Choose category or product-specific FAQ linking

There are two ways to link an FAQ to a product. An FAQ category linked to a category brings its questions to the product through the product category selected by the store. A product-specific FAQ link links a single question directly to the product. The set displayed in connection with the product is a combination of these two linking methods, and the same question is removed from the combination as a duplicate.

Use the FAQ category for common topics, such as shipping, returns, payment, LED strip lights, or LED transformers. Only use a product-specific link for a question that applies to one named product. This keeps common content in one place and avoids having to duplicate the same question-answer pair into multiple FAQs.

Category-based visibility is not inherited from the parent to all children in the category hierarchy. Additionally, a product can belong to multiple product categories, but the store chooses one category as the basis for FAQ categories based on the order and ID. Therefore, always check the final result on the product's public page; do not infer visibility from the category tree position or breadcrumb trail alone.

Create FAQ categories and questions

Open the FAQ categories in the support content area. Create a topic area for each truly new theme and fill in the name, URL part, description, and SEO information in all supported data languages. Also specify visibility, Google indexing, order, and the required image or legacy icon. Example categories include Shipping , Returns , Payment , LED Strip Lights , and LED Transformers .

Then open FAQs and create or edit a question-answer pair. Fill in the question, answer, short answer, URL, and metadata in each data language. Select one or more FAQ categories for the question, as well as visibility and indexing settings. The question you assign to a category will only appear with the product if both the question and the required content are available in the storefront.

Keep the question in one canonical FAQ category or a justified category combination. Avoid the general Other category if the question can be targeted precisely, and check that the answer does not contain expiring prices, delivery times, or product-specific claims without an owner.

Associate FAQ categories with product categories

To link a product category to the FAQ, open Categories , select the category you want to edit, and go to the Relationships tab. Under FAQ Categories , select the topic areas whose questions are related to the products in the category. The selection is saved automatically; confirm the save success message before leaving the page.

Make a separate selection for each product category that should serve as the product's FAQ source. The parent selection is not copied to child categories. The product's storefront category is selected based on the lowest ordinal value and then the lowest category ID among the categories associated with the product in the current product information search. If the product has multiple categories, check their order before creating a broad FAQ link.

A list of FAQ category IDs is stored in the category. The store retrieves the questions belonging to these FAQ categories and links them to the product's direct question links. This means that the question text is not copied to the product category, but the link follows the current set of questions in the FAQ category.

Attach a single question directly to the product

To attach a single question directly to a product, open the product, go to the Tabs tab, and find the FAQ Links section. Under FAQs, select the existing questions that will be displayed specifically for this product. Saving the list will replace any previous direct FAQ links for the product, so be sure to review any previously selected questions before accepting the change.

The same direct link can also be managed in the FAQ question details in the Associated Product IDs field, but the field uses comma-separated legacy product ID values. Prefer the product FAQ links selector in individual product editing, as it selects questions by name and the backend checks that they exist.

A product-specific question will be associated with a product regardless of the FAQ category selection for the product category. If the same question also comes through a category, storefront will only link it once. The change will not automatically make the question visible if the question's own visibility, language content, or storefront's FAQ cache prevents it.

Make a category-specific mass update using CSV

Bulk category updates are done using CSV export and import of categories when there are a lot of FAQ links to change. First, create a few approved example links in the user interface, export the categories, and keep the original file as a restore point. The current export includes the columns categories_code , parent_code , faq_categories , and faq_questions .

Only edit the faq_categories column for the categories whose FAQ category ID list you want to replace. Use categories_code value as a stable identifier for the category and parent_code value to check the hierarchy. Do not base the ordering on parent_id column, as the current import agreement uses parent_code field. Also, do not fill in or change the faq_questions column: it is exported for reporting purposes, but the categories import will discard the value given to it.

Preview the import and check the classification and faq_categories IDs of each row before executing. Import only a trimmed, checked file. The CSV link can also be saved to a category that is not currently the storefront category for any product, but the link will only take effect if the product later uses that category as its source.

Check the questions on the product's public page

The final result of the FAQ linking is checked by opening the public product page for each representative product in all available languages. Make sure that the correct FAQ categories and questions are displayed, direct product links complement the category set, there are no duplicates, and the answers to the questions and links are correct.

If the question is missing, check the question's visibility and language content, the question's FAQ categories, the product category Relationships → FAQ categories , the product's actual storefront category, and the product's FAQ links , in this order. Also, make sure that the save was successful. Clear the Redis cache using the Clear Redis cache function in maintenance only as a last resort, as clearing affects page lists, search, product information, and other cached data and may temporarily slow down the store.

After the CSV change, check at least one product from each changed category and one product whose content was not allowed to change. If the question set does not match the selections after the cache rebuild, revert the limited change or escalate to a storefront category selection and FAQ cache check.