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What is the minimum term?

Websites and Digital Marketing plans are subject to 6-month contracts. All website plans have one month free, which means you will get 6 months for the price of 5. The contract starts at the time of purchase.

What happens after the contract period?

Your service will continue to be supplied on a month by month basis, based on the latest terms and price until you cancel.

What do I get charged if I cancel my website or Online Search Ranking product?

You can cancel at any time by letting us know via email or phone. We will cancel within 30 days of being notified. An early termination charge will be applied to your final bill if you cancel within the minimum period. The charge will equal the total remaining price of the contract, including GST.

What happens if I cancel my Online Advertising or Online Marketing Performance plan?

If you choose to cancel your Online Advertising plan or Online Marketing Performance plan within the 6 month contract period we will cancel the service and charge you an early termination fee equal to the remaining price of the contract, including GST. Any remaining marketing budget will be spent.
If you cancel outside the minimum term, any remaining marketing budget will be spent.

How quickly will my website be built?

Once you have shared with us information about your business our team will get started on building your website. You will receive a preview link of the site within 5 business days to review, with the option to have revisions made by us prior to going live.

Who registers and hosts my website domain?

We’ll take care of the domain name registration, hosting and the other technical aspects based on your business objectives.

Can I add additional pages to my website?

You can add additional pages either during the initial website build or at anytime after your site is live, provided you have a Telstra Online Essentials website.

What happens when I cancel?

We will unpublish your website and email accounts associated with the site within 30 days. Your domain will remain active for 24 months after purchasing the service. We’ll provide instructions on how to manage it after you cancel your website.

We will be able to re-activate your website and email, within 30 days of your service being cancelled.

If you cancel within your contract period, you will be charged an early termination fee.

How do I manage my bookings?

By logging into the Telstra Online Essentials dashboard you can access the booking tool inbox, which is similar to your email inbox. Any time a client contacts you through the booking tool, all the relevant information goes into your inbox: requests, questions, bookings and so on.

If a customer cancels their booking, will my calendar update automatically?

Yes, if your calendar is synced cancellations will be automatically removed.

Can I sync my calendar with the booking tool?

Yes. The booking tool syncs with many calendar types, Google, Outlook and iCloud to name a few.

Will my calendar content be visible to others?

No, only your available times will be visible to customers.

Where do I see booking requests? Will appointments appear on my existing calendar?

When clients submit a booking request, you will receive an email with a link to accept or reject it.
When you accept an appointment, a confirmation email is sent to you and the client, and the appointment automatically appears on your existing calendar (Gmail, Outlook, Hotmail, Yahoo, iCal, etc).
We recommend that the email configured is being read at the same service where you keep your calendar (e.g. if you want your meetings to appear on your Gmail calendar, you would set the email to be sent to your Gmail account).

Can I set appointment reminders?

When a meeting is scheduled, the booking tool will send an automatic email and SMS reminders to your client about the upcoming meeting.
By default, one email reminder will be sent 15 minutes before the meeting. You can change this setting and configure up to two different reminders and select how long in advance the email reminders and SMS reminders should be sent.

Can I display the charge and take payment for the service I offer at the time of the customer booking?

The booking tool enables you to set and display a fee against the various services that you offer. You can then set the booking tool to create and send an invoice as well as take the payment for the service at the time of the booking or after the booking.

Can I limit how far in advance my clients can schedule an appointment with me?

You can manage the settings in the booking tool to limit how far in the future you will take a booking.

Do my clients have to pay for my invoices via the booking tool? Can they pay by bank transfer?

You can collect payments any way you want, and still use the tool for invoicing. You can decide you only accept credit card when the client visits your office, or over the phone. You can also offer your clients the choice of paying online when they receive the invoice, or pay you with cash. Either way, once you received a payment from your client, you can mark the invoice as paid.

Can I refund payments to my clients?

Payments collected via the booking tool are immediately transferred to your PayPal account. If you wish to fully or partially refund the payment – you can do so by visiting your PayPal dashboard, login with your email and password, and you can see all the payments from your clients. Click details next to any payment and you’ll be able to refund the payment. If you are using Stripe you can easily issue refund from your account dashboard.

Can my clients pay online for my invoices?

Yes. You can set the invoices to accept payments online and your clients will be able to pay you with any credit card, debit card or with their PayPal account.

Can I get my website online before my online store?

Yes. We know that it may take a little longer to get the details of your products together, so we will launch your website first. Once you have provided us with your product info, we will add it to your site (with your approval) and your online store will be made available to your clients.

What do I need before I start building my online store?
  1. Have good quality photos of your products
  2. Have clear details about each of your products. A price and a product description are a must for each product; the more information you can provide, the better. We will help you tidy this up if required.
  3. Determine how you will ship your products. Do you want to use Australia Post or another provider?
  4. Make sure you have enough inventory in stock
  5. Setup a payment gateway. If you don’t have one, we’ll help you set it up.
How many products can I sell on my website?

If you have purchased a Large website plan you can have up to 250 products with the option to add variations to a product. For example, a Black T-shirt is a product, and the variations are the various sizes available.

If you have purchased a Medium website plan, you can have up to 10 products.

How do I provide my product information?

We will provide you a spreadsheet for you to fill in all the required information. Once completed, you will then upload it using the Telstra Online Essentials Dashboard. If you get stuck, one of the client managers will be able to help you out.

How do I take payments for my products and services online?

We will support you in selecting a payment gateway provider if you don’t have one already. Note: You will need to enter into a separate agreement with the payment gateway provider if you don’t have one already.

What payment options are available for my online store?

Online and Offline payment options are available. Online payment means that the funds are transferred to you through your payment account immediately when the customer confirms the payment. The most commonly used payment gateways are PayPal, Stripe, eWay, and Square.

Offline payment means that the money is transferred later. The customer will arrange the transfer offline; for example, going to a nearby bank to transfer the money (that would be bank/wire transfer payment method), giving the customer a call to agree on the payment (“Phone order” payment method), or customer giving the cash on delivery etc.

Am I charged a transaction fee?

Telstra will not charge any fees for any payments that are processed on your store or by your payment gateway, however your payment gateway provider may charge fees, depending on the agreement you have with them.

Who do I contact if I have a problem with payments?

Telstra is not responsible for the payment gateway service. You will be required to contact your payment gateway provider if you are having issues with payments or the payment gateway service.

What do I need to know about shipping?

Shipping is a main component of setting up an ecommerce store. After you sell an item, you will need to arrange its shipment to the buyer. You may take it to a post office hire a courier, or rely on a carrier company, like Australia Post, to deliver your products. In any case, this work demands a payment that will cover your costs on the products’ shipping.

What shipping options are available on my eCommerce website?

Three main shipping options are available;

  1. Real-time (or carrier-calculated) shipping rates.
    This option is chosen if you use companies such as Australia Post to ship your product as they will to calculate the shipping rates for you.
  2. You can set up your own shipping rates:
    You could choose to set up a Fixed Flat Rate shipping option or a custom table. A custom table would allow you to use various combinations of your own rates based on customer destination, order subtotal, and items weight.
  3. Individual product shipping freight.
How do I manage my orders?

You’ll manage your orders via the Sales menu in the Orders tab in the website editor.

Here you can see all of the orders (unfinished, finished, or sent) that your store has had. Use the filters on this page to find or review specific orders.

We will walk you through the basics of managing your store in the handover call, once your store is live.

Can I customise my email notifications?

Yes. You can control which types of emails are sent (e.g., “order confirmed”, “order shipped”), edit the content of these emails, configure emails for yourself and your team (e.g., “low on stock”).

Is there an app that I can download to manage my online store via my mobile or tablet?

Yes. Select “Mobile” from the website editor panel on your website. You will be prompted to either enter your mobile number or scan a QR code. You will then be directed to your devices App Store, download the app as directed.

Can I bulk discount products on my online shop?

It is possible to offer tiered pricing for each product based on quantity tiers. For example, a t-shirt costs $24.99, but if you buy 3 items, the price will be dropped to $20.99 each instead. Discount prices are shown on the product details in the storefront and discounts are applied as soon as the quantity added to the cart changes.

Can I have a different image for the different variations of the product?

Yes. You can have a different image for different versions of the product.

Can I have a “sold out” or “low stock” message on my product?


Can I show related products below the main product?

We can help you setup your online shop to display products that a customer may be interested in buying based on a related product that they are considering or have purchased.

How can customers send me questions about my products?

We can set up an enquiry form that the customer can fill in to send you questions.

Can customers search for products on my website?

Customers can search based on keywords, attributes, price range and category.

Can I provide the option for repeat customers to sign into my online store?

Yes. This will save the customer time in filling out payment and shipping information. The customer can also see purchases that they have made previously.

Does the online store support other languages?

Not at this time.

How are my customers notified that they have made a purchase?

They will receive an email outlining the order details, purchased items, shipping, billing and order status.

How does Online Search Ranking improve my ranking in Google or Bing?

Online Search Ranking applies the principles of Search Engine Optimisation (SEO) to improve the search ranking of your website.

The search ranking of your website is influenced by a number of factors such as, but not limited to:

The website itself:

  • How well written are the pages on your website
  • Is the content titled correctly
  • Have you set up the correct keywords on your website (really important)
  • How well your website displays on mobile phones and desktops
  • Does your website load quickly
  • Does your website support SSL
  • Having fresh content on your pages
  • Do you have images, videos on your website?
  • Do you have broken links?
  • Ensuring your website is connected to Google My Business, Facebook, Apple Maps and other listing services
  • How popular your website is – are people going to it
How do you know what needs to be optimised on my website?

We will perform an audit of your website and provide you with an outline on how we will address any issues and opportunities for improvement.

How many pages do you optimise?

We will optimise up to 5 of the pages on your website.

I hear I need to have the right keywords for my website to work properly. Is this important?

Keywords are important as they ensure that customers will find your website. As an example, say you may make birthday cakes. It would make sense that when someone searches for “birthday cakes” that they will find your website. If you have used the term “birthday cake” regularly on your website then this will help in your search ranking. We will also work with you to ensure that you don’t have the wrong keywords as you do not want to get the wrong customer coming to your website. For example, if you didn’t make wedding cakes you wouldn’t want someone who was after a wedding cake come to your website.

The trick with keywords is not to use too much jargon. After all, the person searching for you isn’t likely to be using jargon.

So the more keywords I have, the better chances I have that a customer will find my website?

There are no guarantees, however, by having poorly defined keywords your website will rank poorly. We will provide recommendations for 5 keywords and 2 locations. It is also important to get the ratio of keywords to text right. Using the same words over and over again may seem unnatural to the search engine, this can negatively impact how your site ranks.

Can I change the keywords?

One of our client managers will work with you to select the best keywords for your site. You can have them changed at any time.

How does a blog improve my search ranking?

Search engines rate websites highly the more frequent the site’s content is updated. As a number of the pages on a website don’t change such as the About Us or Contact Us, it is recommended to have a webpage that can be updated regularly with current information. This is where a blog comes in handy. We will work with you to come up with ideas on what we can write for your blog and will have you review and approve it before we publish it.

How often is a blog created?

We will create a blog for you at the time your purchase the product, and then every three months thereafter based on your direction and approval.

Do I have to write the content for the blog post?

No. We will write the blog post for you and you can review it before we publish it.

How do you know what to write in the blog post?

During the briefing call where we learn about your business we will get some ideas from you on topics that you think would be relevant to write about and put on your website. We’ll then go away and come back with a draft for you to review.

How long does it take before I start to see my search ranking improve?

The ranking of your website will begin to improve after a few months, however, the long lasting benefits start to materialise after about 6 months. It is dependent on a number of factors such as the keywords that are being used, the industry that you are in, where you are located and the website design itself.

Do I need to have a Telstra Online Essentials website for the Online Search Ranking service to work?

No. We can work with your existing website that may be hosted with another provider.

I have a Telstra Online Essentials website and thought that it was already optimised for the search engines. Why should I consider taking up the Online Search Ranking solution?

Google and the other search engines make regular updates to the rules that determine how a website is ranked. As such it is important that you maintain your website regularly such as keeping the content fresh, ensuring that links are not broken, keywords are still relevant, just to name a few. With our search ranking solution we will review your website and present recommendations on how we can improve the search ranking of your website and make the changes on your behalf.

How often will I get an update on how my website is going?

You will get quarterly reports outlining the activities that we have performed, the performance, traffic and leads analysis of your site and ranking information.
You will also get quarterly calls from one of our client managers to talk you through the websites performance and provide further recommendations to improve your website.

How is Telstra’s Online Search Ranking (SEO) different from other SEO solutions in the market?

As part of the Online Search Ranking package, Telstra includes the development and publishing of blog articles, local on-site keyword & content optimisation, keyword research and, business listing creation just to name a few. These items may be charged as an extra by other providers.

Do I have to pay extra to have you make changes to my website based on the recommendations you have for my website?

No. The Online Search Ranking solution is a Do It For Me package. We will make the changes based on your feedback as long as we have access to your website. There are no extra or hidden costs.

If the rules that determine the ranking of a website are changing, what do you do to ensure my site changes to stay up to date?

Your site will be monitored continuously through our suite of tools to ensure that we keep on top of any changes. If there is a change in the search engines algorithm that impacts your site we will know about it and we will immediately take corrective steps to ensure you are not impacted.

How does Online Advertising promote my website online?

Online Advertising uses search engine marketing (SEM) tools such as Google Ads and Microsoft Advertising to advertise your business online. We work with you to develop a campaign to target keywords in a specific region by customers. This solution also offers the option to advertise on Facebook and its Instagram and Messenger networks.

For SEM, the marketing spend you allocate to a campaign is influenced by the keywords and region that you select.

The alternative to online marketing is more traditional methods such as TV, radio or a letterbox drop which is broadcast in a wide region to people that may or may not be interested in your product or service.

Online Marketing works by presenting the advert to the person when they are either searching for the products or services that you are offering, or when they meet the demographic criteria set within the campaign, at a time when they are interested in it.

Unlike traditional methods, your marketing spend is only used when someone clicks on your ad.

How does Online Advertising work?

For SEM, you put in a bid for keywords and a region that you are looking to promote your business. When a potential customer searches for the product or service using the keywords you are willing to pay for in the region you have nominated, your advertisement will appear up the top of the search results. You will only pay for the clicks on your ads.

This is the theory, however, sometimes a competitor may outbid you for the keywords in your region, meaning that some keywords are more expensive than others to purchase. For example, bidding for the keywords ‘health insurance” will be very expensive. However, bidding for “florist” in your area may not be as expensive.

It is also very important that the keywords are carefully selected as you want to attract the right customers to your website you don’t want to attract the wrong customers to your website. One of our client managers will work with you to develop a plan around what keywords you should be using and which search engines you should be bidding for ads on Facebook, your campaign would typically target users based on their location, demographic, interests, and profile information, many of which are only available on Facebook. Once you’ve created an ad, a budget and bid are set for each click.

While Facebook’s interest targeting can be useful, it tends to be based on assumptions about a customer’s audience. As such, we prefer to start with broad audience targeting, so as not to exclude any potential customers from seeing the ads.

What does an ad look like?

An ad is made up of various components:

  • Title: Two lines of copy that appear in blue at the top of the ad
  • URL: This is the URL of your website or a specific page on your website.
  • Telephone Number: the contact number of your business.
  • Description: Details of the product or service you offer
  • Sitelinks: Shortcuts to specific pages of interest on your website.

Example of what an ad on Desktop could look like.


Example of what an ad on a mobile would look like

What does a social media ad look like?

A Facebook ad is made up of various components:

  • Logo: This is the logo on your business’ Facebook page
  • Business name: This is the name of your business’ Facebook page
  • Body Copy: Max 125 character that appears above the image
  • Image: An image representing your business
  • Headline: Max 25 character line of copy that appears directly below the image
  • Newsfeed Link Description: Max 30 character of copy that appears below the Headline
  • Button: This leads to your website

Do I need to provide my own images to advertise on Facebook?

We encourage advertisers to provide high quality images. Facebook provides guidelines and tools that help you select the best images to use for advert. Our client managers will guide you in this process. If you don’t have high quality images, not to worry. Our service includes the option to use images from our vast image library that meet Facebook’s guidelines.

Why do I need an advertising solution for my website if I already rank highly in search results?

There are a couple of reasons why you would want to still advertise online:

  • With online advertising, you get more control of what you want to say in the search results. You don’t get this through normal search results.
  • When it comes to online advertising, we can work with you to see what keywords aren’t working well in the normal searches and see how we can boost your ranking even further.
  • Customers searching online expect to find results at the top of the search results page. So either you or your competitor could be placed at the top.
Isn’t Online Advertising expensive?

With online advertising you only spend your marketing dollars when someone clicks your ad. This is unlike any other traditional marketing solutions where you pay for your ad regardless of whether or not people respond to your ad or not.

Don’t look at the advertisement as a cost but think of how it is a return on your investment. Look at how many sales you would need to break even and then determine whether it is worth it.

How do you split the marketing spend across Google, Bing and Facebook?

Based on our experience of what has worked in the past for other campaigns of similar products and service, we will recommend a split and work with you to determine how we best allocate your marketing spend across the various service providers.

How long does it take for an ad to go live?

Once the campaign is set up by the client manager, it can take up to 2 business days for it to be approved by Google, Bing, and Facebook.

Is there reporting available?

We provide a monthly report via email that outlines the traffic, clicks on your website, where they are coming from and much more. You can also go to your Telstra Online Essentials Dashboard to get a daily view of the traffic to your website at any time.

It sounds pretty easy to manage my own marketing campaign, so why should I pay for someone to do it?

It is true that you can manage it yourself. You can look to bid for keywords that you believe will work and get a return on that investment. However, having our seasoned digital experts using our state-of-the-art advertising technology will ensure the best return on your marketing spend and enables you to focus on running your business.

How do I know that the campaign is working?

We monitor the campaign to ensure that you are getting the best out of your marketing spend. Once the campaign goes live we monitor your campaign with these major milestones:

  • Day 1: Make sure that the campaign is working
  • Day 3: We do technical spot checks to make sure that there are no billing or advertising issues
  • Day 15: We check that the performance is in line with the forecast. We’ll modify the campaign if we think we can get a better result..
  • Day 30: Review of month 1 performance data
  • Day 60: Ongoing optimisation
Does Telstra promise or guarantee volumes of clicks or leads?

It’s impossible for any company to guarantee the volumes of clicks or leads you’ll receive from an advertising campaign. Advertising on Google, Bing, and Facebook is a live auction in which the competition for consumers attention is changing on a minute by minute basis. Because of this, clicks and lead volumes will change on a daily basis.

Will I be listed #1 in search results?

Though we cannot guarantee that your ad will be #1 in the search results, we will work with you to optimise the marketing spend to ensure that it reaches the most people you want to target.

What happens if I change the pages on my website?

You must let us know if you make changes to your website as this can have a negative impact on the performance of the advertising campaign.

How much of the monthly charge is allocated to marketing and where does the rest go?

Of the Online Advertising $299 plan, $180 incl GST is allocated to advertising across Google, Bing and Facebook. You can purchase additional marketing spend in blocks of $50, of which $33 will go to the marketing spend.

What is included in the Online Marketing Performance plan?

We bundle the Online Search Ranking and Online Advertising plans together and increase the marketing spend in the advertising campaign from $180 to $250 incl GST per month.

What are the benefits of having a video on my website?

Video is the most effective way to promote your products and services and influence your visitors in the shortest amount of time.
Hosted on YouTube and embedded on your website, a video has a tremendous impact on your website’s ranking in Google search results.

What do I get with the Video product?
15 Second Montage30 Second Montage30 Second Custom
Video TypeHD montageHD montageHD custom
Revisions included122
Video Length15 seconds30 seconds30 seconds
Import own HD videoNoYes Yes
Stock HD VideoNoNoYes
Royalty-free soundtrackYes Yes Yes
Stock images or own images310Unlimited
Call to actionYesYesYes
End card with business name, phone number & URLYesYesYes
Include business logo on end card YesYesYes
Motion graphics (custom animations of text, graphic elements, logo)NoNoYes, up to 2
Publishing to YouTubeYesYesYes
Embedding on websiteYesYesYes
If I cancel my Telstra Online Essentials website, do I still keep the video?

Yes. We will create a YouTube channel for you if you do not already have one, which you will still be able to access after the website is cancelled.

Where is the video hosted?


If I want to make a change down the track, how much will that cost me?

Once the video is published to YouTube no further revisions are available. You will need to purchase and create a new video.

How many revisions do I get with the videos?

You get 1 revision on the 15 second video and 2 revisions on the 30 second videos.