Why why why do they only take care of half a ticket?
- - Please credit me for the following offers and bonuses missing from my earnings:
(2) Cathedral Cheese @ $2.50ea
Completion of the Weekend Whiteboard Bonus @ $5
Completion of the July Level 1 bonus @ $0.50 - -
I had entered $10.50 as the amount I expected to be credited. I was given $5 for the cheese and the bonuses were ignored. This is the 3rd or 4th time this has happened. I’m so fed up with how poor the support is. Any suggestions? I usually also include my expected credit total in the description.
Customer Service is a difficult job. There's so many things that go wrong and it's not easy to figure out what happened. And the problem usually resides in an area outside of customer service's responsibility. I think with Ibotta, many of the problems that customer service deals with are a result of the app not functioning properly. I opened a ticket this weekend because I got credit for two items under one offer when I bought just one. This isn't a new issue since others have reported the same thing. I scanned the receipt and 2 was shown for the number of items to redeem. I changed it to 1 and submitted the receipt. I then got credit for 2. I opened a ticket to have it corrected, explaining what happened. The final result was they couldn't see why it happened and said to keep the extra as a reward for being honest. Fine by me but that still didn't resolve the original problem. And I wouldn't be surprised if in the future that extra amount is reversed.
So my thought is that customer service isn't necessarily bad but overburdened by ongoing problems with the apps and other functions. Maybe Ibotta needs to take a breather and focus on correcting these problems. That would help reduce the workload of customer service and improve customer experience.
It's SO WRONG, but
Ibotta doesn't count any offer that was credited manually (as Ibotta Care) toward bonuses.
First - it's totally Ibotta fault that it doesn't recognize legit offers, second - Ibotta punishes us for its own blindness.
Can moderator bring this problem to Ibotta attention?
Yes, it is corrected but my question remains - why does this happen so frequently? Is there something else I need to put in my ticket to ensure the whole issue is handled? The mistake is too common for there not to be something else going on.
'Missing credits' is an issue we have as a top priority to resolve. There's already a few things we're doing that will be happening soon to correct this, but in the meantime, when it happens, we do need a ticket to be submitted. Our Care agents are unable to adjust bonus progress. Generally if you make it very clear that you completed certain bonuses then they should be able to credit for the bonuses, however they do this on a case-by-case basis. Some savers have less difficulty with this than others, although I'm not sure why as I don't have access to the ticketing system.
Maybe someone with better success (when submitting for missing credits) can share their method?
I can say that when I had a missing credits that also affected a bonus, I made sure to include it in the description of the ticket, and the bonus was awarded accordingly. From what I remember, the bonus had expired and could not be adjusted but I was given the amount of the bonus. It’s best to be as descriptive as possible when entering a ticket, and include photos and screenshots to make your point.
Can you please simply cut/paste your whole ticket request details here, redacting anything personal?
I have also had this happen to me many times, and am curious how clear your request was. I sometimes am baffled at how clear I am, and other times I realize I could have worded it better..
This is a good question. I have also submitted trouble tickets and only received half the results. Depending on the amount usually less that $1.00 I won't submit a trouble ticket.