Cashrewards - Ridiculous Excuse to Deny Cashback?

I purchased about $100 worth of stuff during this 20% Cashrewards promo
Purchased tracked normally and almost 5 months later now, I was told by CR that my cashback was denied. Below is extract of email from CR

"I have reviewed your transaction within the store's system and I regret to inform you that the cashback for your ASOS purchase has been marked as declined. Because of this Cashrewards has not received any payment for this purchase to pass on to you. We reached out to the store for a decline reason, and the reason they have provided to us is that your sale was not tracked through Cashrewards.
Please note the presence of ad blocking software, application of coupon codes or vouchers not advertised on Cashrewards and clicking on tabs, banners and sponsored links can hinder the tracking of cashback and affect eligibility for rewards.
Please accept our apologies as we can't provide better news to you on this occasion."

Obviously the transaction was tracked and I wasnt using any ad blockers.
Replied saying this excuse is unacceptable but their reply was pretty much too bad too sad your problem not ours.

I'd just forget it and move on if it was a couple of dollars but this is 20% off $100 which played a significant part in my decision to make the purchase. Wouldn't have otherwise and obviously too late to return the items to ASOS.

I'm finding Cashrewards getting increasing dodgy in their practice in declining transactions for no good reason and ver inconsistent tracking.
Shopback on the other hand is improving significantly where their Chrome extension actually tells you that transaction has been recorded almost instantly.

Do I have a reason to be bitter or is this acceptable?

I'll certianly be avoiding CR from now on.

Edit:
This post is not meant to attack TA nor have I posted anything implying so.
I have posted my experience including doing everything in my power to ensure it tracks properly - i.e. clean browser, no VPN, no plug ins
No reason for me to try anything funny anyway given this was a CR exclusive

Its $20 and I will move on.
But judging from many others posting here, I'm not the only one suffering from the poor tracking system of CR
In many cases the casback is actually is the deciding factor whether we make the purchase or not. Shame it can be brushed off like that.
If CR can be improve, great. If not, consumers will find better options or simply not make our decisions to purchase based on cashback promos.

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Comments

  • +8 votes

    I've found your details from previous correspondence. Contrary to your claim in the OP, this was not a regular transaction. It was a cashback claim that's been attributed by ASOS to another publisher. We sent a claim to them on your behalf, and they've declined the claim stating Cashrewards was not last click, so neither of us were paid for your purchase.

    • +3 votes

      Would you be able to elaborate a bit more on this?

      If there's a special promotion happening where CR is offering 20% and the vendor says it's been attributed to another… Wouldn't it be arguable the the rational customer would have used CR?

      I've had this reason being provided before and just wondered why CR can't push to say it should be attributed to the promotion.

      • +7 votes

        No, not necessarily - a click is not attribution. Cashrewards needs to be last click before purchase for attribution and payment to be given to us by any advertiser. If a member clicks out from Cashrewards but has plugins like Honey/uBlock/AdBlock, or has other tabs open navigating away to other sites to check pricing, or clicks competitor sites during purchase (we have many that have tried to double dip)… then attribution will go elsewhere. Advertisers will only ever pay one channel, not multiple.

        I can't begin to tell you the number of people that have attribution go to other affiliates like Honey, OzBargain, Google, Topbargains, PriceHipster etc and then expect the sale to track to Cashrewards. If you keep it simple, you'll likely never have issues. Use a clean browser with no plugins when you click out from Cashrewards without navigating away. Use our app if you find that more convenient.

        • +1 vote

          If rewards show up under 'my rewards', does that mean the cashback has been tracked by Cash Rewards, and the reward will be paid?

        • +2 votes

          Thanks for the response TA

          Obviously from the customer's point of view, CR should be attributed to it and it was in their best interest to use CR given the promotion.
          So assuming that this is the case, if CR needs to appeal or question this to the vendor, can they not get a statement or tick from the customer saying that they attribute the purchase due to CR's promotion?

          • +2 votes

            @Unorthodox: ASOS may have already paid out to whoever their system attributed the sale to.

            •  

              @MrHyde: Yep - turns out the OP has left out some details regarding the timing and having to lodge a missed tracking.

              For these big CR promotions, CR should lodge a list of transactions (order#, date) they had from the promotion period to the store. Do this at promotion end to have an initial mark for those transactions and then do a recheck later on for any refunds/cancellations etc. At least then they'll have attributed it to CR and any missed claims can be raised early on.

              Easier to reconcile. Better than having to investigate and remediate.

        • +1 vote

          If it's not the last click, I'm not sure how Cashrewards finds out that a transaction has been made. How hard is it for a company to track where the last click came from and send information back to them?

          I can understand it taking months to get the transaction approved to account for returns, but you would think you wouldn't have to wait months on end to find out attribution.

    • +2 votes

      It makes no sense for me to "attribute" this claim to another publisher since this was a 20% exclusive by CR.
      I used a so called 'clean' browser, in this case was chrome incognito where there were no plugins installed.

      What else do you expect of me?

      • +1 vote

        I'm doing my best to help. Please understand you're not the one attributing this to another channel, ASOS is. The fact it was a 20% promo by CR has no bearing on this as we have no idea how you transacted. I will reach out to ASOS in the hope they can provide more details via their analytics and report back here. Also, please consider editing your OP to provide the correct info - contrary to your statement, your purchase did not track normally - and hopefully we'll find out why when/if ASOS (UK based) gets back to me. Thanks.

        • +1 vote

          contrary to your statement, your purchase did not track normally

          To clarify, after the purchase OP did not receive a tracking email. Is this what you meant here?
          If this is the case, then OP has no leg to stand on in their claims above.

          If, on the other hand, the purchase tracked immediately, and then five months later ASOS denies the cashback (*), I would be just as pissed as OP knowing they followed the correct purchase workflow (i.e. clean environment, no AdBlock, etc.)

          (*) Assuming no returns or modifications to the order in the mean time.

          • +8 votes

            @DoctorCalculon: OP did not receive a tracking email on purchase date of 12/11/20. OP then lodged an untracked claim via ticket 408800 on 27/11/20, some 15 days after purchase. As is normal process with claims, the transaction was then manually added to his account on 01/12/20 pending investigation from ASOS. Once ASOS responded with confirmation the transaction was attributed to another channel, they declined the claim and associated commission & cashback. Thanks.

            •  

              @tightarse:

              OP did not receive a tracking email on purchase date

              Thanks for clarifying. Your explanation is very clear here.

              Obviously the transaction was tracked and I wasnt using any ad blockers.

              Any reason to lie about this, OP? This is a fairly crucial part of the story.
              I usually find Cashrewards track purchases almost immediately, unless it is an order via eBay, Amazon, etc.

              If it doesn't track for me, it is because I have used a discount code outside the Cashrewards system.

              I'll certianly be avoiding CR from now on.

              "certainly"

              Sure, that is certainly your prerogative, OP.
              Just remember we would receive the same response from ShopBack or any other cashback affiliates, if we mess up somewhere. For example, forgetting to switch off VPN during the purchase flow. You are then at the mercy of the merchant.

              •  

                @DoctorCalculon: TA was correct, I checked in my email and yes I actually had to follow up (like on many other occasions with CR) to get this transaction recorded.
                I did however do everything in my power to ensure it tracks properly - i.e. clean browser, no VPN, no plug ins because it was such a significant amount 20%

            • +1 vote

              @tightarse: Quite clear that the purchase didn't track, contrary to what the OP stated. It was a claim. Why resort to lying?

  •  

    Oof that's rough

  • +13 votes

    There has been allot of posts about CR declines in the last few months. Sounds like something may have changed with the way they work.

  • +8 votes

    That's their number one tactic, delaying, blaming us, ignoring, denying, forgetting,… What else do you expect…

  • +1 vote

    Hmmm.. to be fair, it is not reasonable to expect CR to pay out the cashback if it is the retailer rejecting the claim. Is it possible that you have the CR browser plugin and SB plugin both active in your browser? I usually disable one or the other depending which cashback site I want to attribute the transaction to.

    •  

      Was using an incognito browser with no plug ins.
      Impossible to be captured by SB - and i confirmed it's not tracked in my SB account.

  •  

    "Shopback on the other hand is improving significantly where their Chrome extension actually tells you that transaction has been recorded almost instantly."

    That isn't accurate as well, one time I bought from Groupon and that popped up, yet my transaction didn't show up, lucky I took a screenshot of it because they tried to deny me with the usual Debra spiel.

    •  

      … Debra spiel

      Please explain

      •  

        The standard rejection copy pasta

        "Thank you for submitting a missing cashback claim.

        We have investigated and found that the merchant has deemed ShopBack ineligible to earn commissions on this transaction which results in us being unable to pass the cashback along to you.

        There are quite a few reasons why these orders may not be attributed to ShopBack. This includes:

        1. If a user clicks on a Honey, Cashrewards or another chrome extension after clicking from ShopBack
        2. If other web pages (including search sites, social media, store sites, promotional/discount sites) or web browsers are opened after clicking through ShopBack
        3. Clicking through to another page from a banner, pop-up, or advertisement on the store’s webpage whilst shopping
        4. Antivirus/Cleanup or Adblocker applications block or disrupt cashback tracking (Tracking cookies are required to track transaction)

        We want you to earn cashback on every transaction! We’ve listed some pro tips to follow when using a cashback site:

        1. Don’t click on any other extensions such as Honey, Cashrewards or Qantas
        2. Start with an empty shopping cart before you click through to ShopBack
        3. Use an incognito window (This would prevent the storing of corrupted cookies)
        4. Only use discount/promo codes listed on ShopBack
        5. Do not purchase items under the exclusion list

        ShopBack awards cashback on your transactions on the basis that the merchant attributes your order to ShopBack and pays us a commission, they are the deciding party on a sale being attributed to ShopBack.

        We hope these tips and tricks will help you in getting your next (and subsequent) Cashback tracked successfully. Feel free to reach out to us at any time should you have any further questions.

        Regards,
        Team ShopBack "

        •  

          Ahhh yes, I've received those emails as well.

          I've not previously seen those type of emails referred to as a Debra spiel though hence my query. Did a Karen come up with this ref? 🤔

  • -1 vote

    So when is Cashrewards/Shopback going to have a 50% off Book Depository?

  • +2 votes

    I've had "tracked clicks", that you can actually see in Click History get declined after submitting a claim.

    Gave up with CR tbh

    • +1 vote

      I think you're misinterpreting what a 'click' signifies. A click is nothing more than notification that you clicked out from a particular store on CR - it does not necessarily mean you went on to purchase anything. Feel free to test it - click 'Shop Now' from any store (without buying) and you'll immediately see it in your Click History. We have no idea how you transacted beyond that - if your purchase didn't track, it's almost certainly due to reasons I've outlined above.

      •  

        I understand but in my situation, I did provide all the evidence that I did follow through with a purchase then got declined based on 'me having adblock therefore click didn't register' even though the registered click is minutes away from the time of the transaction, but then after get told it's the Vendors fault, not matter the precautions taken it's always the user or vendors fault.

        • -1 vote

          'me having adblock therefore click didn't register'

          Meaning the click didn't register with the advertised store, not Cashrewards. If by your own admission you had an AdBlocker running, then that plugin would have killed the tracking cookie from Cashrewards to the store. This is the reason it didn't track and would have been attributed (and paid) elsewhere. Please feel free to PM me if you'd like to discuss further. Thanks.

          • +1 vote

            @tightarse: This was a substantial rebate I take all the necessary precautions when it's a bigger cashback, so no adblock was enabled (not clear last comment)

            But all good I followed through to the end with the rep that concluded it was beyond CR control and blamed the vendor.

            • +5 votes

              @Godric: Your call - but if possible, I'd like you to please PM me your CR email address and ticket number. I want to follow through with this, and will write to the store personally if you'd allow me. I just want you to see I'm being as openly honest and transparent as I could possibly be. Thanks.

              EDIT: By the way, I see you're running a VPN. That's another issue right there with tracking - just fyi :)

              •  

                @tightarse: Yes, i am very aware there's a large list of potential conflicts that can excuse CR from for filling a cashback that will be used to fall on, including blaming the vendor which was the conclusion the rep i dealt with came to, thanks.

              • +3 votes

                @tightarse: Well done TA its sad to see a long time member and deal poster like yourself getting attacked/accused like your hiding something .
                As my mum likes to say keep your chinup ……

                •  

                  @Twodogs: This post is not meant to attack TA nor have I posted anything implying so.
                  I have posted my experience including doing everything in my power to ensure it tracks properly - i.e. clean browser, no VPN, no plug ins

                  No reason for me to try anything funny anyway given this was a CR exclusive

                  Its $20 and I will move on.

                  But judging from many others posting here, I'm not the only one suffering from the poor tracking system of CR.

                  In many cases the casback is actually is the deciding factor whether we make the purchase or not. Shame it can be brushed off like that.

          •  

            @tightarse:

            This is the reason it didn't track and would have been attributed (and paid) elsewhere

            If the affiliate tracking cookies are killed due to AdBlock or due to third-party cookies being blocked by the browser, then that purchase will go through unattributed, no?

  • +6 votes

    What we really need is for there to be a new standard for cashbacks. Have a voucher based system or a question asked at check out where the purchaser has to enter a code that signifies who to attribute the sale to.

    I can see it helping sites like CR and SB; but making it worse for other sites like blogs, instagram where people follow links to arrive at a site and then purchase.

    • +2 votes

      I agree… Too many variables between customer and the store… VPN, ad blocker, plug-ins or add-ons…

      Let's say we can log into CR and click a button to generate an individual code valid for 1 minute or so…

      Then, we use this code when buying and receive the discount straight away, and the store knows that the coupon code was generated by CR. Therefore, the store and CR know how much the store should give to CR.

      I've bought things only because there was cash back from CR or SB… For example, a VPN 93% Off… I wouldn't purchase without a significant discount.

      Another example… If I wanna buy something from TGG, and can choose between CR 10% cash back or 8% gift cards, I would choose CR. However, if tracking doesn't work, for whatever reason, I missed the opportunity to have 8% OFF using gift cards. That'd be infuriating…

      Why can't the cash back companies use a more reliable system (coupon codes)? Genuine question… Why the cash back system is better than a coupon system for companies such as CR?

      •  

        Why can't the cash back companies use a more reliable system (coupon codes)?

        Why can't the stores use a more reliable system* FTFY. They're using affiliate networks that use tracking cookies and other things to track your purchase. It's not CR.

        •  

          Both: stores and CR… Why can't they sit together and find a reliable way to track an order, or implement a different system, so customers don't stay in the limbo for months until we know if we are going to receive the cashback or not?

      •  

        This.
        So many times the transaction wont track. Ok for small amounts but something like 20% is very annoying.

  • +2 votes

    When I use the cashback app to avoid tracking issue, and it wouldn't track from the same store 2/3 times over course of six months, I wish the CR staff look into it WITHOUT giving the generic "try turn off ad blocker and make sure it is your last click" im using your app without AdBlocker, bro. Following all your steps like passing through the Suez canal. Please don't send me the "helpful" advice and toss vendor side issue aside. Kthxbye

  • +2 votes

    I think cashback in general must be plagued with tracking problems. I actually believe OP as I have had some strange things happen with cashback eg transactions have tracked when I didn’t even select a cashback provider. If my browser can remember I clicked on cashrewards a week before what is stopping a transaction being attributed to a different publisher. Recently I clicked on the cashback promo that cashrewards had for amaysim. Like others it didn’t track. I have used the app and even screen recorded it and still didn’t track.

  •  

    Any risk using the back button while shopping on a store?

  •  

    Is there a way to check by looking at your list of cookies in the dev console of the browser?

  • -3 votes

    Surely the business model of cashback is that on occasion they hold onto the cash.

    Wouldn't make sense otherwise.

  •  

    I've had Cole FlyBuys attempt to scam me… went straight to Head Office. They were changing the goal post as I spoke. I cited their own contract conditions exposing as they spoke how ridiculous their excuses were. They eventually relented when I threatened to have my solicitor look into it.

    •  

      For $20 not worth my effort though.
      Hopefully this post highlights the flaws CR has and something will be done about it although I’m not holding my breath.
      We are all smart enough to take our business elsewhere which contrary to some others experience, my experience with ShopBack has been significantly better.

  • +2 votes

    I've had no issues with cash rewards. Shopback on the other hand…I'm done. Debra can suck it.

  • +2 votes

    Obviously the transaction was tracked and I wasnt using any ad blockers.

    I checked in my email and yes I actually had to follow up (like on many other occasions with CR) to get this transaction recorded.

    Doesn't sound like the transaction was tracked.

    Apart from Amazon, what I do is shop normally and add everything to cart. Like most people, I'm searching on Google for reviews/prices/videos… etc of various products while deciding what to add.

    You'd be surprised at the number of affiliate advertising publishers out there. Every blog, comparison, review site is an affiliate and fighting for your last click.

    After I've decided everything I want and I'm ready to pay, I go back to CR, click on the link and go straight to the shopping cart and pay.

    I'm close to 5 figures in my Lifetime rewards without any issues

  •  

    I had similar problem with the $5 bonus with +$5 spends.
    My transaction didn't tracked, had to submit a claim. They honoured the claim per their cashback guarantee (most likely because its 20c) but not the bonus $5. When I asked why, they said because my original transaction hasn't been tracked.

    • +3 votes

      I have your details from previous correspondence. The $5 bonus was already credited to your account (dated 10/11/20). Can you please re-check and confirm. Bonuses are always dated the same as the transaction, so you may have missed this. Thanks.

      • +1 vote

        problem solved, thank you very much TA. really appreciate your help.

  • +1 vote

    -$0.81
    Available to withdraw

    This is my Cashrewards balance. Now I owe money to CR, simply ridicilous.

    • +2 votes

      Suddenly $2.49 less in my 'available to withdraw'.

      •  

        It's now back to the correct amount.