Recording why a customer received a win-back offer

For each win-back offer, keep the rule and relevant facts that explain why the customer was selected. Record separately whether an offer was sent and used. An authorised operator should be able to identify the activity, approved offer, checks applied and actual contact. An order gap does not reveal the customer's private reason for inactivity.

Record the selection decision

Create a decision event with an activity ID, rule version, decision time and customer reference. Record the product group, purchase or timing fact used by the rule, qualification result and approved offer version. Keep a reference to the source record where that is sufficient. Copying a full order or service history into the offer record may be unnecessary.

Keep a customer-reported reason separate from an inferred eligibility label. If the reason for inactivity is unknown, say so. “Past the approved review boundary” describes a rule result, not a motive.

Separate selection from contact

A selected customer may fail a later send check. Record the channel, permission and relevant exclusions checked at dispatch, including a new purchase, opt-out, scheduled relevant subscription delivery or open service case where applicable. Preserve both the selection decision and the send outcome, with their times and rule versions. That prevents a later reviewer from treating “selected” as “contacted”.

The outbound record should identify the approved message version, send time and delivery status available from the sending process. If a benefit is used at checkout, record its identifier and transaction outcome separately.

An issued code that was not redeemed remains an issued code. A later purchase without it may still follow a message. Neither event proves that the offer caused the purchase.

A compact entry could read: “Activity W, rule version 3; eligible under the product-group gap rule at decision time; email permission checked at dispatch; offer version B sent; no redemption recorded by the review cut-off.” The identifiers illustrate a record format, not a customer result.

Keep the record proportionate and correctable

Keep the fields needed for explanation, correction and approved analysis. Leave detailed service notes in the service system and use a controlled status or reference in the offer record. Restrict access by task.

Attach corrections or a reference to the corrected source record so an earlier decision can still be understood. Set retention and deletion rules through the organisation's privacy process.

Before sending, confirm that the recorded permission and exclusion checks are current. For organisations covered by the Australian Privacy Principles, the quality and security of personal information used for these decisions also require reasonable steps appropriate to the circumstances.

If a customer asks why they received an offer, use the saved decision and current records to give an accurate explanation. Correct a stale purchase or permission record at its source. Check whether the correction affects future eligibility or earlier sends.