klozoff said:Ugh it's so crappy that this passes for customer "service" anymore. All the companies hide behind email just so they can ignore people. What exactly are we supposed to do if CashBack support doesn't email back? How can they not have a phone number or any other type of support? Unbelievable.

I have a feeling that the CashBack customer support was so overwhelmed with chat's that it was shut down so they can work exclusively on emails. As it was previously reported service levels with chat support went through the roof having first just waiting a few minutes to get to an agent and then it going to a wait of an hour or longer. It must be that their email que is so backed up they are working on issues from several days ago and just fighting to get to a reasonable level where they are replying to old issues. Are you getting no replies from cashteam@microsoft.com as well? As I understand even if you do get a reply from customer support or were able to chat those agents wouldn't have any information even if you could get a response. Very frustrating I can feel for you I am waiting for a reply myself from cashteam.

I searched for an item on Live.com and got an eBay page. The CashBack deal was, in BOLD, listed at the top of every single page on eBay. I paid for the item using "buy it now", and with paypal, which were the requirements for this deal. The details also stated that the CashBack status would be instant, as in the item I bought from eBay would be immediately marked with a "CashBack" icon. I wasn't expecting immediate payment; I'm realistic. This was October 29th.

I didn't see any icon, and a few days later, I chatted with eBay support. They said that I had to go through Microsoft, as it was their promotion. So I chatted with a MS rep, and they said that eBay was handling all CashBack issues! Incredible! So I sent an email detailing my case to Microsoft. A few days after that, I got an email back from Microsoft asking for more details about my purchase (a lens for my DSLR). Keep that in mind.

After I replied to that email, I again went to chat with MS. Incredibly, the rep once again told me that eBay handles the CashBack issue - I knew she was lying this time because why would Microsoft email me asking me for my purchase details if eBay is the one handling the issue? I told her just that, without outright calling her a liar, and I could feel her blushing with embarrassment thorough the chat window, because I provided my ticket number, the agent's name, and other information. After some hesitation, she finally asked me for some more information.

So long story short it's November 19th and I've still got no response from my last email. It really makes me question Microsoft's business skills if they are having this much trouble with a new business venture.

gnu said:I searched for an item on Live.com and got an eBay page. The CashBack deal was, in BOLD, listed at the top of every single page on eBay. I paid for the item using "buy it now", and with paypal, which were the requirements for this deal. The details also stated that the CashBack status would be instant, as in the item I bought from eBay would be immediately marked with a "CashBack" icon. I wasn't expecting immediate payment; I'm realistic. This was October 29th.

I didn't see any icon, and a few days later, I chatted with eBay support. They said that I had to go through Microsoft, as it was their promotion. So I chatted with a MS rep, and they said that eBay was handling all CashBack issues! Incredible! So I sent an email detailing my case to Microsoft. A few days after that, I got an email back from Microsoft asking for more details about my purchase (a lens for my DSLR). Keep that in mind.

After I replied to that email, I again went to chat with MS. Incredibly, the rep once again told me that eBay handles the CashBack issue - I knew she was lying this time because why would Microsoft email me asking me for my purchase details if eBay is the one handling the issue? I told her just that, without outright calling her a liar, and I could feel her blushing with embarrassment thorough the chat window, because I provided my ticket number, the agent's name, and other information. After some hesitation, she finally asked me for some more information.

So long story short it's November 19th and I've still got no response from my last email. It really makes me question Microsoft's business skills if they are having this much trouble with a new business venture.

Only eBay can determine purchase eligibility and when to send the purchase to apply to a CashBack account.  This is done through the "You've earned CashBack" message that arrives and has the "Get CashBack" link which you sign in with your Live ID credentials. If the Microsoft agent collected your information the end result will be that eBay will have to verify the purchase earned CashBack and then eBay will have to send it to Microsoft. The tracking information for the purchase is always sent by eBay from what I understand through my chat's and emails with Microsoft. If they collected the information be ready for a very long wait three weeks or longer to get that resolved as this was my experience.

Unfortunately disputing the CC charges isn't going to make MS/eBay/Paypal do anything. They will just take it out of the seller's account, and the seller is pretty much innocent in this and has nothing to do with CashBack. BBB/small claims is an option, someone on this thread reported success with BBB after a long fight but the latest was the money still hadn't been paid. Either way it's going to be a long fight with how their "support" is working right now.

miserTen said:I have received 2 cashbacks in past. I requested my last CashBack on 10/28, nothing received so far. But I have not reaceived any email saying that CashBack is denied.

I emailed Live support and they have escalated the issue (did not say anything about CashBack denied). Now reading comments on this thread I feel there is a long fight ahead.

I have two more cashbacks which will be available in short time, seems like it would be a fight.

I am thinking on following actions.
1. Dispute credit card charges.
2. File BBB complaint against BBB and eBay/paypal.
3. File small claims court claim against BBB and eBay/paypal.

Any comments on potential negative effects of these actions?

A credit card dispute isn't really fair to the seller - paypal will just nick them for the money. Your dispute is with Microsoft - MS has tried to deflect and blame eBay and paypal for the problems with this program, but the bottom line is, the live CashBack program is a contract between you and MS.

The BBB program seems to be the most effective mechanism for getting past the canned denials MS keeps generating -Depending on what state you are in, you may also have good luck with your state's attorney general or consumer protection office - in my case MS did agree to pay two weeks ago, though they have yet to follow through and I pursued the issue through the BBB.

Court is always an option, but keep in mind, the only reason MS wasn't "broken up" into smaller companies when Clinton was president was that MS had more cash for lawyers( more cash than the government, that is)...

Personally, I think the best strategy is to go BBB, then atty general, then court. You get three chances to win, they have to defend themselves three times. If you go to court and lose, you blew your load in one shot and you're done. My state has a worthless AG, so I'll have to go to court next, but if you're in NY, MI, or CA, you've got pretty decent consumer protection/AG offices and I'd definitely give them a try.

miserTen said:How does one dispute against paypal then if you cannot dispute your credit card company.. I know its unfair to sellers, but some sellers were actually listing "25% CashBack through live.com" inviting you to buy using that and overcharging for items themselves. I think they should be party to this.

I actually agree with you, if the seller is promoting this CashBack and increasing prices as a result they are just inviting trouble. It's funny to see all the disclaimers about them not being responsible for the payout, if they are promoting it in the listings as a way to boost the selling price it becomes their problem too no matter what they say.

Unfortunately it's not going to really get MS or eBay/Paypal to do this, it will only hit the seller assuming you win your chargeback (which I think is easy, Paypal doesn't fight very hard for their sellers). Also as others have said, MS is really the ones responsible for the CashBack despite their attempts to deflect to Paypal.

Guys, write your stories to consumerist!!!

I warned you guys you'd be screwed by the rebate and you gave me red.. now I can say.. told you so!!!!!

Just submitted my 4th request for payment to my valid PayPal account. I'm not expecting any miracles this time either, but another FW member who I have been in contact with over the same issue says she got hers payment on the second try.

LongDongSilver said:I got shot down for $150 CashBack because the seller gave me a partial refund for minor shipping damage. I didn't return, exchange or cancel the transaction and still have the item in my possession. How do I fight this?

"Q: What happens if I return, exchange, or cancel a purchase?

A: Returns, exchanges and cancelations are subject to the store's return policy. If you return, cancel, or exchange part or all of a purchase, the store may reverse your purchase with us, and we won't be able to pay you any CashBack savings from that transaction."

The CashBack is put back into my account as pending after I shot them an email. Does it mean it'll go through eventually?

"Good Afternoon XXXX,

Thank you for contacting Live Search CashBack Customer Support! My name is XXXX. I am a Customer Service Representative and I will be assisting you with your request regarding your canceled CashBack reward. I have opened an incident with our team: XXXX on your behalf.

I do apologize that it has taken so long to reply to your email concerning your issue. We were able to determine that your CashBack reward in question has been placed into your account and are in the pending stage. Based on this resolution, your incident will now be closed."

My original email to them: "How come the CashBack of $XXXX on XXXX got cancelled? I did not return, exchange or cancel the purchase and still have the merchandise in my possession."