Partner Enablement
Part of Partner enablement and communication
Communicating offer changes across a partner network
Communicate a verified offer change to partners, assign updates to affected materials and confirm the customer-facing result.
An offer change needs a verified description and a plan to reach every partner still using the old version. State what changed, when it takes effect, which material is affected, what each partner must do and who can resolve exceptions. Then check the customer-facing result.
Verify the change first
Have the offer owner confirm the old and new positions, effective date and any transition conditions. Describe the difference in terms partners use with buyers, such as eligibility, price, availability, included service or a limitation. Mark unresolved facts clearly and assign someone to settle them before partners reuse the wording.
Keep the change record and approved replacement wording together. Place important conditions beside the claims they qualify. The ACCC accepts reports about possible misleading or false claims, can require businesses to back up claims and may investigate and take compliance or enforcement action. It does not resolve individual disputes or provide legal advice.
Find the old message
Identify partners using the offer and the places where the old statement may remain: live pages, scheduled emails, downloadable files, presentation decks and spoken explanations. For each affected item, decide whether to stop using it immediately or replace it before its next use. Base the choice on whether the item is live or scheduled, when it will next be used and whether it carries the changed claim.
Send the notice to someone able to act, with an escalation route for urgent corrections. Ask each partner to identify the affected material it controls, the action taken and any deadline it cannot meet. A network announcement alone cannot confirm that a live page was corrected.
Write a notice people can act on
Keep the notice short enough to use while giving partners what they need:
- The precise old and new position, including conditions.
- The effective date and any transition rule.
- Material to stop, replace or check, and the deadline for each action.
- The person who can resolve an exception.
- How to confirm completion.
If a partner has already sent an inaccurate claim, agree who will assess and coordinate a correction. Updating the next version of a shared file does not address material already in use.
Confirm completion
Track receipt separately from completed action. For important live claims, ask for the updated page or material and compare it with the verified change. Follow up with partners that have not responded and remove superseded wording from the usual shared location.
For marketing emails or messages, check the current spam rules before sending an update.
