Stop Wasting Our Time, ShopBack NZ!

As per the title, I am seriously losing patience with ShopBack.

Throughout this year, I have had to raise numerous support requests to have incorrect cashback amounts corrected.

What is particularly frustrating is that ShopBack’s own terms and conditions state that cashback on partially refunded orders will be pro-rated. However, this has repeatedly not been my experience. On multiple occasions where I have made a partial return/refund, the cashback has simply been reduced to $0, rather than being adjusted proportionately as the T&Cs indicate.

When I contact ShopBack and provide the relevant receipts, order details and other supporting evidence, the initial response I receive is almost always the same generic response:

“We’re writing to let you know that an order is not eligible for Cashback if the amount shows as 0. This may be due to exclusions outlined in the merchant’s terms and conditions (for example: promo code usage, restricted products, or other ineligible scenarios). We're sorry for the hassle! To help make sure you get Cashback next time, we recommend reviewing the merchant’s Cashback terms and conditions before you shop.”

In my cases, I have already checked the applicable T&Cs and provided evidence showing that I was eligible for cashback. I have then had to repeatedly request escalation before the issue is properly reviewed and the correct cashback amount is eventually credited.

Had I simply accepted the initial response, I would have lost cashback that I believe I was entitled to receive under the advertised terms.

That raises a much bigger question: "How many other customers have experienced the same thing but simply accepted the generic response and walked away?"

If customers have to identify the error themselves, gather evidence, contact support, request escalation multiple times, and persist until the cashback is corrected, there is a legitimate concern about whether other eligible cashback is going unclaimed simply because customers don't realise something has gone wrong.

I am not suggesting that every incorrect cashback outcome is deliberate. Mistakes and technical issues can happen. However, when the same issue appears to occur repeatedly, and the first response does not meaningfully address the specific circumstances, ShopBack needs to take a serious look at how its cashback system and customer-service processes are operating. (or maybe you ARE doing it deliberately? A ComCom investigation can help to reveal this)

Please fix this, ShopBack.

Customers should not have to spend significant time and effort fighting to receive cashback that is advertised under your own terms and conditions.

I have raised these concerns directly with ShopBack many many times, but if this continues, I intend to raise the matter with the New Zealand Commerce Commission and encourage other affected customers to consider doing the same through the appropriate channels. It very well seem like our Cheapies ["MVP"] (https://www.cheapies.nz/node/51649) did not bring a CLASS ACTION Lawsuit to you. But I promise you that if you keep doing this, we the consumers will force ComCom to open an investigation just like how they had to with NZ Muscle.

Hopefully ShopBack will address the underlying issue rather than simply resolving individual cases after customers complain.

The ball is in your court, ShopBack. You decide if you want to be the next NZ Muscle of e-commerce.

@gotyourback
@Syahmi
@raychelle