return
Articles
- Free return label: how to print it
- Return or exchange a gift
- When will I get my refund after a return?
See all results in the help center →
Knowledge base software for customer support and self-service
Write help articles once. Customers find them in your help center and on your website, and your agents and the AI chatbot answer from the same articles.
- 30-day free trial
- No credit card required
- No setup fee
4.5/5 G2 (1,538) 4.7/5 Capterra (1,789)
return
Articles
- Free return label: how to print it
- Return or exchange a gift
- When will I get my refund after a return?
See all results in the help center →
More than 7,000 businesses use LiveAgent, made by Quality Unit since 2004.
How it works
A knowledge base built into your help desk: one article, three places
In LiveAgent the knowledge base is part of the help desk, not a separate tool. Each article you publish reaches your customers, your agents and the AI chatbot.
Your customers
Find it in the help center, in a search box on your website and next to the ticket form while they type.
Your agents
See it next to the ticket that asks about returns, and add its link to the reply in one click.
The AI chatbot
Can answer chats from your public articles, and hands the customer to an agent when a person is needed.
For your team
Write and organise articles anyone can follow
A visual editor for how-to guides, policies and FAQs. If you can write an email, you can write an article, and categories keep hundreds of them easy to find.
Visual editor. Headings, lists, tables, links and images, or switch to HTML for a layout of your own.
Video and files. Embed YouTube or Vimeo videos and attach files up to 20 MB, such as a return form or a manual.
Categories in your order. Categories and subcategories in the order you choose, with the number of articles in each.
Public or internal. Set a category or an article to internal and only your agents see it.
Search terms and drafts. Add the words customers use, so search finds the article. Drafts save as you write, and you preview before you publish.
Categories
Orders and delivery12
Returns and refunds8
- How to send an item back
- Exchange for another size
- When will I get my refund?
- Refunds over $500
Your account6
Agent handbook9
Knowledge base Returns and refunds
Draft · saved PublishHow to send an item back
You can return an unused item within 30 days of delivery. Print the free return label from your order email and stick it on the parcel.
FREE RETURN
Your Store · Order 10482
How to pack your return · YouTube
return-form.pdf · 84 KB
Visible to
Customers
Agents only
Search terms
returnsend backrefund
For your customers
Customer self-service: answers before the ticket
Customer self-service software lets customers solve a problem themselves and write to you only when that fails. LiveAgent puts the same articles in three places your customers already look.
Self-service customer support, also called self-service customer service, customer self-service or self-help, means customers answer their own questions from your help articles: in a help center, an FAQ, a community forum or a search box on your website. They write to your team only when the articles don’t help, and the ticket lands in the same inbox as your email and chat.
Use it as FAQ software
FAQ software publishes short answers to the questions customers ask most. In LiveAgent an FAQ is one category of the knowledge base: link it from your website or add a search box to any page, and every answer stays searchable in the help center, the search boxes and the AI chatbot.
Your brand
A help center on your domain, in your colours
Start from a ready-made theme, set your colours and logo, or write your own HTML and CSS. Customers see your brand, not ours.
Four ready-made themes: Classic, Material, Minimalist and Montana, all made for phones and tablets too.
Your own domain with HTTPS, such as support.yourstore.com.
Your header, footer and CSS, plus Google Analytics or Tag Manager to see who reads what.
No LiveAgent branding from the Business plan.
Your Store
My tickets
Submit ticket
How can we help?
Search the help center
Orders and delivery
- Track your order
- Delivery times and costs
Returns and refunds
- How to send an item back
- Exchange for another size
Your account
- Reset your password
- Update your details
See your own help center in your colours: 30 days free, no credit card.
For your team
An internal knowledge base for your agents
Refund rules, escalation steps and answers to tricky cases sit in the same knowledge base as your public articles, visible only to your team.
Internal articles and categories for policies, onboarding and product notes. New agents learn your rules in one place.
Articles next to the ticket. Turn on article suggestions and the ticket shows the articles that match the conversation; agents add a link to the reply in one click.
Internal forums where agents ask each other, and the answer stays for the next person.
Can I return a jacket I bought last week?
Suggested articles
- How to send an item back Add link
- Exchange for another size Add link
- VIP returns: free shipping both ways Internal
Keeping it current
Keep every answer up to date
A knowledge base is only as good as its newest article. See what customers read, and let their forum questions and suggestions show you where answers are missing.
Edit once, updated everywhere
Change an article and the help center, the search boxes on your website and the AI chatbot use the new text within about ten minutes.
See what customers read
Each article shows how often it was read, and the help center lists the most popular ones.
Customers show you the gaps
Forum questions without an answer and the most-voted suggestions tell you which article to write next.
Articles from solved tickets
An AI agent can turn solved tickets into draft articles, so the answers your agents already wrote become help articles.
AI
Good articles make good AI answers
An AI chatbot can answer chats from your public articles, and hands the customer to an agent, with everything said so far, when a person is needed. In the ticket, AI Answer Assistant drafts the agent’s reply. LiveAgent charges no AI fees: you connect your own OpenAI, Anthropic or FlowHunt account.
How long do I have to return a jacket?
AI chatbot
30 days from delivery, with its tags on. Start the return from the link in your order email.
Included in every plan
Everything else in the knowledge base
Community, feedback, several brands and languages, migration and search engines: all in the same help desk.
Community forum
Customers ask and answer each other’s questions. New posts reach your team as tickets, in the same inbox as your other messages.
Feedback and suggestions
Customers post ideas and vote on them, and you mark each one Planned, Started or Completed. Run several boards, one per product.
One per brand or language
Each knowledge base has its own articles, language, design and address, and the help center’s labels follow the visitor’s browser language. Three brands in four languages need 12. Starter and Team include one, Business two and Enterprise ten.
Bring your articles
Move your articles from Zendesk, Freshdesk, Help Scout, Freshservice or Deskpro. On paid plans our team does it for free.
Every message in one inbox
Customers follow their tickets in the help center, and every message they send lands in the same inbox as your email, chat and calls.
Help articles search engines can find
Search engines index your help center, with a sitemap, a meta description per article and SEO Smart Links that link the words you choose to the matching article.
2,300help articles in our own knowledge base, public and internal, made with LiveAgent
See the public part at support.liveagent.com.
We run our own support on it
AquaSprouts moved from Zendesk
Their team answers live chat and email in LiveAgent and runs a fully custom CSS knowledge base.
“It's a pleasure to have a great portal that improves our customer service.”
What the knowledge base costs with LiveAgent
The knowledge base is in every plan, and the people who read it never need a seat. See every plan, the current offer and your team’s total.
- From
$11 per agent a month
Starter, billed annually, regular $15
Up to 5 agents on Starter, with the knowledge base, customer portal, forum and feedback boards.
- Knowledge bases
1 to 10 included
Starter 1 · Team 1 · Business 2 · Enterprise 10. One for each brand or language.
- One more
$19 a month
For each knowledge base above your plan’s allowance.
Comparing tools?Compare 11 knowledge base and FAQ toolsPrices, internal articles, languages and AI billing, side by side.
Moving from Zendesk or Freshdesk?Free migrationOur team moves your articles, tickets and contacts on paid plans.
Your team's totalPlans and pricesEvery plan, the current offer and what your team pays.
Where your data is storedGDPR and securityData centers, the DPA and how we protect your data.
Try the knowledge base with your own articles: 30 days free, no credit card.
Import a few articles or write your first category, set your colours, and send the help center link to a colleague.
Questions about knowledge base and FAQ software
New to knowledge bases? Read how to create a knowledge base, see knowledge base examples, or start with an internal knowledge base.