Turn customer questions into FAQs

Here are real customer questions, emails, or chat excerpts:
[PASTE CUSTOMER QUESTIONS, in the customers' own words where possible]

Group these by what the customer is actually trying to accomplish,
not by surface wording.

For each group:
1. A clear question, phrased the way a customer would search for it
2. A draft answer

Mark any answer that states a policy, price, or process fact as
"NEEDS FACT CHECK", since you don't know our current actual policy.