FAQ + Support Macros Pack

What this tool actually does

Your support inbox has the same 12 questions every week. 'Can I get a refund', 'do you integrate with X', 'what happens if I cancel', 'is my data safe'. You answer each one in Intercom from scratch because nobody wrote the macros. Meanwhile your website FAQ is three questions long and was written the week you launched. This tool builds a complete FAQ and support kit in one pass: a 25-question FAQ for your website organized by buying stage (so the consideration questions sit at the top and the post-purchase 'what if I cancel' sits at the bottom), 15 canned response macros for Intercom or Crisp on the top tickets, a refund script that protects margin without being cold, a churn-save script for the cancellation flow, and a pre-emptive onboarding FAQ to deflect the 'how do I do X' tickets in week one. Less ticket volume, faster checkout, fewer 'can I get a refund' threads.

Example run

Brief used: “We sell a $39/mo meal-planning app for couples cooking at home. Top user confusions: (1) what's the difference between Free and Pro, (2) can I cancel anytime, (3) do recipes work for vegetarians, (4) does the grocery list sync to Instacart, (5) can two people share an account. Pricing: $39/mo or $290/year. Refund policy: 14 days, full refund, no questions asked. Cancellation: anytime, takes effect end of billing cycle.”

## Website FAQ — 25 Questions

### Consideration stage (top of page)
1. **What does the Pro plan actually do that Free doesn't?** Pro unlocks unlimited recipes, the grocery-list builder, dietary filters (vegetarian, gluten-free, low-carb), couple-account sharing, and Instacart export. Free is 5 recipes/week, single user, no export. Most people upgrade by week 2.
2. **Is this for solo cooks or couples?** Built for couples — two-person households who plan a week of dinners together. The account-sharing and shared shopping list are core. Solo cooks use it too, but you're paying for the couple features.
3. **Do you support vegetarian / vegan / gluten-free?** Yes — dietary filters are first-class on Pro. Every recipe is tagged, and the weekly planner filters out anything that doesn't match. Free plan doesn't include filters.
4. **What devices do you work on?** iOS, Android, and a web app. The grocery list syncs across all three in real time so one of you can shop while the other is still planning.
5. **How is this different from Mealime / Eat This Much / [competitor]?** We're built specifically for couples — shared accounts, joint planning, a 'who's cooking tonight' rotation. Most competitors are single-user with sharing tacked on.
6. **Do I have to log my meals or track macros?** No — we're not a calorie tracker. We just plan dinners and build the grocery list. If you want macros, use MyFitnessPal alongside us.

### Pricing & checkout stage
7. **How much does it cost?** $39/month or $290/year (saves you $178). No hidden fees, no per-recipe charges.
8. **Is there a free trial?** Pro has a 7-day free trial — full access, no credit card required to start the trial.
9. **What's the difference between monthly and annual?** Annual saves $178. Same features. Annual is better if you cook at home more than once a week; monthly is better if you want to try us for a season.
10. **Can I switch from monthly to annual later?** Yes — switch anytime in account settings. We prorate the annual on the day you switch.
11. **What payment methods do you accept?** Card (Visa, Mastercard, Amex), Apple Pay, Google Pay. PayPal via web only.
12. **Will I be auto-charged?** Yes — both plans auto-renew. You'll get an email reminder 7 days before each renewal so it's never a surprise.
13. **Do you offer family discounts / student discounts?** No student discount. The couple-account model is the discount — two cooks, one subscription.
14. **Is there a couple-account option or do we both need to pay?** One subscription covers two people. Sign up once, invite your partner, both phones sync.

### Post-purchase stage
15. **How do I share my account with my partner?** Settings → Invite partner → enter their email. They get a link, set their password, you both see the same plan in real time.
16. **Does the grocery list export to Instacart?** Yes — one tap from the app. We integrate with Instacart, AmazonFresh, and Walmart Grocery. Whole Foods works through AmazonFresh.
17. **Can I add my own recipes?** Yes on Pro — paste from any URL or type manually. Auto-parses ingredients into the grocery list.
18. **What if a recipe doesn't have a dietary tag I need?** Tags are crowd-verified. If you find one wrong, hit 'report' and it gets reviewed in 48 hours.
19. **Does it work offline?** The current week's plan and recipes cache offline. New planning needs internet.
20. **How do I change my dietary preferences?** Settings → Dietary → toggle on/off. Updates apply to all future weeks immediately.

### Cancellation stage (bottom of page — keep here, don't hide)
21. **Can I cancel anytime?** Yes — anytime, no penalty. Cancellation takes effect at the end of your current billing cycle so you keep access until then.
22. **How do I cancel?** Settings → Subscription → Cancel. Two clicks, no phone call required.
23. **Do you offer refunds?** Yes — 14 days, full refund, no questions asked. Email refunds@[domain] or hit the chat.
24. **What happens to my data if I cancel?** Your account stays for 90 days so you can come back. After 90 days the account is deleted and the data is gone.
25. **Can I pause my subscription instead of canceling?** Yes — pause for up to 3 months. Settings → Subscription → Pause. We don't charge while paused.

---

## Intercom / Crisp Canned Macros (15)

### Macro 1 — Pre-purchase: Free vs Pro
**Trigger:** 'what's the difference between' / 'free vs pro' / 'what do I get with pro'
**Response:** 'Quick rundown: Pro gives you unlimited recipes (Free is 5/week), dietary filters, the couple-account share, grocery-list export to Instacart, and Add Your Own Recipes. $39/mo or $290/yr with a 7-day free trial — no card needed to start. Want me to send the link?'

### Macro 2 — Pre-purchase: vegetarian / vegan / dietary
**Trigger:** 'vegetarian' / 'vegan' / 'gluten free' / 'dairy free'
**Response:** 'Yes — we have filters for vegetarian, vegan, gluten-free, dairy-free, low-carb, and pescatarian. They're on Pro (Free doesn't include filters). Once you toggle them on, the weekly planner only suggests recipes that match. Want me to walk you through how it works?'

### Macro 3 — Pre-purchase: account sharing
**Trigger:** 'share account' / 'partner' / 'two users' / 'family'
**Response:** 'One subscription covers you and your partner. After signing up, go to Settings → Invite partner, enter their email, they set their password, and you both see the same plan in real time. The grocery list syncs across both phones.'

### Macro 4 — Pre-purchase: free trial
**Trigger:** 'free trial' / 'try it' / 'before I buy'
**Response:** '7 days free on Pro, full access, no credit card required. After 7 days you choose monthly ($39) or annual ($290 — saves $178). [Link to signup]'

### Macro 5 — Checkout blocker: payment failed
**Trigger:** 'payment failed' / 'card declined' / 'won't go through'
**Response:** 'That's usually one of three things — card has a daily limit, billing address doesn't match the card, or your bank flagged it as a new charge. Easiest fix is to try Apple Pay or Google Pay through the app. If that still fails, ping me back with what error you're seeing and I'll dig in.'

### Macro 6 — Onboarding: how do I add my partner
**Trigger:** 'add partner' / 'invite' / 'share with husband / wife / boyfriend / girlfriend'
**Response:** 'Settings → Invite partner → enter their email. They'll get a link in 30 seconds to set their password, and from then on you both see the same weekly plan and shopping list across all your devices.'

### Macro 7 — Onboarding: Instacart not working
**Trigger:** 'instacart' / 'export' / 'grocery list' (with negative sentiment)
**Response:** 'Two common fixes: (1) make sure you're logged into Instacart in the same browser you're exporting from, (2) check that the recipe has all ingredients (sometimes a custom recipe is missing one). If that doesn't fix it, screenshot the error and I'll look. Also works with AmazonFresh and Walmart Grocery if Instacart's being weird.'

### Macro 8 — Onboarding: how to add my own recipe
**Trigger:** 'add recipe' / 'my recipe' / 'paste recipe'
**Response:** 'Tap the + on the recipes screen → paste a URL or type manually. URLs auto-parse the ingredients into your grocery list. Works with most recipe sites — if a specific one doesn't parse well, let me know which and we'll fix it.'

### Macro 9 — Onboarding: app vs web
**Trigger:** 'web app' / 'computer' / 'desktop'
**Response:** 'We have a web app at [url] — same login, same data, syncs in real time with your phone. Some folks plan on web and shop on phone.'

### Macro 10 — Billing: upgrade monthly to annual
**Trigger:** 'upgrade to annual' / 'switch to yearly'
**Response:** 'Settings → Subscription → Switch to annual. We prorate the unused portion of your current month against the annual price, so you only pay the difference.'

### Macro 11 — Billing: change card
**Trigger:** 'update card' / 'change payment'
**Response:** 'Settings → Subscription → Payment method → Update. Takes 10 seconds. If you're trying to change it because a charge failed, do this first then we can retry the charge on our side.'

### Macro 12 — Cancellation request (initial)
**Trigger:** 'cancel' / 'cancellation' (route to churn-save script below)
**Response:** *Use Churn-Save Script — do not send a canned reply.*

### Macro 13 — Refund request
**Trigger:** 'refund' / 'money back'
**Response:** *Use Refund Script — do not send a canned reply.*

### Macro 14 — Account deleted question
**Trigger:** 'delete account' / 'remove my data'
**Response:** 'We keep your account for 90 days after cancellation so you can come back without rebuilding. If you want it gone immediately, reply 'delete now' and I'll wipe it within 24 hours. Note — once it's gone, the saved recipes and meal history are unrecoverable.'

### Macro 15 — General 'how do I' fallback
**Trigger:** 'how do I' (no specific match)
**Response:** 'Quick one — can you tell me what you're trying to do exactly? Like 'plan a week with my partner' or 'remove a recipe' — that way I can point you at the right step instead of sending you the whole help doc.'

---

## Refund Handling Script

**Within 14 days, any reason:**
'Got it — refund processed today. You'll see it back on your card in 3-5 business days, or right away if you paid with Apple/Google Pay. No follow-up needed.

Quick favor — if you have 10 seconds, what made it not work for you? Helps us a lot.'

**Over 14 days, edge case (charge dispute, technical issue, didn't use):**
'Outside our standard refund window but I can see you only logged in twice and we had that sync issue in [month]. Refunding the last month on the house — should hit your card in 3-5 business days.'

**Over 14 days, no edge case:**
'I can't refund outside the 14-day window — that's the policy and I have to be consistent with everyone. What I can do is cancel now so you're not charged again, and pause the account for 90 days in case you change your mind so your data is preserved.

If there's something specific that broke for you, let me know and I'll see what I can do.'

**Annual subscription refund (within 14 days):**
'Full refund on the annual, takes 5-7 business days to land back on your card. Account stays open until [end-of-billing-cycle date]. If you want it closed sooner, tell me.'

---

## Churn-Save Script (in cancellation flow)

**Step 1 — Ask why (in-app dropdown before the cancel button):**
- Too expensive
- Not using it enough
- Missing a feature I need
- Switched to another app
- Just trying it / temporary cancel
- Other

**Step 2 — Branch by answer:**

**'Too expensive':** 'Totally fair. Two options before you go — pause the account for up to 3 months free (your data and plans stay), or switch to the annual at $290/yr which is $178 less. Which works?'

**'Not using it enough':** 'Honest answer? Sometimes the rhythm isn't there yet. Want to pause for 30/60/90 days instead of canceling? No charge while paused, plans and grocery list preserved.'

**'Missing a feature':** 'Which feature? I read every one of these — it might already be on the roadmap, and if it's the difference between staying and leaving I want to know.'

**'Switched to another app':** 'Which one? No save attempt — just genuinely want to learn what's pulling people away. Account will cancel at end of cycle, all data kept for 90 days.'

**'Just trying it / temporary cancel':** 'Got it — paused for 60 days at $0, everything preserved. You'll auto-resume on [date] unless you cancel before then.'

**'Other':** 'Want to tell me more? Even one sentence helps. Account is set to cancel at end of cycle either way.'

**Step 3 — Always show:**
'Your account stays for 90 days after cancellation so you can come back. Plans, recipes, and grocery list are preserved. After 90 days they're gone.'

---

## Onboarding Pre-emptive FAQ (for week-1 emails / in-app help)

Ship these as in-app tooltips or in the day-1 / day-3 onboarding emails to deflect the tickets before they happen:

- **Day 0:** 'You can invite your partner from Settings → Invite partner. They get a link, you both see the same plan.'
- **Day 1:** 'Turn on dietary filters in Settings → Dietary so your weekly plan matches what you actually eat.'
- **Day 2:** 'The grocery list updates automatically as you plan. Hit the Instacart icon to send it.'
- **Day 3:** 'Web app at [url] — same login. Plan on the laptop, shop on the phone.'
- **Day 5:** 'You can add your own recipes by pasting a URL — paste from NYT Cooking, Bon Appétit, anywhere.'
- **Day 7:** 'Trial ends today. If you want to keep going, pick monthly or annual in Settings. If you cancel before the renewal you won't be charged.'

---

## Tone guide (one line)
Direct, warm, never robotic. Use contractions, never 'we apologize for any inconvenience'. If you wouldn't say it to a friend, don't put it in a macro.

Static example — your run uses Claude live on your specific brief.

Who it’s for

Solo founders running support out of their own inbox, customer-success leads on a 2-person team writing macros from scratch every quarter, anyone whose pricing page FAQ has three questions and the cancellation flow is just a button. Not for: enterprise support orgs with established knowledge bases (you're already past this stage).

What you get on the paid tier

A paste-ready support kit in markdown plus plain text: (1) 25-question website FAQ grouped into consideration / pricing-and-checkout / post-purchase / cancellation sections, (2) 15 Intercom or Crisp canned response macros for the top recurring tickets, each with title, trigger phrase, and the response, (3) a refund handling script with branches for 'within X days', 'over X days', and 'edge case', (4) a churn-save script for the cancellation flow with offer logic that doesn't burn margin, (5) a pre-emptive FAQ for onboarding emails or in-app help to deflect 'how do I do X' tickets, and (6) a one-line tone guide so the team's voice stays consistent across all of them.

Common use cases

How it works

1. Describe your input. One or two sentences about your startup, audience, or product. The more specific you are, the sharper the output.
2. Get an instant preview. Claude Haiku generates a free sample in ~30s. No signup, no card.
3. Unlock the full version. Drop your email for 3 full-length runs/month, or pay $29 one-time for unlimited.

FAQ

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