Big Bazaar / Futurebazaar / Future Retail / Hometown — non credit of cash back by futurepay

For shopping done on.12 aug 2019 needed a duplicate invoice.

Issue:
My purchase of rs 3074.71 done on 12 aug included some items which has additional cash back for example ariel of 3kg, fabric comfort and such other products. During the purchase of these products at store it was mentioned that the future pay wallet will be credited with specific cash back amount. But till date i have not received any additional cashback for such items.

After bringing it to notice of futurepay team, they replied me following:

"as per your below mail, we are sorry to inform you that we require original bill copy on which your mobile number is mentioned on bill for offer cashback so our backend team validate and process your cashback, without bill copy we are unable to process your cashback. Also we have mentioned in terms and condition of offer in case of any discrepancy with offer or with non-receipt of cash in wallet, it is mandatory for the customer to present a physical bill."

I am highly disappointed by such pass the responsibility type of replies.

Instead of accepting their faults, these people advicing us to keep carbon ink printed rough paper for 30 days to claim cashback.

Future pay is assumed to credit cashback on items without having any kind customers intervention. Even if invoice is needed for their internal processing then it should be managed through their partner (Big bazaar) no need to trouble customer.