---
title: "Repeat question"
canonical: https://replypen.com/glossary/repeat-question
description: "A repeat question is a customer question your business has already answered many times, such as \"where is my order\", \"can I change my address\" or \"how do I cancel\"."
question: "What is a repeat question in customer support?"
author: "ReplyPen team"
published: 2026-09-30
operator: ProBackup BV (Hasselt, Belgium)
---

# What is a repeat question in customer support?

A repeat question is a customer question your business has already answered many times, such as "where is my order", "can I change my address" or "how do I cancel". The answer barely changes; only the customer's details do. Repeat questions usually make up a large part of a support inbox.

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](https://replypen.com/glossary/help-center.md) article customers can find before they
write, a [canned response](https://replypen.com/glossary/canned-response.md) 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](https://replypen.com/blog/handling-repeat-customer-questions.md).

## Related

- [Canned response](https://replypen.com/glossary/canned-response.md): A canned response, also called a reply template or saved reply, is prewritten text you paste into an email to answer a common question.
- [Help center](https://replypen.com/glossary/help-center.md): A help center is a public website of articles that answer customer questions: how to use a product, shipping and return policies, billing, troubleshooting.
- [Knowledge base](https://replypen.com/glossary/knowledge-base.md): A knowledge base is a collection of information a business keeps so answers can be looked up instead of remembered: policies, product details, how-to steps, known problems and their fixes.