Velocity Fulfillment

Revdex.com and Velocity Cx:

I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution would be satisfactory to me.  I appreciate the response and explanation from the business.  Please consider this complaint resolved.

Regards,

Hello, We received a call from you on 4/23 and during that call it was explained to you that the [redacted] store where you purchased your item had placed their own Barcode over the required Manufacturer bar code and therefore it was not recognized as valid for the offer....

 We then explained that we confirmed the product purchase barcode through [redacted] and the manufacturer and have issued your rebate reward to receive approval and send to you.    Your reward has been approved and is being sent to your address provided:  [redacted],  [redacted], **  [redacted].  The check number is [redacted] in the amount of $30.  Please allow 7 to 10 business days for delivery by the [redacted].Thank you for your patience.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I thank you for the information  the information received - in fact this was helpful in resolving the issue.  I believe the wrong information was sent in error to the rebate processor.As stated the correct UPC was sent.  However the incorrect invoice & rebate form was sent to the rebate processor.  As a courtesy I have attached the required documentation (rebate T&C and invoice) for reprocessing / re-submission.

Regards,[redacted]

Hello,Velocity is a third party processor for [redacted] and the terms and conditions that must be complied with are determined by the sponsor of the offer and not Velocity. We can confirm that you did receive and cash the check for [redacted] offer number [redacted]; the check was mailed to...

you on 5/27/2014 and was cashed on 6/13/2014.   We have not however received, from you, any of the required submission materials in order to qualify for a rebate on offer number [redacted].Unfortunately mail does get lost in transit by the [redacted] for many different reasons and we cannot process your claim until we receive the required materials from you.  Velocity is not responsible for delays and lost submissions by the [redacted] as they are not within our control.When you said you mailed two envelopes, one for each offer at the same time, the submission that we did receive for offer [redacted] was postmarked on 3/6/2014. For which you received and cashed a check for.  The offer forms for [redacted] state to allow for up to 10 weeks for receipt of your check which would have been around 5/16/2014.  However  as you have stated, and is documented in the customer service record, you did not call us  until 8/13/2014 which was well into 22 weeks before you contacted us and by that time the  offer has been closed by Nero.  Had you called us at 10 weeks to confirm that we did not receive your required materials the offer would have still been open and we would have asked  for copies of your documents in order to assist you in qualifying for the offer.Velocity will attempt to assist you on this however the final determination and decision is by the sponsor of the offer and not Velocity.For offer number [redacted], please provide copies of your rebate form, a copy of the receipt which shows the correct item being purchased from [redacted] or [redacted] between 2/26/2104 and 3/13/2014 and a copy of the original UPC from the packaging and submit these documents as electronic attachments to this Revdex.com complaint.Also, please confirm your mailing address as it appears that you have since moved from the address that has been provided on this complaint and the address that was given on your submission for offer [redacted].We apologize for any inconvenience however Velocity must comply with the terms and conditions as set forth by the rebate sponsor.  We will attempt to ask [redacted] for an exception due to the lateness of your submission.Thank you

Unfortunately although you state you have an image of the UPC it was not included in what you submitted.  All submissions and their contents are scanned as they are received and we provided you those images in our last response to you.
We would like to once again reiterate to you that we can only process what you send and it is up to the sponsor of the offer as to what to do regarding your complaint and has nothing to do with Velocity. In order to be valid, once again,  you must actually submit the required documents for approval by the sponsor of the offer.
We can appreciate your frustration however we do not determine the terms and conditions of an offer nor do we provide the payment on submitted claims for a reward.  The sponsor of the offer has the final say. 
If you do in fact have the required UPC that you failed to submit,  perhaps you can attached it to this response and we would be happy to appeal to the sponsor of the offer and try to assist you if we can. 
 
Thanks you

HelloAs is always the case, without the proper documents to validate against, a submission claim will be denied using the information that was provided and mailed by the consumer.  We have taken the additional and correct forms that you have included in your response and resubmitted them for validation and approval.  As a process provider to [redacted], once we have the approval from [redacted], who is the sponsor of the offer, we will issue a payment to you for the validated claim.  Please allow 4 to 6 weeks for your claim to be processed  and to receive payments with the new information that you have provided.Thank you for your patience and have a great day.

Hello, We have researched your consumer record and you were issued a check back in the Jun/July 2015 time frame, check number [redacted] in the amount of $40, which you contacted us and said you did not receive and a replacement check...

was again issued to you in November 2015 , check number 10112, to the following address: [redacted], [redacted]  [redacted]We received a call from you on 1/20/2016 and from the call notes it appears you were a bit contentious with the agent and were advised during the call.
From your inquiry to our customer service center you told us that your check from November 2015 was not received and we would like for you to verify your address by response to this Revdex.com inquiry. 
We will send yet another replacement check to you. The original check numbers referenced above will have a stop pay placed on them.  We will send this third replacement check via USPS priority mail with tracking and you should be receiving in next 3 to 5 business days after you have confirmed your address.
Unfortunately we cannot control the delivery reliability of the US Postal Service but if you are having issues with delivery please contact your local USPS representative.
Thank you for your patience and have a great day

Hello, please be advised that we have gotten approval from the sponsor of this offer, [redacted], to make an exception for you since we did not receive the required documentation to validate properly. Velocity is merely the processor of documents that we receive and if we do not receive the documentation we cannot process.  Final determination of payments and the timing of payments is by the sponsor of the offer and not Velocity. [redacted] will be receiving a payment of $24 for his submission (the $27 claim in his original complaint was incorrect and also acknowledged by him that it was in error and the proper amount is $24).  The check number is [redacted] and it was sent today via the [redacted]e to 1[redacted] **  [redacted]Thank you for your patience and have a nice day.

Hello,  this offer was initiated as a one day offer which was why the purchase date invalidated the claim.  We have received permission from the sponsor of the offer to go ahead and honor this submission due to an error on the offer submission form for the dates that the offer was...

valid.  A check has been issued to  Mr. [redacted] with an address of [redacted]. The check number is[redacted].  We appologize for any inconvenience and we are happy that we were able to assist.  Please allow 7 to 10 business days to receive your check.Thank you

Hello,  Velocity is merely the data processor for your submission andyour submission is in process and must be approved and paid by the sponsor of the offer.Please note, per the attached form for the offer you have participated in, that it specifically states that processing time...

will take from 6 to 8 weeks time.  Your mail in was received less than 3 weeks ago and is within the time period that you were advise of per the terms and conditions of the offer.Thank you for your patience

Hello and thank you for your inquiry Travis L**.  We reviewed your record and see that on 3/3,...

after the time in which you filed this complaint; you were able to provide the proper UPC from the actual packaging.  The UPC removed from the box is a requirement from the sponsor of the offer in order to qualify for the offer.  The sponsor does not accept the UPC number that is printed on the receipt or the packing slip due to their return policies.  Since you have provided the proper UPC for your purchase we have reprocessed your submission as now valid for the offer.  Your new tracking id is [redacted].
Contrary to what you stated in your complaint, this is not an attempt by anyone to find ways to not give you your rebate reward money.  Velocity, as was already mentioned, processes what you submit, we do not determine the requirements to qualify.  You simply need to follow the specific instructions and submit what is required in order to show proper proofs of your purchase.  If you fail to do so then you simply do not qualify and you are provided an opportunity to correct your error and re-qualify.  A UPC removed from the box and submitted as part of the proof of purchase requirements is a very common requirement on rebate reward programs.
Since Velocity is merely the processor of your submission, final issuance of your reward is determined by the sponsor of the offer. Please allow 4 to 6 weeks to receive your reward.
Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hello and thank you for the offer information,  Please note that the disputed amount refers to $27 however this offer does not provide for a $27 rebate on a product purchased under the terms of the offer.  Please advise as to the amount you are disputing.  Also we have completed an inquiry into the receipt of your mailed in submission from the [redacted] and we have never received the mailed in portion of your submission. Which is why we do not have a record of you through the status now interface. Therefore we would like to expedite the processing of your request.  If you could provide your dated sales receipt/invoice, and a copy of the UPC & EAN we will expedite your request for you.Thank you for your patience.

Hello,  Your replacement check has been sent via USPS priority mail with tracking and we will monitor the replacement check for delivery to the following address:
[redacted]  [redacted]  [redacted]
The information for the replacement check is:
Check Number:  [redacted]
Check Amount:  $40.00
If you continue to have issues with USPS delivery to your home please contact your local USPS representative.
Thank you for your patience and have a good day.

Hello,  Please understand that Velocity is merely the processor and we do not approve payments for submissions for sponsored offers.  The sponsor of the offer has the final determination as to the payment and when they are paid.  We have reviewed your complaint and sought approval to...

address your concern.  Please be advised that we have gotten approval to expedite a payment to you from the sponsor in the amount of $30.  It is check number [redacted] and it is being sent to you [redacted] ground with signature required.  The tracking number is [redacted].Thank you for your patience and have a nice day.

Hello,Sorry for any inconvenience and thank you for calling our customer service yesterday to report that your reward check had not been received.   To confirm, the number you state in your complaint,[redacted], is the offer number that you participated in and not your...

tracking number.  The tracking number for your original check that was mailed to you on August 22nd, 2014, is tracking number[redacted]; it was check number [redacted] in the amount of $200. This check was mailed to the address that you provided on your original submission which is:  [redacted]  [redacted].   When we were advised, by you, of an alternate new address we typically ask that you allow a minimum of 30 days from the mail date since if you have a forwarding order for that address it will take additional time for a check to be forwarded.  Please be advised that we have placed a stop payment  on this original check and that any attempt to cash, if it ultimately arrives to you, may result in your bank charging you a fee.We have requested an expedited replacement check to be sent to your new address which you have provided as: [redacted].  The check number is [redacted] in the amount of $200.  Your new tracking id is[redacted].  You should expect this check to arrive at your new address in approximately 7 to 10 days. Thank you and have a good day.

Hello and thank you for your added inquiry,
The mailing date you refer to in our system is dependent upon factors that fall outside of your specific grievance.  The mailing date is populated in our system and updated when approval is attained by the sponsor for distribution of the consumer reward, once approval is attained payments are then processed and mailed and the date is updated once we have documentation from the [redacted].  Since your $5 reward was tied to a complaint by you through the Revdex.com on Velocity and not the sponsor of the offer, Velocity went ahead and acted on our own behalf to send your reward in order to address your complaint so that we can close the issue promptly. 
Velocity takes their Revdex.com rating very seriously and as a third party processor we are often erroneously blamed in a consumer complaint that is reliant upon the sponsor of the offer to act.  We apologize for any inconvenience and we have already provided information to you in reference to the reward payment that has been sent to the address provided.  Velocity always responds promptly to all Revdex.com complaints that are specifically put to Velocity even though the complaint is not the fault of Velocity; we feel it is important to satisfy the complaint promptly on behalf of Velocity and the sponsor’s customer.
Thank you for your patience and have a good day

Hello and thank you for your inquiry,
The two offers that you are referring to are...

promotional offers from [redacted]  [redacted] is the sponsor of the offers and on the rebate offer you were directed to the [redacted] rebate submission site: www.Kaspersky.rebateaccessIt was at this web address that you registered for your rebate and sent the corresponding registration document along with the other required documentation for your purchases to us for processing.
The rebate offer also instructed you to go to [redacted] to check on the status of your rebate with [redacted] at any time.
You were attempting to check on your [redacted] offer at the Newegg sponsored rebate site which is why you were having difficulty since [redacted] is not the sponsor of the offer,  they are only the retailer and this was a manufacturer sponsored offer ([redacted] being the manufacturer)  As it was detailed out on the rebate offer for itself.
Also the rebate offer states to allow 8 to 10 weeks for the processing of your submission.  You mailed your submission on 12/8/15 per the postmark dates on your envelopes.  As of this specific time it has been 6.5 weeks.
Fortunately your rebates have been processed ahead of schedule and your two rebates have been mailed to you and you should be receiving very soon depending upon the USPS mail delivery times in your area.
Your checks are as follows:
Check number [redacted], offer [redacted] amount is $40, tracking number [redacted]
Check number [redacted], offer [redacted], amount is $50, tracking number [redacted]
Also attached are the original offer forms with the instructions for each offer as it was provided to you when you registered for the offers that details what was stated above.
The address that the checks have mailed to is: [redacted]  [redacted]
Thank you for your patience and have a good day

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The materials provided on the invoice from the company are sufficient information to process the rebate. The other side of the cardboard rebate form has the UPC code that they are requesting in my recollection. At any rate, the receipt provides an item number and description of the item which is comparable to a UPC code. Their refusal to complete the process and send the rebate is not warranted.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The attached pdf clearly shows the rebate in question. The amount is 24.00, the mistake was my own. This does not justify not processing this request. SEE ATTACHMENT. Regards,[redacted]