Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is a cash back website that was advertising 6% cash back on a purchase from Nebula Genomics. I made the purchase, it tracked on their website, and they refuse to pay out. Please find attached the purchase confirmation, confirmation that I clicked through to Nebula Genomics from their site, and the response from them.

  Business response

  01/11/2024

  The customer contact me about this situation on a Friday night at 8:52pm and I responded by 9:11pm, not even 20 minutes later well after business hours. I continued to correspond with the customer back and forth for half an hour to get as much information as I could to try to figure out the situation because it is VERY rare that we ever have a credit not come through when we use this particular tracking company (ShareASale).

  I sent a screenshot to the customer from the ShareASale interface showing that we had received no credits at all for Nebula Genomics. (screenshot attached)
  
  I indicated that I would look into the situation with the merchant to see if I could try to get the money. We did attempt to reach out to the merchant through the network ************* to file a dispute on December 5, 2023: Here is a screen shot of the automated response: (screenshot from ShareASale attached)
  
  Up until now,we have not had a response from the merchant, but I am not hopeful that we will get our credit given that it seems highly likely that the customer already had the products in his cart before clicking through our links, in violation of the way that the affiliate tracking works.

  Sunshine Rewards terms and conditions state:

  Members should keep emails confirming any and all signups in the event that they do not receive credit. However, the member receiving credit is contingent upon Sunshine Rewards receiving funds and confirmation from the offer provider or merchant. If the offer provider or merchant fails to provide credit to Sunshine Rewards, Sunshine Rewards will not credit the member.
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  In addition,the terms at the bottom of every shopping page, including the Nebula Genomics page state:

  *Cash back terms: In order to receive credit for your sale,you must be logged into Sunshine Rewards and make your purchase using the links or banners above using only the coupon codes listed. Do not place your items in your shopping cart before clicking our link, or you will not receive credit.
  
  The screenshot that the customer provided to us of clicking through Sunshine Rewards showed that there was already an item placed in his cart when he clicked through Sunshine Rewards, which negated his ability to get cash back for clicking through us.
  
  Per our site terms and conditions, the fact that the credit did not automatically track like it should have if the customer had followed them, and the lack of response from the merchant about owing us any money, we cannot pay the customer what we have not received ourselves. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩