ShopBack Consistently Not Tracking Correct Amounts

axloz on 28/06/2022 - 17:43
Last edited 28/06/2022 - 22:02

I'm thinking of cancelling my Shopback membership. Every time there's a promo deal on and I go make a purchase they incorrectly track the amount by a decent margin..

Example 1: New Balance 40% cash back promo, capped at $40 in May 2022.

I purchase a pair of runners for $149; this means I should receive $40 cash back. They track it and it shows up as $28.80. There's no math provided to support this figure..

Example 2: Ebay promo of 22% discount code for plus members, just finished 2 days ago (26 June 2022). Shopback offering 4% cashback on purchases (certain categories excluded).

I purchase a new item for $699 (=$545.22 after the 22% discount). It was not in an excluded category and Shopback supported the 22% code used. So my Shopback amount should have been $21.80 (=4%). They have indicated $5.45 (=1%).

There have been a few others over the past few months..

Does anyone else find this happens as well? Cashrewards has been more reliable so far.

EDIT - Re Example 2 - turns out I'm a numpty - the eBay item I bought was in a 1% category 'for existing ebay users'.. Apologies for any confusion!

General Discussion

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Comments

  • CyberMurning on 28/06/2022 - 17:45

    not new
    next topic please

  • Puglife on 28/06/2022 - 17:49

    Cancelling your shopback membership? 🤣
    It's not a streaming service you pay for…just stop using it if you aren't happy…

  • rektrading on 28/06/2022 - 18:07
    +4

    Shopback and cashrewards makes money by collecting commissions and a) deny claims and/or b) keep forgotten cash back.

    It's nice scam they've got going.

    • axloz on 28/06/2022 - 21:54
      +3

      Yes, surely there's some s52 TPA issues here… The terms 'false and misleading' both come to mind..

  • stirlo on 28/06/2022 - 18:26
    +2

    The cash back is on the ex GST amount excluding shipping which would explain some of the difference…

    • axloz on 28/06/2022 - 21:54
      +1

      Yep - but not the amount I'm seeing…

      Its hardly worth arguing the toss though, as mentioned above, I'll just stop using it.

  • Store Repgotyourback @ ShopBack AU on 28/06/2022 - 18:32
    +2

    Hi @axloz,

    I'd be more than happy to assist you personally if you reach out directly with your account email/order confirmations.
    Taking a quick glance at the info you've provided, here's what I would like to check:

    • New Balance:
      Was any Gift Card/alternative payment method used to split the total value you paid?
      These orders are reported back to our system by the merchant, so New Balance would have likely reported a lesser $ value that we've allocated the 40% on.
      Happy to take a look at this and see what's gone on here.

    • eBay:
      We did not offer a flat 4% rate, we offered "Up to 4%" which means that some items will get 1%, 2%, 3% and some will get 4%.
      These rates are broken down on our eBay ShopBack Page.
      Again, happy to take a look at the product in question and the category it should/did fall under.
      Again x2, these are reported to us by the merchant as our technology doesn't have eyes on your order value/items you purchases/time of purchase. The same applies for our competitors.

    Cheers!

    • axloz on 28/06/2022 - 21:59
      +1

      Thanks for messaging!

      Re New Balance - no gift cards were used. Just a regular purchase.

      Re eBay - I will eat some humble pie here; the item I bought is in a 1% category for existing users. Which the figure equates to perfectly. I'll edit my OP to clarify.

    • bird380 on 29/06/2022 - 01:22
      +1

      I am also having an issue with the recent 40% New Balance Promo. Didn't use any gift card / promo code. The tracked amount is the same as OP i.e. $28.8 with a $149.6 purchase total and the correct amount of cashback should be $40.

      • Store Repgotyourback @ ShopBack AU on 29/06/2022 - 09:27

        @axloz @bird380 Please reach out to me with your account email address with us via DM if you can, I'm more than happy to take a look at what's happened here and do my best to get any errors rectified - the same goes for any community member who is having trouble with cashback amounts or tracking, I'm here to help so please don't hesitate to be in touch.

  • BargainsMadeMeBroke on 28/06/2022 - 19:05

    If it’s incorrect, you could just reach out to them through the app’s chat and they’ll either rectify it for you almost instantly or provide an explanation as to why it tracked an amount you weren’t expecting.

    A few times purchases tracked incorrectly for me and after chatting to a customer service officer via the app, they instantly topped up my account.

    Closing your SB account is doing yourself a disservice in my opinion

  • randomusername2017 on 28/06/2022 - 19:35

    thinking of cancelling my Shopback membership

    …. request a refund…see if that tracks…

    • SF3 on 28/06/2022 - 21:54

      Empty threat me thinks.

    • axloz on 28/06/2022 - 21:59

      Haha, hmmmm…

  • Tee Rex Arms on 28/06/2022 - 20:18
    +3

    Gave up on trashback a long time ago

    • axloz on 28/06/2022 - 22:00

      Yeah its one of those things that makes me spend more on stuff I don't need… But hey, we're on OzB for a reason right? :)

  • ihbh on 28/06/2022 - 22:22
    -1

    Example 1: New Balance 40% cash back promo, capped at $40 in May 2022.

    I purchase a pair of runners for $149; this means I should receive $40 cash back. They track it and it shows up as $28.80. There's no math provided to support this figure..

    So you'd rather get 0 than $28.80?

    • Quantumcat on 29/06/2022 - 07:43
      +1

      He could have bought shoes elsewhere for cheaper, he may have bought them from New Balance due to the cashback.

      • ihbh on 29/06/2022 - 08:15

        It was a bit tongue in cheek; or he could have waited for a deal with CR.

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