Reader Question: What do I do when my eCoupons do not deduct?

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Many of us have been there…you plan plan plan and shop shop shop only to get to the register and have none of your eCoupons deduct. There are a few reasons this can happen, but by far the most common reason is that the store’s eCoupon system was down when you checked out. Some other reasons include that you purchased the wrong product, you forgot to scan your shoppers card or you had your coupons loaded on the wrong card.

Since eCoupons are just that, electronic and not paper, it is a little more difficult to fix the issue that just saying “my coupon didn’t scan”. When I’ve had this happen to me, these are the steps that I’ve found most successful in getting my money back:

1. Go to customer service and explain that none of your eCoupons deducted. Make sure to have your coupon policy in hand in case they try to tell you they don’t accept eCoupons or something crazy like that. On rare occasion, depending on how many eCoupons you had, they will take your word for it and refund you the money for the coupons that didn’t deduct….but please keep in mind that this is very rare since the store has no record of the coupons and thus will not be paid by the manufacturer for their redemption.

The other way to do this is to print out the coupons that you have loaded on your card. P&G eSaver, Cellfire, and Shortcuts all have this option. Bring this sheet up to customer service and that way you have some proof that the coupons were actually loaded onto your card.

2. If customer service isn’t able to help you (which again, is common) you can go directly through Cellfire, Shortcuts, or P&G eSaver to get your money back. They process varies a little bit depending on which eCoupon provider you’re dealing with and where you shopped. Sometimes it can be a little bit of a hassel, so it is up to you on if you want to pursue it or not.

3. If all else fails, you can always return the product(s). I know this is a big pain in the butt, but hopefully this isn’t something that is happening to you all the time. If it is, you might want to consider getting a new shoppers card and reloading your coupons.

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  1. Megan says

    My Safeway doesn't seem very knowledgeable about e-coupons yet, and I would prefer that they develop a favorable attitude towards them as they learn, so I go directly to the source of the coupons. I have only had to deal with Shortcuts, and I found them to be extremely responsive! They Fed-Exed me a Safeway gift card for .75 cents the first time I had issues, so I have since waited until I had several missed coupons before I submit them as a group. If you tell them the product, the UPC, and attach a scanned copy of your receipt, that should be all they need.

    I am actually much more frustrated with the coupons that you load directly from Safeway's website to your card. In going to customer service for remibursement, I was told that I had to have a printed record of the coupons in order to get reimbursed, but the coupons had already expired, so I had no way to prove that I had them. Emailing corporate proved to be a waste of time too. If you load coupons from Safeway, print the list right away and keep it in your coupon binder, and be prepared to go talk to an assistant manager!

    Not sure why, but I have found that e-coupons are most likely to work correctly when you don't use the self-check. Anyone else find that? Sorry to go on and on, but e-coupons are my absolute favorite! They are almost always hassle free.

  2. Sarah says

    I also had luck contacting King Soopers Card Customer Care – they helped get reimbursement for Shortcuts, Cellfire and PGesavers that did not deduct. It was fast and they were super friendly.

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