Earning Points when shopping with Qantas Partners

debra dunn

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I installed the Qantas Frequent Flyer Points Tracker on my PC when it was launched last year. Through all the Chirstmas and New Year shopping period, I happily shopped away with the knowledge that I was earning Qantas points at the same time. For each purchase the Tracker prompt appeared and I clicked it through the Qantas site and back to the merchant site. The icon indicated the points were being tracked. However, hardly any of the points from these transactions have appeared on my Qantas Statement. I emailed Qantas customer service about to chase them up, and their first response was to direct me to the merchants. This I did, but they all replied that I had to direct my query to Qantas. What has followed is 2 months of basically, fob-off, from Qantas customer service. First they wanted all the documentation of each transaction, then it was not in the correct format, now they are saying some are too old. I keep pointing out that they need to investigate, as well as give me my points, because the Points Tracker is obviously deficient. I am getting nowwhere with them, and thought Qantas Customer Service would be better than this.
 

mannej

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It has been documented on here that points can take 100+ days to post. One of the reasons behind this is some people have been gaming the system (i.e purchase the goods, get the points quickly and then action a refund within the allowable time frames effectively getting the points for free, without avenue for them being clawed back).

You can track your shopping history via here. This will give you some idea what has been captured and likely date of points landing

1617063449307.png
 

sudoer

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As @mannej mentioned, your shopping history is the first place to start.

Work out what has tracked but is pending credit to your statement, and what hasn't tracked at all.

For each transaction that hasn't tracked, I would recommend sending an individual email to frequent_flyer@qantas.com.au. Given you may have multiple tickets, I would suggest using a descriptive subject line such as "Qantas Shopping missing points claim - Vendor name - transaction date" so they understand these are unique issues and they don't merge all the tickets into one. Attach a PDF invoice, and if there was a bonus points per dollar rate on the vendor at the time, mention this in the email.

For transactions that are showing in your shopping list but not yet credited, I would wait at least until 120 days after the transaction date before bothering to raise a ticket. In my experience QFF support will fob you off until that point, when it becomes apparent that manual intervention is needed.
 

Gazza129

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I have also had this issue with Appliances Online and have lost thousands of points with both Q and V schemes. They always blamed me for not enabling cookies etc despite both schemes working as designedperiodically. Their other favorites was that i reported too late. I really think ASIC or similar should take a look
 
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aweingar

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Some merchants take 6 months before points are allocated or Qantas bothers with following up on emails. I am still waiting on points from a purchase I made back in November 2020.
 
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Big John

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I myself am waiting for points made on purchases from Myer before Christmas !

118 days and counting.

The points are still listed as "Pending" in my shopping history, so they should show up (eventually).
 

AisleSeat

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Some merchants take 6 months before points are allocated or Qantas bothers with following up on emails. I am still waiting on points from a purchase I made back in November 2020.
I wouldn't wait too long, as I've had a response before from QF when I queried some late points that they can't follow up with retailers after 6 months.
 

aweingar

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I wouldn't wait too long, as I've had a response before from QF when I queried some late points that they can't follow up with retailers after 6 months.
Following one of the many previous instances when points were delayed by well over 3 months, I contacted Qantas about this and received a reply stating that points may take up to 2-3 months to be credited, completely ignoring the fact that it has already been well over 3 months.
I'll try contacting them again for my November purchase, but based on past experience I'm not counting on a helpful reply
 

AAQFLurker

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I have a particularly egregious example of this. I used a points purchase to show up as activity on the account and thereby extend the life of many hundreds of thousands of miles/points/Kms in my Qantas account. Purchase failed to register, lost hundreds of thousands of miles and Qantas would not consider my appeal.

Any Advice from the masters?

PS: When a company's delay in crediting the point begins to close in on Qantas' statute of limitations on appealing same, it is cruel and unusual.
 

Mattg

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It has been documented on here that points can take 100+ days to post. One of the reasons behind this is some people have been gaming the system (i.e purchase the goods, get the points quickly and then action a refund within the allowable time frames effectively getting the points for free, without avenue for them being clawed back).

You can track your shopping history via here. This will give you some idea what has been captured and likely date of points landing

View attachment 243695

I'm trying to work out whether a purchase I made yesterday has been tracked correctly. When I go to the "shopping history" page, it doesn't load at all. Is that normal?

Screen Shot 2021-04-13 at 8.11.55 am.png
 

mannej

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It was loading for me last night, however it may have required a refresh from memory.
 

sudoer

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I'm trying to work out whether a purchase I made yesterday has been tracked correctly. When I go to the "shopping history" page, it doesn't load at all. Is that normal?

Try using an incognito window. I regularly have issues loading both the shopping history page and the complimentary lounge invitations page unless I have no cache/cookies
 

Chicken

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Ad blocks also cause problems.

My main browser is Opera, which has ad block. There is also Microsoft Edge on my computer which comes with Windows 10, and it is left alone by me in default state, no ad block, no blocking cookies, just default state.

When I need to buy something, I always change over to Microsoft Edge on my computer, which is the browser in default state. There are instances where I used Opera and my purchase got tracked, but there have also been other instances where my purchase wasn't tracked. No such problem with Edge which I have not enabled any protection.
 

Big John

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I myself am waiting for points made on purchases from Myer before Christmas !

118 days and counting.

The points are still listed as "Pending" in my shopping history, so they should show up (eventually).

I decided at 120 days that this was starting to get ridiculous.

I followed it up and was told that Myer had declined the points earn on this purchase !

In case you ask, I didn't cancel/exchange/return anything. Nor did I buy gift cards or use a promotion code to buy something.

This is now the SECOND time that Myer has declined my points !

I think I will direct my shopping to other retailers (e.g. David Jones) from now on.
 

aweingar

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I decided at 120 days that this was starting to get ridiculous.

I followed it up and was told that Myer had declined the points earn on this purchase !

In case you ask, I didn't cancel/exchange/return anything. Nor did I buy gift cards or use a promotion code to buy something.

This is now the SECOND time that Myer has declined my points !

I think I will direct my shopping to other retailers (e.g. David Jones) from now on.
Did you use any voucher as part of your purchase?
Normally you cannot earn points if you include a discount voucher.

I've made purchases from Myer in the past and the points were allocated correctly.
 

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