Missing flybuys points

Tiki

Active Member
Joined
Jul 21, 2004
Posts
880
Yeah I prefer Woolies too also because I get more value from QF points. But a $50 spend 4 for 10k Flybuys is hard to resist.
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
I think my success rate is about 4 out of 5 for those spend x for y bonus points. The most reliable promotion for me is the 4 week one. The points have never failed to post after week 4 of shopping. Hope I haven't jinxed it now.

I will give it another few days before I call the call centre for that mandatory 15-30 min wait despite calling at 9am. BTW, if @flybuys is listening, some feedback on that on hold system, the estimated wait time has never been close to accurate. When it says x minutes, it's always at least double that.

An update. Braved the call centre this morning. Only waited about 10 minutes when I called at 9.01 this morning, but the estimated wait time was still pretty much out.

To their credit, there's no 7 business days waiting for the back office to process the bonus points this time. The agent said I would get them within 24 hours. Just checked now and the balance has been updated, but the transaction is not yet showing.
 

Rembrandt

Member
Joined
May 11, 2019
Posts
118
Can you claim missing bonus points if you no longer have the receipt from Coles? e.g. does Flybuys or Coles have receipts available online to download? e.g. Everday Rewards has an option to download receipts digitally.

Thanks.
 

SydneySwan

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Can you claim missing bonus points if you no longer have the receipt from Coles? e.g. does Flybuys or Coles have receipts available online to download? e.g. Everday Rewards has an option to download receipts digitally.

Thanks.
Yes. I just point FB to the transaction that earnt the regular points. I don’t believe Coles have online receipts available to the hoi polloi but if the transaction posted and just the bonus points are missing then I assume that FB must have access.
 

Nathant123

Member
Joined
May 31, 2016
Posts
299
Has anyone noticed a delay in bonus points being awarded over the last few days? I’d typically get my base points on coles spend a day after along with any bonus points. Now I’m missing bonus points on a few transactions over the last few days and I’ve had to hold onto receipts. Hoping it’s just a temporary glitch and I don’t she to chase em up.
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
Has anyone noticed a delay in bonus points being awarded over the last few days? I’d typically get my base points on coles spend a day after along with any bonus points. Now I’m missing bonus points on a few transactions over the last few days and I’ve had to hold onto receipts. Hoping it’s just a temporary glitch and I don’t she to chase em up.

Join the unfortunate club. :(
 

Rembrandt

Member
Joined
May 11, 2019
Posts
118
Has anyone noticed a delay in bonus points being awarded over the last few days? I’d typically get my base points on coles spend a day after along with any bonus points. Now I’m missing bonus points on a few transactions over the last few days and I’ve had to hold onto receipts. Hoping it’s just a temporary glitch and I don’t she to chase em up.

Yes I've noticed this. On Monday I shopped at Coles and purchased 8 bonus point items, only half turned up in my Flybuys transaction log this morning. This has made me a bit suspicious and hence my question earlier today about if I need a receipt to claim bonus points (I
accidentally threw away my receipt).
 

Rembrandt

Member
Joined
May 11, 2019
Posts
118
Yes I've noticed this. On Monday I shopped at Coles and purchased 8 bonus point items, only half turned up in my Flybuys transaction log this morning. This has made me a bit suspicious and hence my question earlier today about if I need a receipt to claim bonus points (I
accidentally threw away my receipt).

So it's been a week and a half since my shop at coles and roughly 2.5K of bonus points are yet to appear (some other bonus points have). How long should I wait before contacting Flybuys?
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
So it's been a week and a half since my shop at coles and roughly 2.5K of bonus points are yet to appear (some other bonus points have). How long should I wait before contacting Flybuys?

Right after when it says bonus points should be credited in the Ts and Cs.
 

rogerkambah

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Joined
Aug 3, 2012
Posts
1,553
On 5th October I received an email titled 'Don't forget to collect 500 bonus points on fuel at Shell Coles Express' saying that if I filled up with at least 20 litres of Shell fuel I would receive 500 bonus points and a free 600ml bottle of Coles water.
On 6th October filled up with 40 litres, checked in my FB card and paid. Asked about the bottle of water - no, no water offer, and until now, no 500 bonus points either.
Has anyone else had this offer fail?
 

Rembrandt

Member
Joined
May 11, 2019
Posts
118
On 5th October I received an email titled 'Don't forget to collect 500 bonus points on fuel at Shell Coles Express' saying that if I filled up with at least 20 litres of Shell fuel I would receive 500 bonus points and a free 600ml bottle of Coles water.
On 6th October filled up with 40 litres, checked in my FB card and paid. Asked about the bottle of water - no, no water offer, and until now, no 500 bonus points either.
Has anyone else had this offer fail?

Unfortunately, it takes time for some bonus points to arrive into your Flybuys account, especially Coles Express. If it's been more than a month then I'd contact Flybuys. I received bonus points from Coles Express today for a transaction 6 weeks ago.
 

rogerkambah

Established Member
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Aug 3, 2012
Posts
1,553
Unfortunately, it takes time for some bonus points to arrive into your Flybuys account, especially Coles Express. If it's been more than a month then I'd contact Flybuys. I received bonus points from Coles Express today for a transaction 6 weeks ago.
I wish they were more consistent with the bonus points allocation. The Coles Express offer had no time limit listed in the T&Cs, an offer I took up yesterday at Coles said in the T&Cs that points should arrive within 48 hours and IIRC other offers have had a Congratulations message on the receipt saying points have been awarded.
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
On 5th October I received an email titled 'Don't forget to collect 500 bonus points on fuel at Shell Coles Express' saying that if I filled up with at least 20 litres of Shell fuel I would receive 500 bonus points and a free 600ml bottle of Coles water.
On 6th October filled up with 40 litres, checked in my FB card and paid. Asked about the bottle of water - no, no water offer, and until now, no 500 bonus points either.
Has anyone else had this offer fail?
Did the attendant scan the bottle of water together with the Flybuys card?

If it's like the Coles offers, the free item will be discounted to $0.
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
Another Flybuys bonus points promotion, another lot of missing points. When is the cycle going to end? One promo for 2000 points, and one for 1000/2000/3000 points over 3 weeks and only the 1000 points came through. *sigh*
 

GSP

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Jun 17, 2016
Posts
1,357
Another Flybuys bonus points promotion, another lot of missing points. When is the cycle going to end? One promo for 2000 points, and one for 1000/2000/3000 points over 3 weeks and only the 1000 points came through. *sigh*

To be honest, I'm getting quite annoyed with FlyBuys and the follow up. Coles is good, but First Choice Liquor which always has generous promotions is absolutely deplorable in their level of compliance. To Flybuys credit, they always fix things up on follow up, but it takes a lot more effort than is needed to get the details to "prove" your case, i.e screen shots, emails evidence, timeline of facts....then the usual follow up, and another follow up, and another. The helpline has unacceptable wait times, so email is the only alternative.

On one occasion, I had to follow up multiple times for 8k points for a FCL special and due to the multiple follow ups Flybuys must have confused things and credited me 8k twice. Moral integrity kicked in and on the balance I think I've missed a few that have been lost I'm not aware of (i.e 2x on Frozen, 5x on Vege which I always activate but never monitor as too hard) and the effort on following up and I'm more than comfortable.

I just wish Flybuys would make their systems more reliable for their owned partners and made their follow up easier. Heck Cashrewards and Shopback follow ups are far less painful.

@flybuys, hope the constructive feedback helps.
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
To be honest, I'm getting quite annoyed with FlyBuys and the follow up. Coles is good, but First Choice Liquor which always has generous promotions is absolutely deplorable in their level of compliance. To Flybuys credit, they always fix things up on follow up, but it takes a lot more effort than is needed to get the details to "prove" your case, i.e screen shots, emails evidence, timeline of facts....then the usual follow up, and another follow up, and another. The helpline has unacceptable wait times, so email is the only alternative.

On one occasion, I had to follow up multiple times for 8k points for a FCL special and due to the multiple follow ups Flybuys must have confused things and credited me 8k twice. Moral integrity kicked in and on the balance I think I've missed a few that have been lost I'm not aware of (i.e 2x on Frozen, 5x on Vege which I always activate but never monitor as too hard) and the effort on following up and I'm more than comfortable.

I just wish Flybuys would make their systems more reliable for their owned partners and made their follow up easier. Heck Cashrewards and Shopback follow ups are far less painful.

@flybuys, hope the constructive feedback helps.

Don't get me started on the call centre wait times. Even right on the dot at 9am, you would be waiting at least 10 minutes.

The only things which seem to post consistently are the standard points and the Masterchef (or whatever collectable) credits.

I really need to start giving low marks in future surveys from Red Planet and others.
 
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kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
Anyone tried the sms option when chasing missing points? Just tried using it today and am wondering what the response time is like.
 

kyle

Established Member
Joined
Mar 8, 2006
Posts
1,507
An update to the SMS option: Thinking that the SMS has gotten into a blackhole, Flybuys did actually reply after 8 days to say the missing points have been approved and the points turned up that day.

So I'm feeling slightly more positive.
 

GSP

Established Member
Joined
Jun 17, 2016
Posts
1,357
As another example, I had 4 family members each receive the 2 weeks of x spend at First Choice Liquor for 8k points and this week was the 2nd week and stacked it with today's offer of spend $50 for 2k points (and Shopbacks 10% offer :) )

Now, I know that whenever it is not targeted and you hit the spend, straight after payment, a message is shown "Congrats, you've won 2k" (or words to that effect), and within a day or so, the points are credited. But if you don't receive that message you are into the black hole and have to go through the chasing of points which as mentioned is time consuming and painful

Back to the example, of the four transactions, 2 of them received the congrats message and 2 of them didn't. I'll bet $1.73 that those two family members (one is me) receive the 2k points in a few days and the other 2 go into the black hole. All transactions done similar time and pretty close to identical purchase and process.

I think it is poor that Flybuys systems are so flakey and then make life so hard. @flybuys, hoping you can comment on what improvements are to be made or whether this is a feature to limit the payout of a set percent and rely on a hardy determined few to chase up.

Flybuys market this, they should be more reliable.

/rant over and to end on a positive note start to enjoy some of the purchase mentioned above. :)
 

Maisy33

Intern
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Jan 4, 2019
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91
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Virgin
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My son transferred 13,000 fb to velocity in November. (No points arrived at velocity) I contacted f but they wouldn’t talk to me. He sent a message through messenger but has heard nothing (he lives in the US) velocity responded by saying it was a flybuy issue
 

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