A question counts as a repeat when the same answer, give or take a name or an order number, fits most people who ask it. They cluster around orders, delivery, returns, pricing, passwords and “how do I” steps.
Why it matters
Repeat questions are where time goes without anyone noticing. Each one takes a few minutes, but together they crowd out the harder emails. They are also where inconsistency creeps in: two people give two slightly different answers to the same question.
The usual fixes are a help center article customers can find before they write, a canned response for the reply, or drafting help that reuses what you answered before.
An example
“Can I still change my delivery address?” arrives three times a day. The answer depends on one fact, whether the order has shipped, and otherwise is always the same.
More on this in handling repeat customer questions.