Missing points from an on-line purchase

I placed an order online back on April 4th and was picked-up on 04/23.
The transaction shows up under my points and purchases, but shows zero points under the Total Points Earned with this transaction.
How do I get this resolved?

Good afternoon mbklcp,
There are a couple reasons why you may have been awarded zero points for the BestBuy.com order that you placed in April. If a non-qualifying form of payment was used (gift card or certificate), then points would not have been awarded. As of 7/31/2013, a purchase will not qualify for points if promotional financing is selected. If you applied your order to a promotional financing offer, then zero points would be awarded.
With that being said, I am going to send you a private message so that I can go over your My Best Buy™ account with you and see if there are any questions I can perhaps help answer. To check your private messages, you would want to login to the forum and click on the yellow envelope icon located at the top of the page.
My Best Buy™ program points and promotional financing - FAQ
Thank you for connecting with us on the forum!
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

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I'm missing exactly 550 points from trade ins to Bestbuy.Only 110 points of my 660 over the past three months have been credited to my account. I'm not sure how to report the missing points from trade ins. Thank you.

Hi EM12,
Well, that's no good! Trade-in points can accrue quickly if you make frequent trades, so I can imagine why you'd be concerned.
I'll need to gather some information in order to research this situation on your behalf, so please make sure to check your private messages when you can. To check your PMs, simply sign into the forum and then click on the letter icon in the upper right-hand corner of the page. In the meantime, remember that points earned for any given trade are determined by the base value of each product -- not the grand total after any applicable promotions have been applied.
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Hello dougk,
Welcome to the Best Buy forum, and thank you for posting.
As long as the offer terms were met, the additional 5% back in points should have posted to your My Best Buy™ account within about 20 days. A return and repurchase could potentially prevent those points from posting because the repurchase is obviously not the first purchase, which is what is required to qualify for the full 10% back in points. While the store associate may have said both receipts should work, the store has absolutely no say in how points are awarded.
After looking over your account, it looks like the store processed the second transaction as an exchange and not a repurchase. That would leave me to believe that your original purchase should still be eligible for the full 10%, but you have two My Best Buy™ accounts. Anytime that a new Best Buy credit card or MasterCard account is opened a new My Best Buy™ account is opened, and the TV you purchased was applied to an existing account rather than the new account that is tied to your new credit card.
I would suggest that we look into potentially merging the two accounts, which should not be an issue if they share the same information (name, phone #, mailing address). To gather some additional information from you and further discuss a potential merge, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little yellow envelope icon located at the top of the page.
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I hope you have a fantastic day and enjoy your new TV!
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Hi Best Buy Team,
I sent this in a PM to Aaron but I'm posting it here so it doesn't get lost in the mix.
I really hope you can help. I'm a GCU member. I pre-ordered four games this month and followed through on purchasing all of them. My purchase on 11/18 did not apply the rewards points as I believe it should have and phone service has been of no help. Here are the details:
On 11/11, I put $17 each ($34 total) down on Grand Theft Auto V and Dragon Age: Inquisition. As a Gamer's Club Unlocked member, I pre-ordered both to make sure I would receive the $10 certificate for each game (I not know only GTA was eligible). On 11/18, I followed through and purchased both games. At the time, the teller mistakenly rang up "The Great White Shark" DLC for GTA V for $19.99 and then processed it as a return to void the transaction. I received both games, having paid $47.99 for each, but obviously not the mistaken DLC.
Today, I noticed that I was only attributed 230 points for the 11/18 transaction (the total on my account reads $123.65 but includes the mistaken $19.99), which, as you know, isn't even enough for $5 certificate, much less a $10 certificate.
The phone representatives I've spoken to on the phone have told me, at different times, that a) 230 points is all the two pre-orders will provide; b) that I'll only receive one $10 certificate; and c) that I won't even see the points for 15-30 days, which wasn't the case for the first two games.
Please help! You seem like you know much better how the system works than the reps in the call center. Also, the 11/19 certificate that my account says was issued was not received at my gmail account, in any of the folders, including spam. Is there a way to access this on the website or to prevent it from "auto-issuing" so I can just claim it?
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Solved!
Go to Solution.

Hello Chris,
Thank you for joining Gamers Club Unlocked, and thank you too for pre-ordering your games from Best Buy. I'll be happy to answer your questions today.
As you have confirmed that the purchase is on your My Best Buy account, you should be all set to receive your "Get $10" points. These can take up to 20 days to post to your account, and promotional points do now always appear as pending before they post to the account. As our contact center agents confirmed, please allow a full 20 days from the date you picked up GTA: V to see your points in your account. If you don't have them after that time, please let us know and will be more than happy to review your account to see what is happening.
When certificates are issued, points are first pulled from your account, then the certificate is generated and an email is sent to you advising you of its availability. There is typically very little time between these two occurrences, but in some circumstances it may take up to 24 hours. You should be able to find your email today, but if you intend to use the certificate in-store a cashier can simply attach it to the purchase when they look up your membership on the transaction.
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Hi P2nation,
I hope you are having pleasant start to your morning.
To my knowledge, a trade-in has not qualified for points unless it was video game related and I do not believe that has changed. I am going to need some additional information from you before we move foward, so I will be sending you a private message. To check your private messages, you will want to login to the forum and click on the little yellow envelope at the top of the page.
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Good morning dkz640, and welcome to the Best Buy forum,
If your My Best Buy account was not attached to your Pacific Sales purchase when it was processed, then points are unlikely to post on their own. In most cases you should be able to report a purchase as "missing" on BestBuy.com if it was not attached to your account; however, a purchase made from one of our Pacific Sales or Magnolia stores cannot be reported online, which means we may need to see if points can be added a different way.
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