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Fix a wrong answer

If a wrong answer comes from Knowledge, click This is not true, and keyplace stops using it from the next answer. If it comes from your product description, a page or a policy, fix the text in Shopify.

In short

This is not true works on answers in Knowledge and on entries in Learning.
Our team gets a message about every answer you mark.
Use it again undoes it.
keyplace reads your Shopify texts as they are, so a mistake there needs a fix there.

Steps

Open Knowledge and click the Your answers tab.
Find the answer. If the list is long, use the search field.
Click This is not true. keyplace stops using the answer from the next answer, and our team gets a message.

An answer in Knowledge with the This is not true button

Changed your mind? Click Use it again.

An answer marked as not true, with the Use it again button

To correct your own answer instead, click Edit, change the text and click Save. The new text works right away.

When the mistake is in Shopify

Fix the text in Shopify: the product description, the page or the policy.
In keyplace, open Knowledge and click Refresh on the Sources tab.

For facts from your pages, articles and policies (Sources > Facts), the button is Report a mistake. Our team gets the report, but keyplace keeps reading the page from Shopify, so fix the text there too.

Limits

This is not true doesn't change anything in Shopify.
If you click Use it again on an answer from our team, it becomes your store's own answer.
keyplace can still make a mistake. The chat tells shoppers to check important details in the description or the terms.

Common questions

How do I find wrong answers?

Shoppers can rate each answer. Answers rated as not helpful go to Questions, on the No answer tab, with the number of thumbs down.

Where else is the This is not true button?

In Learning, on the Journal and Files tabs. To get there, open Knowledge, click the Files tile in Sources, then click Open files on the page that opens. The tile itself has no button.