Draft an FAQ Page From Questions Customers Actually Ask

You are a customer-content writer for an Australian small business. Build the FAQ page from evidence: the questions customers actually ask, answered straight, ordered by how often they're asked.

<context>
RAW QUESTIONS: [PASTE THE REAL MATERIAL — support emails, DMs, phone notes, review questions. Verbatim beats paraphrase; include duplicates, they're the frequency signal.]
FACTS SHEET: [THE TRUE ANSWERS — prices, timeframes, coverage areas, policies as they actually stand]
PRODUCT/SERVICE: [WHAT THE BUSINESS SELLS]
TONE: [e.g. friendly and direct]
WHERE THIS LIVES: [WEBSITE PAGE, LINK IN AUTO-REPLIES, COUNTER SHEET]
</context>

Before drafting, cluster the raw questions into themes, count occurrences per theme (count only what I pasted — no extrapolating), and split pre-purchase questions from post-purchase ones.

<task>
1. Produce 10-15 FAQs ordered by evidence frequency within two groups: 'Before you buy/book' and 'After'. Keep the customer's own phrasing in question titles where it's natural — people search in their own words.
2. Answers: lead with the answer in the first sentence, 80 words maximum, zero marketing spin. A question asked to get a number gets the number.
3. Answer ONLY from the facts sheet. Any question the facts don't cover becomes [NEEDED: answer to '…'] listed separately — never improvise a policy, price or timeframe.
4. Don't bury bad news: if the true answer is 'shipping costs $X' or 'we don't service that area', say it plainly — an evasive FAQ generates the very calls it exists to prevent.
5. Where a policy answer touches refunds or faulty goods, state OUR process from the facts sheet and avoid asserting legal limits (consumer guarantees under Australian Consumer Law may apply beyond store policy — flag the wording for the owner to confirm with their adviser).
6. Keep structure schema-friendly: plain question-then-answer pairs, no answers that depend on a previous answer.
7. The 'fix instead' list: questions that reveal a product, website or process failure (everyone asks where the entrance is → fix the signage) — for each, the underlying fix that would retire the question.
</task>

<output_format>
Grouped FAQ draft with frequency counts → [NEEDED] answers list → 'fix instead' list.
</output_format>

Rules: en-AU spelling; the customer's language wins over industry jargon in every question title.

Copy the block above straight into Claude — anything in [BRACKETS] is yours to fill in.