Cashback Not Reporting Correctly Due to Merchant Eligible Items Issue

Youfah Mizzum on 15/12/2022 - 10:17
Last edited 15/12/2022 - 12:34 by 1 other user

Just venting with another Cashrewards stuff up.

Cashrewards had a special 20% cash back with Liquorland which expired yesterday 14/12 midnight.
Only for a particular list of items, mainly beers and ciders IIRC.
So I'm on my lappy, log onto Cashrewards, click through to LL, make my purchase which is a $80 case of a listed item. Ensure all browser settings are correct (y'know, tracking off, allow ads etc)
Apparently the cash back only applies to the excl. GST portion, so the purchase is for $72.72.
And 20% of that is $14.55.
So a few minutes after my purchase I get my satisfying email "Your cashback has been tracked from Liquorland".
And my cash back is only $4.36, I've been diddled out of (over) $10! I only made the purchase because of the 20% cash back.

As an aside, I have a voucher for Dans which I didn't use as the item I wanted wasn't on special.
If I knew I wouldn't get the 20% cashback, I would've just bought from Dans with my voucher some time later when the item comes on special.

I stopped using Shopback because of a similar stuff up a few years back when I was screwed out of $70.
That was for an accommodation purchase for a holiday which cost me well over $2,000 and the cash back never came through.

I don't want to stop using Cashrewards as they have generally been forthcoming with the cashback, but seriously my patience is getting tested.
I know it's only $10, but hey this is OzB right?

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Comments

  • Hybroid on 15/12/2022 - 10:20
    +11

    I only made the purchase because of the 20% cash back.

    That's where you went wrong. Cashback is a non-guaranteed bonus. Never use it as a basis of making purchase decisions.

    Contact their support and see what they say if haven't already. Could be fixable system error.

    • Youfah Mizzum on 15/12/2022 - 10:21

      Fair enough.

    • Stopback on 15/12/2022 - 10:52
      +3

      Use gift cards instead what could go wrong

    • andresampras on 15/12/2022 - 14:27
      +2

      Never use it as a basis of making purchase decisions.

      I've heard this many times re. cashback systems, and it's never sat well with me.

      If you're on the fence about buying something, then one day you see a promoted 20% cashback….OF COURSE that's going to influence your decision.
      Maybe not the sole reason for making the purchase, but it can be a considerably important factor; particularly for expensive items.

      • Hybroid on 15/12/2022 - 15:20

        What happens if the cashback doesn't track and their response is something went wrong with your link and you're SOL?

        Then you will have paid that 20% extra, so be prepared for that eventuality. Hence, should not influence decision making. Particularly for expensive items imo.

        • andresampras on 15/12/2022 - 16:18

          I agree with the 'be prepared for tracking issues' bit.

          I still disagree with 'should not influence decision to purchase' since the difference, especially for expensive items, can be hundreds of dollars. Which certainly influences my decision to purchase during the cashback period….and I'd wager it's the same for many others.

          If you followed the cashback instructions, purchased via the app, did everything right….and then cashback wasn't tracked, I'd be taking it up with the reps instead of giving up with a sigh and a c'est la vie.

      • brendanm on 15/12/2022 - 22:41

        If you don't understand that cashback fails, after reading it on here a million times, that is on you. Do not use it as a deciding factor in a purchase. Think of it as a possible bonus on a purchase you would have made anyway.

        • andresampras on 16/12/2022 - 10:16

          I do understand that cashback can fail, if you don't fulfil all criteria or in extreme cases if you can't prove beyond reasonable doubt that you've done things right.

          I do see cashback as a possible bonus on a purchase I would've made anyway.

          I also consider large cashback offers (20%, for example) to absolutely be a deciding factor when purchasing expensive items.

          In summary I understand there's a risk, but that doesn't mean it doesn't occasionally help me decide whether or not to make a large purchase. It just means I am extra careful with handling the cashback process on large purchases.

  • Jimothy Wongingtons on 15/12/2022 - 10:20
    +7

    Okay… because it’s not clear in your op, what steps (if any) have you taken to reach out to CR? (And by extension, SB if you still care)

    • Youfah Mizzum on 15/12/2022 - 10:24

      I replied to the email with my issue but don't expect to hear back from them for at least a week or so. I guess my post was just a vent but really the Cashrewards software should just work as expected not needing to rely on disgruntled users to point out the gaps.

      • Jimothy Wongingtons on 15/12/2022 - 10:26

        I would say a majority of transactions must go through fine as both programs are still ticking along fine. I have tagged the respective reps below for both who are both genuinely very helpful.

  • Jimothy Wongingtons on 15/12/2022 - 10:22
    +4

    Paging @gotyourback @tightarse

  • Store Reptightarse @ Cashrewards on 15/12/2022 - 10:27
    +22

    Hi @Youfah Mizzum and thanks for the tag @Jimothy Wongingtons.

    This is a simple fix as I can only assume that Coles Liquor failed to include the SKU in the list of eligible items at 20%. Don't think this was worthy of a forum post, as a message to a rep or a support ticket would have resolved this. Please remember we only report to members what the stores report to us.

    I look forward to receiving a PM with your CR email address, your order number, and a screenshot of the invoice.

    Thanks in advance.

    • Slippery Fish on 16/12/2022 - 10:23

      Lol I always like your replies ta.

  • CodeXD on 15/12/2022 - 10:27

    Interesting, thought 20% would have been posted here but I cannot find CR deal that expired 14/12 midnight.

    Check your invoice, what time did it arrive? That is the date/time CR go by.

  • Youfah Mizzum on 15/12/2022 - 10:33

    Don't think this was worthy of a forum post

    Yeah I guess you're right but I've been burned before not getting a satisfactory response by going through the correct channels internally. Accept my apologies for the public shaming but it would be interesting to know why the cashback was not calculated correctly.

    Sending through the deets via PM shortly. And I appreciate your time & prompt response too.

    • Store Reptightarse @ Cashrewards on 15/12/2022 - 10:35
      +2

      It's a pleasure to true to help.

      but it would be interesting to know why the cashback was not calculated correctly.

      As I said above, I can only assume that Coles Liquor failed to include your SKU in the eligible items list. It will be sorted once I hear back from you :)

  • Davo1111 on 15/12/2022 - 10:44
    +6

    man, posts like this confirm why ozbargainers are the worst kind of customer.

    • Youfah Mizzum on 15/12/2022 - 10:52
      +1

      It's also posts like this which show that the OzB community are ready to help (or flame as appropriate).
      Many thanks to @tightarse for looking into it.

      And I really don't think I did anything poor or wrong by just buying via a cash back portal and expecting the advertised cash back to work. But for all who have responded with constructive comments, thank you.

      • Davo1111 on 15/12/2022 - 10:57
        +4

        What was the time period between you contacting CR and starting this post?

        I'll let you round up to the nearest hour.

  • Stopback on 15/12/2022 - 10:46
    +2

    I know the cash back sites sometimes don't track but the dude gave me a cashback after I bought a expensive laptop and it didn't track.

    Need to use the browser ad on to be certain. And video tape

    • Jimothy Wongingtons on 15/12/2022 - 10:53
      +2

      And video tape

      Wasnt there a post a few weeks ago about a user who literally screen recordered himself checking out and the CS agent instantly denied him anyway…

      • MeesusEff on 16/12/2022 - 05:41

        That was me with ShopBack 😂, uploaded it in YouTube private link and wasn't viewed. Which kinda sh*Ts me as you could see the my password and stuff while I typed it in. But all sorted after GYB stepped in, email support is next to useless though. I only use mobile as well so that they can't use the adblock excuse.

    • andresampras on 15/12/2022 - 14:15

      I see TA has resolved your issue, but just a comment for future - even the browser extension isn't 100% reliable.

      I was told to use the CR app for greater certainty on big purchases.

  • Youfah Mizzum on 15/12/2022 - 11:44
    +3

    Well, for anyone following I must take my hat off to @tightarse.

    That legend took my details via DM & did some digging around. Apparently there was some kind of issue with Coles Liquor (aka Liquorland) reporting the sale incorrectly.
    Anyway, not only has he corrected the cashback amount, but he approved it too!

    I'd call that a successful outcome & gives me confidence to not only keep using Cashrewards, but also recommend to others.

    Fantastic service from @tightarse

    • Store Reptightarse @ Cashrewards on 15/12/2022 - 11:45
      +6

      Merry Christmas :)

    • Jimothy Wongingtons on 15/12/2022 - 12:06
      +1

      feel good story to round out 2022

  • Fergy1987 on 15/12/2022 - 13:22
    +1

    Had something similar with Shopback - I tried a different approach of just yelling at them that their cashback rejection emails were incorrect over and over again and then one day - the cashback arrived.

    Embrace your inner Karen.

    • andresampras on 15/12/2022 - 14:16

      You got lucky, despite your methods.

      • Fergy1987 on 15/12/2022 - 14:17

        they are tried and tested methods - works with the bank too

        • andresampras on 15/12/2022 - 14:20

          Repeatedly yelling at people to get what you want is not a healthy way to live IMO.

          But I guess if it ain't broke….

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