Our members' experiences are incredibly important to us, and our Customer Support team may request for additional details about your purchase if you've submitted a ticket regarding missing points. We ask this to ensure that you're awarded the correct amount of points for your purchase - you worked hard for these! Here are some common reasons why you may be asked for additional details about your purchase:
1. Confirm the date and time of purchase.
We want to make sure our members earn the correct amount of points for their purchases, and sometimes we need to ensure that the correct amount of points are applied - especially when there is a boost to the offer! If we need to confirm the exact date and time a purchase was made to award the correct point rate for a boosted offer, we'll ask you for a screenshot of your order. With this information, we should be able to get your points applied!
2. To verify the steps of the offer were fulfilled.
Some of our in-app offers have special requirements, such as not applying a promotional discount code, or using the same email address as your Drop account to fulfill the order/account sign up. In order for us to confirm the eligibility of these points, we may ask for a copy of your order.
3. To confirm the subtotal of your order.
Drop does not award points for taxes or additional fees (ie. shipping, duties, etc). If you submitted a ticket regarding missing points, we'll need to verify the subtotal spent as this is what appears in our internal systems. This is most common for offers including vacation and flight purchases.
We understand that your points are precious and our team always wants to make sure that you're awarded the correct amount of points. If you ever notice a discrepancy with your points, please connect with our Customer Success team by submitting an in-app ticket so we can investigate this with you. 😊