Incorrect Points Awarded

[FlyingFiona]

I made a purchase with Marks & Spencer today through Velocity eStore which offers 2 points for every $ spent. I spent $108 and was awarded 144 points. Nothing I purchased was in the "no points earn" category. The amount doesn't equal 2 x the amount in Pounds Sterling. So I've written to ask for the missing points to be awarded.

Just wondering if anyone else has had the same issue with Velocity?

Also just a head's up to check the actual amount of points awarded for your purchases and not just that points have been (which is all I usually do).

 

[AisleSeat]

I made a purchase with Marks & Spencer today through Velocity eStore which offers 2 points for every $ spent. I spent $108 and was awarded 144 points. Nothing I purchased was in the "no points earn" category. The amount doesn't equal 2 x the amount in Pounds Sterling. So I've written to ask for the missing points to be awarded.

Just wondering if anyone else has had the same issue with Velocity?

Also just a head's up to check the actual amount of points awarded for your purchases and not just that points have been (which is all I usually do).

Does the $108 include tax? As points are awarded exclusive of tax (and any shipping costs)

 

[FlyingFiona]

Does the $108 include tax? As points are awarded exclusive of tax (and any shipping costs)

No shipping fee charged. No mention of tax on the receipt so I'm not sure how much was charged. Still, that'd be a LOT of tax to bring it down to $72 to earn 144 points...so must be something else going on.

(Good to know re tax not being included in the points earn though - wasn't aware of that.)

 

[odysseus]

Don't specifically know... but I suspect I may know the answer.

I seem to recall M&S switched to one of those global service providers some years back, that 'take the hassle of shipment and foreign currency conversion' away from the customer. Though they do that by charging their own premium prices for the service. ebay and some American stores use these as well. If so, the payment may exclude those hidden charges to you that they charge to M&S, and M&S may only be giving points on the revenue sale to them. i.e. the products may haave been sold at AUD72 equivalent, and the 3rd party provider charges the rest for shipping and currency conversion.

Can you tell I hate those things? I don't shop with stores that do it as they inflate the cost so much.

 

[AustraliaPoochie]

144 / 2 = 72 GBP
62.58 GBP is about 108 AUD depending on currency converter calculator website.
Roughly correct?

 

[FlyingFiona]

Don't specifically know... but I suspect I may know the answer.

I seem to recall M&S switched to one of those global service providers some years back, that 'take the hassle of shipment and foreign currency conversion' away from the customer. Though they do that by charging their own premium prices for the service. ebay and some American stores use these as well. If so, the payment may exclude those hidden charges to you that they charge to M&S, and M&S may only be giving points on the revenue sale to them. i.e. the products may haave been sold at AUD72 equivalent, and the 3rd party provider charges the rest for shipping and currency conversion.

Can you tell I hate those things? I don't shop with stores that do it as they inflate the cost so much.

Oh interesting. That'd explain it if it's correct, yes. I'll report back with what Velocity say when they reply (I suspect they won't have answer...but let's see!)

144 / 2 = 72 GBP
62.58 GBP is about 108 AUD depending on currency converter calculator website.
Roughly correct?

Good thinking. Like you I wondered it was going on GBP and not AUS - it was the first thing I checked, but as you've also discovered, the amounts don't add up (with or without the 20% VAT).

 

[odysseus]

Had some more time, and did a search to see what I could find. The M&S t&Cs do confirm they use a 3rd party who handle all the fulfilment and who you actually contract with for sales in Australia i.e. "the middleman"

"Global-E is our international sales facilitation and fulfilment partner and will be the company that you contract with for any purchase of products or services. Global-E will take your payment and approved carriers will deliver your orders. "

Terms & Conditions | Marks & Spencer AU

Terms & Conditions | Marks & Spencer Australia

www.marksandspencer.com

So basically as you contract with Global-E, they determine the AUD charge i.e. handle the currency conversion, which means a margin, plus charge for delivery services which means they make a profit from that as well, plus their own admin costs. And then they pay M&S the cost M&S are actually charging from what you've paid Global-E. So I'd say that's likely the cause. Per the above, you should be seeing Global-E on your payment confirmation/invoices. Anyway, good luck in getting a response.

 

[FlyingFiona]

Had some more time, and did a search to see what I could find. The M&S t&Cs do confirm they use a 3rd party who handle all the fulfilment and who you actually contract with for sales in Australia i.e. "the middleman"

"Global-E is our international sales facilitation and fulfilment partner and will be the company that you contract with for any purchase of products or services. Global-E will take your payment and approved carriers will deliver your orders. "

Terms & Conditions | Marks & Spencer AU

Terms & Conditions | Marks & Spencer Australia

www.marksandspencer.com

So basically as you contract with Global-E, they determine the AUD charge i.e. handle the currency conversion, which means a margin, plus charge for delivery services which means they make a profit from that as well, plus their own admin costs. And then they pay M&S the cost M&S are actually charging from what you've paid Global-E. So I'd say that's likely the cause. Per the above, you should be seeing Global-E on your payment confirmation/invoices. Anyway, good luck in getting a response.

Yes, that's right, Global-E are who are all over the paperwork and emails with postal info when I've shopped with M&S in the past. Ok so that sounds like it's the answer then. Very handy to know - thanks for the help getting to the bottom of it! I am curious to see what the Velocity staff member who replies to my email says by way of explanation.

 

[FlyingFiona]

I finally received a reply from Velocity who said "We’ve spoken to Marks & Spencer AU and they’ve told us that the pending Points for your purchase on 04 April 2021 with transaction number 218205625 have been correctly adjusted."

"Adjusted" would indicate to make correct. And yet, I have my suspicions she just means "credited." No change to number of pending points. If I'm right, then I/we are still none the wiser as to the points discrepancy and must just assume @odysseus's theory is correct (because it's a good one and makes sense).

I wish people who answered phones and emails actually KNEW about the stuff they are responding to. Sadly seems those days are globally long gone.