FB missing points claim process is antiquated

[AisleSeat]

So I've got 10,000 points missing and went to put in a missing points claim.....except there isn't a dedicated missing points claim form. Even WWR has one!

I ended up on the FAQ page and under the "When will I get my points?", there's a "was this helpful?" with a yes/no button. Selecting "no" brings up a form.

Now, I was signed in to my FB account, so would expect this to get auto-filled, but no. (as an aside I first did this through the app which doesn't work as the keyboard doesn't get triggered when a form field is selected)

Filled in everything, submitted, and wasn't sure if anything had happened as the confirmation screen wasn't visible. I scrolled back up the page and there it was.

This is pretty much a case study in bad UX and I'm very surprised that FB doesn't have a proper claim form.

 

[rainbowgirl]

I agree that the process is antiquated. I thought they would have made it easier by now. I only found the form years ago by accident. They don't appear to want people to use the form given its not obvious to find.

Good to here that Woolworths has a missing points claim form. It's been ages since I've chased them for points and at the time I needed it, they didn't have a form.

Post automatically merged: Sep 17, 2020

I agree Flybuys should have an autofill if you are logged into the system at the time.

 

[mannej]

FB can be fairly responsive on Facebook if you have access to that.

 

[GSP]

I've often rang up and have things resolved. Wasn't aware of a form.

 

[rainbowgirl]

I don't have Facebook access and I'd be worried about security issues if I did.

I get too frustrated on the phone so I avoid making these kinds of contacts.

 

[AisleSeat]

I've often rang up and have things resolved. Wasn't aware of a form.

Great idea. I've got nothing else to do today.

 

[AustraliaPoochie]

I would say, it wasn't from normal shopping, ie, not from Coles.
The problem with FB, is that if you didn't put in your FB number, or if it hasn't appeared, is to phone them up.
Nothing can be done about it online.
They will ask for the details, date and time of purchase, or transaction, they might also ask you to scan and then send them the details.
I once had to do it for a relo, the lady at FB, said she would do it once, it wasn't a shopping at Coles, and she mentioned have to make sure to have the FB card at the time of processing the transaction, ...
Coles, not so bad, as they give you a week to come back to the store, with the FB card, but other places, the store will say to contact FB office.
Once in a while too, they might you send the scanned image to Salmat, don't ask me why!
Edit: ah, didn't go with the "no" to was this helpful route, great you found that one out.
Didn't realise there was one!

 

[AisleSeat]

Great idea. I've got nothing else to do today.

Phoned them up and the person I spoke to confirmed it was wrong and would get it sorted. Under 5 minutes call time.

 

[Nathant123]

I've had reasonable success with communicating with then via Facebook. The rep on this forum has also been helpful in the past. Not sure if they're still here. I'm about to lodge a query as to where my 2.5k Coles points are and I'm still waiting on ~30k points through Catch. Really have to be on the ball with this!

 

[AisleSeat]

Phoned them up and the person I spoke to confirmed it was wrong and would get it sorted. Under 5 minutes call time.

Points now in my account.

Post automatically merged: Sep 19, 2020

I've had reasonable success with communicating with then via Facebook. The rep on this forum has also been helpful in the past. Not sure if they're still here. I'm about to lodge a query as to where my 2.5k Coles points are and I'm still waiting on ~30k points through Catch. Really have to be on the ball with this!

Yes, the FB rep on AFF has been very helpful. I hope they haven't gone the way of Red Roo.

 

[jakeseven7]

Phoned them up and the person I spoke to confirmed it was wrong and would get it sorted. Under 5 minutes call time.

5 minutes on the phone to Flybuys is quite literally not worth the time spent

 

[flybuys]

I've had reasonable success with communicating with then via Facebook. The rep on this forum has also been helpful in the past. Not sure if they're still here. I'm about to lodge a query as to where my 2.5k Coles points are and I'm still waiting on ~30k points through Catch. Really have to be on the ball with this!

Still here The bonus points for the Catch opening offer are due to be credited at the end of this month.

 

[Nathant123]

The catch 20x promo points have come through tonight. Earlier than expected but welcomed either way!

 

[MollyJones]

Urgh!
I had some missing points from Coles Express.
I called and was told to send email with credit card statement entries.
Sent email and received reply that they don’t accept email, I need to go to the store and get a copy of the receipts (2 lots missing).
In Melbourne and as it wasn’t 1 of the reasons to travel I called them - just as well, as the only person who can reissue receipts only works certain days between 9-11am.
So, I call and he helpfully texts me copies of the receipts.
email them to flybuys who respond a few days later to say they can’t open the attachments.
resend (same format as it worked at my end).
A few more days and they tell me it’s all fixed.
check account and they only fixed 1 lot of points.
give up.
Not sure why I bothered to start with, but once I was on the train it was very hard to get off.
For me, it’s still better than Woolworths rewards but I’m not feeling the love.

 

[flybuys]

Urgh!
I had some missing points from Coles Express.
I called and was told to send email with credit card statement entries.
Sent email and received reply that they don’t accept email, I need to go to the store and get a copy of the receipts (2 lots missing).
In Melbourne and as it wasn’t 1 of the reasons to travel I called them - just as well, as the only person who can reissue receipts only works certain days between 9-11am.
So, I call and he helpfully texts me copies of the receipts.
email them to flybuys who respond a few days later to say they can’t open the attachments.
resend (same format as it worked at my end).
A few more days and they tell me it’s all fixed.
check account and they only fixed 1 lot of points.
give up.
Not sure why I bothered to start with, but once I was on the train it was very hard to get off.
For me, it’s still better than Woolworths rewards but I’m not feeling the love.

We're really disappointed to hear of your experience. If you can send your member number via private message and just some brief details on the points you're missing, we'll fix this up.

 

[Yoshi-san]

@flybuys
Can you please help regarding missing points? Should have been credited last wk. A large number of points involved (6 figures).

 

[flybuys]

@flybuys
Can you please help regarding missing points? Should have been credited last wk. A large number of points involved (6 figures).

Hi there, if you can provide some details including your member number in a private message we'll follow this up.