[Resolved] Cashrewards Untracked Claim Rejected Due to Code Use Not Listed on Store Page

Daniel Plainview on 26/10/2023 - 10:37
Last edited 26/10/2023 - 11:41 by 1 other user

EDIT: Much thanks to @Tight Arse, matter fully resolved - and I particularly appreciate that he gave me a full and thorough explanation of how this matter occurred and that they've corrected so it won't happen again. I've never seen another store go to this effort, so very much appreciated.

Hi All,

Consider this a PSA/gripe. Longtime Cashrewards user, very familiar with best practice to get your claims approved with minimal hassle etc.

With bushfire season approaching I needed to buy a $1,000 firepump through one of CR's stores, My Generator. 2.1% applied as cashback. I noticed that My Generator also had a $30 discount coupon for new users BUT being a longtime CR user I went to their store page to make sure it didn't state that non-listed coupon codes couldn't be used etc. Which it did not.

So activated and did purchase and applied the coupon code.

CR says a week to track the sale. Not tracked, but shows in my CR click history - so lodged a claim with CR providing invoice etc. They emailed asking if I'd refunded, changed etc the order. I advised no.

Then a few days later CR emailed stating and I quote:

After reviewing your claim, I have noticed that you used a coupon code that is not listed on Cashrewards. I would like to note that the store's cashback tips states that :"You may not be eligible for Cashback: If a coupon code is used that is not listed on Cashrewards." This has resulted in your purchase not being reported in your Cashrewards account as it is ineligible to receive rewards from the store.

Sorry that I could not provide better news for you. I recommend reviewing each store’s special terms and familiarising yourself with our general cashback tips when making future purchases to ensure you will receive rewards.

This was news to me for as stated I'd SPECIFICALLY checked the CR store terms for exactly this - and not seen anything, so in a sanity check I went and checked yet again and sure enough NO such terms did apply for this store at CR. They'd literally made it up and given as a false reason to deny the claim.

I took screenshots of this and emailed back asking CR to explain why they stated this when no such terms were in place at time of the transaction and now - providing the screenshots.

They responded asking only yet again - had I changed, refunded or exchanged the order - which I pointed out I answered in initial email - and no and please to answer my question about false rejection rationale.

2 days later the sent same email yet again….????

So very unsure what to make of it - but they seem to be using the old insurance company tactic of rejecting claims for made up reasons, if the user isn't prepared to fight for it, its 100% profit for them - and if you prove they are making things up they stall and make painful.

Very dodgy as I followed their exact rules and they literally claimed something was there which wasn't - I'd like to think an honest mistake but seems a deliberate tactic to me. Pretty bloody ordinary IMHO!

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Comments

  • loulou1 on 26/10/2023 - 10:42
    -3

    Cashrewards don’t want you to not get paid, if the store doesn’t pay them then they can’t pay you.
    The store is rejecting the claim.

    • Daniel Plainview on 26/10/2023 - 11:01
      +7

      Lets be honest end consumers have no way of knowing IF these referral co's are being paid or not. We can only take their word for it.

  • altomic on 26/10/2023 - 10:48
    +3

    Their terms of use do state -

    Online Offers

    To be eligible to receive Rewards in connection with an Online Offer, you must:

    1-initiate the Eligible Online Transaction by using an Activation Link to the Participating Merchant;
    2-use that Activation Link before making the Eligible Online Transaction;
    3-use that Activation Link in the same session when you make the Eligible Online Transaction (a session includes web browsing, App, mobile website or Notifier activation);
    4-not use any other referral or tracking link for that Participating Merchant between the time when you use the Activation Link and when you make the Eligible Online Transaction;
    5-not use any gift card, coupon or voucher code when you make the Eligible Online Transaction (other than any gift card, coupon or voucher code that is listed or advertised in the Offer terms, on the Website, Notifier or App or otherwise provided as part of the Service);
    6-make the Eligible Online Transaction during the applicable Offer validity period as stated on the Website, Notifier or App;
    7-where stated, complete any other required actions including answering any questions asked; and
    8-where applicable, comply with any Additional Terms.

    • Daniel Plainview on 26/10/2023 - 10:59
      -1

      Yes, but users are referred to the STORE page as stores will vary their conditions significantly. Hence following one overall approach is not recommended, or CR would not have individual store terms and conditions.

      As the email from CR themselves state:

      I would like to note that the store's cashback tips states that :"You may not be eligible for Cashback: If a coupon code is used that is not listed on Cashrewards."

      And yet the stores cashback stated no such thing.

      • altomic on 26/10/2023 - 16:01

        section 177(a) of the QLD criminal code doesn't mention murder is illegal…..

  • Daniel Plainview on 26/10/2023 - 10:55

    Image links for CR's store page which shows NO such terms:
    https://ibb.co/VgF23nF

    https://ibb.co/G5Tkfn0

    I normally give service providers the benefit of the doubt but to say you went and checked and saw something there so cannot pay - when it's not there at all, I can only see as a very deliberate lie to avoid paying. It's not like you could see something that was not there.

    I have shown everthing that CR shows for that store (My Generator) there's no special terms etc - upon clicking on the store terms in the CR browser add-on it takes you to this page only.

  • Store Reptightarse @ Cashrewards on 26/10/2023 - 11:06
    +8

    Hi @Nikko. Please PM me your CR email address and I'll approve the transaction in good will and have terms added to the page. Please note that code use in general is a real issue for cashback sites when not listed, as merchants tend to pay certain publishers only for their use. Not making any excuses, but since moving to the newly formatted merchant pages, we're slowly migrating and adding generic terms to the pages. I thank you for your understanding.

    • Daniel Plainview on 26/10/2023 - 11:10

      Unexpected and very much appreciated. I wish your customer service reps would just communicate properly as I have asked questions to them in nearly a dozen emails now and they either completely ignore them or do not respond.

      I knew this might be an issue - hence I made sure I checked, as I don't want to do the wrong thing by CR, who I have used for years and found to be great.

      Special thanks for a thorough and transparent explanation, this is incredibly rare in service recoveries and i sincerely commend you for it. Much thanks for your handling of this matter - is much appreciated.

      • Store Reptightarse @ Cashrewards on 26/10/2023 - 11:11

        No worries at all. All the best :)

      • [Deactivated] on 26/10/2023 - 11:19
        -1

        Genuinely curious as to why you didn't PM TA to begin with rather than do a vent post?

        [Deactivated] on 26/10/2023 - 11:19 (Collapsed - Offtopic. Show)
        • Daniel Plainview on 26/10/2023 - 11:24
          +3

          Genuine answer - I had no idea what TA's role with CR comprised. So the thought of contacting him, just like with others who are 'reps' to a degree with other stores never crossed my mind - in hindsight, yes I wish I had as clearly there's a lot of integrity in the way he operates, so my mistake and I lost a lot of time and effort trying to remedy through others.

          As stated I've sent nearly a dozen emails to persons I know to be CR staff and gotten the absolute run around, so it wasn't through lack of effort on my behalf. :-)

          • [Deactivated] on 26/10/2023 - 11:33
            +1

            @Daniel Plainview: Really ? You've been an Oz member forevs & you had no idea as to TA's role with CR ?

            • Daniel Plainview on 26/10/2023 - 11:39
              +2

              @[Deactivated]: Yes, I just like to waste my own time.

              How the fudge do I know that he does x,y and z rather than just being essentialy an influencer on here? I don't go reading users profiles, even ones that are very notable, if you or others do, fairplay to you.

              I've literally stated that IF I knew this I'd have just msged him instead of wasting a dozen emails with their custoemr service staff.

              • [Deactivated] on 26/10/2023 - 12:04
                -3

                @Daniel Plainview: You must be the only account here that doesn't know what TA does. Do you not read posts/comments, other than your own?

  • djkelly69 on 26/10/2023 - 11:21

    I went to their store page to make sure it didn't state that non-listed coupon codes couldn't be used etc. Which it did not.

    AFAIK the rule has always been if the code is not listed on their page for that store, you are risking not getting paid.

    • Daniel Plainview on 26/10/2023 - 11:25
      +1

      Every store has different T&C's- thats why CR, cashback etc has individual store pages rather than just one set of rules.

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