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Review and publish your Shopify knowledge base before Black Friday (UK & EU)

Goal

Shopify's knowledge base (Sales channels › Agentic › Knowledge base) is now what AI agents get when they ask about your store: returns, delivery, contact details, gift services and more. Facts Shopify drafts from a scan of your storefront stay unpublished until you publish them, but facts linked to your admin, such as your policies and contact details, are published as soon as Shopify creates them. So check both: what's missing, and what's already live and wrong.

Quick answer first? Try the free tool: Shopify knowledge base checker

Prompt to copy

You are checking my Shopify knowledge base (Sales channels > Agentic > Knowledge base) before it's used by AI agents. My store sells [products] from [Great Britain / Northern Ireland / Ireland] to [UK / Ireland / EU countries].
I'll paste two things:
A) Every knowledge base field, one per line: Category | Field | Current text | Source (scanned / admin / manual) | Published or Unpublished.
B) The real text of my Shipping policy, Refund/Returns policy, Contact page, and the delivery options and costs shown at checkout for the UK, Northern Ireland, Ireland and the EU.
Using ONLY the facts in B (never your own knowledge or assumptions), do this:
1) For each field in A, say: Matches B / Contradicts B (quote both) / Not covered by B (needs owner input).
2) List any of these categories that are empty or unpublished: About the Store, Brand and Identity, Company policies, Contact, Gift services, Payment, Returns & warranty, Second hand, Fulfillment.
3) Flag facts that matter for UK and EU shoppers if they're missing from both A and B: delivery cost and time to Northern Ireland and to Ireland, who pays any import VAT or duty on EU orders, the returns rule for personalised or made-to-order items, the returns window and when it starts, and how to contact a person.
4) Draft up to 8 'Additional facts' for gaps that B does answer. For each give: Title | Type (Paragraph, Yes/No or Tags) | Text | A customer-facing URL on my site to use as the reference. If B doesn't answer it, write 'needs owner input' instead of drafting.
5) List every field you would NOT publish, and why.
Don't invent delivery times, prices, guarantees or policies.

Steps

1. In your Shopify admin, go to Sales channels › Agentic, and in the Sources section click Knowledge Base.
2. Copy each field into a list: category, field, text, source icon and whether it's Published.
3. Copy your real Shipping and Refund policies, Contact page and checkout delivery rates. Fix your policies first if they're wrong, because admin-linked facts are published from them automatically.
4. Run the prompt and work through the 'Contradicts' rows first.
5. For each suggested update, use Approve & publish or reject it. To edit a fact yourself, change its source to Manual (this removes the references that came from the old source, so add a customer-facing reference URL back).
6. Add the Additional facts you've checked, and publish them one by one. Publishing makes them public through the Storefront MCP, which is why this workflow is rated risky.
7. If you changed your site, click Request rescan (Shopify says this can take up to 48 hours), then check the suggested updates.

What to check

• Every published fact matches your live policy pages and checkout, word for word on costs and time limits.
• Each manual fact has a customer-facing, public reference URL on your site.
• Nothing is published that you can't honour during Black Friday volumes (for example, a dispatch time).
• If you used the old Knowledge Base app with more than 1,000 facts, the ones you want are re-added before the app goes on 15 January 2027.
• You remember the limits: the knowledge base holds up to 1,000 facts, password-protected stores only get admin data, and it doesn't cover product data (that's Shopify Catalog).

Sources

Facts on this page were checked against these official pages on 4 November 2026. Rules change, so check the source before you rely on it.

• Shopify Help: Answering customer questions with your knowledge base
• Shopify Changelog: Knowledge base is now built into your admin (26 Oct 2026)
• Shopify Help: Shopify agentic storefronts

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