Help Center: Your Store's Own Help Pages

Overview

Settings → Help center is where you write the help pages your shoppers read on your store, at /help. Articles sit in categories, shoppers can search them, and each article asks "Was this helpful?".

This page is about your store's own help pages for shoppers. For help using BestWebby, see the rest of this manual.

The help center is part of the Growth plan and above. Anyone on your team can read the articles here; writing, publishing and deleting them is a store setting, so it is for the store owner.

Start from the ready-made drafts

The first time you open Settings → Help center, it is filled with a starter set of articles in seven categories: Orders & delivery, Returns & refunds, Payments & discounts, Products & sizing, Your account, Appointments and Offers and auctions. They answer the questions every shop gets: how long delivery takes, how to track or change an order, how pickup works, how to return an item, when a refund arrives, which payments you take, and how to get in touch.

Every starter article is a Draft: shoppers see none of them until you publish. Where an article needs something only you know, such as your dispatch time or return window, it has a [bracketed placeholder] and is marked Needs your details. Replace the brackets with your own policy before you publish; a published article shows them to shoppers as they are.

Delete the categories and articles that do not apply to your shop, for example Appointments if you do not take bookings. If you delete every article and category, Add starter articles brings the set back as drafts.

Write an article

1. Click New article, or the pencil on an article to edit it.
2. Enter the Title, for example "How do I track my order?".
3. Choose a Category, or leave it Uncategorised.
4. Optionally set the URL slug; it is made from the title when you leave it blank.
5. Write the Body (Markdown): headings, bold, lists, tables and links are supported.
6. Add Tags, separated by commas, and optionally open SEO for a meta title (up to 70 characters) and description (up to 160).
7. Click Save draft to keep it private, or Publish to put it on your store.

To take an article off your store, edit it and click Save draft.

Publish

• Publish on an article's row publishes that one article.
• While nothing is published yet, a banner says "Your help center is not live yet", with a button to publish all your drafts. It first lists the drafts, marking the ones that still need your details; Publish all then publishes them.

Categories

Click New category and enter its name, for example "Shipping & delivery". Use the arrows to change the order categories appear in on your store, and the bin to delete one. Deleting a category keeps its articles: they become Uncategorised. Shoppers browse by category, so give every published article one.

What shoppers see

Every storefront's footer links to Help center. The page asks "How can we help?", with a search box and your categories; each category lists its published articles, and each article ends with "Was this helpful?". The editor shows each article's views and its thumbs-up and thumbs-down counts, and the cards at the top count Categories, Published articles, Drafts and Total views.

Until you publish an article, the help page on your store is empty, so publish at least your delivery and returns articles before you go live.

Common questions

Are the starter articles my store's policy? No. They are drafts for you to check and change. They do not invent your policies: where a detail is yours to decide, they leave a [bracketed placeholder].

Can my manager edit the help center? Not at present. Writing and publishing help articles is open to the store owner.

Do my help articles answer questions in the dashboard's help chat? No. They are for your shoppers, on your store.