Answering purchase questions inside social content

Put a purchase answer in a post when it helps many shoppers choose and can be stated accurately in the available space. Name the product or version, give the checked answer and keep any condition beside it. When a short post cannot carry the detail, send the shopper to fuller product information.

Choose a question the asset can answer

Useful pre-purchase questions include what comes in a pack, which version is shown, how two sizes differ and whether an item fits a specified model. Group similar questions by the decision behind them, then confirm the answer against current product information.

Choose a format that makes the answer clear. A labelled image may show a physical difference; a short caption may explain an inclusion.

A detailed compatibility list may belong on the product page, with the post telling shoppers what they need to check there. If suitability depends on the customer’s own measurements or existing product, state that condition instead of giving a universal answer.

Individual order or payment problems require the retailer’s support process. They should not be turned into reusable product claims.

Attach the answer to the right version

A statement such as “fits this model” is incomplete if it applies to only one size or production version. Name the relevant version and state the limit. If a post shows one version but the answer is intended to cover a whole range, confirm that wider claim with the owner of the product facts before publishing it.

Put the answer where viewers can read it in the final format. Check the mobile crop, text size and any shopping overlay. A question-shaped teaser that withholds the answer until a tap leaves the uncertainty unresolved.

The ACCC can require businesses to back up claims they make about their products or services. It can investigate if a business misleads and may take compliance or enforcement action.

Compliance and consumer protection facts (Australia)

Draft and maintain a short answer

Use this order: name the version, state the checked fact, add the material condition, then direct the shopper to fuller details if needed. For example, when an accessory is included with only one pack, name that pack and make the difference clear. The retailer’s current product information must supply the actual wording.

Tie each published answer to its product or variant. Recheck it when specifications, inclusions, compatibility or other relevant terms change.

If an active post becomes wrong, correct the public answer as well as the underlying product information. The shopper should see the current answer at the point where they are choosing.