If you are running or even considering running a promotion in Australia, I have some useful tips to share with you.
These are the key tips. As always, get advice if you’re in doubt.
In a rush? jump ahead.
Here are some 5 ways you can be clear about your offering:
Describe what’s included in the promotion upfront - don’t leave any room for doubt.
If something’s excluded - say so (make it really clear especially if you have similar product range names like Pro x, Pro xx, Pro IV), you get the idea.
Give a time frame for the promotion. If you are looking to drive sales before the end of a financial year, then you might want to use an expiry date before then.
Remove any doubt about whether 2 offerings can run at once - especially important if you have a % off and then another offer for buy x and get y free.
To cover for pricing errors, make sure that you either have a pricing policy or generic website terms and conditions with the statements below.
You acknowledge that despite our reasonable precautions, our products or services may be listed at an incorrect price or with incorrect information due to a typographical error or other oversight.
In these circumstances, we reserve the right to cancel the transaction, even though your purchase may have been confirmed and your bank card has been charged.
If a cancellation of this nature occurs after your bank card has been charged for the purchase, we will immediately issue a credit to your bank account for the amount in question.
You should notify customers that the offer may be cancelled at any time at your discretion.
Now, those tips are the big 5 to reduce your risks, and while you may need many other clarifications about your offering(s), if you cover these at a minimum, you’re on the right track.
So what do these tips look like on a real-life example?
Simple right? We could have set other parameters, but in this case, the offer was for a gift voucher, offered at a conference and we like to keep things simple.
You want to balance protection for your business against keeping things simple for your customers. Always keep the customer in mind. You can be kind to your customers by being clear, concise and fair.
Finally, keep in mind these general consumer law tips below.
Make sure that whatever you’re selling:
And, if you are selling services, you need to gaurantee the services are:
So, you have some responsibilities and if you don’t meet consumer guarantees, you may need to:
Make sure your customers have access to your policies before they get to the checkout whether that’s online or paying your business account via direct debit.
The checkbox is a terrific before or at the checkout stage because it's a positive step that your customer needs to take to progress the sale.
E.g. You agree to our terms and conditions and xxx policy before making this purchase on our website.
Finally, don’t argue with customers because it makes things worse. Assure the customer you’ll look into their query and give a realistic time frame that you can keep.
Also, if you have a policy then point your customer to the policy if there’s a process that you’ve already explained.