Database Users

Google Play will not issue a refund for Nexus 7

So I ordered the Nexus 7 the first day it was available to order, but with the tablet not shipping out like it should I picked one up at GameStop. I refused the shipment that Google sent me and they got the shipment back on 7/20.
I called Google many times and they told me to wait 14 days for the return to process because they were very busy. Now it's been over 14 business day and Google tells me I need to be more patient.
What should I do? and how can Google do this?
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.

You should get an ipad

diecast17 said:
So I ordered the Nexus 7 the first day it was available to order, but with the tablet not shipping out like it should I picked one up at GameStop. I refused the shipment that Google sent me and they got the shipment back on 7/20.
I called Google many times and they told me to wait 14 days for the return to process because they were very busy. Now it's been over 14 business day and Google tells me I need to be more patient.
What should I do? and how can Google do this?
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
just dispute the charge with your CC company.. done..

diecast17 said:
...I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
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So good of customer support, they'll hand out your password without even asking for security questions.
Not saying Google is perfect, but I've heard worse stories with Apple...
As for the charge, I would give it another week (unless you need the money for an emergency or something), and then dispute it with the credit card company.

you should have just waited the extra week. lots of us did. you wasted googles time, now they're wasting yours. sounds even to me.
call your cc company and dispute. you should get it instantly while they battle it for you.
Sent from my Galaxy Nexus using xda premium

espionage724 said:
So good of customer support, they'll hand out your password without even asking for security questions.
Not saying Google is perfect, but I've heard worse stories with Apple...
As for the charge, I would give it another week (unless you need the money for an emergency or something), and then dispute it with the credit card company.
Click to expand...
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It all started when Google gave out the guys alternate email address, which allowed the hacker to get into the guys gmail account. It was a combination of Google, Apple, and Amazon that made it all possible. And of those three, Google is by far the worst customer service. It's hard enough to find a phone number for them, let alone get help.
smirkis said:
you should have just waited the extra week. lots of us did. you wasted googles time, now they're wasting yours. sounds even to me.
call your cc company and dispute. you should get it instantly while they battle it for you.
Sent from my Galaxy Nexus using xda premium
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hahaha. Have you ever disputed a credit card charge? You will be lucky to get the charge refunded within 60 days. Most likely they will give you some crap about how they are going to open up a 60 day investigation period and look into the matter. And it's going to take all 60 of those days to do it.

rman726 said:
hahaha. Have you ever disputed a credit card charge? You will be lucky to get the charge refunded within 60 days. Most likely they will give you some crap about how they are going to open up a 60 day investigation period and look into the matter. And it's going to take all 60 of those days to do it.
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You are supposed to get the credit instantly. Who cares if the investigation takes 60 days?

spitswap said:
You are supposed to get the credit instantly. Who cares if the investigation takes 60 days?
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This is true. They give it back instantly as a "provisional" credit until they conclude their investigation.

I been I have been waiting since 25/07/12 been phoning and emailing them they keep mentioning we are passing your case to a god damm specialist I mean who is this asshole specialist that does not even reply to you seems they got too many specialist at google that sit around and do sweet fa.

neotekz said:
You should get an ipad
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/yawn
Sent from my Nexus 7 using xda premium

Ok I phoned my bank they are now starting up a investigation as to why I have no been refunded yet as google stated 14 working days and that has elapsed.So I rang google today and told them I spoke to a supervisor this time apparently there was no ticket opened for my case this is crazy I was assured by him my case will be dealt with in the next 24hrs let see what happens hey.

I've been chasing Google for my refund also, I refused the delivery as instructed. Called again yesterday only to be told to wait another week.
Sent from my Galaxy Nexus

nigelw said:
I've been chasing Google for my refund also, I refused the delivery as instructed. Called again yesterday only to be told to wait another week.
Sent from my Galaxy Nexus
Click to expand...
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Same here and they said they would escalate after I wouldn't take you have to wait longer as an answer and then they said I would be contacted in 24 hours. That was 4 days ago with still no call.

diecast17 said:
Same here and they said they would escalate after I wouldn't take you have to wait longer as an answer and then they said I would be contacted in 24 hours. That was 4 days ago with still no call.
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I emailed Google again and they said the refund could take up to a month, but for me a month will be 8/20 unless there month means 30 business days.

diecast17 said:
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
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"Facepalm."
You were impatient and couldn't wait 5-7 days after official release to get your N7 from Google so you went and bought another somewhere else and now your mad at Google for your impatience?
Take it up with your credit card company, get your instant credit and move on with your life.

Worst company ever
I ordered my Nexus 7 the day they were announced thinking Google would be the only place to get them. The following day I found out that both Carphone Warehouse and Currys/Dixons would be selling them. I thought, sensibly enough, that there was no point paying for delivery when I could stroll down and pick one up. I cancelled the order, heard nothing, requested confirmation 3 times more, then got an email on 19th July telling me my order had shipped. I phoned Google and was told to refuse delivery which would automatically generate a refund when the device was returned. 3 weeks went by with no sign of a refund so I contacted TNT to confirm they had actually returned the device. They confirmed it was returned on July 20th. I've since spoken to 2 people at Google who both confirmed the return is showing on their system, both said they couldn't issue a refund and the last guy said he was referring the case to a specialist who would be able to resolve it. That was a week ago. This "specialist" can only be contacted by email (which he/she/it doesn't reply to) so I'm now in a situation where I've paid for a device I never had, which Google have confirmed they've had back for almost a month now, and still no sign of my money.
This is the most pathetic company I have ever dealt with and I am now so pissed off with them I'm about to ditch Android entirely and also move my business off the Google Apps system we currently use and move to Microsoft.I believe the term is epic fail.

Stilicho said:
I ordered my Nexus 7 the day they were announced thinking Google would be the only place to get them. The following day I found out that both Carphone Warehouse and Currys/Dixons would be selling them. I thought, sensibly enough, that there was no point paying for delivery when I could stroll down and pick one up. I cancelled the order, heard nothing, requested confirmation 3 times more, then got an email on 19th July telling me my order had shipped. I phoned Google and was told to refuse delivery which would automatically generate a refund when the device was returned. 3 weeks went by with no sign of a refund so I contacted TNT to confirm they had actually returned the device. They confirmed it was returned on July 20th. I've since spoken to 2 people at Google who both confirmed the return is showing on their system, both said they couldn't issue a refund and the last guy said he was referring the case to a specialist who would be able to resolve it. That was a week ago. This "specialist" can only be contacted by email (which he/she/it doesn't reply to) so I'm now in a situation where I've paid for a device I never had, which Google have confirmed they've had back for almost a month now, and still no sign of my money.
This is the most pathetic company I have ever dealt with and I am now so pissed off with them I'm about to ditch Android entirely and also move my business off the Google Apps system we currently use and move to Microsoft.I believe the term is epic fail.
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I am in the same boat as you google just ain't playing ball or they ain't got a clue what's going on with refunds I would advise to ask to speak to a supervisor I did and he opened a tickete as the amateurs on the google phone desk are not referring your refund to the correct departments that's why no one is getting refunds they are so badly trained its unbelievable.

It stated on the site refunds could take 5-7 weeks to process.
Sent from my mopho

cornelious2 said:
It stated on the site refunds could take 5-7 weeks to process.
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Link please?
All I could find was this:
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2411741#US
Everytime I call google, the amount of time to expect a refund increases.

They received mine back on august 8th...I contacted them on the 13th via email. Received credit yesterday....

what to do when Google don't ship out RMA ?

Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.

Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2

I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.

I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.

File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.

qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
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makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?

noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
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Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.

Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.

gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
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Click to collapse
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.

USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
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I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.

I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.

gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
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Click to collapse
I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.

This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium

No return from google

I sent a nexus 10 one month ago today for a refund ( got one from walmart instead) from Google and have yet to receive it.. I checked the tracking numbers ups gave me and it was delivered 20 days ago.. whats going on?

I don't really think you're going to find much help on here I'm afraid What I would do is phone UPS and find out exactly when and where it was to delivered and who, presumably, signed for it. Tell them that it's a Google return they might be able to help you. After that phone Google and be insistent, tell them what ups told you and try to get to the bottom of it.
Good luck!
Sent from my Nexus 10 using Tapatalk HD

Nickslife89 said:
I sent a nexus 10 one month ago today for a refund ( got one from walmart instead) from Google and have yet to receive it.. I checked the tracking numbers ups gave me and it was delivered 20 days ago.. whats going on?
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I have exactly the same experience. Order 2x3 Nexus 10's on the 11th of January. When the first 3 arrived two of them had their factory seal broken, so when the next 3 arrived I refused delivery (there were a ton of other reasons as well, e.g. delivered two weeks after the others) and had them sent back to Google. This was January 28th. Google received and signed for the pacakge on the 30th (tracking says Signed By: SCS 2200 BLDG), but I have yet to receive the money - over 1600$. I have mailed them numerous times, and receive vague answers like "we are so sorry...", "we are investigating the issue...", "we have assigned a specialist to resolve this issue..."... This has been going on for weeks - but still no money,
Lucky I paid with my credit card, so if I haven't received the money over the weekend I will call my CC company and have them refund me the money.
Will never buy from the Play Store again. Google has tons to learn from Apple here.

DROID maxx on asurion backorder

I currently have the DROID dna and keep having the stupid sim card tray issue.. After a couple calls to asurion and one very rude asurion employee later.. They are gonna give me the DROID maxx as a replacement.. Only issue is that it is on backorder.. Anyone else waiting on the backorder list and if so how long

Just get permission to be reimbursed from buying full retail. Takes 5 days. Did the same thing on my galaxy nexus to the razr maxx hd.
Sent from my XT1080 using xda app-developers app

Been in backorder for almost two weeks
Sent from my XT1080 using xda app-developers app

Friend says he dropped new phone in toilet one hour after buying it. Never made a claim before. Call to verizon, rep called asurion, new phone waiting at store. Now he's a physician though so maybe they considered that.
Sent from my XT1080 using xda app-developers app

Don't got the cash to buy it outright.. I'm gonna call asurion in the morning and ask for a eta.. If they don't have a idea I'll ring Verizon and see if I can get one in store.. I'm on a concession line through best buy for work so Idk exactly how I would be able to get one in store
Sent from my HTC6435LVW using XDA Premium 4 mobile app

Called Verizon and asurion and neither was able to get anything down.. I guess I continue to wait
Sent from my HTC6435LVW using XDA Premium 4 mobile app

Asurion Replacement Phone
cold21blooded said:
Called Verizon and asurion and neither was able to get anything down.. I guess I continue to wait
Sent from my HTC6435LVW using XDA Premium 4 mobile app
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Hi! We came across your post and wanted to see if we could offer some assistance. We would love the opportunity to review your experience and help get you reconnected as quickly as possible. Have you received your replacement phone yet?
Asurion Social Media Team
 @AsurionCares

I have been waiting for over two weeks and still have not received my phone yet. In fact I received a message from asurion saying it was still on backorder
Sent from my XT1080 using xda app-developers app

Asurion Replacement Phone
Fstall303 said:
I have been waiting for over two weeks and still have not received my phone yet. In fact I received a message from asurion saying it was still on backorder
Sent from my XT1080 using xda app-developers app
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Hi: We received your private message and have responded. Please email us the requested information to [email protected]. We will get to work on a solution for you immediately!
Thanks!
Asurion Social Media Team
 @AsurionCares

I'm still waiting as well.. I really want the maxx but if I'm gonna be waiting for a month to get it I might just switch to the LG g2
Sent from my HTC6435LVW using XDA Premium 4 mobile app

I dropped my maxx 14 inches. Screen crack on all four sides of screen.. Call Asurion's .They said backorder, no idea when it will be available. So I waited a week, call asurion back same answer. Then call Verizon still no help even when I told them that they sold me the 3 party insurance and thought they needed to send me a replacement at the same cost as insurance. Well that didn't work. Sent phone to Motorola for repair.still waiting on repair 7 days and still no phone and no idea what it going to cost ...
Sent from my DROID BIONIC using XDA Premium 4 mobile app

Glad to see im not the only poor soul in this boat. This has got to be one of the worst customer service fiascos i have ever had with Verizon.
We spend this kind of money on a new phone and pay for the insurance and now have to wait when Verzion has phones sitting in their stores.
I dropped mine 2 days after buying it earlier this week, cracked all the way across the screen and must have caused an issue with the digitizer, as its launching apps and other screens randomly. The phone is unusable and i had to reactivate my old Droid X that recently was dropped in a flooded basement at my house.
I have called Asurion and placed the claim same as everyone else and was told they are on back order, called Verizon and they couldnt help, called Motorola and they were of no help as well. I was told by Asurion that we are allowed only 2 claims in a 12 month period and then they will cancel the insurance.
I sent an email to the address in an earlier post and hope to have someone contact me.
On another note, i was told by Verizon that i could not return the phone and exchange for something else if it had been replaced by Asurion for any reason. Now a cash refund for the phone from Asurion would work as i could go get another Maxx or another phone.
Hopefully we all aren't waiting for another month before Motorola decides to release phones to anyone other than Verizon.

Droid Maxx on Backorder
davidmt65 said:
I dropped my maxx 14 inches. Screen crack on all four sides of screen.. Call Asurion's .They said backorder, no idea when it will be available. So I waited a week, call asurion back same answer. Then call Verizon still no help even when I told them that they sold me the 3 party insurance and thought they needed to send me a replacement at the same cost as insurance. Well that didn't work. Sent phone to Motorola for repair.still waiting on repair 7 days and still no phone and no idea what it going to cost ...
Sent from my DROID BIONIC using XDA Premium 4 mobile app
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Click to collapse
Good morning: We know a cracked screen = no fun! We'd love to have one of our friendly specialists research your claim to see if there is anything we can do to help get you reconnected more quickly. Please send us a direct message on Twitter to @AsurionCares with your claim number and the best contact number for you. Be sure to include #xdaforum so we can easily identify your response. If Twitter is not convenient, we also welcome you to email the same information to us at [email protected].
Thanks!
Asurion Social Media Team @AsurionCares
---------- Post added at 08:35 AM ---------- Previous post was at 07:48 AM ----------
LOTL said:
Glad to see im not the only poor soul in this boat. This has got to be one of the worst customer service fiascos i have ever had with Verizon.
We spend this kind of money on a new phone and pay for the insurance and now have to wait when Verzion has phones sitting in their stores.
I dropped mine 2 days after buying it earlier this week, cracked all the way across the screen and must have caused an issue with the digitizer, as its launching apps and other screens randomly. The phone is unusable and i had to reactivate my old Droid X that recently was dropped in a flooded basement at my house.
I have called Asurion and placed the claim same as everyone else and was told they are on back order, called Verizon and they couldnt help, called Motorola and they were of no help as well. I was told by Asurion that we are allowed only 2 claims in a 12 month period and then they will cancel the insurance.
I sent an email to the address in an earlier post and hope to have someone contact me.
On another note, i was told by Verizon that i could not return the phone and exchange for something else if it had been replaced by Asurion for any reason. Now a cash refund for the phone from Asurion would work as i could go get another Maxx or another phone.
Hopefully we all aren't waiting for another month before Motorola decides to release phones to anyone other than Verizon.
Click to expand...
Click to collapse
Good morning! We have received your email and look forward to working together to get you reconnected.
Talk to you soon!
Thanks!
Asurion Social Media Team @AsurionCares

Asurion is great but their back order system is not great. You basically get put on a notification list not a waiting list. If you don't call seconds away you're in trouble.
Sent from my XT1080 using xda app-developers app

Asurion Backorder
jfriend33 said:
Asurion is great but their back order system is not great. You basically get put on a notification list not a waiting list. If you don't call seconds away you're in trouble.
Sent from my XT1080 using xda app-developers app
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Our goal is to get our customers reconnected as quickly as possible. Should your device be unavailable at the time of your claim, we will reach out to complete your claim once it has arrived. Multiple attempts over an extended period of time are made to contact you once this happens. Do you have an active claim that needs assistance? We are here to help.
Thanks!
Asurion Social Media Team @AsurionCares

im in the same boat. pressure crack. Verizon cant help. I ask the supervisor at Assurion if they can just reimburse Verizon directly. They said no.. that Id have to buy the phone at retail and they would reimburse me minus the 99.00 deductible.
Just emailed Assurion. Lets see what they can do LOL

Droid Maxx on Backorder
dano1282 said:
im in the same boat. pressure crack. Verizon cant help. I ask the supervisor at Assurion if they can just reimburse Verizon directly. They said no.. that Id have to buy the phone at retail and they would reimburse me minus the 99.00 deductible.
Just emailed Assurion. Lets see what they can do LOL
Click to expand...
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Hi Dano: We know waiting is never fun. Like most businesses, we try out best to forecast our customer demand. We apologize for any inconvenience you may have experienced as a result of the delay in the Droid Maxx. We are working quickly to get replacements. The purchase for reimbursement is the alternate option available at this time. We are here to help if you wish to exercise this option. Thanks!

AsurionCares said:
Hi Dano: We know waiting is never fun. Like most businesses, we try out best to forecast our customer demand. We apologize for any inconvenience you may have experienced as a result of the delay in the Droid Maxx. We are working quickly to get replacements. The purchase for reimbursement is the alternate option available at this time. We are here to help if you wish to exercise this option. Thanks!
Click to expand...
Click to collapse
What about potentially reimbursing an indirect Verizon agent?

Droid Maxx on Backorder
dano1282 said:
What about potentially reimbursing an indirect Verizon agent?
Click to expand...
Click to collapse
The option available at this time requires that you purchase the phone upfront and a refund check would be sent to you once proof of purchase is received.
Asurion Social Media Team @AsurionCares

AsurionCares said:
The option available at this time requires that you purchase the phone upfront and a refund check would be sent to you once proof of purchase is received.
Asurion Social Media Team @AsurionCares
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Boo..

AT&T and Samsung Promotions Issue

So I got my phone yesterday and immediately submitted all of my information to get the SD card from Samsung. Below is what I submitted and the answer I received. This pisses me off.
http://i.imgur.com/o2yC34L.jpg
This is the email I got from Samsung...
http://i.imgur.com/roTUVGA.jpg
Sent from my Samsung Note 7

then whomever handled your claim is stupid. i sent in same exact receipt and was approved 3 hours later.
Your submission has been approved!
Your 256GB Memory Card will be sent to you at the mailing address provided when registering for this offer within 12 weeks
.*Once your gift has shipped, you will receive an email with your tracking number and additional redemption details.
Don't forget about the Samsung Pay Bonus! Get $20 in rewards when you make your first qualifying purchase with Samsung Pay.**

I attached my preorder email which showed the device and price paid. Samsung approved my offer redemption within an hour.

Not for nothing, but you didn't scan Samsung the receipt with all of the information redacted, correct? I assume you did that just for showing us on XDA. The reciept has to show address/name that matches where you are requesting the gift be sent. I too received a response within an hour saying everything was good. Then, another hour later got an email saying my gift was in route. Good luck!
Sent from my SAMSUNG-SM-N930A using XDA-Developers mobile app

I submitted it like it came with nothing redacted. I did what someone on Reddit did and just opened it in paint and fixed it and matched the font. Fingers crossed. Just resubmitted it.
Sent from my Samsung Note 7

Same happened to me, then I resent everything and 2 days later it said. Claim approved and its in its way
Sent from my SAMSUNG-SM-N930A using Tapatalk

nolimit06 said:
So I got my phone yesterday and immediately submitted all of my information to get the SD card from Samsung. Below is what I submitted and the answer I received. This pisses me off.
http://i.imgur.com/o2yC34L.jpg
This is the email I got from Samsung...
http://i.imgur.com/roTUVGA.jpg
Sent from my Samsung Note 7
Click to expand...
Click to collapse
Turn the Note 7 box to the side where the IMEI and other info is slip the paper in the side of the box to show all the info and use that photo. That worked for me

Your AT&T receipt doesn't seem to state that you bought a Note 7 or an N930A.

Gary02468 said:
Your AT&T receipt doesn't seem to state that you bought a Note 7 or an N930A.
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Click to collapse
Yes - it's this. I've seen several people post a receipt like this and got rejected. My AT&T receipt shows N930A where as yours and the others that got rejected only show N9. That's the only thing I noticed that was common with your submission and the others that failed.

It needs to be the thin thermal paper receipt. I did the BoGo and the paper you show is like what I got showing the price for one, but my register receipt shows the purchase for 2 Note 's. That is the one I scanned and sent in with pics of both boxes. Use the Point of sale receipt instead.