Shopify FAQ
Frequently asked questions about customer service strategies for Shopify merchants. Learn how to identify conversion issues, improve customer satisfaction, and optimize your store.
Which questions identify product page issues affecting conversions?
Use these questions on exit-intent popups, post-purchase surveys, and browse-abandon flows (viewed product but did not add to cart). They are designed to pinpoint where your Shopify product page is losing buyers:
1) "What nearly stopped you from adding this product to your cart today?" (Multiple choice: price, unclear benefits, unclear sizing/fit, missing photos, slow page, concerns about quality, other.)
2) "How clear was the product's main benefit to you?" (0–10 scale; optional follow-up: "What was unclear about it?")
3) "Did the photos and videos give you enough confidence in how the product looks and works?" (Yes/No + "What was missing?")
4) "Which information did you look for but could not find on the product page?" (Options: sizing/fit, ingredients/materials, technical specs, care instructions, warranty, reviews, shipping/returns, other.)
5) "How confident were you in choosing the right size/variant?" (Scale + open text: "What would have made it easier?")
6) "What was the main reason you did not complete your purchase today?" (For cart abandoners: shipping cost, total price too high, payment options, delivery time, trust/safety, coupon issues, browsing.)
What to look for: high rates of "unclear benefits," "missing sizing/fit info," "missing reviews," and "lack of confidence from photos/video" typically indicate product-page-related conversion leaks on Shopify.
What customer service questions predict repeat purchases?
Ask these right after a support interaction (helpdesk CSAT), and also in order-delivered flows via your Shopify email/SMS provider. Track scores against first-time vs returning customer segments in Shopify analytics to see which answers correlate with repeat purchase behavior:
1) "How easy was it to get your issue resolved today?" (Customer Effort Score: 1–7 from "Very difficult" to "Very easy.")
2) "Did the person you spoke with fully resolve your question or problem?" (Yes / Partly / No + "What's still unresolved?")
3) "How confident do you feel using our product after this interaction?" (1–5 scale.)
4) "How well did our team understand your situation?" (1–5 scale + optional comment.)
5) "How likely are you to shop with us again in the next 3 months?" (0–10 scale; tie responses to tickets or orders.)
6) "Which of these best describes how you feel now?" (Very reassured, somewhat reassured, neutral, still concerned, frustrated.)
How to use it: segment customers by repeat status and compare CES/CSAT results. You are looking for patterns like high effort, partial resolution, or low confidence after support, which often precede churn and lower repeat purchase rates.
Top questions to assess shipping and fulfillment satisfaction?
Trigger these in "out for delivery" and "delivered" flows. Use the answers to improve shipping rates, carrier selection, packaging, and fulfillment SLAs in your Shopify operation:
1) "How satisfied are you with the time it took for your order to arrive?" (1–5 scale.)
2) "Did your order arrive when you expected it to based on what we showed at checkout?" (Earlier than expected / As expected / Later than expected.)
3) "How satisfied are you with the condition of the package when it arrived?" (Very satisfied to Very dissatisfied + "Tell us what was wrong.")
4) "Which part of shipping was most frustrating, if any?" (Cost, lack of tracking, tracking not updating, delay, carrier experience, none.)
5) "How clear was our shipping information before you placed your order?" (Very clear to Very unclear.)
6) "If you could change one thing about our shipping or delivery, what would it be?" (Open text.)
How to use it: combine responses with Shopify fulfillment/shipping reporting and operational data (late shipments, damaged items, problem SKUs). This helps you isolate whether issues come from a specific carrier, warehouse, packaging method, or checkout messaging.
Which survey questions measure staff product knowledge?
Use these for support teams and in-store staff (Shopify POS). They test whether staff can recommend the right products, explain benefits clearly, and apply policies consistently:
1) "On a scale of 1–10, how confident do you feel recommending the right product for common customer needs?"
2) "When a customer asks about [key product]'s main benefit, how would you explain it in one or two sentences?" (Open response you can score.)
3) "How confident are you in explaining our warranty, care, and return conditions for [category] products?" (1–5 scale.)
4) Scenario: "A customer says [X problem]. Which product and size would you recommend and why?"
5) "Where do you usually find detailed product information when you need it quickly?" (Shopify product page, internal knowledge base, supplier docs, ask a colleague, not sure.)
6) "How often do you review new product or promotion updates before your shift?" (Always, often, sometimes, rarely, never.)
How to use it: score open responses and scenario answers, then target training where confidence is low or explanations are inconsistent. Tie the results back to the top drivers of returns, bad fit, and repeat questions in support.
How to phrase return policy questions to reduce disputes?
Use these in post-return surveys, delivered flows, and periodic customer satisfaction surveys. The goal is to expose clarity gaps and perceived unfairness that often lead to disputes and chargebacks:
1) "How clear was our return policy before you placed your order?" (Very clear to Very unclear.)
2) "Where did you first read or hear about our return policy?" (Product page, checkout, FAQ, confirmation email, social media, did not see it.)
3) "How fair do you feel our return window and conditions are?" (Very fair, fair, neutral, unfair, very unfair + optional comment.)
4) "Did anything in the return process surprise you (fees, conditions, time limits, steps)?" (Yes/No + "What surprised you?")
5) "How easy was it to start and complete your return?" (Very easy to Very difficult.)
6) "If you decided not to return something, what stopped you?" (Return shipping cost, hassle, unclear steps, time limit, other.)
7) "After going through our return process, how likely are you to buy from us again?" (0–10 scale.)
How to use it on Shopify: if customers report they did not see the policy or were surprised by fees/steps, move key policy points higher on product pages, cart/checkout, and post-purchase emails. Reduce steps and ambiguity in your returns flow to prevent disputes.
Which product page elements most impact conversion rates?
On Shopify, the biggest conversion movement usually comes from a small set of levers:
1) Above-the-fold offer: clear product title, benefit-led subtitle, price, primary CTA ("Add to cart" or "Buy now"), and at least one trust signal (review stars, badges) visible without scrolling.
2) High-quality visuals: multiple images showing the product in use, detail shots/zoom, mobile-optimized aspect ratios, plus short video/GIF where it helps demonstrate fit, texture, or function.
3) Benefit-led copy near the CTA: scannable bullets focused on outcomes and differentiation; keep deeper specs/size/care details lower on the page or in expandable sections.
4) Social proof: visible average rating and review count near the top, plus full review section with filters and UGC photos further down.
5) Risk reducers: clear shipping costs and delivery ETA messaging, returns policy, guarantees, secure payment signals, and easy access to support.
6) Merchandising and AOV drivers: bundles, volume pricing, complementary items, and "frequently bought together" blocks placed near the cart action.
7) UX and performance: fast load time, mobile-first layout, sticky CTAs, and minimal distractions on the purchase path.
If you want a fast win: improve above-the-fold clarity and trust, then address the top objections (shipping, returns, sizing, quality) where buyers hesitate.
How to design a post purchase survey for repeat buyers?
For Shopify, implement repeat-buyer surveys on the order status page (thank-you page), via post-purchase checkout extensions, and with a backup email sent after delivery. The goal is to learn why they returned, what nearly stopped them, and what would increase purchase frequency and order value.
Design principles:
1) Targeting: show the survey only to customers with at least 2 lifetime orders (use Shopify tags/segments).
2) Timing: show immediately post-purchase, then resend to non-responders 3–7 days after delivery. Keep completion under 1–2 minutes.
3) Length: 3–7 questions, mostly multiple choice plus one optional open-text for nuance.
4) Incentives: loyalty points, a next-order discount, or entry into a draw to increase response rates.
5) Mobile-first: large tap targets and minimal typing.
What to ask (funnel structure):
- Why they came back: "What brought you back today?" (Email, SMS, social, search, direct, word of mouth, other.)
- Why they reordered: "Which best describes why you chose to reorder from us?" (Quality, consistency, price, shipping speed, customer service, brand values, convenience, other.)
- What nearly stopped them: "Did anything almost stop you from ordering again today?" (Shipping cost, delivery time, navigation, payment options, out-of-stock, other.)
- One improvement: "What is one thing we could improve for your next order?" (Optional open text.)
- Loyalty: "How likely are you to recommend us to a friend?" (0–10.)
- Expansion: "Which types of products would you like us to add next?" (Catalog-based options.)
Operationalizing in Shopify: attach responses to customer profiles, then segment campaigns and onsite messaging by the primary reason for reordering and top objections.
Need help with customer service?
SwiftHQ helps Shopify merchants deliver exceptional customer service at scale.
Learn about SwiftService