Qantas OnlineMall Claims Process

[SeatBackForward]

Mid - October 2017 I made a purchase of over $1k through the OnlineMall, with an affiliate partner on a 5:1 promotion. Never received the confirmation email. Lodged a claim and received the Service Request Number (SR#).

Since that time and about 8+ pairs of email exchanges, I was asked for proof of purchase, then proof of payment. Each time replying to the QF support team generated a new SR#. Finally in the new year QF reply back saying the affiliate indicates that the payment was declined and therefore no points will be credited . Strange as payment was processed and items were received. The affiliate has since replied also confirming that the order was processed and sent.

My frustrations:

1. Needing to send the same proof of purchase multiple times
2. Each reply to information requests raising a new SR# severely affecting trace ability and probably allowing each SR to drag on for longer
3. QF's seemingly blatant lie about the transaction not being processed.

In light of the above, I have requested the matter be escalated - has anyone had any luck dealing with similar frustrations, or having such claims escalated?

I've not had problems with the OnlineMall in the past, and have had points credit as normal many times before.

 

[Franky]

Mid - October 2017 I made a purchase of over $1k through the OnlineMall, with an affiliate partner on a 5:1 promotion. Never received the confirmation email. Lodged a claim and received the Service Request Number (SR#).

Since that time and about 8+ pairs of email exchanges, I was asked for proof of purchase, then proof of payment. Each time replying to the QF support team generated a new SR#. Finally in the new year QF reply back saying the affiliate indicates that the payment was declined and therefore no points will be credited . Strange as payment was processed and items were received. The affiliate has since replied also confirming that the order was processed and sent.

My frustrations:

1. Needing to send the same proof of purchase multiple times
2. Each reply to information requests raising a new SR# severely affecting trace ability and probably allowing each SR to drag on for longer
3. QF's seemingly blatant lie about the transaction not being processed.

In light of the above, I have requested the matter be escalated - has anyone had any luck dealing with similar frustrations, or having such claims escalated?

I've not had problems with the OnlineMall in the past, and have had points credit as normal many times before.

Interesting - will watch your story unfold closely as I am about to make an online purchase for an iPad Pro thru the mall. Best of luck with the result.

 

[SeatBackForward]

Interesting - will watch your story unfold closely as I am about to make an online purchase for an iPad Pro thru the mall. Best of luck with the result.

Thanks, I'll see how it goes, at present the QF position is no points, but my issue is that I want this escalated as it's clear QF have either lied to me, or have their facts wrong and need to get it clarified.

That each response sent to QF raises a New SR# really annoys me as there is no continuity of the case and each support agent effectively treats this as a new case. I've had several responses explaining to me how to use the OnlineMall, before they actually address my issue.

 

[chrispy3276]

If it's feasible, I'd request a call back the next time you sent an e-mail. I use the mall probably every couple of months, and the one time I've had an issue with points and all requested evidence provided (which seems similar to your case), it felt like I was going backwards and forwards when dealing by e-mail. One phone call when a person could see the history and it was resolved immediately and points credited while on the call. Good luck.

 

[mstuart681]

Is it possible you had cookies disabled? or thought you went through the Mall but opened the site in a different tab?

 

[SeatBackForward]

Is it possible you had cookies disabled? or thought you went through the Mall but opened the site in a different tab?

It may well be possible, I did nothing different to every other time I've made a purchase through onlinemall, The only difference I could think of was that because it was a spend of over $1k, I might have spent a lot longer selecting items etc.

Thanks for the tip re call back, I'll ask for that in the next series of communications. Would calling the FF Service number be of any benefit?

 

[chrispy3276]

Thanks for the tip re call back, I'll ask for that in the next series of communications. Would calling the FF Service number be of any benefit?

Probably not, past experience for me has been that they would need to dig/review - if they can resolve on you making the call, suspect it'd be fairly lengthy in time

 

[SeatBackForward]

Just as an update, I tried to send an email requesting a call back (and yes, yet ANOTHER SR#), and they've not responded in any way. I guess the case is closed to them, despite the blatant lie they told me, that even the online partner is saying QF has gotten wrong.

Is there any other avenue I can seek? written letter?

 

[Isochronous]

Just as an update, I tried to send an email requesting a call back (and yes, yet ANOTHER SR#), and they've not responded in any way. I guess the case is closed to them, despite the blatant lie they told me, that even the online partner is saying QF has gotten wrong.

Is there any other avenue I can seek? written letter?

Complain to the Airline Consumer Advocate.

 

[Mistress]

It may well be possible, I did nothing different to every other time I've made a purchase through onlinemall, The only difference I could think of was that because it was a spend of over $1k, I might have spent a lot longer selecting items etc.

Thanks for the tip re call back, I'll ask for that in the next series of communications. Would calling the FF Service number be of any benefit?

I put my order in for the apple watch in late November, and my points just got credited to my qantas account in the last week with the bonus points too. Cookies definitely need to be enabled in order for the qantas website to track you buying the product on the purchasers website. You may need to check your settings because either updates, or even clicking on a popup may of disabled it.