Qantas Mall - Catch of the Day points declined, I'm seeing a pattern here.

[Lynnelanne]

For the second time, I have made a purchase through Qantas mall @ Catch of the Day and had the points offered not show up. So I went through the extensive process of providing them with pdf statements and endless documentation only for them to deny me the points, as follows.
" Store: Catch
Date of purchase: 21 May 2020
Amount: $521.14

We looked into your query and can now confirm that the store has declined the points earn on this purchase. This usually happens when a shopper cancels, exchanges or returns an order. It also happens if you don’t click through to the store directly from the Qantas Shopping website, or if you make an non-eligible purchase (e.g gift cards or a product using a promo code)."

The only thing is none of these reasons for declining are true. I categorically did everything correctly and have not returned the item nor used any discount code or voucher. Is anyone else having this trouble? It''s not a huge amount of points, but I just think that if they are going to offer an incentive then they should give what they offer and not torture you for months only to say "no points for you - sucked in stupid". In my opinion they need to prove to me that any of the reasons they say for my ineligibility occurred. Not sure if I'm alone in this. Would love to know if others have the same problem before I waste more time going to the Office of Fair Trading,.

 

[muppet]

I’ve had pretty consistent success with Qantas Shopping, although I find the cashback sites are usually better value for Catch so haven’t transacted via Qantas.

Have you had success with other retailers via Qantas Shopping?

If so, just stop shopping at Catch via Qantas. Not much else you can do other than taking your business elsewhere.

I’ve banned Cellarmaster for this reason, unreliable cashback - no surprises the transactions that are denied are during the 20% cashback promos.

 

[Lynnelanne]

Hi Muppet. Yes, have had success with eBay and others on Qantas Mall. I agree about voting with feet in future however, at the same time I just don't want to settle for being flipped off by the feckers.

 

[eosphoros]

I assume that, as with credit cards, the decision to award points ultimately lies with the supplier of the goods, notwithstanding that purchases are tracked by QF.

 

[Rembrandt]

This would be frustrating to miss out on points.

Have you had issue with other Qantas mall stores in the past not crediting points?

If you've done everything correctly as per the instructions and T&C's and still no points then more than likely there has been a glitch with the cookie tracking, maybe something on your PC, Mac etc caused the cookie tracking not to work. With large purchases where I know I'm going to make hundreds or thousands of bonus points I clear all of my browsing history, logon to the Qantas mall, select the store and then shop. I always use my PC, I've never used the mall from a web browser on a mobile device.

Has anybody else has this issue? I've shopped many times with Catch via the Qantas and Velocity malls with no issue. I find it hard to understand why the likes of Catch would purposly not credit points and would put it down to a technical glitch somewhere. I can understand from their point of view that if there is no cookie tracking history of the purchase then they simply wont credit the points.

 

[Lynnelanne]

Thanks for your really interesting response Rembrandt. It's great to know all of your key points - the process you go through and the fact that you have had no trouble with Catch. They ARE a big company and I don't want to be a conspiracy theorist. If I did something wrong then I guess I have to learn from it, but it would be helpful if the Q Mall site spelled out exactly what you have spelled out. Nowhere on their website did I see anything about 'don't use a tablet to do this' or 'clear your cache first' etc. I am not the world expert on cookies or caches so I'm totally going to go with you having more understanding than me on that score. If I ever buy from Catch again I'm going to be very careful with this. As I said above, I've bought through eBay and Petbarn on the Mall and had no trouble. But twice with Catch made me wonder. Just FYI they did ask me for proof of purchase in several different ways so they could see that I did buy from them but still declined... Anyway, thanks so much. We live and learn.

 

[Rembrandt]

Thanks for your really interesting response Rembrandt. It's great to know all of your key points - the process you go through and the fact that you have had no trouble with Catch. They ARE a big company and I don't want to be a conspiracy theorist. If I did something wrong then I guess I have to learn from it, but it would be helpful if the Q Mall site spelled out exactly what you have spelled out. Nowhere on their website did I see anything about 'don't use a tablet to do this' or 'clear your cache first' etc. I am not the world expert on cookies or caches so I'm totally going to go with you having more understanding than me on that score. If I ever buy from Catch again I'm going to be very careful with this. As I said above, I've bought through eBay and Petbarn on the Mall and had no trouble. But twice with Catch made me wonder. Just FYI they did ask me for proof of purchase in several different ways so they could see that I did buy from them but still declined... Anyway, thanks so much. We live and learn.

None of what I suggested above Qantas or Velocity needs to specify in their mall store T&C or instructions. However, I just take extra precautions as I work in the technology sector and know things can go wrong.

 

[Lynnelanne]

Yes, I can see you really know what you are talking about. Do you not think though that it would be helpful for them to specify these things for those who are not technology whizzes. I think it would save them as well as the great unwashed a lot of hassle.

 

[SeatBackForward]

So I had issues using the Shopping Mall and Woolworths some time ago. We make weekly purchases with Woolworths Online, and from October 2018 onward saw that none of our orders were awarded points - this is QFF shopping mall, not to be confused with Woolworths everyday rewards.

Previous to October 2018, every week we'd receive the points. so I collected all the receipts, put into a spreadsheet and tried to find any patterns. Initially I suspected it was because Woolworths have a habit of refunding if an item is not available, and I though because a few dollars were being refunded, that the whole amount was being denied points.

But the answer turned out to be that we were using vouchers to partially pay for each order. The weeks where we didn't use a voucher, we'd get the full amount, and the weeks we applied a voucher (regardless of the voucher amount) the whole order was declined. I argued that this change was brought about in October'18 without any notice, and that prior this didn't occur. QFF agreed the change occurred without and accepted to pay 50% of all points. The pattern of vouchers still occurs even now - but at least I know about this.

It doesn't sound like this was the case for you, but something to be mindful of.

 

[straitman]

Quite some years ago now I used "Catch of the Day" as it was then called many times. I then had a couple of issues in succession where they disagreed with me about various things. (I can't recall the exact detail). Each time they would not correspond adequately in an effort resolve the issue.
After several of these issues I gave up and have never used then since and even the enticement of Qantas or other points have not drawn me back.

So I had issues using the Shopping Mall and Woolworths some time ago. We make weekly purchases with Woolworths Online, and from October 2018 onward saw that none of our orders were awarded points - this is QFF shopping mall, not to be confused with Woolworths everyday rewards.

We have used Woolies vouchers a few times lately and not had any issue.

 

[Lynnelanne]

Thanks everyone for the ongoing information. Yesterday I purchased something through QFF on Marks and Spencer. I was very careful to use the computer not the tablet, clear history beforehand, accept cookies etc.. M&S had a 6 x points offer and I spent 100 so I'll be keeping a careful eye out for it. So far, I have not received the email about 'we got your purchase and are tracking it' so I'm wondering if that comes every time - does anyone know? Thanks once again for the info and interaction

 

[muppet]

Thanks everyone for the ongoing information. Yesterday I purchased something through QFF on Marks and Spencer. I was very careful to use the computer not the tablet, clear history beforehand, accept cookies etc.. M&S had a 6 x points offer and I spent 100 so I'll be keeping a careful eye out for it. So far, I have not received the email about 'we got your purchase and are tracking it' so I'm wondering if that comes every time - does anyone know? Thanks once again for the info and interaction

The email is hit and miss for me, usually still get the points.
Sometimes the email comes a few days after.

 

[Rembrandt]

Thanks everyone for the ongoing information. Yesterday I purchased something through QFF on Marks and Spencer. I was very careful to use the computer not the tablet, clear history beforehand, accept cookies etc.. M&S had a 6 x points offer and I spent 100 so I'll be keeping a careful eye out for it. So far, I have not received the email about 'we got your purchase and are tracking it' so I'm wondering if that comes every time - does anyone know? Thanks once again for the info and interaction

The email is delayed. I received mine from a purchase on Saturday on Tuesday. However, if you logon to shopping.qantas.com and select 'shopping history' a history of your estore shopping may appear before the email. Sometimes a delay of a week or more can occur so don't be too concerned just yet.,

Also here are some FAQ's from the Qantas and Velocity estores that may provide some useful information in regards to how estore sales are tracked:

https://shopping.qantas.com/faqs

eStore Velocity Frequent Flyer : How it works

estore.velocityfrequentflyer.com

The most important thing to understand is that cookies must be enabled. If they're not e.g. via a private browsing mode or some sort of browser add-on to block cookies then your purchase wont or may not be tracked.

 

[tuppence47]

For the second time, I have made a purchase through Qantas mall @ Catch of the Day and had the points offered not show up. So I went through the extensive process of providing them with pdf statements and endless documentation only for them to deny me the points, as follows.
" Store: Catch
Date of purchase: 21 May 2020
Amount: $521.14

We looked into your query and can now confirm that the store has declined the points earn on this purchase. This usually happens when a shopper cancels, exchanges or returns an order. It also happens if you don’t click through to the store directly from the Qantas Shopping website, or if you make an non-eligible purchase (e.g gift cards or a product using a promo code)."

The only thing is none of these reasons for declining are true. I categorically did everything correctly and have not returned the item nor used any discount code or voucher. Is anyone else having this trouble? It''s not a huge amount of points, but I just think that if they are going to offer an incentive then they should give what they offer and not torture you for months only to say "no points for you - sucked in stupid". In my opinion they need to prove to me that any of the reasons they say for my ineligibility occurred. Not sure if I'm alone in this. Would love to know if others have the same problem before I waste more time going to the Office of Fair Trading,.

I too have problems with Catch. ....this response dated 12th August

Thanks for contacting us about your missing points with Catch dated 11 March 2020.

We're looking into your query now, and we’ll be back in touch within 10 business days, which is today. Just had a look and my purchase is not even listed in my shopping history........mmmmmmm, not happy!

 

[SeatBackForward]

Quite some years ago now I used "Catch of the Day" as it was then called many times. I then had a couple of issues in succession where they disagreed with me about various things. (I can't recall the exact detail). Each time they would not correspond adequately in an effort resolve the issue.
After several of these issues I gave up and have never used then since and even the enticement of Qantas or other points have not drawn me back.

We have used Woolies vouchers a few times lately and not had any issue.

If you don't mind me asking - where are the vouchers being bought from? from Woolworths directly or from some other party? We get ours from a 3rd party who give a slight discount on the value bought.