors see before signing in, and it only applies if you have a closed catalog, that is, closed registration. With registration open it does nothing.

The five automatic emails

In the Automatic emails to customers group you edit the body of each one: Welcome email, Registration pending email, Order received email, Order cancelled email and Order edited email.

Use them to reinforce whatever comes up repeatedly: in the welcome email you explain the first steps, in the order received email you spell out preparation times and payment methods.

The "Others" group

It has exactly four items, and two of them tend to go unnoticed:

• WhatsApp abandoned cart: the default message, with the link for the customer to recover their cart. This is what gets sent when you write to them from the customer list.
• Order completed screen: the message the customer sees on the confirmation screen, right after placing the order. A good place to tell them what happens next.
• Privacy Policies: text published at your store's address followed by /politicas-privacidad.
• Terms of Use: the same, at /terminos-de-uso.

Frequently asked questions in the chat

Apart from How to buy, you can load short questions and answers that appear as buttons inside the store's chat. They are configured in the side menu, under Store design → Chat, in the FAQs section. This is classic-store only; in the new store the chat is configured from the editor.

Each entry has a Question, which is the button's text and is best kept to one line, and an Answer, which is what is shown when it is tapped.

It works for short operational facts: whether you ship nationwide, whether you take cards, your opening hours. If the answer needs formatting or runs long, it belongs in How to buy.

Contact form

You customize it in the side menu, under Store design → Contact, classic store only:

• The page's Banner, Title and Subtitle.
• Additional fields: extra fields the buyer fills in on top of name, email and message. Useful for categorizing enquiries by type of business, products of interest or estimated volume.
• The contact details shown in the footer (address, phone, mobile, emails) are entered under Configuration → General.

The buyer arrives via the store's Contact link, or from the chat's Contact tab.

Campaigns based on buyer behaviour

To respond automatically to what a buyer does (left the cart, never came back, never completed a first purchase) there is Auto-seller ®, in the side menu under Marketing → Auto-seller ®. Each trigger lets you write a subject and a body, and optionally attach a coupon.

The right-of-withdrawal page

In the classic store, /arrepentimiento is only a form for the buyer to start a cancellation request. There is no editable withdrawal text in Communication: the "Others" group has the four items listed above and none of them is that.

In the new store, withdrawal is a legal widget switched on or off from the editor and conditioned by country. In Argentina it is shown alongside the consumer protection notices and the AFIP code.

What does not exist

• There is no video tutorial section built into the store. If you want to explain a process step by step, write it up in How to buy or in a Custom section: both editors accept embedded images and videos.
• There is no search inside the store's frequently asked questions. How to buy is continuous text, so it is worth structuring it with headings and lists so it can be skimmed.
• There is no bug report form for buyers. The channel is the Contact form or the chat.

If you cannot find it

• You can't find Configuration → Communication in the menu. That screen only exists in the classic store. With the new store, all of this content is edited from EDIT STORE. The same goes for Store design → Chat and Store design → Contact.
• You edited a text and the one you expected did not change. It is almost always this: the Communication screen opens with "Checkout notice" selected, so if you did not pick another item from the list, that is the one you edited.
• You filled in the Landing Page and nothing shows. It is only displayed with a closed catalog, that is, with closed registration. With registration open that text does not appear anywhere.
• About us does not show in your store. The page is only activated once you load content. If it is empty, it is not published.
• You are looking for the right-of-withdrawal policy text. It does not exist as editable text. In the classic store /arrepentimiento is only a form, and in the new store it is a legal widget switched on from the editor and dependent on the country.

Tips

• Think about information in layers. The chat solves ten-second doubts, How to buy explains the whole process, the checkout notice reinforces what is critical right before confirming, and the automatic emails accompany each step.
• Structure How to buy with one heading per question. It makes up for the lack of a search: buyers skim, they do not read.
• When you change an operational term (minimum purchase, delivery times, a new list), update every place you mention it in the same sitting: How to buy, the checkout notice, the chat and whichever emails apply.
• The header announcement is the only place everyone sees without looking for it. Save it for what they genuinely cannot miss.
• All of this is what you communicate to your buyers. If your question is about how something is done on the platform, you have the panel's AI assistant, in the tab attached to the right edge of the screen — see AI assistant.