Had an issue with Shopback? Get a real response.
How to submit a complaint with Shopback
If your complaint about Shopback is really about delivery delays, returns, and refund delays, use the complaints email first and keep the written trail together.
- Start in the right place: Use the complaints email for Shopback so the complaint lands with a team that can actually review it.
- Anchor the facts: Include your order number, receipt, delivery details, photos, and messages and explain what went wrong with the product, delivery, return, refund, or customer service issue.
- Name the complaint theme: Say if the issue is about delivery delays, returns, and refund delays so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a refund, replacement, repair, store credit, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
After Shopback receives a complaint tied to delivery delays, returns, and refund delays, expect a basic review first and a substantive response later.
- Acknowledgement: You should get a case number, email, or some written sign that Shopback has logged the complaint.
- Review: The business will usually look at your order number, receipt, delivery details, photos, and messages and the part of the service tied to the complaint.
- Response: A useful answer should explain what Shopback found and whether it will offer a refund, replacement, repair, store credit, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Shopback
The complaint themes most likely to matter for Shopback are below. Use the one that best matches your issue.
- Delivery delays: Orders arriving later than promised or moving around without a clear update.
- Returns: Returns being slowed down, rejected, or tied up in confusing policy steps.
- Refund delays: Money being held up, only partly returned, or hard to chase down.
- Customer service: Slow replies, handballs between teams, or support that misses the actual problem.
Shopback complaints submitted through Ajust
If the first answer from Shopback does not deal with the substance of the complaint, push it up internally before you move outside the business.
- Escalate internally first: Ask Shopback to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually your state Fair Trading or Consumer Affairs agency under Australian Consumer Law.
If Shopback does not resolve a complaint about delivery delays, returns, and refund delays, there is usually an external path beyond the business.
- Main external path: your state Fair Trading or Consumer Affairs agency under Australian Consumer Law
- Why this route matters: Use the state body that matches where you are located if the business still does not deal with the complaint properly.
- Before you escalate: Keep your full Shopback complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Shopback, these are the official contact points worth using first.
- Email: help@shopback.com.au
Shopback Complaints FAQs
Where should I start if I need to complain to Shopback?
Start with the complaints email and make the first message about the exact issue, not the whole history. Attach your order number, receipt, delivery details, photos, and messages and ask for a refund, replacement, repair, store credit, or a clear written explanation.
What evidence should I attach to a Shopback complaint?
Include your order number, receipt, delivery details, photos, and messages, the dates, what went wrong, and the outcome you want. If the issue is about delivery delays, returns, and refund delays, say that clearly in the opening lines.
What are the most common complaints about Shopback?
The recurring themes are usually delivery delays, returns, and refund delays. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
What should I do if Shopback ignores my complaint?
Do not restart the complaint from scratch. Keep the same evidence trail together and escalate with the same chronology attached.
You’ve done your part, now it’s time to hold Shopback accountable.
Take the final step and submit a complaint that gets seen and responded to.