Addressing Ongoing Cashback Tracking and Customer Service Issues with ShopBack

I would like to open a discussion regarding recent experiences with ShopBack, particularly concerning cashback tracking and customer service responsiveness.

Over the past year, I was a satisfied ShopBack user, with cashback tracking working reliably and customer service providing prompt assistance (after having to talk to a bot). However, in recent months, there has been a noticeable increase in tracking failures, delayed cashback, and unresolved support tickets-issues echoed by other users here. My cashbacks either failed to track or delayed as per what was advertised on ShopBack website. While some problems may originate from partner merchants, it is ultimately ShopBack’s responsibility to resolve these matters so that users are not adversely affected.

Another concern is @gotyourback ignoring of messages asking for help on this platform. While promotional deals continue to be posted, support queries and missing cashback reports often go unanswered or require repeated submissions of the same information, with little progress made.

Given these ongoing issues, I propose we discuss the possibility of temporarily suspending ShopBack promotions on this platform until they address their tracking and customer service shortcomings. This pause would allow ShopBack to resolve the current problems without further impacting users, and ensure that cashback offers are reliable and customer support is responsive before deals are promoted again.

Related Stores

ShopBack NZ
ShopBack NZ

Comments

  • Cc @gotyourback

  • +4

    I've had no issue and the ShopBack deals posted here are useful to me.

    • Working well for me too

  • +2

    $403.06 withdrawn over last year with no major issues here, and any missing requests have always been approved.
    I find the ShopBack posts very useful, as I pretty much never check the app/extension.

    I personally wouldn't be surprised if a tonne of people are probably running adblockers or other extensions that (profanity) with Shopback's tracking.

  • +1

    I don't have an issue with their posts on here either they are a good reminder in addition to their email newsletter and checking the upsized/offers section in the app.

    They do have a generic contact form available if you want to bypass the bot.
    https://support.shopback.co.nz/hc/en-gb/requests/new

    Use it for follow ups as you still need to use the missing cashback/dispute rejection button in the first instance.

    • Thanks for this. Finally don't hv to talk to a bot 😂

  • Definitely would not want to see a ban on shopback deals.
    Other than Temu all my shopback cashbacks have tracked fine and have withdrawn over $1k.
    With my Temu cashbacks that where initially declined @gotyourback was able to sort it out.

  • +2

    While I have ongoing and unaddressed issues with ShopBack and Temu offers the vast majority of my other cashback transactions have been smooth sailing.

    This in itself lends further strength to my position that I did everything right with my so far declined Temu transactions as if I was doing something systematically wrong I would expect other companies cashback to also not track and be declined.

    I'm just disappointed at the sudden lack of feedback from ShopBack on Temu issues. Just saying "no" is not acceptable; a deal was promised, the terms met and now they and/or Temu arbitrarily are not honoring it. Hopefully my dispute of the decline decisions is resolved satisfactorily tomorrow; they quote a 48 hour response and the clock is ticking.

    If ShopBack however shirk their responsibility then I'll be all for a ban or restraint on their postings on Cheapies.

  • Sorry to bump an old post but to add my 2c - I recently signed up and literally my first 3 transactions failed to correctly recognize. Had to lodge requests for both and haven't heard anything for almost 2 weeks on those.. Seems to be really hit or miss out there

    • Sounds like the normal experience of most people. I have tried four times with Shopback - and not one has tracked, and the only "resolve" I ever got was $4 - on a $50+ cashback.

      It's also rather interesting to see the response (and deals) comparison with the AU version of their site. I guess there's more chance of being taken to the AU version of the Commerce Commission for breach of the fair trading act. I guess they just sort of hope no one complains here.

      • I guess there's more chance of being taken to the AU version of the Commerce Commission for breach of the fair trading act. I guess they just sort of hope no one complains here.

        pedrolewis is taking them to court with a class action - you could join them!

        https://www.cheapies.nz/node/51649

          • @bigcheese: Ahh - pedrolewis must be the legal genius they claimed to be after all.

            They are also most generous, providing the information that other CC members need to get a similar result.

            :-)

        • -1

          Well to be fair, they are almost certainly breaching the Fair Trading Act by advertising something they are not providing.

          It's likely really just a matter of whether anyone can be bothered to report them and follow up.

          • @LupinS:

            Well to be fair, they are almost certainly breaching the Fair Trading Act by advertising something they are not providing.

            Bit harsh - pedrolewis has probably just gotten a bit busy, and will be back to provide the results they said they would any minute now….

            They are a legal genius after all, so probably engaged in front of the supreme court, or advising someone about a parking fine or something.

  • +1

    I've had $101 worth of cashback rejected just recently from a 10% booking.com which they've rejected. Even though the booking says "in conjunction with Shopback.com" and made through their mobile application.

    https://files.cheapies.nz/upload/389/5584/whatsapp_image_2025-06-21_at_14.23.04_224a7a0d.jpg
    https://files.cheapies.nz/upload/389/5580/screenshot_2025-06-21_140411.png

    They've conveniently made things so obstructive for the user to dispute the rejection by not allowing you to submit any more responses because of the age of the cashback.
    https://files.cheapies.nz/upload/389/5581/screenshot_2025-06-21_140811.png

    I've had unhelpful discussions with @gotyourback on this matter.
    https://files.cheapies.nz/upload/389/5582/screenshot_2025-06-21_141041.png

    After the app issue resolved itself two weeks later, I had been tracking the incident to see what progress had been made on it until finally it was rejected on June 4th with no reason given, despite the clear evidence that even booking.com show it was purchased through an affiliate link.

    I'm done with them.

    • Just use cashrewards.com.au for any accom cashbacks. Have never had an issue with them.

      • Will definitely do that. It's just that at the time Shopback were offering higher cashback. Big mistake.

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