A well-designed subscription FAQ page helps customers find answers quickly, reduces support tickets, and builds confidence in your subscription program. This guide covers best practices for creating an effective FAQ page and provides a template to get you started.
Before you start
Before building your FAQ page, review your support tickets and customer inquiries from the past 3–6 months to identify the most frequently asked questions. Talk to your customer success team about recurring issues or confusion points.
Make sure you have clear answers documented for your subscription policies, including billing cycles, cancellation terms, shipping details, and flexibility options.
What makes a good subscription FAQ page?
A strong subscription FAQ page anticipates common customer questions, provides clear answers, and guides customers to take action when needed. It should be easy to scan, mobile-friendly, and reflect common actions that can be taken from your Customer Portal.
The best FAQ pages use collapsible accordions to keep content organized, prioritize the most common questions at the top, and include direct links to account management actions where applicable.
Core questions a subscription FAQ should answer
Your FAQ should cover these essential topics:
Getting started
How do I sign up for a subscription?
How does a subscription work?
Can I combine subscriptions or include one-time products?
Managing subscriptions
How do I log in to my account?
How do I change my delivery frequency?
How do I skip or reschedule a shipment?
How do I swap products in my subscription?
Can I pause my subscription?
Billing and payment
When will I be charged?
How do I update my payment method?
What happens if my payment fails?
Can I apply a discount code to my subscription?
Shipping and delivery
How do I update my shipping address?
What shipping options are available?
How do I track my order?
Cancellations and returns
How do I cancel my subscription?
Can I cancel anytime?
What's your return policy for subscription orders?
How do I request a refund?
Subscription FAQ templates
Use this template as a starting point for your FAQ page. Customize the questions and answers to match your brand voice and specific subscription policies.
Question:
How do I sign up?Answer:
You can start a subscription from any product page by selecting "Subscribe & Save" instead of one-time purchase. Choose your delivery frequency, add to cart, and complete checkout. You'll receive an email with your account login details after your first order.Question:
How does a subscription work?Answer:
When you subscribe, we'll automatically send your selected products at your chosen frequency—weekly, monthly, or every [X] days. You'll be charged on the day your order ships. You can skip, pause, or cancel anytime from your account.Question:
Can I combine multiple subscriptions into one shipment?Answer:
Yes. If you have multiple subscriptions with frequencies that cause them to ship on the same day, they will automatically be combined to save on shipping.Learn more about auto-merge billing.
Question:
How do I update my shipping address for my subscription?Answer:
Log in to your account, select the subscription you want to update, and click Edit under Shipping information. Changes will apply to your next scheduled shipment.Question:
How do I update my payment and billing info?Answer:
Log in to your account and go to the subscription you want to update your payment method for. Under Billing, you can add a new card, update your billing address, or remove old payment methods. Changes will apply to all active subscriptions.Learn more about enabling payment method management in the Customer Portal here (CPv3), or in this guide for CPv2.
Question:
How do I cancel my subscription?Answer:
You can cancel anytime from your account. Log in, go to Manage Subscriptions, select the subscription you want to cancel, and click Cancel. You won't be charged again, but you'll keep access to any products you've already received.Learn more about enabling cancellations in the Customer Portal here (CPv3), or in this guide for CPv2.
Question:
How do I edit or change [product details] for my active subscription?Answer:
Log in to your account, go to Manage Subscriptions, and click View details next to the subscription you want to change. You can swap products, update quantities, or change your delivery frequency.Learn more about enabling product editing in the Customer Portal here (CPv3), or in this guide for CPv2.
Question:
How to skip, change delivery date, or edit subscription frequency?Answer:
Log in to your account and go to the subscription you want to update. Click on More and then Skip to skip your next delivery, or click Edit Frequency to change how often you receive orders. You can also select a new delivery date for your next shipment.Learn more about enabling frequency or shipping edits in the Customer Portal here (CPv3), or in this guide for CPv2.
Question:
Can I put my subscription on hold?Answer:
Yes. Log in to your account, go to your subscription. In the top right corner, click More and then select Pause. You can resume anytime by clicking Reactivate.Learn more about enabling pausing in the Customer Portal here (CPv3), or in this guide for CPv2.