Shops Away Problem

Hi,

I raised a missing transaction form with shops away for a fairly substantial mile amount for a purchase over Christmas. They have come back to me saying "sorry to inform you that your claim was rejected as John Lewis has reported that your last click for your purchase was not made via Virgin Atlantic Flying Club Shops Away site but another marketing source, hence making the transaction invalid to earn Flying Club miles."

I know this to be BS, as I haven't used other marketing sources in many months. It also shows in my Clicks etc. Any suggestions about what I should do?

Thanks, Stevey

This is difficult as you do not have any proof I assume. I have had a few purchases over the last 2 yaers that have not registered (as have others- see posts elesewhere). Unfortunately I do not see a way around this other than:

1. protesting your point and see if they will review your claim. Maybe with JLP themeselves as they seem to be the ones refusing to award the points or

2. returning the item to JLP and purchasing again (if this is possible).

When I make purchases now, either via ShopsAway or the BA equivalent (Gate 365), I make sure my adblocker is turned off and all other windows are closed on my PC.

It is a temperamental process though it has to be said.

you have the click history & your email order time stamped- this happens sometimes if you tab browse & open things in a new window.
You should ask them for the other marketing source.

I agree with eggtastico - ask them to identify the other marketing source (they may not but worth a try). From your point, did you complete the transaction without leaving the John Lewis website or clicking any other links, or going to a bookmarked page after clicking through from the portal? Likewise, you didn't click to open the item's page in a new window or new tab - as that would also not track. If you're certain of all those things, then stand your ground and argue your case asking for them to prove what they say.

I do wonder if it's John Lewis's way of getting out of the referral fee that they'd have to pay because those miles are paid for one way or the other.

Hope you're successful.

I gave up on using them when I found virtually all my miles reversed, with no explanation, a couple of months after the transaction completed and the miles initially posted.

I gave up on using them when I found virtually all my miles reversed, with no explanation, a couple of months after the transaction completed and the miles initially posted.

Same here ... I gave up withh Shops Away after having 6300 miles removed from my FC account.
They were posted after using Booking.com.. no explanation except something like "the purchases were via another marketing source".
A few chasing emails proved nothing.
I no longer use shops away .

Thanks everyone for your help. I don't get a good feeling about ShopsAway now
i'll try and see what they say. Nothing ventured, nothing gained.

It does surprise me with the issues people have with shops away
I've collected more than 200k miles now and never had an issue with miles not showing.

It does surprise me with the issues people have with shops away
I've collected more than 200k miles now and never had an issue with miles not showing.

Yes likewise!

When I make a purchase I make a point of clearing cookies & cache and using Safari with no other page open. I click through, purchase and then X out.

It does surprise me with the issues people have with shops away
I've collected more than 200k miles now and never had an issue with miles not showing.

Yes likewise!

It wasn't the showing of the miles that was an issue. It was their reversal two months later when I might have already used those miles to purchase a flight that irked me.

Well I've asked them to ask John Lewis to have another look at it..... we shall see. Not holding my breath, but it would put me off shopping at JL again