ShopBack Haven't Returned $750 from Double Transaction for Gift Card Purchase Due to Network Error

Lthisismyusername on 16/03/2023 - 22:20
Last edited 17/03/2023 - 09:30 by 1 other user

TLDR: Shopback won't return $750 they overcharged me after admitting it was their issue

On the 7th of December 2022 I attempted to purchase $750 worth of gift cards from ShopBack, through their app.

While the transaction was being processed there was an error in the app saying it had failed and to try again. I did that and afterwards noticed that the transaction had gone through twice and I have $1500 worth of gift cards instead of the $750 I wanted and I'd been charged twice.

I immediately contacted them to let them know and after a long wait and a bunch of back and forth emails they finally admitted they were at fault:

"I have received an update from our relevant team on this and they confirmed there was a network error on our end hence your transaction has gone through twice."

(This was more than a month later on the 17th of January)

Since then I've had a bunch of emails from them saying that they're waiting to hear back from the company that I purchased gift cards from and so they haven't refunded me because of that.

I'm curious what my options are to get my money back from them? Basically they've stolen $750 from me and are refusing to return it. I don't think I should have to wait for a refund while they try to argue with some other company.

General Discussion Gift Card

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Comments

  • cashless on 16/03/2023 - 22:28
    -6

    Basically they've stolen $750 from me

    The only thing they’ve stolen is your ID.
    The cashback is your risk

    • thisismyusername on 16/03/2023 - 22:38
      +2

      It's not that they haven't given me cashback. I was paying for something and they double charged me.

      • randomusername2017 on 16/03/2023 - 23:17
        +5

        Duplicate purchase rather than a double charge.

    • cookie2 on 18/03/2023 - 06:38

      Pro tip. Actually read before replying.

  • randomusername2017 on 16/03/2023 - 22:29
    +9

    ShopChargeBack

    should get their attention

  • avoidfullprice on 16/03/2023 - 22:49
    +1

    Basically they've stolen $750 from me

    Basically no.

    It is however unfortunate this happens to you

    • djsweet on 16/03/2023 - 23:37
      +6

      Basically yes. They took money they were not authorised to take. That is either a mistake or theft. In either case shopback is obliged to return the money.

      I can’t just take $750 from someone and say, oh hey it’s not stealing because I left $750 worth of carrots on your door step.

      • avoidfullprice on 17/03/2023 - 00:52

        That is either a mistake or theft.

        Mistake, not theft as OP received the gift cards.
        Unauthorised - yes. Stolen no.

        Shopback taking forever to recover the payment from the gift card seller. That is not theft.

        If you indeed take $750 from someone and not give anything in return. Definitely theft. But here you force someone to pay twice as much for double the quantity unwillingly. That’s not theft

        • djsweet on 17/03/2023 - 09:08
          +4

          The point I am making is restitution is required regardless. Shopback taking forever to recover the funds from the gift card company is also not OPs problem. In fact Shopback may not even be entitled to a refund from the gift card company because it was their own mistake.

  • ode1online on 16/03/2023 - 23:11

    Do you have $1500 worth of gift cards or $750 ?

    • xuqi on 16/03/2023 - 23:16
      -4

      "I have $1500 worth of gift cards instead of the $750".

      More like OP trying to extort $750 from 3rd party.

      • MeesusEff on 17/03/2023 - 01:12
        +8

        Bit harsh, I'm sure OP is more than happy to return the $750 gift card in exchange for their money back.

        • DoctorCalculon on 17/03/2023 - 23:54

          Exactly. If OP had redeemed the extra GC, then they would have no standing on this matter.

    • randomusername2017 on 16/03/2023 - 23:17

      I have $1500 worth of gift cards

  • djsweet on 16/03/2023 - 23:36
    +6

    They have taken $750 more than the OP authorised them to take. The fact that they provided gift cards in return is inconsequential. The OP is entitled to the money back and Shopback is entitled to having the gift cards back.

    • randomusername2017 on 16/03/2023 - 23:47

      I did that and afterwards noticed that the transaction had gone through twice

      Technical glitch notwithstanding OP did authorise two separate transactions.

      Interesting MO for shopback to lay the blame elsewhere for both failed cashbacks(merchant) and gift card transactions(3rd party provider - even though shopback is listed as the billing merchant).

      • djsweet on 16/03/2023 - 23:50
        +5

        The authorisation of the second transaction was given based on incorrect information provided by the vendor. Therefore, the consent is not valid. Sure, it was a technical fault, not straight up theft. But either way the vendor has an obligation to refund.

        • randomusername2017 on 16/03/2023 - 23:53
          +3

          Agreed.. and given they've acknowledged their fault can't believe it's still an open open issue with blame shifting involved…

          • avoidfullprice on 17/03/2023 - 01:02
            +1

            @randomusername2017: OP has grounds for refund for as long as that gift card is unopened. This is just taking long by any consumer’s standards. The amount is also not small so is normal for anyone to experience anxiety.

            An unfortunate event

  • smartboss on 17/03/2023 - 02:07
    +3

    I think op should try dispute the transaction from the bank and provide the email evidence.

  • Daniel Plainview on 17/03/2023 - 08:00
    +4

    Assuming all thats been said is factual - OP has a legit beef and I think all of us would feel the same if we'd only meant to order $750 worth of items and inadvertantly had ordered double this due to a comms issue. Not sure why there's so much schadenfreude on such matters?

    Shopback are normally very good - so if you escalate & have no luck with them I'd advise you're going to be forced to seek a chargeback via your bank - perhaps that will get them to resolve fairly.

    Pretty sure that technically as they're the vendor, they should refund you and resolve with the GC provider themselves - thats certainly best practice.

    I am sure it will be resolved to your satisfaction but might require patience, which is a shame but reality of things.

  • Seraphin7 on 17/03/2023 - 08:55
    +4

    OP … push angle that you have not purchased $750 worth of gift cards incorrectly. Therefore, whether the third party is willing to refund them is not your problem.

    Push that ShopBack have purchased the gift cards (albeit with your money). Whether or not the third party is willing to take the gift cards back is an issue between them and ShopBack. They can pursue that at their leisure, but the issue of the return of the gift cards to ShopBack and you can be resolved immediately.

  • brownbag on 17/03/2023 - 08:56
    +2

    I wonder if shopback are taking so long because they know that the OP could all the gift cards. Then the gift card provider would have a complaint against shopback. Therefore they have to make sure that they can be returned unused before refunding. It's not an excuse for taking so long but it could explain the delay.

    • jorf on 17/03/2023 - 09:01

      This is exactly it. Unless the gift cards get cancelled, they can still be used. So Shopback can lose out twice. I get the frustration, but their reasons for not refunding immediately seem obvious.

      • randomusername2017 on 17/03/2023 - 09:44
        +3

        Lack of immediate refund is fair enough..but dragging it out for nearly 4 months after notification.. something is clearly broken.

        • jorf on 17/03/2023 - 09:48
          +2

          Completely agree, and it does become a question of whether Shopback have actually done enough (or anything) to try to get the cards cancelled. The purchaser's transaction was with Shopback, not the card issuer.

    • MeesusEff on 17/03/2023 - 18:27
      +2

      I dont think it takes that long to cancel the gift cards though so the provider could be taking the piss. One time I bought a Swap GC off Amazon, but since they allow you to purchase any amount I just put in $79. But on the Swap exchange there was only certain denominations that you could see only after you put in the GC number. I went back to Amazon and they cancelled the card like immediately and refunded. 4 months though is pretty unacceptable.

  • John Kimble on 17/03/2023 - 09:30
    +1

    You can submit a dispute with your card issuer on the grounds of duplicate processing.

    However I would withdraw any cash back balance in your SB account first in case SB shut down your account.

    Edit: Oh wait, you might be outside the 120 day chargeback window if it was 7th Dec…

  • Store Repgotyourback @ ShopBack AU on 17/03/2023 - 09:48
    -7

    Hey there mate, I'm really sorry to hear this has been an ongoing issue for you, I've had a look into this and can see that it's been a complex one for us as we try and get this resolved, refunding gift cards when we are not the issuer of the cards themselves can be difficult, and we appreciate your understanding of that thus far. I completely understand and agree that the wait here is totally frustrating and not what we want our users dealing with, so do know that we've escalated this to our customer service management team in the hopes that this can be seen to with urgency today.

    • Seraphin7 on 17/03/2023 - 10:31
      +10

      See my post above. ShopBack should do the right thing by OP and arrange for their return to you (not the gift card provider). If you can be satisfied the cards still have full value, you should be able to refund OP. Don't give OP the runaround trying to arrange refunds to you from the gift card issuers before you will refund OP. The issue is ShopBack's systems have failed.

      Assuming these cards still have full value on them, ShopBack needs to secure the cards and refund OP first and then worry about money back from the issuers. ShopBack needs to carry the risk the issuers won't refund, not OP.

    • MondaySleeper on 17/03/2023 - 11:24
      +4

      If it was me, I would have raised it with my Credit Card provider, send them ShopBack's reply and the length of time it has been going for, and ask for a transaction reversal saying I havent authorised the transaction.

      Shame on you ShopBack. Its your mistake, you need to own it. Get the unused gift cards back from user, refund his/her amount.

    • Baysew on 17/03/2023 - 11:29
      +3

      refunding gift cards when we are not the issuer of the cards themselves can be difficult

      Not as difficult as being the ham in the sandwich, as the OP seems to been made into.

    • randomusername2017 on 17/03/2023 - 11:55
      +1

      $3 consolation giftcard incoming

  • lordrupertliverpool on 17/03/2023 - 12:56

    What was the discount? I'm mortified at the idea of buying $750 of gift cards for any merchant, at any discount.

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