Credit Issues

[SunshineGirl]

Just a reminder that the forum rules stipulate that you are not supposed to talk about not getting credits for things in the forum. If you believe that you should have gotten credit for something and did not, you need to file a trouble ticket. We've recently hired someone whose sole purpose is to investigate non-credit issues.

A lot of times we have threads that just turn into big complaint threads. It makes it look like SR is either intentionally not crediting people or often does not credit people, which proportionately, about 98% of our transactions credit just as they should. The bad stuff just tends to stand out when we talk about it so much. :)

Every now and again we will post asking if people are seeing any trends in non-credits to see if there are major issues with particular offers or merchants as opposed to individual problems that are usually the result of a person's computer settings. That is the perfect time to air out dirty laundry while being productive in helping us weed out the bad advertisers.

Thanks for your cooperation in this. We don't want to scare off potential new members by making it look like we never give credits. :sunshine:

[LauraLea]

Thanks for the reminder Tricia.

You have just spoiled us by staying on top of the credits all the time. During this busy shopping season we all just need to remember there are some things that are out of your control and we must be patient.

No complaints here. I have never been so far along with my Christmas shopping, credits or no credits. I am so happy to have so much of it done this early.

Thanks Tricia..........laura

[mollyeilis]

So...since I don't remember reading that, I would love clarification.

Say, for instance, someone comes in and says "I saw this, does it credit?" The only people who are allowed to answer this are those for whom the thing DID credit? What happens to the person with that expectation, if it doesn't, for whatever reason?

I can see wanting to make sure ALL of the story gets told (though just looking at signatures tells quite a bit!), but if we can't talk about it at all, then you're just skewing things the other way, which could then cause you more TTs.

Also, is this for questions, too, as in "how long does it usually take Dell to credit", which does imply no-credit-yet, but would be asked in order to keep from making a TT at x weeks, if the answer is x+y weeks.

Do those questions make sense?

Thanks in advance!

[jnorth1007]

The issue is with posts about how they have such and such a list of offers or shopping that are not crediting. Threads that are focused on the offers and shopping credits that don't credit only reflect the negatives. Those are items that are supposed to be handled by creating a TT and allowing the administrators to handle the issue.

[SunshineGirl]

Along with what Janet said---

It's fine to ask in general if a particular offer is crediting before you do it because you don't want to take a chance if it isn't crediting well. If too many people respond that it isn't, I'll pull it. (same for a merchant). I can usually tell on my end if more than 30 people sign up for something and we don't get any credits. But sometimes an offer can go bad long after it was good.

What I don't want is a lot of "Tricia, I didn't get credit for X." And I'm seeing a lot of those now. First, I miss posts. And then it looks like I am ignoring people if I don't respond. Second, I can't associate all of the usernames with accounts, so I can't even tell who it is who is saying they don't get credit sometimes. Third, it makes merchants look bad when a lot of times it was the member's fault for not following the rules and then the merchants find the posts using a Google search and get angry with me. And lastly, I can't keep track of who I have helped and who I haven't. That's the advantage of the trouble ticket system. We can better keep track of who we are helping and what the problems are.

[nicholfamily5]

gee I'm sorry! I made a post like that recently. I was trying to figure out why I wasn't getting credits all of a sudden.

I'll be more aware of that in the future. Thanks for the reminder!

[SunshineGirl]

gee I'm sorry! I made a post like that recently. I was trying to figure out why I wasn't getting credits all of a sudden.

I'll be more aware of that in the future. Thanks for the reminder!

No worries. It's definitely not isolated to one (or even ten!) people. I think it's just a pattern that the forum in general has gotten into and I have not done a very good job of policing it.

[mom2dea]

Sunshine girl I think this is great to point out as I had no clue this was a "rule" here and I have been here sence almost the begining .

[jnorth1007]

I thought that I would post the link to the sticky here since some people may not have seen it or ever read it and some of us (me included) may need a refresher LOL

http://www.sunshinerewardsforum.com/showthread.php?t=1

This is just the Forum rules sticky that Tricia originally posted when the forum opened.

[mom2dea]

are things added to that sticky often ? I know that sticky was not that long a few monthes ago .

[m 'n c]

are things added to that sticky often ? I know that sticky was not that long a few monthes ago .

I think it was updated yesterday to make a few things more clearer - ie the discussion of credits and the signatures since there have been some issues surrounding that lately. I know the stickey has been there for a while I just don't know what it originally contained.

[SunshineGirl]

are things added to that sticky often ? I know that sticky was not that long a few monthes ago .

Not that I can remember. When I went in to review the rules last night, I saw a typo that I fixed. But other than that, I can't remember the last time that anything was added. Maybe June or July?

[sunshinecindy]

And,even thought it says you CAN file a trouble ticket after 10 days, there are some stores that don't credit till after shipping, so that could take an addtional week or so, and some that only update credits once or twice a month. Personally, I think Tricia needs to change filing a trouble ticket to 15 days or so, then everyone wouldn't get so excited when they didn't see a credit in a day or two. If we keep filing complaints with merchants before they even have the chance to credit us, we are going to look bad, and when we look bad, I can't request exclusive coupons or larger percentages back. Once the trouble ticket is filed, we need to first off make sure you didn't get credit,then we need to make sure your credit isn't setting with the merchant, then we need to make sure that you did indeed click through SR. This all takes time, and if we see them just sporatic, we don't jump on filing them, we wait till we have a few in most cases, otherwise, again, it aggravates the merchant, so theres no need to file an additional trouble ticket asking if we are doing anything. Once it says under SR review, you can rest assured its being handled from there. And, while we are on it, and I don't know if this was posted somewhere else since I've been at a marketing seminar all day, don't file a tt on a survey, it just gets closed out, no questions asked or answered. Know that we know when there are problems with merchants or surveys, and we do everything we can to get your credits, cause its not just you losing money, its SR losing money too.

[jnorth1007]

I have been trying to stress to everyone (and follow the rules myself) that it really is best to wait until 14 days have passed. Will the majority of the credits show up within 7? Probably, but the rest are ones that could probably use the 10 -14 days. I know it seems like things are changing and there are new rules around every corner but this is happening because we are all trying to streamline things to make it easier on the members. If you guys follow the rules and :eek: show a little bit of patience it makes it easier on the administrators and it also will make your credits roll in much more smoothly. If time is spent taking care of and closing TT's that shouldn't have been filed yet or at all then they are taking away from the time that can be spent doing the good stuff like finding us offers and coupons and higher percentages back. If you guys use the search function to see if questions have been asked about the topic you are asking about it helps to streamline the response time for us and also helps to keep the forum slim and neat so it is easier to find answers. If you guys keep the survey questions and responses to the 3 survey stickys we have then it makes it easier for others to see what the issues are and for Tricia to group the responses and show them to Greenfield. It is hard when they are spread out all over the forum and in different sections and different threads in each section. We have issues sometimes where the same posts or very similar ones are showing up all over the forum. I remember a few weeks ago we had no less then 5 threads that announced the recall of the Aquadots. I think it is GREAT that we can help each other out with issues like that and should continue to do so but try to keep them to one thread so that everyone can read and respond on the same thread and you aren't jumping around to try to get the information. I hope this makes sense and that you guys realize that some of the changes or things we have started to enforce are for the good of the community and SR and the individuals as a whole. Thanks for listening! :love: :sunshine:

[mom2dea]

oh I hope no one took my questions as me saying anyone here was doing a bad job ! I think you are all doing a wonderfull job and infact I am glad this thread came about cause it dose help those of us that may have never went back to that sticky after the first day they entered the fourms .

Thank agian Sunshine Family for all you do !!!!

[m 'n c]

bumping up as a friendly reminder.

[missangie]

I'm bumping this again so that everyone gets a reminder today!

[MamaO]

I have been trying to stress to everyone (and follow the rules myself) that it really is best to wait until 14 days have passed. Will the majority of the credits show up within 7? Probably, but the rest are ones that could probably use the 10 -14 days. I know it seems like things are changing and there are new rules around every corner but this is happening because we are all trying to streamline things to make it easier on the members. If you guys follow the rules and :eek: show a little bit of patience it makes it easier on the administrators and it also will make your credits roll in much more smoothly. If time is spent taking care of and closing TT's that shouldn't have been filed yet or at all then they are taking away from the time that can be spent doing the good stuff like finding us offers and coupons and higher percentages back. :love: :sunshine:

A good example of this is a shopping credit I received this week, about 11-12 days after I'd placed the order (and had already received it). I had been thinking about filing a TT - it was hard to wait because I knew from the Forum that this merchant often credited quickly. But it came through on its own!