An order paid with Reward Certificate was never fulfilled. Do I lose my points?

Hello,
I placed an order on May, 22. Total for this order was $17.92 (paid with credit card) + $20 (using reward certificate). I received an e-mail confirmation saying that my order was shipped a day after that. I waited two weeks for my order to arrive, which never happened.
Few days ago I contacted CS by e-mail trying to find out what the issue was, they refunded me the $17.92 only. They never mentioned what was going to happen with my $20 reward certificate. Do I lose that? I don't think that is fair considering it was not my fault that the items never showed up.
Can someone please shed some light on this?

Greetings NosajThing,
Thank you for posting with us! My Best Buy Certificates may take up to a few days (3 – 6) to be credited back on your account when a cancellation happens. I apologize if you haven’t received those points back on the account even after reaching out to us with your concern.
I took some time to review your order by using your email address on your profile. From what I can see, it seems as though your order was “shipped” and a credit of $17.92 posted back on your credit card. I would be interested in finding out if the order was lost during delivery and if this was the main reason you had contacted us in the beginning. If so, I would be happy to continue working with you once more details are provided.
In order to do so, I have sent you a private message. You may view it by logging into the forum and clicking on the envelope in the upper right-hand corner of your screen.
Thanks,
Arian|Social Media Specialist | Best Buy® Corporate
Private Message

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Best Buy exchange with rewards certificate issue

Hi,
I have been a loyal customer of Best Buy over the years and go out of my way to shop there for my electronics. I hope someone can assist me with my problem. Below I have given a brief synopsis of what is going on. Thank you for your time.
On 01/10/15 I purchased a Bose headset using some of my best buy rewards certificates and the rest of the balances on my credit card. I forgot to use a $50.00 gift card that I had received, towards the purchase that day. On 01/13/15 I returned to the same store to ask that the receipt be credited and re rung so I could apply my $50.00 gift card. The customer representative advised that since I used best buy rewards certificates I would not be able to do the exchange since the rewards take 8 days to return to my account. I asked if the rewards could just go onto a best buy gift card and he stated they were not able to. I had no intention of returning my item; all I wanted was to get the $50.00 gift card applied to my receipt. Instead I was forced to return my headset and now wait 8 days to then repurchase the same headset in order to be able to use my best buy rewards certificates plus my $50.00 gift card. I find it ironic that best buy is willing to take in a returned item (never intended for return), make customers wait 8 days, and then have the customers travel back to the store to buy the same item over again just to be able to use their rewards certificates that were returned.
I did advise the customer service representative of how absurd the process is and he stated “I know I’ve been dealing with it for the entire holiday season but this is the only way it can be done.” Best Buy should really take a step back and look at this process since they are incurring a loss on the returned product and the overall poor customer experience.
Thank You

Hi jonchiarito,
Thank you for signing up for the forum and connecting with us.
I can imagine feeling frustrated after hearing that your certificates would be returned to your My Best Buy™ account, which may cause you to have to make another trip to the store to redeem them. The only way we could have applied the $50 gift card to your existing purchase is to process a return and repurchase, which would cause the certificates point value to repost to your account. Since certificates have no actual monetary value, they cannot be put onto a gift card.
It can usually take between 3 - 6 business days for a certificates point value to repost to a member's account following a return, and it pretty common for the point value to repost the same day that a return is processed. I looked over your My Best Buy™ account using the email address you registered with the forum, and from what I can see, the point value for the certificates you redeemed reposted to your account yesterday following the return. It may take 24 hours for your account to update though.
If after 24 hours you for some reason are unable to access those points or if you have any other program related questions, then do not hesitate to send me a private message and I will see what I can do to further assist. You can send a private message by clicking on the blue button in my signature labeled "Private Message." Also, please feel free to post any ideas or suggestions you have to the IdeaX section of the forum.
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I hope you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
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Preordering game with reward certificate set to expire

Hello,
Thanks for all the help with the other questions so far. I have a reward certificate that is set to expire. Am I allowed to apply that certificate to a pre-order even though the game releases after the certificate expires?
Thank you

Hey again Kyle5575,
Good question! When placing an order on BestBuy.com, funds aren't normally collected until the requested items have been shipped or picked up at one of our U.S. retail stores. Any portion of the order total paid for using gift cards or reward certificates, however, is collected when the order is submitted. These payment types do not follow the same authorization process as traditional debit or credit cards and are instantly redeemed when used.
In other words: no need to worry! Your certificate will be automatically applied to your order as soon as it's been placed.
Let me know if you have any other questions.
Aaron|Social Media Specialist | Best Buy® Corporate
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Modify an existing order to use reward certificates

This topic has been moved to our My Best Buy board under My Best Buy Gamer's Club for further moderation.

Hello oicyu8chu,
Enuf is spot-on: reward certificates are not transferable and can only be used by the person to whom they are issued. This means that you may be required to show identification at the time of purchase. For more information though, I'd encourage you to refer to the FAQ available here:
BestBuy.com > My Best Buy
http://bbyurl.us/MyBBY
Let us know if you have any other questions.
Aaron|Social Media Specialist | Best Buy® Corporate
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What do I do when my emailed gift certificate was never received???

they never got it but i was charged!!!!

Welcome to the Apple Community.
Ask the recipient to check Mail rules and filtering, the verification mail may be going to a junk folder or even being deleted altogether.
Also see if you are able to resend the email by following these steps.
If the problem persists, select the content which is causing a problem and use the 'Report a problem' button in Your Purchase History using your computer.

I had pre-ordered a book. It was never was delivered to my ipad. I go to the store and I click on download. It states that is has already been purchased and to go to my purchases and click download. I have done that as well without any luck.

Also on my library the book is visible, put is shaded out and states "paused". Can you please help me?
micbin

I'm having the EXACT same problem. :( I'm glad I'm not the only one.

$10 Reward Certificate didn't issue

I was expecting a $10 Reward certificate to show up today after getting enough points for one to be issued, but it's not showing up in my account. I was hoping to buy something today with that certificate and I'm wondering why it didn't show up. My account is set up to issue $5 certificates automatically, but I made a big purchase and got enough for a $10 one, is that why it might not be showing up immediately?

Hi RySenkari,
Thank you for reaching out to us on the forum.
I looked over your My Best Buy™ account using your email address and can see that 500 points were converted into a $10 certificate earlier this morning. As you may read in similar threads on the forum, a certificate will usually be available moments after the points are converted. There are times where it may take a little longer, but it should not take any longer than 24 hours for a certificate to post. Your certificate could very well post later today.
We have issued a lot of certificates since the start of the so we will sometimes have to recycle an old certificate ID number, which is why there are those occasions where it may take a little longer for a certificate to post. If you cannot access your $10 certificate by this time tomorrow, then send me a private message and I will see what I can do to help. A private message can be sent by clicking on the blue button in my signature.
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Derek|Social Media Specialist | Best Buy® Corporate
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Not receiving reward certificates in email

Hello
on 11/17/14 my reward point history shows a $15 reward certificate was issued but I've checked all my email and I don't see a single email from Best Buy regarding that. Are they snail mailed or emailed? How do I get that certificate I earned? Thanks for your help and Happy Thanksgiving?

Good very early morning rhaezor,
Thank you for taking the time to sign up for the forum!
All certificates are to be delivered via email; however, it depends on if your email address is up-to-date whether or not you actually receive the email. I would encourage you to double check your email accounts spam/junk or promotions folder because the certificate may have been sorted into one of those folders.
You should also be able to view your certificate by logging into your My Best Buy™ account on BestBuy.com. To ensure that you are able access your $15 certificate, I will be sending you a private message. You can check your private messages logging into the forum and clicking on the little yellow envelope located at the top of the page.
I hope you have great weekend.
Derek|Social Media Specialist | Best Buy® Corporate
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$10 reward certificate with EVERY pre-order using GCU?

So every single time I pre-order with my GCU I will get a $10 certificate?

Hey MutantMike,
It'd be amazing if our Get $10 program worked that way, but alas, it does not -- My Best Buy members must pre-order and purchase an eligible title to receive this bonus. A full list of qualifying titles can be found here:
Get $10 in Reward Certificates
The offer is also limited to one bonus certificate per My Best Buy membership per title. For example, if you were to pre-order and purchase two Xbox One copies of The Witcher 3: Wild Hunt and one PlayStation 4 collector's edition of the same title, you would still only be eligible to receive one $10 pre-order bonus certificate.
I hope this helps.
Aaron|Social Media Specialist | Best Buy® Corporate
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I canceled a pre-order and now my reward certificate isn't showing up?

I pre-ordered Destiny for the Xbox One and canceled my order. I paid partially via credit card and the rest with a $15 reward certificate. It's not showing up on mybestbuy.com now, was my reward certificate voided when I canceled???

Hi plus1zero,
It looks like you cancelled your pre-order today, so you should see the certificates point value ($15 = 750 points) repost to your My Best Buy™ account within 3 to 6 business days. If you do not see those 750 points repost to your account by 9/8/2014, then please send me a private message and I will make sure they are added. You can send a private message by clicking on the blue button within my signature.
Returns When a My Best Buy™ Certificate was Used
Thank you for connecting with us on the forum!
Derek|Social Media Specialist | Best Buy® Corporate
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Reward Certificates And Pre Order Cancel

Hello. I previously pre ordered Evolve using a 10 dollar reward certificate. I hardly cancel pre orders so this has never happened to me. I was wondering if I canceled it would I lose the 10 dollar reward certifcate? I pre ordered it awhile back so I'm sure it's expired. I plan on ordering another game right away with it and the money I had down on the pre order. I've completely lost interest in Evolve. After seeing the all the future dlc costs I don't care much about this game anymore.

Good morning BrennanP,
Thank you for taking the time to post your question to the forum.
While the $10 certificate you applied to your Evolve pre-order may have expired, the point value ($10 = 500 points) should repost to your My Best Buy™ account 3 to 6 business days after you cancel the pre-order. The certificate would have been considered fulfilled when it was applied to the pre-order, so the expiration date should not come into play.
If for some reason you do not see 500 points repost to your account after 6 business days or if you placed the pre-order on BestBuy.com and want help cancelling it, then please feel free to send me a private message and I will see what I can do to help. You can send a private message by clicking on the blue button in my signature labeled "Private Message."
Returns When a My Best Buy™ Certificate was Used
I hope you have a wonderful day!
Derek|Social Media Specialist | Best Buy® Corporate
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Pre-order using Reward Certificates question

Background information:Back on June 25th I pre-ordered Fallout 4 and paid in full for the entire game (not just a down payment). To pay for the order, I cashed in some Reward Points to make a $40 Reward Certificate and paid the remainder on my credit card. All good, and I'm set for my Fallout 4 addiction... I think.... Yesterday I got an email from Best Buy reminding me to USE my $40 Reward Certificate before it expires (which is 10 days away). Does this mean the $40 Reward Certificate has NOT actually been used, and could in fact EXPIRE while waiting for the game to come out, AND that I could show up on release day and find out I had LOST that $40 Reward Certificate, AND have to pay $40 more out of my pocket for the game? That would make me a VERY unhappy camper.... Looking for verification of how this works, and reassurance that it WILL work now that Best Buy is acting like the Reward Certificate I used is about to expire. Danny

Hello bullet-worm,
I can't wait for Fallout 4 to be released!
If the My Best Buy certificate was used prior to the expiration date on the pre-order, then it won't expire. I want to make sure that it was correctly added to the pre-order. Please send me a private message by clicking the blue box at the end of my signature with the "Customer Service Pin" from you in-store purchase or the BestBuy.com Order Number.

20 rewards certificate not refund after order being cancelled

Hi, almost same with title.
I use $40 rewards in one order, but that order was cancelled. I only got 1000 points back, $40 = 250 *40/5 = 2000 points. Could you help me check if I am right and how to get another 1000 points back.
Thanks.
Henry

Hello zuohengcowboy,
Welcome to the Best Buy forum!
It can generally take 3 to 6 business days for a certificates point value to repost to a member's My Best Buy™ account following a return or cancellation, and we would need to allow a full 6 business days before looking at other potential solutions. I looked over your My Best Buy™ account using the email address you registered with the forum and found that certificates were recently applied to several BestBuy.com orders that ended up being cancelled.
With that being said, I am going to need some additional information from you so that I can narrow down your list of BestBuy.com orders to ensure that your My Best Buy™ account is up-to-date. To gather the information I need, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little envelope icon located at the top of the page. I look forward to further speaking with you.
Returns When a My Best Buy™ Certificate was Used
Thank you for connecting with us and for being a member of the My Best Buy™ program.
Derek|Social Media Specialist | Best Buy® Corporate
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How do reward certificates work with price adjustments?

I purchased an item for $50 using $40 reward certificate with the rest on my credit card. That item is now on sale for $20 less and it has only been 6 days (I am in the return period). How will it work since the returned amount will be more than what was charged to my card, will I just get the reward points back?

Hello darkk88,
That is a great question! If you meet the terms of our Price Match Guarantee, then you will definitely have some points that are returned to your My Best Buy™ account. There is a possibility the portion that was charged to your credit card could be refunded; however, it is more likely that points will be returned since a majority of the purchase was paid for with certificates. Let me know if you have any other questions. : smileyhappy:
Best Buy Price Match Guarantee
I hope you have a fantastic day, and thank you for connecting with us on the forum!
Derek|Social Media Specialist | Best Buy® Corporate
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Never received $10 Reward Certificate for Shadow of Mordor

I never received the $10 reward certificate for Shadow of Mordor.

Hi TheVila,
Thanks for pre-ordering and purchasing your copy of Shadow of Mordor with us! I hope you're enjoying the game so far.
We're aware of an issue that's resulted in pre-order bonus certificates for this title being awarded later than expected. Our My Best Buy team hopes to have a solution in place soon, so I'd encourage you to keep an eye on your account on BestBuy.com over the next week for updates.
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Aaron|Social Media Specialist | Best Buy® Corporate
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An order paid with Reward Certificate was never fulfilled. Do I lose my points?

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