Cashrewards wants non existent paperwork for claim

[Deactivated] on 03/06/2021 - 12:35
Last edited 03/06/2021 - 14:59 by 1 other user

Has anyone struck an issue like this with Cashrewards?

Incognito browser, no VPN or ad blocking and fresh cart. Transaction completed within minute of click through yet they have not registered tracking.

This was a transaction for the 30% offer last week so unfortunately it's worth the time to chase down.

When opening a claim the necessary week later and sending all info and order confirmation, Cashrewards support is now insisting they need an order confirmation that shows the time and payment method. I have explained that the order confirmation sent (print to PDF of email confirmation) is the only confirmation received from First Choice Liquor and I cannot control the information they do or do not include upon it.

Nevertheless Cashrewards is insistent they need a copy of a non existent order confirmation which show the time date and payment method.

They have the order confirmation and all of the required information so insisting they need a document which they know does not exist is concerning. Several back and forth communications and they continue making the same request despite having all the pertinent information already.

So has anyone else struck these kind of blocking tactics when dealing with Cashrewards support?

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closed Comments

kerfuffle on 03/06/2021 - 12:38

+7

Can’t you PDF the e-mail with the information that tells you what time the e-mail was sent to you?
- [Deactivated] on 03/06/2021 - 12:45 Comment score below threshold.
Store Reptightarse @ Cashrewards on 03/06/2021 - 12:38

+15

Please turn on messaging and PM me your ticket number so I can look into this. Don't believe a forum post is warranted. Thanks.
- [Deactivated] on 03/06/2021 - 12:44 Comment score below threshold.
  - Store Reptightarse @ Cashrewards on 03/06/2021 - 12:48
    
    +10
    
    The document does exist, and I'm trying to help. All we need is this, which you should have. If you drop the ticket number here as a comment I can look into it. Thanks.
    - [Deactivated] on 03/06/2021 - 12:50
      
      -4
      
      Its been sent with the initial claim and afterwards via email.
      - Store Reptightarse @ Cashrewards on 03/06/2021 - 12:50
        
        +3
        
        @[Deactivated]: As I said, please provide the ticket number. Thanks.
        
        [Deactivated] on 03/06/2021 - 12:53
        
        -3
        
        @tightarse: 504400
        
        Store Reptightarse @ Cashrewards on 03/06/2021 - 12:58
        
        +15
        
        @[Deactivated]: Thank you. Contrary to what you've stated above, you've not provided any evidence of the email, or in fact a screenshot showing the time the email order confirmation was sent to you. You've sent a screenshot of the order, but chopped off the top part of the email. The link I provided earlier clearly shows the timestamp and from/to fields at top. You've removed these from the invoice you provided. We need to know the time of the order as this is required by us to lodge the claim on your behalf to Coles Group. Thank you.
        
        [Deactivated] on 03/06/2021 - 13:04 Comment score below threshold.
        
        Store Reptightarse @ Cashrewards on 03/06/2021 - 13:11
        
        +4
        
        @[Deactivated]: I have no idea why you're trying to make this more difficult than it should be. We need evidence of the time of purchase. Providing us with a screenshot of the order minus the timestamp is useless - Coles will outright reject it. Twice in your ticket responses you've stated the time and date of purchase by simply typing it, but we need proof (screenshot). If you want to provide that, then great, we'll lodge the claim. If you don't, I'll simply close the ticket and move on. Thank you.
        
        [Deactivated] on 03/06/2021 - 13:14
        
        -3
        
        @tightarse: Not me trying to make it difficult. If the email headers were required then it would be a simple process to make that clear or have support ask for it in one of the several emails.
        
        Store Reptightarse @ Cashrewards on 03/06/2021 - 13:15
        
        +4
        
        @[Deactivated]: The offer of help was there. I volunteered it, but you obviously want this to drag on. Please now follow up via the ticket. Thank you, and enjoy the remainder of the day.
        
        And for transparency, the Member Services quotes from your ticket:
        
        After checking up on your documentation, I have noticed that it does not show the order date. Please send through a copy of your order confirmation email showing your order number, order date and payment information so I can further investigate your untracked transaction.
        
        [Deactivated] on 03/06/2021 - 13:19 Comment score below threshold.
        
        Store Reptightarse @ Cashrewards on 03/06/2021 - 13:22
        
        +8
        
        @[Deactivated]: This will be my last response. At what stage was any blame placed on the user please? I've tried to be nothing but helpful. Contrary to what you believe however, you have not provided what was requested. I'll put the ticket response here one more time for transparency. Please follow up with our Member Services team for resolution. Thank you.
        
        After checking up on your documentation, I have noticed that it does not show the order date. Please send through a copy of your order confirmation email showing your order number, order date and payment information so I can further investigate your untracked transaction.
        
        jimbobaus on 03/06/2021 - 13:53
        
        +8
        
        @tightarse: You have more patience than i do
        
        [Deactivated] on 03/06/2021 - 14:28
        
        -3
        
        @tightarse: Well trained army you have here. I haven't heard back from support but I give up.
        
        [Deactivated] on 03/06/2021 - 13:27
        
        -5
        
        @tightarse: At this stage "Contrary to what you've stated above, you've not provided any evidence of the email".
        
        And yes the Order Confirmation is the body of the email. Even your example does not show payment information so they were knowingly requesting information which could not be provided.
        
        At no stage have email headers been requested. It would be a simple matter with support if they asked for that.
        
        [Deactivated] on 03/06/2021 - 13:15
        
        -7
        
        @tightarse: To be clear the is no screenshot or editing. It if a full pdf print of the body of the email. Headers or email have never been requested in multiple communications.
rompastompa on 03/06/2021 - 13:10

+6

So has anyone else struck these kind of blocking tactics when dealing with Cashrewards support?

No, but I don't see that CashRewards are being the difficult one here..

They obviously need the timestamp to follow it up with the vendor, and have asked that from you. It's possible they needed to be clearer on the initial request, but you have quite clearly stated that the timestamp is not on the body of the email so a screenshot of the full email with the timestamp is required.

Just give them a screenshot, including the timestamp, and let them follow it up with the vendor. I don't believe any cash back sites have any visibility of the order information, besides the initial handshake.
- [Deactivated] on 03/06/2021 - 13:12
  
  -2
  
  Email timestamps and headers have never been requested but the time has been provided. If they required email headers then it would make sense to ask for that rather than asking for different information surely
  - kerfuffle on 03/06/2021 - 13:16
    
    +2
    
    Don't know what program you use to make your PDF e-mails, but I just tried to print an order confirmation and what appears as the very first thing?
    
    From:
    Sent:
    To:
    Subject:
    
    Not sure why you're being so difficult about it.
    - [Deactivated] on 03/06/2021 - 13:17
      
      -3
      
      Not difficult but not the default settings for people who print a lot of emails. The headers and email have never been requested.
      - kerfuffle on 03/06/2021 - 13:18
        
        +1
        
        @[Deactivated]: Why don't you show us an example of what YOUR e-mail looks like minus your personal information so we can see for ourselves? Clearly there's something wrong with your print settings.
        
        [Deactivated] on 03/06/2021 - 13:21
        
        -1
        
        @kerfuffle: Nothing wrong with the print settings. I have said all along it was a full print of the body of the email.
        
        kerfuffle on 03/06/2021 - 13:34
        
        @[Deactivated]: And as I said, I don't get how your print settings don't have
        
        From:
        Sent:
        To:
        Subject:
        
        as the very first thing when you hit Ctrl+P or whatever the Mac equivalent is.
  - rompastompa on 03/06/2021 - 13:16
    
    +2
    
    They probably deal with 100's of vendors, some probably have timestamps within the order confirmation.
    
    You sound pretty knowledgeable, so you could have quite easily worked it out without this post by asking a simple question to their support: "Order confirmation doesn't include a timestamp, will email headers suffice?".
    - [Deactivated] on 03/06/2021 - 13:23
      
      Support was asking for different and specific information.
      - rompastompa on 03/06/2021 - 13:26
        
        @[Deactivated]: OK, let me reiterate:
        
        You could have quite easily worked it out without this post by asking a simple question to their support: "Order confirmation doesn't include an order date, will email headers suffice?".
        
        [Deactivated] on 03/06/2021 - 13:28
        
        -1
        
        @rompastompa: Once again that was not what was asked for. Support repeatedly asked for the order confirmation which shows time date and payment information.
        
        rompastompa on 03/06/2021 - 13:43
        
        @[Deactivated]:
        
        Support repeatedly asked for the order confirmation which shows time date and payment information.
        
        Yes, and where is the order date on the emailed confirmation order? That's right, on the email!
        
        After checking up on your documentation, I have noticed that it does not show the order date. Please send through a copy of your order confirmation email showing your order number, order date and payment information so I can further investigate your untracked transaction. - Source
        
        I think you need to take a few minutes and get some fresh air, and forget about whatever you're trying to prove here. You have your answer.
        
        [Deactivated] on 03/06/2021 - 13:45
        
        -4
        
        @rompastompa: Email headers and the email are different things. I don't need fresh air. I don't know why you feel the need to attack and troll here. Carry on and downvote the rest of the comments too.
        
        rompastompa on 03/06/2021 - 13:46
        
        @[Deactivated]:
        
        Carry on and downvote the rest of the comments too.
        
        Can't, I used them on other comments earlier today :`(
        
        Edit: Oh, I had one spare for your comment above ;)
        
        [Deactivated] on 03/06/2021 - 13:48
        
        -1
        
        @rompastompa: Much appreciated. Came to OB for help from the community and feelin' the love.
        
        rompastompa on 03/06/2021 - 13:58
        
        +2
        
        @[Deactivated]:
        Summary
        
        CR: "After checking up on your documentation, I have noticed that it does not show the order date. Please send through a copy of your order confirmation email showing your order number, order date and payment information so I can further investigate your untracked transaction."
        ChrisoS: "It's <copy/paste>"
        CR: "Please send through a copy of your order confirmation email showing your order number, order date and payment information"
        ChrisoS: Creates OzB post
        CR Rep: "Please provide me with ticket number"
        ChrisoS: "No, you're not the gatekeeper"
        CR Rep: "Please, I'm trying to help. We need it like this <provides example>"
        ChrisoS: "I send through a PDF of exactly the email body sent to me"
        CR Rep: "We need the order date to send to the vendor"
        ChrisoS: "You should have asked for the order date"
        CR Rep: "After checking up on your documentation, I have noticed that it does not show the order date. Please send through a copy of your order confirmation email showing your order number, order date and payment information so I can further investigate your untracked transaction."
        ChrisoS: "You're blaming me!"
        CR Rep: "After checking up on your documentation, I have noticed that it does not show the order date. Please send through a copy of your order confirmation email showing your order number, order date and payment information so I can further investigate your untracked transaction."
        
        And yes, I'm now trolling, but my initial comments were genuine. You can see how easily this thread was avoidable, right?
        
        [Deactivated] on 03/06/2021 - 14:27
        
        +1
        
        @rompastompa: I'm glad you could use your time so productively
Drakesy on 03/06/2021 - 13:28

+8

OP cooked it.
- [Deactivated] on 03/06/2021 - 13:29
  
  -1
  
  I don't even know what this means 🤷‍♂️
Ughhh on 03/06/2021 - 13:40

O.o

If the confirmation pdf doesnt have a date and timestamp, then find somewhere in the email that does show time and date…?
Think outside the box.
[Deactivated] on 03/06/2021 - 13:43

It was not requested. Support kept requesting information in a format which does not exist. I don't see the point in sending random information if they want the order confirmation to show both the time/date and payment information when it does not.
- kerfuffle on 03/06/2021 - 13:44
  
  +1
  
  Prove it doesn't then by showing us your order confirmation as it was sent to CR. You wanted help, but how are we supposed to help you if you don't show us what you sent to CR so we can see for ourselves?
777 on 03/06/2021 - 13:43

+5

Dude, TA himself wants to help you and honestly you being very difficult, just move on if you not willing to support your case
- [Deactivated] on 03/06/2021 - 13:47
  
  Not me being difficult. Support repeated asked for different and specific information which could not be provided.
  - 777 on 03/06/2021 - 14:44
    
    It will take your literally 5 seconds to provide information that is required there, stop procrastinating and wasting everyone's time
    - [Deactivated] on 03/06/2021 - 14:46
      
      No it won't. The payment information on the order confirmation does not exist. TA or CR support have not confirmed that it is not required.
Cyphar on 03/06/2021 - 13:44

+5

Not sure why you're still being so stubborn. All you need to do is take a screenshot with the timestamp. Yet you keep arguing that you don't have to which leads everyone to suspect you're faking it.
- [Deactivated] on 03/06/2021 - 13:46
  
  Ok timestamp aside. How do you propose showing the payment information they are insisting needs to be on the order confirmation?
  - anzacpaul on 03/06/2021 - 13:51
    
    Did you receive the same email as TA posted earlier in the thread?
    
    https://files.ozbargain.com.au/upload/27551/89374/capture.jp…
    
    That is literally all they are asking for.
    - [Deactivated] on 03/06/2021 - 13:57
      
      No support was specifically asking the order confirmation to show payment information. If they wanted header they it could have been provided
  - kerfuffle on 03/06/2021 - 13:52
    
    By printing the e-mail properly as a PDF (tip: it will be multiple pages) and not as a screenshot of the body of the e-mail as a PDF.
  - solidussnake on 03/06/2021 - 14:13
    
    Couldn't you just put print screen, go to paint save as jpeg and send ????
    - kerfuffle on 03/06/2021 - 14:29
      
      That's probably what OP did, rather than printing the e-mail as a PDF; that's why there's no e-mail header which is literally the first thing that shows up when you print an e-mail. But we don't know for sure 'cause OP won't post what they sent to CR here.
zonra on 03/06/2021 - 13:48

+6

You seem pretty gungho for no apparent reasons other than making it harder for yourself and whoever from CR having to deal with you.
You asked CR for help and a solution has been given.
You came to Ozbargain for members' consensus and and it seems you've now got them.

Just give CR what they've asked for if you want your cashback, forget what that first email may have said.
teacherer on 03/06/2021 - 13:51

+1

This is hilarious
- [Deactivated] on 03/06/2021 - 13:52
  
  I concur
[Deactivated] on 03/06/2021 - 13:51

Yes I asked CR for help and no solutions were not given. They continued to ask for information in a format which did not exist.

I asked OB for help and people are giving half ideas that do not address the fact that it does not cover what CR were saying they needed to proceed with a claim.
- anzacpaul on 03/06/2021 - 13:53
  
  +3
  
  I think you need to re-assess.
  
  Literally every other person in this discussion understands what CR and TightArse have asked for.
  
  YOU are the only one that doesn't understand.
- Payne on 03/06/2021 - 13:56
  
  Yes or no: Did you receive an Order Receipt email from First Choice Liquor?
- zonra on 03/06/2021 - 13:57
  
  +1
  
  What part in providing a screenshot with time stamp do you not understand?
  It's been repeated and repeated multiple times across TA's and members' responses.
  Give it to them and get the cashback you deserve, or move on with your day and never use CR again if you so wish.
  
  Also, I have no idea why you'd cropped out the timestamps in your initial dealing with CR, personally that seems pretty dodge but it's not my call.
  - [Deactivated] on 03/06/2021 - 14:14
    
    A screenshot a with a timestamp was never requested from support. They requested the order confirmation itself show both the time and payment information.
- Richfield on 03/06/2021 - 14:25
  
  Yes I asked CR for help and no solutions were not given.
  
  Glad we cleared that up then.
[Deactivated] on 03/06/2021 - 13:53

How do you propose the order confirmation is to show payment information?
- kerfuffle on 03/06/2021 - 13:54
  
  Edit: He has a point. I'm looking at my Order Confirmation from First Choice and it's not there.
  - [Deactivated] on 03/06/2021 - 13:56
    
    There was never a screenshot. TA used that term incorrectly and accused me of also editing. It was as stated several time a full pdf print of the body of the email. Headers were never asked for. I was told I needed and order confirmation showing date date and payment information.
    - kerfuffle on 03/06/2021 - 13:58
      
      And I don't get how your version of the 'full PDF print' doesn't tell you what time the e-mail was sent. Why don't you post it to prove you right and everyone else wrong?
      - anzacpaul on 03/06/2021 - 13:59
        
        +5
        
        @kerfuffle: My guess is because the time the order was purchased doesn't qualify for the cashback and OP was trying to claim something they weren't entitled to.
        
        [Deactivated] on 03/06/2021 - 14:03
        
        @anzacpaul: The time of the order qualifies. I can provide the headers but they were never asked for. Support continues asking for the order confirmation to show both the time date and payment information. All of which is not included of First Choice order confirmation. There was a bigger issue at hand and no reason for me to guess I could just send them headers which in itself would not solve the request.
  - [Deactivated] on 03/06/2021 - 14:00
    
    Exactly. I don't know why everyone is so caught up on other information here and not focused on the fact that they were insistent that the order confirmation needed to show something it does not. You can understand why I wasn't at that stage focused on sending them headers they had not requested when there was a bigger issue at hand.
    - kerfuffle on 03/06/2021 - 14:02
      
      The only issue at hand is you not providing what we want to see i.e. the Order Confirmation that you sent to CR that you claim has the order date on it, but they claim it doesn't. We want receipts (literally); otherwise, how do you expect us to help you if we don't have all the information on hand?
      
      I assume you don't work as a lawyer …
      - [Deactivated] on 03/06/2021 - 14:06
        
        @kerfuffle: I have literally never claimed the order confirmation contains dates. I have specifically said it does not contain time, date or payment information. Support was insistent that the order confirmation needed to contain all of this information for them to proceed.
        
        kerfuffle on 03/06/2021 - 14:09
        
        @[Deactivated]:
        
        They have the order confirmation and time and keep requesting a document which does not exist.
        
        You said this?
        
        [Deactivated] on 03/06/2021 - 14:10
        
        @kerfuffle: "and time" yes they have been sent the time. I did not say it was in the order confirmation because it is not.
        
        kerfuffle on 03/06/2021 - 14:16
        
        @[Deactivated]: How have they been sent the time if it wasn't in the Order Confirmation?
        
        [Deactivated] on 03/06/2021 - 14:17
        
        @kerfuffle: Email to support.
        
        kerfuffle on 03/06/2021 - 14:19
        
        @[Deactivated]: So you literally wrote something like I ordered this at 2:28 p.m.? No wonder they were all no we need something more substantial.
        
        Why won't you post the Order Confirmation as you sent it to CR? It's been asked multiple times. Instead you're just being (as everyone else pointed out) difficult. I'm trying to help you, but it's hard to if you won't reciprocate by providing literal receipts.
        
        [Deactivated] on 03/06/2021 - 14:21
        
        @kerfuffle: On phone now and not about to start posting personal receipt.
        None of the solutions here either read and acknowledge the problem and most are just blatant personal attacks. I give up on this thread
        
        kerfuffle on 03/06/2021 - 14:26
        
        @[Deactivated]: I did say to blank out your personal information. Pays to read what people say, especially if seeking assistance.
        
        [Deactivated] on 03/06/2021 - 14:27
        
        @kerfuffle: I am no longer thanks
    - jaejae69 on 03/06/2021 - 14:41
      
      You are literally the only person here hung up over pedantically trying to call out the wording use by support.
      
      If you had actually just used your brain for half a second, it’s not difficult to understand that support is simply asking you for some form of evidence of payment time and date. I guaranteed your issue would’ve been solved in half the time you’ve wasted here, had you just sent the email header instead of carrying on with this malicious compliance BS.
      - [Deactivated] on 03/06/2021 - 14:42
        
        @jaejae69: Support was clear in what they needed to proceed. Sending random other information is just counterproductive
        
        jaejae69 on 03/06/2021 - 14:48
        
        @[Deactivated]: Yep support was clear as day you’re right about that. You’re the one who is confused.
        
        [Deactivated] on 03/06/2021 - 14:49
        
        @jaejae69: I'm not confused
djones145 on 03/06/2021 - 14:00

+3

NO SOUP FOR YOU!

NEXT
- [Deactivated] on 03/06/2021 - 14:00
  
  -1
  
  Im pretty sure that's what TA said
onetwothreefour on 03/06/2021 - 14:06

thank you OP, I needed a laugh today hahaha
pufffdragon on 03/06/2021 - 14:06

Cash rewards can be difficult to deal with. Sometimes it works, sometimes it doesn't. I made a large purchase that had 5% cashback. I had all the proof, emails, receipts, no tabs open, no adblocker etc, and even the time of purchase matched the history on my cash rewards account. Still got screwed though.
- [Deactivated] on 03/06/2021 - 14:07
  
  Thanks Puff! Best get ready for the army of downvoters though.
[Deactivated] on 03/06/2021 - 14:06

Glad I could be of service.
spackbace on 03/06/2021 - 14:07

+10

All the effort here, all the replies, yet you could've had it resolved by now if you just gave TA what he asked for rather than arguing the point…

You're acting like a kid stomping their foot in protest, when the resolution was clearly offered.
- [Deactivated] on 03/06/2021 - 14:09
  
  Ok dates aside support has insisted the need the order confirmation to show payment details which it does not. I cannot resolve that and have not at any stage been offers any from of solution from either CA support of TA on this.
  - anzacpaul on 03/06/2021 - 14:14
    
    +4
    
    yes you have, about 100 posts ago by TA, he literally sent you a screenshot of what you need to provide, and his screenshot does not show payment information.
    
    You're being deliberately argumentative over semantics to your own detriment.
    
    Grow up.
    - [Deactivated] on 03/06/2021 - 14:17
      
      Why so aggressive? It does not match the information that support says they required. Support have still not requested the email header and TA has not confirmed that payment information is not required.
      - zonra on 03/06/2021 - 14:21
        
        @[Deactivated]: Each and every one of your replies further reinforces this point.
        
        You're being deliberately argumentative over semantics to your own detriment.
        
        Seriously OP, if you are doing this on purpose to drag CR name through the mud, it's simply not working.
        If you are not, you need to cool your head, take a few deep breaths, and reassess the next day.
        I mean, if all the responding members are calling you stubborn/difficult, may be try to entertain the possibility that they may be right.
        
        [Deactivated] on 03/06/2021 - 14:23
        
        @zonra: None of the solutions here address the fact that CR support is insistent the order confirmation needs to show payment information. Most of the comments and just personal attacks without reading the issue.
        
        zonra on 03/06/2021 - 14:29
        
        +1
        
        @[Deactivated]: Here's my (and many others', I believe) suggestion:
        - Send CR the actual receipt, with time stamps on email headers (pdf, screenshot etc. your choice)
        - Explain to CR (not to us) that vendor didn't include payment info on receipt, offer to show the transaction on your card (help them help you).
        
        Wait for their response. One or two business days between responses is acceptable imho, this is not a medical emergency.
        Personally, I would have accepted TA's offer early on, as this could have been solved and finalised today, but that's out the window now.
        Think about this before you start getting emotional typing up your next response to CR, as it would only make your case more difficult to resolve.
        
        P/s: just because we're not jumping on the "CR are scammers" bandwagon doesn't mean we're not helping.
      - spackbace on 03/06/2021 - 14:22
        
        +2
        
        @[Deactivated]: Everyone on this post has told you what to do, yet you're too busy replying to actually just do it!
        
        Invoice email you received, including header to show the date and time it was received… Seems simple enough, apparently not.
        
        [Deactivated] on 03/06/2021 - 14:30
        
        @spackbace: It does not solve what support was asking for
Clear on 03/06/2021 - 14:22

+3

Here's an idea. Send support the date/time as TA requested and see what happens. It'll take less time than replying to all the comments including mine.

$10 says OP will disagree.
- [Deactivated] on 03/06/2021 - 14:24
  
  What do you propose for the payment information which support insists is needed?
  - Clear on 03/06/2021 - 14:25
    
    +4
    
    How about you just send this one first and see what happens?

Cashrewards wants non existent paperwork for claim

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