I've found that my Qantas Online mall points aren't always being credited to my FF account.

10 replies

Hirsty

Qantas - Qantas Frequent Flyer

Member since 20 Oct 2014

Total posts 11

I've found that my Qantas Online mall points aren't always being credited to my FF account. Have raised it twice with them now and still haven't heard anything from them. I'm wondering if anyone else has had trouble with transactions being credited?

Thanks

Michael Kao

Qantas - Qantas Frequent Flyer

Member since 06 Nov 2014

Total posts 155

Did you enable your cookie?

I've done quite a bit of online shopping and I always make sure the cookie is on. 

Then usually within 72hrs I get an email acknowledging the transaction and saying my points are pending the approval of the seller. 

Same procedure with velocity eStore, Krisflyer Spree and Asia Miles shopping. Although I must say occasionally I need to physically chase it. If you don't receive a confirmation email, the the cookie mightn't been enabled at the time and there is very little you can do about it. 

Hirsty

Qantas - Qantas Frequent Flyer

Member since 20 Oct 2014

Total posts 11

Yes the cookies are definitely enabled on both computers that I've ever made transactions on.

Michael Kao

Qantas - Qantas Frequent Flyer

Member since 06 Nov 2014

Total posts 155

Did you receive the confirmation email? The title should say "your Qantas points is on it's way".  If you have received it, just be patient and it will eventually arrive. If not, you might need to chase up. Make sure you got all the receipts and state very firmly that you enabled cookie and you used the link from Qantas and you never closed and reopen the browser. It will take a lot of effort and it all depends on how much point you are expecting. It may not be worth the effort. I once had to chase one transaction from Asia Miles and it took 5 months and no less than 10 phone calls. 

If you have a specific redemption in mind and you are just short of those points from eStore, tell them and see what they can do. Last year I bought my iPhone from Velocity eStore which was worth 3100 points, it wasn't credited after 30 days (which the website says the max time it would take). I was waiting for that 3100 points to complete a redemption on VA BNE-LAX. I told them if the seat has been snatched while waiting for the 3100 points I would be very upset. Velocity was really good and gave me 3100 "bonus" points to complete the booking. Then after about 3 months, the 3100 points finally arrived! Not sure if QFF would do the same although they probably will match whatever Velocity does. 

driley28

Qantas - Qantas Frequent Flyer

Member since 07 May 2012

Total posts 299

Never had an issue.  Received the confirmation email as well.

Serg

QFF

Member since 12 Apr 2013

Total posts 870

I have the same problem (never receive confirmation email) and cookies definitelly enabled

Hirsty

Qantas - Qantas Frequent Flyer

Member since 20 Oct 2014

Total posts 11

I think it's safe to assume that if you don't receive the "your points are on the way" email that you're probably not going to get the points. I'm still chasing missing points for a purchase that I actually recieved the confirmation email for from a couple of months back (bothering because it's worth 15k points).

The half dozen or so mall purchases I've made over the last couple of weeks have resulted in no emails, except for today. Before ordering I did the following (On a Mac using firefox). Updated Firefox, java, cleared my browser data (ccleaner makes an easy job of it) then rebooted.

I placed the order through the online mall and a few hours later the confirmation email arrived from QF.

I may have missed a few purchases (a decent one too) but I think it's right now, still doesn't explain why I haven't been credited points for transactions where I've received the email but I'll be chasing this up further and keeping an eye on the account when the 30 day period rolls around after purchases.



WeeWillyWonka

Member since 13 Feb 2015

Total posts 1

Hirsty,

 

What retailer did this happen with? I've used the online mall and received no emal from David Jones, yet when I use eBay everything works.

 

I have contacted Qantas multiple times to show proof I have followed the correct procedure, yet I am being told that this is my fault yet no reason is given even though the online mall does work for me.

JBB

Qantas - Qantas Frequent Flyer

Member since 13 Jan 2017

Total posts 1

The bottom line is that Qantas are not honouring their commitments. I make regular purchases through the Qantas Online Mall using the same procedures, and every so often Qantas opt out on their side of the deal. 

I have suggested to some Qantas Online Mall Stores that they ought to show concern that a third party ie. Qantas is offering the public incentives to shop with them, without delivering on those incentives.  I would say that the problem is not big enough for anyone to really care, and Qantas must be saving a bomb by failing to award points incrementally. If it bothers you enough, you don't have to shop through the Qantas Online Mall.

akronflyer

Qantas - Qantas Frequent Flyer

Member since 29 Jul 2014

Total posts 144

Most of the time  I receive the points, I always photograph the transactions on my smartphone
I made a major purchase  with a bonus point offer and nothing appeared
I've emailed  QF three times  and rung up about 4 times, promises are made and not fulfilled
Even rang the QF switchboard  and the Telephonist  hadn't heard of the Qantas online mall
She did to try  to help but the person I spoke to never rang me back just like all the others
Why bother ?

spasquarelli

Qantas - Qantas Frequent Flyer

Member since 15 Aug 2014

Total posts 10

I am chasing my 6th purchase this year. I have my cookies enabled, received a confirmation email from the online mall for every purchase and have waited 8 weeks before following up. I have phoned the call centre on 4 occasions and sent seperate emails for each purchase. Most have been credited some I am waiting on. I have been using the online mall for many years and have never before experienced any problems. I am a platinum FF so I can call the premium service centre, they have not been very helpful stating they will follow up and call back and they don't. I feel that it may relate to the system upgrade that QF had a few weeks ago however no one at QF seems to care to investigate. The emails I receive from the service centre are very generic and not at all helpful.

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