We have an exciting announcement to share with you this week! Cratejoy merchants have asked for the opportunity to host subscriber questions and answers on their Marketplace listing, and we’re excited to tell you that now, you can. Read below for more info on our new Questions & Answers feature, just released in beta!
Introducing Questions & Answers
On your Marketplace listing, visitors now have the ability to leave – or answer – a question about your subscription box! Our new Questions & Answers feature allows you to better serve your customers by offering potential subscribers a space to ask questions about your box and current subscribers an opportunity to share their expertise.
We’ve made it easy for users to participate with a straightforward visitor interface. The link to the Questions section will display on the menu beneath your image slideshow, between Details and Reviews. All a potential subscriber needs to do is click on the Questions menu option, or scroll down, to find where they can ask a question:
If your listing does not have questions yet, your potential subscriber will see the following:
Additionally, potential subscribers will be able to learn more about your box from questions submitted by other community members, and current subscribers can easily answer these questions. Here’s what that looks like:
With this new feature, your potential subscribers can receive multiple answers to their queries:
How It Works
We understand that you may have some questions about this exciting new feature, so we’ve answered a few below.
Tip: Read our consumer-facing content guidelines for users submitting questions and subscribers submitting answers.
What types of questions or answers can the community submit?
All posts must apply directly to the specific box experience. Therefore, we recommend the community asks specific, practical questions to understand the buying experience or the experience of receiving the items in the box. Questions and answers that are disrespectful, lack context, or discuss the following topics more than the box itself may be edited or removed:
- Shipping or handling questions for the seller
- Order-specific information
- Merchant customer service needs
- Self-promotion (such as linking to one’s social media or blog)
- Other topics or language that does not comply with our content guidelines
Who will be notified when a new question is asked or answered?
As the merchant, you will receive an automatic message relaying the new question or answer whenever one is posted on your listing. When a user submits a new question on a Marketplace listing, Cratejoy informs the owner of that listing and reaches out to prior purchasers and reviewers of that box for their expertise. When someone submits a new answer to a question, we notify the primary contact for that listing and the user who posted the question.
Can I edit or remove questions and answers?
Currently, merchants cannot edit or remove questions or answers submitted by consumers. However, these questions and answers fall under the same guidelines for user-generated content across the Cratejoy Marketplace and will be moderated by our team. All questions and answers must be relevant, respectful, truthful to the user’s experience, and avoid self-promotion, profane or disrespectful language, and spam. Any questions or answers that do not meet these guidelines will be removed.
Can I post my own questions for potential subscribers?
Our beta for Questions & Answers does not offer the opportunity for merchants to submit questions as themselves. However, merchants are welcome to build their brand by responding directly to user questions.
Can I post an official answer as the merchant?
Yes – simply reply to the automated email message that notifies you of a new question with your answer! When you respond, your email reply will display on top as an official answer posted by the merchant.
For the best results, don’t include any content (such as automated signatures) aside from your answer above the original message. And make sure the original automated email message from Cratejoy is part of the reply! (Most email apps will do this automatically.)
Can I delete or update my official merchant answer?
To update, simply reply to the original automated email message again. If you want to remove your answer, please contact email@example.com.
Am I expected to answer a question someone leaves on my listing?
While merchants are not required to answer questions, you are certainly welcome to reply if you wish. This not only allows you to better serve your consumer experience and develop your brand reputation, but it also provides clarity to the customer and a sense of authority to your answer.
If you have additional questions, please reach out to firstname.lastname@example.org.