If the figures do not match what you expected, here is how to raise it.
FIRST, CHECK YOURSELF
Read the rewards history for reversals, expiries and redemptions Check the dashboard for what currently qualifies and at what rate Check whether the figure you are looking at is available or total Check whether an order was refunded or cancelled
Most discrepancies are explained by one of these.
WHAT TO INCLUDE IN THE TICKET
The dates concerned The invoice numbers of the activity you expected to earn on What you expected and what you see Screenshots of the balance and history if helpful
WHAT HAPPENS
We check the account records and the programme calculation and reply with what we find. If there is an error we correct it. If there is not, we explain how the figure was arrived at.
IF YOU DISAGREE WITH THE OUTCOME
Say so in the same ticket and ask for it to be reviewed. Escalating within the thread is faster than starting again.
CHECK PERIODICALLY
A recent discrepancy is easy to investigate. One from last year is not.
