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Product Q&A

Menu Location: Products > Q&A

Last Updated: 2026-10-12

Overview

Product Q&A is where customer questions about a product wait for an answer. A customer asks a question from the product page; it lands here. You write the store's answer and post it, which publishes it on the product page and emails the customer, or you dismiss the question.

Primary Functions:

  • See every customer question still waiting for an answer
  • Write and publish the store's answer
  • Dismiss a question you do not want to answer
  • Turn the whole Q&A feature on or off

Page Layout

The Product Q&A On/Off toggle sits at the top right. Turning it off stops the ask form and answered questions from showing to customers.

Above the queue it tells you how many questions are waiting. Each question is a card showing:

  • The product it is about
  • Who asked it (linked to their customer record) and when
  • The full question

Under each question is an answer box:

  • Post answer - publishes the answer on the product page (under the question) and emails the customer that their question was answered
  • Dismiss - asks you to confirm, then closes the question without an answer

When there is nothing waiting, the page shows "All caught up :)" instead.

Common Use Cases

Use Case 1: Answer a customer question

Goal: Publish an answer to a question about a product

Steps:

  1. Open Product Q&A
  2. Read the question and confirm which product it is about
  3. Type the store's answer in the box
  4. Click Post answer

The customer is emailed automatically, and the question and answer now show on the product page.

Use Case 2: Dismiss a question

Goal: Close a question you do not want to answer (duplicate, spam, or off-topic)

Steps:

  1. Find the question
  2. Click Dismiss and confirm

Troubleshooting

The ask form isn't showing to customers

Check the Product Q&A On/Off toggle at the top right of this page. When it is off, neither the ask form nor the answered questions appear to customers.

A customer says they didn't get an answer email

The "Question Answered" email is sent when you post the answer. Its wording is editable from the email template settings.

  • Product Reviews - customer star reviews of products and boxes
  • Review Approval - the moderation queue for those reviews

Recent Updates

2026-10-12

  • New page, added with the Product Q&A feature: answer (or dismiss) customer product questions, which publishes the answer on the product page and emails the asker.