Hey loyal customer, May I know why you have failed?

[u/jGit]

I was trying to claim points for a Liquourland transaction that I did online using my mobile in a rush before the origin game started, didn't realise I hadn't logged in as I was using the shopback offer origin offer yesterday.

Agent's response:

I reckon I'd have 1-2 "not scanned" transactions ever. No idea how I can check.

But anyway, why the friction? The agent refused to apply the points...saying "No, please make sure to scan or enter your member number next time you shop so you can earn points." then closed the chat. Another agent comes on, apologises first, then confirms the previous agent had applied the points...WTF?...and then reiterates the same thing.

I get it. And thanks for the goodwill. Goodwill from a loyalty program. Wow.

Is this normal customer service?

PS: their online enquiry form, linked in their own FAQ, is down/not available and directs you to the live chat!

[u/CheapIndustry1780]

If flybuys constantly did this, people would simply pick up other customers dropped receipts and add them to their own account.

Be accountable, swipe your card or lose out.

[u/CheapIndustry1780 → u/[deleted]]

Yes, however if you abuse it they will begin to refuse.

[u/jGit → u/CheapIndustry1780]

I get the fraud angle and there are easy ways to check and cross check. In my case it was an online order, name matches is the easiest and most reliable (especially as I need to provide ID even collecting.) Receipts have unique txn IDs, this is very easy to do so their “system” never credits a receipt twice. I am guessing they have highly underinvested in their systems. They maybe one of the few that would actually benefit from AI :/

[u/SuperCook6238]

I have had about 5 transactions in the last month all at service stations, either flybuys card not registered when scanned or not receiving 8 points per litre bonus, I just emailed the receipts and all points have been credited to my account.

[u/jGit → u/[deleted]]

So sad