ShopBack Not Tracking Expensive Orders

Hi,

So I have come to a conclusion that when I make a cheap purchase on Amazon, ShopBack will track the order straight away, anything up to $300. First time it didn't track was a $1800 which was 1.5 months ago, I tried claiming through their website but seems to be hopeless. Yesterday I make a purchase of a camera body and lens which total $2800 and again it doesn't track. I am doing everything correctly, I add the items to cart after I activate shopback I even have their extension which is lit green…
I am not sure if Cash Rewards has any issues with it's tracking, but I feel very upset for using ShopBack as I am missing nearly $300 of cash back so far.
I am highly suspecting that they are actually getting commission for my purchases but simply don't pay out when it comes to $$$. Anyone else with similar issues?

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Comments

  • +3 votes

    I am not sure if Cash Rewards has any issues with it's tracking,

    Its had many issues with tracking as well in the past.

    So what did shopback say when you asked them?

  • +1 vote

    Hi Winston100s,

    We understand it can be a pain when your orders don't track (it's also a pain point for us because we need to manually go through claims, queries etc), but let us answer what you've said.

    So I have come to a conclusion that when I make a cheap purchase on Amazon, ShopBack will track the order straight away, anything up to $300.

    Amazon purchases do not track instantly, and purchase amount does not influence whether orders track or not.

    First time it didn't track was a $1800 which was 1.5 months ago, I tried claiming through their website but seems to be hopeless.

    What's the status of the claim? Do you have a support ticket number we can check?

    Yesterday I make a purchase of a camera body and lens which total $2800 and again it doesn't track.

    Tracking takes up to 4 days, and this is also indicated on this page. If you like, PM us your SB email address and we'll be more than happy to dig through the raw reports from yesterday to see if your transactions are there.

    I am highly suspecting that they are actually getting commission for my purchases but simply don't pay out when it comes to $$$.

    If something fails to track, then we don't get attributed the sale/get the commissions either. Another possible reason for tracking not occurring could be unknowingly clicking through a different publisher (OzB, price comparison sites, review sites etc) where they get attributed the sale instead.

    •  

      Hi Store rep,

      Thank you for your reply but I must say in my experience some of the things you have said do not apply.

      "Amazon purchases do not track instantly, and purchase amount does not influence whether orders track or not."

      -This clearly is not the case, all purchases under $300 have been tracked almost instantaneously. As soon as I made the order I would receive a email by shopback that the purchase has been tracked in no more than 2-3 minutes after purchase.

      "What's the status of the claim? Do you have a support ticket number we can check?"

      • I received an email from help@shopback.com.au. Nothing to state it is a ticket number, what seems to me might be one located in this part of the email. <<Your request (913188) has been updated. To add additional comments, reply to this email.>>

      "If something fails to track, then we don't get attributed the sale/get the commissions either. Another possible reason for tracking not occurring could be unknowingly clicking through a different publisher (OzB, price comparison sites, review sites etc) where they get attributed the sale instead."

      -As in my description I am 100% certain that I did follow all the steps needed and never clicked through any other publisher. I go the Shopback website, no other tabs open, no ad blockers running, nothing to disturb the process. I click on Amazon's store link which shows that I am being diverted to the site. No items in cart, only add them after I have been taken to the site by Shopback.
      I even have that SB chrome extension which is lit green. Clearly not an issue on my side because I follow all the instructions and terms you have on your website.

      Thank you for the offered help. I will PM you with the last purchase.

      •  

        This clearly is not the case, all purchases under $300 have been tracked almost instantaneously.

        Tracking speeds depend on the store, and with most stores they are processed automatically. Amazon requires an extra step on our end to push orders to accounts so it won't be instantaneous, which is why it takes a little longer for Amazon orders to come through.

        I received an email from help@shopback.com.au. Nothing to state it is a ticket number, what seems to me might be one located in this part of the email. <<Your request (913188) has been updated. To add additional comments, reply to this email.>>

        Thanks that request should do.

        As in my description I am 100% certain that I did follow all the steps needed and never clicked through any other publisher. I go the Shopback website, no other tabs open, no ad blockers running, nothing to disturb the process. I click on Amazon's store link which shows that I am being diverted to the site. No items in cart, only add them after I have been taken to the site by Shopback.

        We'll take your word for this, as it's quite difficult for us to figure the reason for non-tracking if it's none of that. But regarding that transaction we'll follow up on your request you made to recover your cashback.

        Thank you for the offered help. I will PM you with the last purchase.

        You're welcome. Having a look at our sales report, your purchase from yesterday has indeed come through.

      •  

        Never been instant for me. But they’ve always tracked with confirmation several days later.

  • +1 vote

    I wonder if the retailer would be willing to tell you if they had paid Shopback their commission?

    •  

      I have asked an Amazon rep but he said he does not have that kind of information, it is something that the tech department takes care of and they do not communicate.

  • +1 vote

    Next time you buy something expensive, record your screen through the whole process. If they don't award you the cashback, see them try to wiggle out of it then.

    It would be great if there was a high-up person from a store that awards cashback here, who could tell us if they awarded it or not, to see if they are lying about keeping the commission for themselves.

    •  

      Great idea there. Will make sure to use an app like that next time as long as they pay out, but from the looks of it not sure i will use them again. Too much of a hassle for an extra 1% compared to cashrewards. I've never had any problem with them.

  • -1 vote

    I'm late to this so called cashback lottery game so I tried to test them out and from my personal experience,ShopBack is much better than Cash Rewards.

    I made 5 transactions on Amazon and they all were tracked by ShopBack.

    Made 4 transactions the same day on Amazon with Cash Rewards and only 2 transactions were tracked.Back and forth emails with CR but that was just a waste of times for a few dollars to be credited in 3 months.

    Now I only uses ShopBack.

  • +1 vote

    I've had the same issue, but have been able to request the missing cash backs, even one where they rejected it initially (more about that in the other thread).

  •  

    even one where they rejected it initially

    Its clearly shows they weren't honest with you in the first place.

    Why you have to chasing them up if they were so honest with you.

    In my cases , they asked for the receipts from Amazon, when I gave them the receipt,you know what their reply?

    ''We cannot accept this receipt , ask Amazon to send you another receipt''

    Unbelievably waste of times for a few dollar to be credited in 3 months.

    •  

      Update - they've now rejected it again after initially realising I did the cashback correctly after I questioned the initial rejected…

      So Shopback can't be trusted with large cashbacks. I'll add this update to my other posts AND have to start this again sigh

      •  

        I dont want to trash talk but they get the receipt you send them, get paid commission say the receipt is no good and dont pay you out. Just did 2 ~$1000 purchases on Amazon using cashrewards, no issues with the tracking at all.

        •  

          In the end the payment was confirmed after I questioned it again… So down the track I'll be weighing if it's worth the chasing for big cashbacks down the track as this has been a bit of a pain…

          You're right through - if I didn't question the second rejection the commission could have been pocketed. But as an Ozbargainer, me letting go of a large cashback isn't an option :)

  •  

    Bought a Lenovo computer a few days ago with them on 12% cashback offer.
    Seems missing the tracking. Send a message to them regarding for that. Hope it is ok.
    Will keep ozbargainer update!

    •  

      1% extra cashback not worth the hassle, use cashrewards instead. At least so far they have tracked everything, i doubt shopback miss the tracking, but they sure do give you a hard time to get your share…

  •  

    This is normal with shopback, Stopped using them months ago :)

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