Offer Design
Part of Subscriber onboarding
Collecting preferences that actually change the subscription
Connect each onboarding preference to an eligible order change, explain its limits and show when it first takes effect.
Ask an onboarding preference only when its answer changes an eligible product, size variant, recurring quantity or selection rule. For every answer, tell the customer the first order whose contents or charge can still change; a saved answer is not a promise about an order already created or released for packing.
Connect each question to an action
For each proposed field, name the allowed answers, the order field or selection rule they control, and the first order that can still use the answer. Keep the available options within what the subscription can supply.
| Onboarding question | Subscription field or action | First order to identify |
|---|---|---|
| Which available size fits? | Select an eligible size variant | First order whose variant can still be changed |
| Which stocked colour do you prefer? | Choose from available colours | First order whose product selection can still be changed |
| How many units do you want? | Set a supported recurring quantity and its resulting charge | First order whose quantity can still be changed |
If the first order has already been created or released for packing, identify the later order that can use the answer. Show any resulting charge before the customer confirms a quantity change.
Ask only if the subscription can apply the answer to an eligible product, quantity or selection rule. Otherwise, explain the limit before collecting it; label optional feedback that does not change the subscription as feedback.
Distinguish a saved choice from a changed order
A form can save an answer after the first order is created or released for packing. The confirmation should show the saved choice and the first order whose contents or charge will reflect it.
For example, after verifying that the first order can still use a saved size choice, confirm: ‘Your selected size will apply to your first order.’ If that order can no longer be changed, name the later order that can use the choice instead.
Follow a choice from sign-up through the subscription record to the affected order. An answer in a form does not establish that it reached the selection or packing instruction; check the installed software and fulfilment process.
Keep the promise within what can be supplied
A stocked colour choice may be feasible even when a specific brand cannot be guaranteed in each curated box. Describe the range the customer can choose from.
An open text field asking for every disliked product may imply that each future item will be screened against the response. Use it only when the offer and operating process support that interpretation.
The ACCC can require businesses to back up claims about products or services. It may investigate and take compliance or enforcement action if a business misleads.
Fine-print qualifications should not contradict the main message beside a preference question. Explain any limit before accepting an answer.
Key compliance and operational considerations
- APC requirementUnder APP 3, only necessary personal information may be collected
- ACCC enforcementBusinesses must back up claims about products; false or misleading advertising may lead to investigation
- Transparency ruleFine-print qualifications must not contradict main messaging near preference questions
Explain personal-information collection
Some preference answers can be personal information. Under APP 3, an organisation may collect personal information only where it is reasonably necessary for its functions or activities. Sensitive information has additional requirements: collection must meet that test and the individual must consent unless an exception applies.
If a preference answer is personal information, take reasonable steps under APP 5 to make the customer aware of collection matters, including the purpose and the consequences if the information is not collected. Do this before or at collection, or as soon as practicable afterwards if that is not practicable.
Explain why a field is requested and whether it is needed for the offered box. Keep optional product feedback separate from information used to select or deliver an order; do not imply that a field will personalise a parcel if it has no defined effect.
