FAQ

A Frequently Asked Questions page saves you from answering the same emails again and again: how to post, how to pay, how to contact a seller, how to delete an account. Members find the answer themselves, any time of day.

Your FAQ lives at /faq. It lists every published question in the order you choose; in the Nova theme each question opens to show its answer, and a Still stuck? box at the end sends members to your contact page. Each question also has its own page, /faq/question-address.html, that you can link to from emails or other pages, and /faq?search=word finds the questions that mention a word.

Switch the FAQ on

1. In the admin panel, go to Addons.
2. Open Faq and click Enable.

FAQ now appears in the sidebar under Content, and your site gets an FAQ link. When the FAQ is on, the contact page also shows a Read the FAQ first box above the contact form, which cuts down on messages.

Add a question

1. Go to FAQ in the sidebar.
2. Click + New question.
3. Type the question at the top, then write the answer in the editor below it.
4. Under Publish, switch on Published.
5. Click Create question.

To edit an answer, click the question in the list, change it and click Save changes. To remove it, open it and click Delete question; to hide it for a while, switch Published off instead.

Question settings

Setting	What it does
Title	The question, written the way a member would ask it.
Content	The answer. You can use links, lists, images and videos.
Published	Drafts are not shown on your site.
Language	Which language the question is written in.
Address	The end of the question’s own address, /faq/your-address.html. Made from the question if you leave it empty.
Meta title and Meta description	Appear after the first save, under Search engines: what Google shows for the question’s page.

Put the questions in order

In the FAQ list, drag the questions up and down. The new order is saved as soon as you drop a question, and the FAQ page shows them in that order (in Nova, the first question is shown open). Put the questions people ask most at the top.

FAQ in more than one language

Each question belongs to one language, and the FAQ list shows one language at a time (switch it with the language menu at the top). When you open a language that has no questions yet, click Copy from en_UK to copy all the British English questions across, then translate them.

On a multilingual site, visitors see only the questions in the language they are browsing in. On a site with a single language, keep all questions in that language, or visitors will see questions from every language mixed together.

What makes a good FAQ

• Start from your inbox: every question you have answered twice belongs in the FAQ.
• One question per entry, with a short answer first and detail after.
• Link to the page where the member can act, such as the post-a-listing page or their profile.
• Cover the money questions: what is free, what costs money, how refunds work.
• Review it after every change to your prices, rules or settings.

Comments under the FAQ

You can let members discuss the answers with Disqus comments under the FAQ. See Comments on listings and posts.

Related guides

• Contact page — what members see when the FAQ doesn’t answer their question.
• Pages — longer, fixed pages such as your terms.
• Blog — news and articles.