topic Re: Cashback promotions not being honoured by Samsung in Mobile Apps & Services

Cashback promotions not being honoured by Samsung

JanetteH — Sun, 27 Jul 2025 09:36:32 GMT

Hi, is anyone else having issues which 'shinebright' who handle cashback & promotions for Samsung.

I'm at day 30+ & had my claim rejected multiple times now having filled in their online claim form & sent copies of the purchase invoice & imei details etc 3 times now.
Speaking to their 'agents' they don't / won't help and refuse to pass you to the claims team or anyone more senior.

Other than claiming this back though small claims court (I wouldn't have purchased the phone if I'd have known they wouldn't pay the cashback) has anyone any suggestions or contacts in Samsung's CEOs office to help?

Re: Cashback promotions not being honoured by Samsung

AndrewL — Sun, 27 Jul 2025 09:40:36 GMT

@JanetteH: I'm sorry to hear that you're having some trouble with your cashback claim. Please can you clarify which device you purchased, and when and where you made the purchase? Also, what reason were you given for the claim being rejected?

Re: Cashback promotions not being honoured by Samsung

Pds2208 — Sun, 27 Jul 2025 10:01:22 GMT

Yep. I was refused because the serial number on my buds did not match the invoice and they wanted a photo of the serial number on the device. Turned out the serial number did not match. After much to and fro it turned out the serial number on the invoice was for one of the buds and not the case and of course there is no visible serial number on the buds. As I bought the buds from the samsung online store you would assume they can send me the cashback automatically but no, that would be too simple. Eventually I sent a screenshot of the serial number from the wearables app and they finally approved it.

Re: Re: Cashback promotions not being honoured by Samsung

keith30 — Sun, 27 Jul 2025 10:37:15 GMT

Actually the serial number for the buds should be on the box that they came in, I have a pair from O2 with the box and it clearly states the number on the side of the box along with the model number.

Re: Cashback promotions not being honoured by Samsung

JanetteH — Sun, 27 Jul 2025 12:36:51 GMT

@AndrewL , it's a galaxy a56 5g phone, purchased in 19 June 2025 from John Lewis. Latest reason quote 'our claim is missing some information required to progress your claim and therefore we are unable to process further'

1st excuse was 'There is no retailer visible on the copy of the proof of purchase provided. If you have been asked for further proof of purchase, please ensure that the image provided is clear and includes the retailer name/logo, the purchase date and the qualifying model purchased.'

I've sent screenshots of the order confirmation from John Lewis, a VAT invoice from John Lewis & the IMEI info - all show the make / model & proof of purchase.

I'm at a loss as to what to do next other than head to small claims court

Re: Cashback promotions not being honoured by Samsung

AndrewL — Sun, 27 Jul 2025 12:48:16 GMT

@JanetteH: In this instance, please follow the link below, scroll to the bottom of the page, click on 'Get In Touch' and reach out to the Promotions Team from here, as they are best placed to get this resolved for you.

https://samsungoffers.claims/sam/summerwatch/en-GB/support

The terms and conditions do list John Lewis as a participating retailer in the UK, so if you have provided a copy of the invoice with the retailer logo clearly visible, then you should be able to proceed with the claim.

Re: Cashback promotions not being honoured by Samsung

JanetteH — Sun, 27 Jul 2025 13:43:47 GMT

Thanks Andrew.
I'll try this but having already had 'shinebright' experience I'm not confident.

Janette

Re: Cashback promotions not being honoured by Samsung

JanetteH — Mon, 04 Aug 2025 17:50:49 GMT

Positive news, I've been in touch with Samsung Presidential Escalations team about my claim. Between them & 'shinebright' they've agreed to pay the cashback and cash arrived last Friday.
Galaxy watch is hopefully in the post 😀