Product Questions
Product Questions — View and respond to customer product questions
Plain-English guide for claimed shop owners and managers.
What this section does
This area lets you see questions customers asked about your products and reply to them. It helps you answer pre-purchase doubts, provide product details, and resolve objections — all from your shop dashboard.
Key features:
List of customer questions for your products.
Quick view of new questions (last 24 hours).
Filters (by product, replied/unreplied) and sorting.
Read full question details and see the related product and asker (if available).
Post a seller reply (up to 1,000 characters).
If the customer provided an email, your reply is emailed to them with a PDF of the Q&A.
Only active claimed owners/managers can post replies.
Where to find it
Dashboard → Operations → Product Questions (or “Questions & Answers”).
How to use it — step by step
1. Open the Product Questions page
You’ll see recent questions, with product name, question text, who asked (if available) and when.
2. Find questions fast
Filter by product to focus on a specific SKU.
Filter by status to show only unreplied or replied questions.
Sort by newest, oldest, or other criteria.
Change how many items show per page.
3. See new questions
New questions (last 24 hours) are grouped so you can reply quickly and avoid losing sales.
4. Open a question to view details
Click a question to see the full text, related product, asker info (if present) and any previous replies.
5. Write and submit a reply
Type your reply (max 1,000 characters).
Keep answers concise and helpful.
Submit — the reply is saved and the question is marked as replied.
6. Email notification
If the asker provided an email, the platform will try to email them your reply (as a PDF attachment). If there’s no email, the reply is still saved but won’t be emailed.
Who can reply
Only users with an active claimed listing and valid plan for the shop can reply. If you don’t see the reply option, check your account’s shop claim or contact the shop owner.
Suggested reply templates
Quick factual answer
Hi [Name], thanks for asking — [Product] comes with [feature/detail]. If you need more details (size, variants, warranty), I’m happy to help.
Price/stock question
Hi [Name], price is [price] (tax/shipping may apply). We currently have [stock count or “in stock”]. Want me to reserve one for you?
Shipping / delivery question
Hi [Name], we ship via [courier/service]. Delivery to [location] usually takes [timeframe]. If you need faster delivery, reply and I’ll check options.
Technical / compatibility question
Hi [Name], yes — [Product] is compatible with [device/standard]. If you share your setup, I can confirm exact fit or suggest alternatives.
Refund/warranty question
Hi [Name], this product includes [warranty period] with [what is covered]. For returns, please keep the receipt and contact [email/phone] and we’ll guide you through the process.
If details are missing / request more info
Hi [Name], can you share [order number / size / color / usage context] so I can give an accurate answer?
Handling rude/abusive questions
Hi, we want to help but we cannot respond to abusive language. If you'd like help, please restate your question calmly or contact us at [support contact].
Best practices & etiquette
Reply fast: quick replies help convert browsing into sales.
Be helpful and specific: include measurements, model numbers, or exact shipping windows if relevant.
Keep private details private: don’t request or post sensitive personal information in public replies.
Offer a clear next step: invite the customer to reply with more info, reserve the item, or contact support.
Be polite and professional — even with difficult askers.
Record follow-up actions: if you promise to reserve, refund or call, note it in your internal tracking.
What the system does in the background
Saves your reply on the question record.
Marks
replied_atwhen you add a reply.Generates a small PDF of the question + your reply and attempts to email it to the asker (if they supplied an email).
Logs success/failure of email sends so admins can troubleshoot.
Limitations & troubleshooting
No asker email → no email sent: the reply is saved, but the customer won’t get an email. Try to contact them through order records if you can match the question to an order.
Email/PDF failures: if sending fails, the UI will show a message. Check your shop’s email settings or contact support.
Missing product: sometimes the product the question refers to may be deleted — reply with general info and check your catalog.
Permission errors: if you can’t reply, confirm you have an active shop claim and plan.
Character limit: replies must be ≤ 1,000 characters — if you need a long explanation, ask the customer to continue by email or phone.
When to escalate
Repeated or serious product problems → open an internal quality check with supplier.
Safety or legal concerns → escalate to management/legal immediately.
Suspicious or fraudulent activity → flag for review and avoid public escalation.
Short UI help text you can use
See customer questions about your products. Filter by product or status, open a question to reply, and the custoLast updated