Delay Cards
Posted by Kimberly from Lancaster, PA, US on September 29, 2006
We have been advised by an outside consultant that we should begin implementing delay card notifications if we have a rebate or premium promotion that will not meet the turn time stated on the mail in order form.
We know this is necessary for programs which require the consumer to submit funds for purchase of merchandise or for shipping and handling. This is the first time we have heard that the use of delay cards for rebate promotions is becoming an industry standard.
Could you please confirm that this process is being implemented by other manufacturers and fulfillment processors?
Delay Cards (a postcard sent to communicate that it will take longer than 30 days to fulfill an order) are necessary to satisfy the FTC’s Thirty-Day Rule for mail order purchases, however this rule does not specifically apply to rebates – at least not yet. We have not seen widespread use of them in the rebate business to date, likely because postage and print could add unexpected costs to a manufacturer’s budget.
That being said, we agree that an essential element in providing an exceptional consumer experience is to communicate their rebate status before they even begin to wonder about it. We’ve worked very hard to create cost effective ways to communicate, including eMail, text messaging and by keeping our self look-up website and 24/7 call center updated in real time. We recommend that you clearly offer opt-in permissions, phone numbers and website addresses on the original coupon for consumers to reference.
So, although it’s not mandated (yet), we strongly recommend and encourage you to budget for pro-active communication with your customers.
