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Cancelling a Sears order placed using (now) expired Shopyourway points?

rdr 33 16 June 16, 2016 at 09:56 PM
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I placed an order for an item using in-store pick-up last week before my shopyourway points expired which covered roughly 1/4th of the cost. I no longer need the item though and plan to cancel, however, was wondering what happens to the expired points?

Because of all the points used, if worse comes to worse, I know I could easily get the portion paid by credit card back and probably a good chunk of the point value by picking up and reselling on my own, but, if there's some way to cancel and have access to the points, that would be much preferred,
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#2
Quote from rdr View Post :
I placed an order for an item using in-store pick-up last week before my shopyourway points expired which covered roughly 1/4th of the cost. I no longer need the item though and plan to cancel, however, was wondering what happens to the expired points?

Because of all the points used, if worse comes to worse, I know I could easily get the portion paid by credit card back and probably a good chunk of the point value by picking up and reselling on my own, but, if there's some way to cancel and have access to the points, that would be much preferred,
you get the points back when the order is canceled
but the expiration is now the length of time left before expiration when you originally placed the order.

So if you had a week left and you used the points. You now get week before expiration for the refunded points.
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#3
not quite sure about cancelling order, but i returned an order that i paid entirely with points last month, and they returned the points back with a new expiration date, so i assume it would be the same for cancelling order
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#4
What about surprise points? I received an order with a defect so I wanted an exchange but the cs rep said he couldn't do that, just a return then I had to rebuy. I asked him about the $10 off $20 surprise points and he said he had no idea but he could offer me 10% off(on a $33 item)...not helpful. It's sad that you have to ask customers what a company's return policy is because their employees don't know.
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#5
Quote from Bdiddy37 View Post :
What about surprise points? I received an order with a defect so I wanted an exchange but the cs rep said he couldn't do that, just a return then I had to rebuy. I asked him about the $10 off $20 surprise points and he said he had no idea but he could offer me 10% off(on a $33 item)...not helpful. It's sad that you have to ask customers what a company's return policy is because their employees don't know.

Lol!!! Seriously
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#6
Quote from Bdiddy37 View Post :
What about surprise points? I received an order with a defect so I wanted an exchange but the cs rep said he couldn't do that, just a return then I had to rebuy. I asked him about the $10 off $20 surprise points and he said he had no idea but he could offer me 10% off(on a $33 item)...not helpful. It's sad that you have to ask customers what a company's return policy is because their employees don't know.
The people answering the questions probably aren't employees. The customer service center is probably outsourced to another company in another country. So all they can do is read scripts, they can't think or know company policy.
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#7
Based on experience, here is what I think is right, although this is kind of a gray area where policy may not be clearly stated and may not match reality:

- member points (not surprise points) = if expired, these will come back with the max (about one year) lifetime before expiration. I have had cases where a canceled order (canceled automatically and very quickly by Sears due to some error on their end) resulted in points that were about to expire in a few days come back before expiration with the original expiration date. That may be because the cancellation was before the order processing got deep enough into the process.
- surprise points = these will not come back. If you have a good story (or maybe not even needed) like you returned it because there was a problem with it, you should be able to call up SYW and they would credit you with member points. But probably probably not for coupon-like surprise points (e.g., 10k SP when spending $25).
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