Product Q&A on Listings
Please note this feature is coming soon, our team are currently testing the Q&A system and will notify you once it goes live.What the Product Q&A feature is for
The Q&A section is meant to:
- Clarify product specifications (size, compatibility, materials, etc.).
- Provide reassurance about product use.
- Reduce confusion by giving consistent answers that all customers can see.
Think of the Q&A as a public knowledge base — answers benefit not just one customer, but every future buyer.
What vendors can post
Vendors may:
- Provide factual, accurate responses to customer queries.
- Direct customers to the product description for more detail.
- Clarify lead times, variations, or usage instructions.
Keep answers short and direct. Overly long or complex responses may confuse customers rather than help them.
What vendors cannot post
Vendors may not use the Q&A feature to:
- Share personal contact details (phone numbers, email addresses, social media links).
- Promote unrelated products or services.
- Make unverified claims about competitors or other vendors.
- Circumvent platform policies (e.g., offering direct deals outside Kapsule).
Breaching Q&A rules may result in removal of content, penalties on your account, or suspension from the platform.
How Kapsule manages Q&A
- Kapsule moderates the Q&A to remove inappropriate or misleading content.
- Customers may report answers they believe are inaccurate or against policy.
- Kapsule may edit or delete responses that do not comply with guidelines.
Once posted, Q&A content is visible to all customers. Treat every answer as part of your brand reputation.
Best practice tips for vendors
- Be consistent: Align your answers with the product description and photos.
- Be prompt: Respond quickly to maintain customer trust.
- Be professional: Use clear, polite language even if the question seems obvious.
- Be transparent: If you don’t know the answer, explain that you will check and update the listing if needed.
Use customer questions as insight into what your product listings may be missing — if the same question appears repeatedly, update the description to include the answer.
FAQs
1. Can I direct customers to my own website for more details?
No. All communication and transactions must stay within Kapsule.
Sharing external links or contact details is a breach of platform rules.
2. What if a customer asks about shipping or returns?
Refer them to the relevant section in your listing or Kapsule’s standard policies. Avoid making promises outside the platform’s terms.
3. Can I answer competitor-related questions?
No. You must not comment on competitors’ products or stores. Focus only on your own listings.
Keeping your answers product-focused ensures professionalism and compliance.
4. Do I have to answer every question?
You are encouraged to answer promptly, but if Kapsule can provide a better platform-wide response (e.g., on policies), they may step in.
5. What happens if I give incorrect information by mistake?
You should immediately correct it through the Q&A feature and update your product listing.
“Correcting mistakes quickly is better than leaving misinformation in place — customers respect honesty.”
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