Need Advice on Escalating/Resolving ShopBack Cashback Issue (since 6 Weeks Ago and Counting)

Lpanpowa on 13/01/2025 - 14:43
Last edited 14/01/2025 - 16:28 by 1 other user

Hi everyone, I'm dealing with a frustrating cashback issue with ShopBack.

Despite multiple promises of resolution, they've consistently missed their own deadlines. The transaction is marked as tracked, but at the wrong cashback rate, and as a ShopBack Plus customer which supposedly promises "priority customer service" this has been a thoroughly disappointing experience.

Context to my issue: I purchased an oven from The Good Guys on 1 November 2024 during ShopBack Plus Day, which promised an 18% cashback rate. I followed all eligibility criteria, but the cashback tracked at the regular rate of about 1.75%. I've been chasing this since 4 November 2024, with my follow-up emails on 8, 26 November, and 3, 16 December 2024. The last response on 16 December promised resolution by 31 December 2024, but again nothing has been fixed, and my recent follow-ups (3 and 9 January 2025) have also gone unanswered with no resolution as of today still (13 January 2025).

For those who've successfully resolved similar issues, what's the best way to escalate this? Since I'm based in NSW should I start with NSW Fair Trading, or would it be better to involve the ACCC?

Thanks in advance for your help!

Update (14 January 2025): The customer service team has finally responded and promised a resolution within 5 days with the correct cashback rate, which is a positive development. I'll keep an eye on it and see how things ultimately turn out. Fingers crossed.

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Comments

  • Fredfloresjr on 13/01/2025 - 14:48
    +4

    A petition to ban Shopback here. I mean, just fix my Monkey Shoulder cashback FFS! Ain't paying $60 for this drink.

  • buckethat on 13/01/2025 - 14:59
    +2

    Stopped using Shopback a while ago. Always had issues with things not getting tracked, or tracked then getting cancelled some time down the line for no apparent reason.

    Cashreward has always been reliable for me, and is my go to. TopCashBack has been really good too, but not as tested given their age in AU market.

  • Jimothy Wongingtons on 13/01/2025 - 15:14
    +9

    I just don’t bother anymore with any cashback tbh

    • geekcohen on 13/01/2025 - 15:50

      100% with you. More pain than what it is worth. I'm just happy with a discount.

    • Guybrush57 on 13/01/2025 - 16:31

      Same. Stress free environment for us.

    • djkelly69 on 13/01/2025 - 17:07
      +3

      I am quite happy to take their money if I am buying something anyway, just don't buy something only for the cashback (that may never eventuate).

  • Ocker on 13/01/2025 - 16:06
    -2

    Return the oven

    • Some Guy on 13/01/2025 - 18:14

      Too late if it isn't faulty.

      Based on my attempt to return airtags that the a$$holes didn't pay out on (used a code from the vendor), they'll ask for a video or some such of the fault before they'll generate a return.

    • Save 50 Cent on 14/01/2025 - 09:20

      Yeah with a roast chicken in it. That would teach them.

  • mapax on 13/01/2025 - 16:08
    +5

    ADACBHS

    • Chandler on 15/01/2025 - 18:41
      +1

      Another Day Another Cash Back Horror Story; for those wondering, like I used to…

  • jv on 13/01/2025 - 16:29
    -1

    The last couple of times i contacted them, they fixed it within 1-2 days…

  • Some Guy on 13/01/2025 - 18:10
    +3

    It tracked so you know that you clicked right. Just send them a copy of their own email you received advertising the 18% offer, assuming there's no sneaky exclusion or gotcha for that oven in the fine print.

  • Pigey on 13/01/2025 - 18:19

    Any massive cashbacks like that I screen-record the whole transaction.

  • brendanm on 13/01/2025 - 18:35
    -2

    You've been here since 2010, this shouldn't be coming as a surprise to you.

  • AndyC1 on 13/01/2025 - 19:54

    Looks like OP has not been read OZb shop***** issues for the last 2 years at least otherwise OP would have known that they always get their cut by using them first and then…..complaints get posted for help….

  • Downvoter on 13/01/2025 - 20:23

    Petition to ban Trashback etc from this site?

  • niyiaw on 14/01/2025 - 08:56

    Most of my cashbacks have paid out. However the occasional one does get rejected. Their ticket system used to be responsive. However I've had a ticket that's not been resolved for over a month and they just closed the ticket. Replying to the ticket doesn't seem to do anything. It wasn't a large amount so might just have to take the loss.

  • Store Repgotyourback @ ShopBack AU on 14/01/2025 - 11:14
    +1

    We sincerely apologize for the frustration and delay you've experienced with your recent Cashback issue @panpowa. We understand how disappointing it is when things don't go as expected, especially with a ShopBack Plus membership.

    We'll get back to you directly via DM with an update and resolution as soon as possible.

    • snuke on 14/01/2025 - 11:47

      I have the same damn issue from this deal - https://www.ozbargain.com.au/node/876704#comment-15924178, where you can see me make a comment immediately after my transaction (15th Nov) about your site showing a 28% cashback ($65.45), and I got 0.5% ($1.17).

      Multiple emails later, still silence from ShopBacks side in achieving anything.

      • Store Repgotyourback @ ShopBack AU on 14/01/2025 - 13:35

        Sorry for the troubles @snuke! Could you drop me a DM with your account details please?

        • snuke on 15/01/2025 - 12:38

          A public facing update, Store Reps got it looked into, and a few mins later the calculation error was found and corrected.

          Thanks gotyourback for getting it fixed.

    • panpowa on 14/01/2025 - 16:25

      Thanks @gotyourback, the customer service team has gotten back to me with a promised resolution within 5 days so that's a good sign. I will be on the lookout to see how we ultimately go.

  • krunchymoses on 28/01/2025 - 16:54

    I am headed to fair trading/AFCA if I don't get a response by the end of the week. Never using ShopBack again.

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