Claim appeal #7: please vote

[richard@imutual]

One of our members has had a claim rejected and has opted to appeal against our decision, as they are entitled to under our Appeals process. You are invited to read the details of the claim, the merchant's reasons for rejection and any subsequent responses to this topic and then, within 7 days, vote as to whether you think we should award the claim. Summary details of the claim history are as follows:

The member visited eFax on 14 Sep 2010 using the correct imutual link and the details of the transaction were:

Type: eFax 30 day trial
Order value: £0.00
Cashback: £10
Shares: 100

The transaction was untracked and a claim was submitted on 24 Sep 2010, with the fax number provided as a reference

The merchant rejected the transaction on 24 Jan 2011, meaning that imutual will not receive any commission for this transaction. Based on information provided by the merchant, we responded to the member as follows:

** 24 Jan **
The merchant has rejected your enquiry with the following response:

Invalid order ID

Unfortunately we have not received commission for this transaction and will therefore be unable to award cashback on this occasion.

We cannot pursue this claim any further with the merchant, but we do monitor the performance of our from our site

For further information, see http://www.imutual.co.uk/help/14/1021/

The member concerned may choose to respond to this thread to provide information in support of their claim. Equally, we respect their right to anonymity and they may choose either not to respond or to post using another account (the only situation in which we permit multiple accounts!).

Please discuss the merits of this claim and then cast your vote using the poll options provided

[moi]

Richard, at the time did the claimant give you anything other than a single reference number? Screen shots of the sign up? Copies of sign-up/confirmation emails? Screen shots of the eFax account? ...

[moi]

No, although to be fair the claims form doesn't allow screen shots to be uploaded and we didn't request any

[kevinchess1]

Does the member have any of these?
Might be helpful in my desicion makin process

[BeautifulSunshine]

This was my claim.

See here the signup confirmation email. I have edited out my name and numbers as they reveal my location.

Welcome


Dear XXX,

Thank you for choosing eFax Plus®! Please save this email as you'll need these details to update your account, edit your user settings and access your eFax Message Center.
Account Details
Your eFax Number: +44 (0) XXXXXXXXXXXX
Your eFax Login: 44XXXXXXXXXX PIN: XXXXXXXXX

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You will periodically receive administrative messages such as these from eFax to help you use your service and apprise you of feature updates. Your eFax Plus® phone number is the sole property of j2 Global Communications, Inc. Representation of this phone number on your invoice or other documents does not imply or impart any other rights. This phone number is not eligible for porting, except as initiated and provided for by j2 Global in its sole discretion. Attempting to port this number otherwise constitutes a violation of the eFax Customer Agreement and results in legal liability for which j2 Global may collect damages. Some non-U.S. jurisdictions don't allow limitations to be placed on your right to port the eFax Plus® number assigned to you, so some of these limitations may not apply.

This is a confirmation email for successfully sent fax. I used the service to send repeat prescription requests to my GP.

Dear XXX,

Re: Repeat Prescription

The 1 page fax you sent through eFax.com to 44XXXXXXXXXX was successfully transmitted at 2010-09-14 19:52:05 (GMT).

The length of transmission was 30 seconds.

The receiving machine's fax ID: XXXXX XXXXXXXXX.

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If you need additional assistance, please visit our online help center at http://www.efax.com/help/. Thank you for using the eFax service.
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Email: help@mail.efax.com



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eFax® is a registered trademark of j2 Global Communications, Inc.
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This is the confirmation of cancellation of efax:

Dear XXX,

Per your request, we have canceled your service. Billing on this account will cease as of 2010-10-01. Your confirmation number is 73181170.

Should you wish to reactivate your account, please call us at:

1 (323) 817-3205 (U.S.)
353 1 656 4910 (Europe)
852 2815 5552 (Asia/Pacific)

We cannot guarantee your prior fax number will be available as inactive numbers are reassigned once an account is closed.

Get a FREE eFax account!
Click here to sign up for a new eFax Free account now and continue to enjoy the convenience of receiving faxes by email! Service restrictions apply. See site for details.
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Thanks

[Mel]

Why do I get the feeling that the merchant doesn't want to pay up because you cancelled at the end of the trial period?

[Squire]

Could be, but the cashback was not conditional on continuing after the 30 days. And they didn't cite "cancellation" as their reason for rejection

[Squire]

Could be, but the cashback was not conditional on continuing after the 30 days. And they didn't cite "cancellation" as their reason for rejection

They may have classified it as invalid ID because the account no longer exists when queried.

They may be taking the mickey a bit there, but then so are we when we cancel a trial period and still expect to get cashback.

Some times we will not win, and the merchant can refuse to pay up if the offer was not taken in "good faith".

If we were the merchant being taken advantage of, would we want to pay up for nothing? No!

The merchant will not pay imutual, so imutual TERMS say we cannot legally expect cashback.

All cashback sites are like that, and we have to respect this as part and parcel of the nature of gaming the system like we all do.


Nice to know you will monitor things, and I hope that if the merchant carries on doing this, you will drop them from the site.

[richard@imutual]

We're no longer promoting them. They weren't actually too bad for imutual, but I recall them being quite unreliable in a "former life"

[zulu17]

Personal opinion - such offers are normally unreliable payers and often make difficult to cancel trials or still take payments -- if you take them up and get the reward good for you - however accept the risk that it won't happen.

Appreciate the claimant - put his/her case forward - I presume you did not lose any money on this activity only not receive the reward for taking the trial.