--- title: "Best practices for creating a Subscriptions FAQ" slug: "best-practices-for-creating-a-subscriptions-faq" updated: 2025-12-10T19:54:28Z published: 2025-12-10T19:54:28Z canonical: "help.skio.com/best-practices-for-creating-a-subscriptions-faq" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.skio.com/llms.txt > Use this file to discover all available pages before exploring further. # Best practices for creating a Subscriptions FAQ > [!NOTE] > 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. > [!TIP] > 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 > [!TIP] > 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:** ```plaintext How do I sign up? ``` **Answer:** ```plaintext 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:** ```plaintext How does a subscription work? ``` **Answer:** ```plaintext 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:** ```plaintext Can I combine multiple subscriptions into one shipment? ``` **Answer:** ```plaintext 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.](/help/docs/auto-merge-billing) --- **Question:** ```plaintext How do I update my shipping address for my subscription? ``` **Answer:** ```plaintext 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:** ```plaintext How do I update my payment and billing info? ``` **Answer:** ```plaintext 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](/help/docs/configuring-customer-portal-experience-settings#enable-customer-payment-management) (CPv3), or [in this guide for CPv2](/help/docs/customer-portal-v2-settings#advanced-subscription-behavior). --- **Question:** ```plaintext How do I cancel my subscription? ``` **Answer:** ```plaintext 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](/help/docs/configuring-customer-portal-experience-settings#customize-actions-and-workflow) (CPv3), or [in this guide for CPv2](/help/docs/customer-portal-v2-settings#customize-available-actions). **Question:** ```plaintext How do I edit or change [product details] for my active subscription? ``` **Answer:** ```plaintext 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](/help/docs/configuring-customer-portal-experience-settings#customize-actions-and-workflow) (CPv3), or [in this guide for CPv2](/help/docs/customer-portal-v2-settings#customize-available-actions). --- **Question:** ```plaintext How to skip, change delivery date, or edit subscription frequency? ``` **Answer:** ```plaintext 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](/help/docs/configuring-customer-portal-experience-settings#customize-actions-and-workflow) (CPv3), or [in this guide for CPv2](/help/docs/customer-portal-v2-settings#customize-available-actions). **Question:** ```plaintext Can I put my subscription on hold? ``` **Answer:** ```plaintext 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](/help/docs/configuring-customer-portal-experience-settings#customize-actions-and-workflow) (CPv3), or [in this guide for CPv2](/help/docs/customer-portal-v2-settings#customize-available-actions). The Customer Portal is an interface that allows subscribers to manage their subscriptions, including options to pause, modify, or cancel their subscription plans.