Qantas Declining Woolworths Points transfer due to Woolworths refunding unavailable items | Australian Frequent Flyer
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Qantas Declining Woolworths Points transfer due to Woolworths refunding unavailable items

SeatBackForward

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We do weekly grocery shopping with Woolworths, and every week we get the couple of hundred points into our FF account from this purchase. But todya, checking our shopping history, from the 1st of October, just about every one of Our Woolworths orders has had the points transfer declined by Qantas. Why?

Apparently Qantas says "Remember, if you cancel, amend or refund, you won't be eligible to earn points. Please check the individual retailer's page for full details"
However it is not us modifying the order. We might order an item, and then the next day Woolworths will inform us that item is not available and refund us the amount for that item. It seems Qantas then cancels the entire transaction. and Woolworths typically cancels one item or the other every week.

This doesn't seem fair! Has anyone else noticed this?
 

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Just to clarify, this has been going on since 1st October 2018. by my Reckoning, I've had about 10,000 points not given due to this error, either by Qantas or by Woolworths
 

serfty

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It happened to me in the early days - a substitution / cancellation would take the cost under a bonus point qualifying level.

I simply stopped online purchases.

Have you complained? If so, who too.
 

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It happened to me in the early days - a substitution / cancellation would take the cost under a bonus point qualifying level.

I simply stopped online purchases.

Have you complained? If so, who too.
I fear I'm going to get the run-around. Initially Qantas said its a Woolworths Issue. Woolworths Online shopping put me through to their Rewards team who passed me back to Online Shopping who have then said it needs to be addressed through Qantas. Now Qantas want me to itemise each invoice as proof..

so I've decided bugger that, I'm going to put together a spreadsheet indicating each and each and every aspect of every transaction with hyperlinks to the receipts and send it all to them. I'm pretty sure they can just shrug and say "well thats the T&C's" in which case we'll take out weekly grocery shopping elsewhere.
 

twiningb

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I fear I'm going to get the run-around.
I don't know about Woolworths, but 100% yes from the Qantas end. They're reliably awful for customer service across all channels in my experience.
That said, I feel like Woolworths need to have a stated policy on this, and that's where I would focus my attention. Qantas have no reason to initiate the the points rejection/reversal unless Woolworths tries a clawback. So if that's going to be Woolworths' policy (and especially for unavoidable adjustments due to their own fulfilment failures) they should either honour the transfer (maybe temporarily overdraw your Woolworths Rewards balance by the relevant number of points), or actually recredit the points to Woolworths Rewards and then try again after the next transaction takes you over 2000. (Or, you know, not credit points until they've actually filled the order, and honour bonuses on request for adjustments outside a buyer's control.)
 

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Just to clarify, are we talking about transactions using Woolworths Rewards or a system/portal where QFF points are credited directly from Woolworths Online orders?
 

NoName

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It sounds like OP is talking about buying online via Qantas Mall??
 

twiningb

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It sounds like OP is talking about buying online via Qantas Mall??
I took it as transfers from Woolworths Rewards, based on:
-usage of word "transfer"
-mention of loss of 10,000 points, whereas Qantas Mall points would be fewer and not a round number
-mention of it starting from 1 October, which is when Woolworths Rewards cut over to more-or-less "immediate" transfers

But I could be mistaken. I'd say if it's Qantas Mall you probably have to deal more with the Qantas end (and resign yourself to getting no joy).
 

rainbowgirl

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It sounds like the Qantas Mall portal but some of the comments say Woolworths Rewards which is why I thought there had been some confusion.

It sounds like most of the fight is going to be with Qantas. It doesn't seem very fair to cancel all of the points when only part of the order had to be refunded due to problems at the supplier end.
 

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Just to clarify, are we talking about transactions using Woolworths Rewards or a system/portal where QFF points are credited directly from Woolworths Online orders?
This is purely using the Qantas Online Shopping Mall, not the Woolworths Rewards program.
 

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My guess is that it is Woolworths telling Qantas that there has been a refund.
I think this is the issue. And to add to the confusion, sometimes the invoice indicates a refund immediately (for some strange reason you can purchase items that they know aren't available), and other times the refund occurs the next day when the delivery/fulfillment occurs.
 

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I took it as transfers from Woolworths Rewards, based on:
-usage of word "transfer"
-mention of loss of 10,000 points, whereas Qantas Mall points would be fewer and not a round number
-mention of it starting from 1 October, which is when Woolworths Rewards cut over to more-or-less "immediate" transfers

But I could be mistaken. I'd say if it's Qantas Mall you probably have to deal more with the Qantas end (and resign yourself to getting no joy).
Sorry It did seem vague, and also why even Woolworths themselves couldn't figure out what to do. the 10,000 pts is my estimate, on the basis that from 1st October 2018, we've spent approx $5k worth with Woolworths Online, and the QF shopping mall converts at 2pts/$ for Woolworths. There were probably some bonus periods in the mix too, I'll figure that out as I compile my spreadsheet.

The 1st of October is significant, yes, because it seems from that date on was when the refunds were being sent through to QF who then declines the points. Prior to that date, all Woolworths Online orders were being converted, even the ones with the small refunds.

I daresay there might be many other shoppers who have the same problem!
 

twiningb

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Sorry It did seem vague, and also why even Woolworths themselves couldn't figure out what to do. the 10,000 pts is my estimate, on the basis that from 1st October 2018, we've spent approx $5k worth with Woolworths Online, and the QF shopping mall converts at 2pts/$ for Woolworths. There were probably some bonus periods in the mix too, I'll figure that out as I compile my spreadsheet.

The 1st of October is significant, yes, because it seems from that date on was when the refunds were being sent through to QF who then declines the points. Prior to that date, all Woolworths Online orders were being converted, even the ones with the small refunds.

I daresay there might be many other shoppers who have the same problem!
OK, sorry if I inadvertently gave the wrong advice.

My gut says Woolworths won't be able to help much with this, unless they develop a specific policy and only confirm the transactions to Qantas (as the referrer) once filled, and adjusted as necessary.

In general, problems with Qantas Mall (or Velocity eStores or any similar referrer platform) need to be raised with the referring platform, which with it being Qantas means a world of pain. I've had numerous transactions (executed cleanly with no partial refunds) not processed properly through Qantas Shopping, and they're extremely difficult to get anything fixed with. Velocity eStores are usually better (not perfect) but of course going to Velocity eStores (or Cashrewards) isn't an option for Woolworths shopping.
 

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OK, sorry if I inadvertently gave the wrong advice.

My gut says Woolworths won't be able to help much with this, unless they develop a specific policy and only confirm the transactions to Qantas (as the referrer) once filled, and adjusted as necessary.

In general, problems with Qantas Mall (or Velocity eStores or any similar referrer platform) need to be raised with the referring platform, which with it being Qantas means a world of pain. I've had numerous transactions (executed cleanly with no partial refunds) not processed properly through Qantas Shopping, and they're extremely difficult to get anything fixed with. Velocity eStores are usually better (not perfect) but of course going to Velocity eStores (or Cashrewards) isn't an option for Woolworths shopping.
No bad advice given :)

Yes I struggled a few years ago with their Online Mall after spending over $1k on a merchant when QF ran a 5pts per $ promotion. It dragged on for over a year, even with multiple emails from the merchant confirming it was a valid transaction and ended up QF giving me the silent treatment and not offering ANY points.

It didn't help that each email to them raised a new Service Request number - its such a flawed system they have.
 

serfty

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It didn't help that each email to them raised a new Service Request number - its such a flawed system they have.
Did you try the Airline Customer Advocate ?

 

Mattg

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Did you try the Airline Customer Advocate ?

Does the Airline Consumer Advocate assist with issues relating to loyalty programs? This isn't really an airline complaint per-se, but an issue with the Qantas Frequent Flyer program and Woolworths.
 

serfty

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Does the Airline Consumer Advocate assist with issues relating to loyalty programs? This isn't really an airline complaint per-se, but an issue with the Qantas Frequent Flyer program and Woolworths.
It is relevant in relation to "Qantas Frequent Flyer" as such schemes are part of the ACA's charter.

Going by this comments in this thread, it is QFF who are using the "returns" to deny points.




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deejo77

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QFF are a pain to deal with - i had a car rental issue that took weeks and a PA from someone at the top to get involved with it for it to be resolved
 

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