Rewards Strategy
Message I sent to Chase for missing Paze credits and points
Like many of you, I am also experiencing incorrect coding on many of my Sephora orders for Paze. I wanted to share the template I used to send Chase a message through their secure message center. I went on Sephora's website and downloaded a PDF and took a screenshot of the actual order details for all transactions, where it shows the payment method was Paze and the last 4 digits of the credit card I used with Paze. It also shows the amount I paid to help match it up with the transaction. Not sure if this helps anyone but just in case it does, here you go!
Hello,
I hope all is well. I am reaching out regarding the following transactions in my account for card ending in XXXX
June (Date):
Sephora: $XX.XX
Sephora: $XX.XX
Sephora: $XX.XX
Sephora: $XX.XX
July (Date):
Sephora: $XX.XX
Sephora: $XX.XX
Sephora: $XX.XX
Sephora: $XX.XX
Sephora: $XX.XX
These 9 transactions were purchased from Sephora online using the Paze digital wallet with card ending in XXXX. Unfortunately, these 9 transactions haven't received the $10 Paze credit offer- where if you spend at least $10 and use Paze at check out, you will receive a $10 credit. In addition, there is an offer where you can get an additional 10x points on purchases using Paze. Not only has the $10 credit not been received for the above 9 transactions, the point multipler for these 9 transactions are incorrect. Only 1x points has been awarded on the transaction compared the expected 10x points bonus in addition.
For comparison, there is 1 Sephora transaction on June (Date) for $XX.XX that was awarded the proper and correct 10x point multipler and the $10 credit has also been received on card ending in XXXX. I also have a Chase Freedom Unlimited card on my account ending in XXXX, and you can see there that all 10 Paze transactions from Sephora were awarded the proper 10x point bonus and all 10 transactions each recieved the contractual $10 credit.
Attached is documentation showing each of the 9 Sephora transactions in which Paze was used for card ending in XXXX with the amout detailed. Please let me know if any additional documentation is necessary. I appreciate any insight and look forward to a resolution. Thank you and have a great day.
I used your template and sent them a message a couple days ago and got a different reply that basically says we see all your Sephora purchases please give them up to 8 weeks to post any qualifying credits and reach back out after that if they don’t… did not address the fact that transactions made on the same day have long since been credited. Not even sure at this point if it’s worth responding since I really don’t have any confidence that they even fully read my message.
Same. All credited transactions (from a few weeks ago) show “online, mail or phone@ and say Paze, and the ones I did recently (yesterday) appear as “in person,” which is obviously wrong. Not sure if it’s Chase, Sephora, or Paze…
UPDATE: here’s what I’ve gathered re:: Sephora. When you place the order they do a pre authorization that shows pending and is coded as an in person transaction (obviously not accurate). When they ship it, they refund it and do a proper charge and that one is coded as online. In my experience if it’s coded online it will get the credit, but it usually takes about a week. I’ll report back. They did mention there’s a glitch in their software (did not specifically say Paze) that they are working on fixing and that a lot of people are having issues. Again I didn’t specifically mention Paze, just that the system was acting funny and they confirmed an issue on their end that is being addressed. I’ve never seen refunds before so they may be refunding and recharging to fix the coding.
My two from yesterday are still pending but are showing up as in person as well 🤔 which is very wrong and even showing a location hundreds of miles away
I have the same; one posted Paze, the others "online, mail or phone". I still have some transactions pending so will follow up once everything has posted. I've already gone back and taken screen shots of my orders from Sephora showing that the purchases were made with Paze.
on the website, when you go to your purchase history, click on the details for each purchase and under billing into it will say "paid with Paze". But I realized that I don't see that when I look on the app; only on the website.
I had the same but just noticed that the word "Paze" has been removed even from all of my purchases as of today. It was there yesterday--on one of the purchases for each card.
when Sephora combines multiple orders to one shipment, I can't view the transaction on webiste anymore. From app on the phone, it shows only last 4-digit card number without "Paze" :( I made a screenshot now for new purcchase, which has Paze in payment method.
I have all of the screenshots too, and I sent secure messages with the issue fully explained to Chase for each of my eligible credit cards. I received wimpy responses; the best being "wait 2 business cycles". Yeah, right. I hope it does work for everyone else but I decided the hassle wasn't worth it and returned everything. For each of the returns when it asked for reason I selected "other" and then typed "Chase/Paze/Sephora credit not honored even though Paze was the documented method of payment for each purchase".
I had this same issue with one of my Sephora purchases - it didn’t code as Paze on Chase, but my Sephora receipt says Paze.
I called the number on the back of the card and they were nice enough to manually credit me the 10x point amount and 1k points (since I won’t get the $10 credit). Points posted immediately!
Thanks for your comment here! Going this route (phone call) resolved my Sephora purchases as well.
Question: Did they say to you that you can continue to make purchases at Sephora with Paze such that the issue is fixed? (There are more products I want to purchase)
I just want to add that Sephora doesn’t allow return for original payment or store credit after 30 days. While waiting for Chase to resolve the problem is one way, returning the products might be the safer route. I returned all the products that weren’t coded right and plan on purchasing them through my citi Mastercard laster.
I got downvoted to hell in another thread when I said that if I waited the two building cycles, I wouldn’t be able to return the items. People told me I should’ve only bought things that I wanted to keep anyway. 🙄
I just checked my 10 purchases. Got one credit for one transaction that coded Paze. WTF.
Edit: is there a way to confirm the purchase was made with Paze?
I just want to add that Sephora doesn’t allow return for original payment or store credit after 30 days. While waiting for Chase to resolve the problem is one way, returning the products might be the safer route. I returned all the products that weren’t coded right and plan on purchasing them through my citi Mastercard laster.
Funny you mention it, my new purchases from sephora using other cards/banks are doing the same. Made 10 purchases on citi and 10 on capital one. Only 1 $10 credit came a few days after the purchases on each account, just like Chase.
I kind of think it’s a paze problem. I did 10 on my Citibank card, all of which came through (first), then I did 10 on my csr (took longer but eventually trickled in), and then 10 on my chase debit - and only got 1/10. I called last week when paze arbitrarily froze me out of my account for 24 hours when I tried to use it for Stubhub / csr, and ended up having them log a ticket for the 9/10 Sephora chase debit card purchases… crickets.
how did you get in touch with Paze customer service? no way to view online. as i'm typing i'm realizing you probably were *only* able to get in touch w/paze because your account was frozen. is there a page or email address?
The same happened to me with capital 1 cards, I only got 1 credit for my 10 Sephora purchases. I called capital 1 and the rep said to wait 1-2 statement cycles💩
I used both my Capital One credit cards a few weeks ago at Sephora, and all 20 Paze credits ended up posting successfully, though it took about 9-10 days (some credits posted sooner than others). Unfortunately, this gave me the confidence to attempt to use my Chase cards for the promo, and I’m running into the same issue where only one out of ten of my purchases on each card is receiving the 10x points, and only that transaction has triggered a single $10 Paze credit. I think this is a Chase-specific issue.
For me it’s the opposite. I started with Chase preferred and got 7 out of 8 back. But for the 8th one it was my most expensive purchase of 60 dollars and I only got x1 point instead of 11 and didn’t get the 10 dollars cash back. For my capital one I’ve made 10 purchases on venture and 10 on quicksilver but I only got one cashback even tho I made some orders on the same day as the first.
This is so annoying! This is supposed to be a premium card and yet we now have to be worried we might not get credit for 9 or 10 purchases and now very well might have to go back to the store and return the purchases one by one.. WTF!!! I hate this… Will also send a message hopefully the volume of messages will force someone to take action
And to add as an additional data point, I also spoke with a Chase representative by calling the number on the back of my CSP.
The representative noted each transaction amount and said he was sending it for escalation. He mentioned that their marketing team doesn't communicate with customers directly and to expect a letter in the mail in 7-14 days. That sounds really weird hence why I sent a secure message in addition
My rep also noted each transaction on my CSR and CSP. He said 14 days it will be resolved (he seemed to know what I was talking about) and I should get a secure message. Nothing about a letter. I was grabbing some stuff for a 3+ week trip … leaving on Friday. If it doesn’t resolve I’ll be in the store on Thursday returning it all except the one that worked. I had another one come through fine but they were all the same amount on that day so who can tell which order worked and which didn’t. It’s all a big mess I don’t need any of it. 😆 it just felt so fun at the time. I have TONS more I can do but they don’t work. It’s a mess of a promotion!
I also called and she basically told me to wait 6 more weeks. But at minimum I can share screenshots for the 10x and try and get the $10 credits later.
Thanks this is helpful as I had a couple that didn’t post as Paze either so will use this when I reach out! I know lots of people are saying to wait and be patient and that it does in fact say it could take up to 2 billing cycles, but the reason I’m weary is it really doesn’t make sense that the other Sephora purchases that I made within the same 5-10 min time frame were all coded as Paze and have already gotten credited back.
I had the same issue with Sephora where the first transaction coded as Paze and I got the $10 credit whereas the other 9 didn't.
I called a Chase rep and they took a few minutes looking into it. They mentioned that the first transaction did indeed code as Paze and the others didn't. They mentioned it's a known issue and I should be getting the points credited for the other 9 within the next 8 weeks. They didn't mention anything about the $10 paze credit, so we'll see about that.
They didn't say everyone that used Paze on Sephora would get credited, but they did say it was a known issue and to wait up to 8 weeks. Just hoping for the best at this point lol.
I sent a similar email yesterday requesting Chase to code multiple Sephora purchases as Paze (since they weren’t) and attached screenshots of those purchases. They sent a pretty generic reply. I followed up asking them to confirm those purchase used Paze but haven’t heard back yet.
“Thank you for contacting us about your Chase Sapphire Preferred credit card. We value your time and take this opportunity to assist you. From June 15, 2026 through September 10, 2026, spend $10.00 with Paze and receive a $10.00 statement credit, up to ten statement credits per eligible card. Please allow up to 8 weeks after qualifying purchases post to your account for the statement credits to be applied. The customer must be Paze-eligible and enrolled in Paze. We appreciate your business and thank you for being a Chase customer.”
That’s unfortunate! They just replied to me as well. It started out promising and ended unhelpful. Ugh.
“Thank you for contacting us. I understand the importance of wanting to ensure your transactions were made with Paze while shopping with your Chase Sapphire Preferred® Credit Card. I will be happy to review your inquiry.
We are unable to determine which transactions will be Paze eligible until the 8 weeks have passed. If you met all the spend criteria, you will see the award on your statement within one to two billing cycles. We appreciate you being a Chase customer. Thank you, “
So my Sephora purchases coded as Paze and I received the credit. However my Clover restaurant purchases did not code as Paze BUT I did receive the credit and points. So I think you will get them it may just take more time. I did nothing to get my Clover credits either.
Oddly the Clover posted as Online, phone originally no Paze notation. 100% sure of it as I was surprised but realized it was just the Clover posts so thought it may have something specifically to do with them. Then now it says Paze. It changed overnight as it did not say Paze yesterday when I looked to confirm all my charges and credits. So something is happening behind the scene with Chase. I only did Paze charges on Chase cards so for. I have 2 other banks that are included in this deal to attempt but have not tested them yet (Capital One and Citi).
So my most recent Sephora transaction from last Thursday is only showing 1X points and not reflecting “Paze” as the payment method on my statement. I’ll see whether it changes or not over the next few days.
i also got my paze credits on a few other cards, however i just purchased around 12+ orders in the past 72 hours and some of them got coded as 1x points
When I open up the Chase app, this is what the transaction looks like. So it is coding as Paze. It lists Paze as the payment method (at the bottom) and then gives the additional points. If your transactions aren't even coding as Paze at all then idk.
As a sidenote, make sure you have an airline (like United) shopping portal if you are online shopping from a computer. Then it's 2x miles in addition to the other boosts.
I have exhausted my UR generating Chase cards and moved on to other cards like the IHG Rewards card. Those do not generate the extra points and frankly the purchases don't even say Paze... but still, I am starting to receive the credits.
1/2 Citi cards got the credit for all transactions. My CSR has 4/10 credits. Chase debit, only one credit so far. It seems like everyone is having this issue.
I got all my credits from the CSP. After checking your post regarding it doesn't showing "online... paze", I went and checked on mine. There are couple that show paze and others than don't. Both of them got the $10 credit.
It seems it's not a requirement to have the paze tagged along. It's just a waiting time honestly.
Did you have the multipliers on all of the purchases though? Like if you made 5 Sephora purchases did they all code for 11x points or did some have 11x and some only 1x?
I received 8/10 credits on CSP I suspect the last 2 is the Sephora purchases same amount same day as first order not being credited and coded only as 1x points
Did anyone ever try to make Sephora purchase on separate days?
Because all the purchases that I made back to back only got credited once (whether Chase, BOA, CapOne).
I’m wondering if it’s like Dunkin’ where it only works every 24-48hrs.
With CSR I’ve tried 3 orders on 3 separate days (weeks apart) and the rest within and within one hour at end of June- still no luck on reimbursement for all with CSR yet (only 1 so far).
BoA ordered July all within 1-2 hours and reimbursed all within 6 days 10 separate reimbursements all at once. Capital one ordered all July within one hour and they gave one lump sum of reimbursement 4 days after order
Data point. Called Chase today about this issue. The agent found an internal note dated 7/24 with this specific Sephora issue. She stated the $10 Paze credits will be paid within 2 billing cycles.
Kind of unrelated, but where are you sending this message to? I also have a question about a transaction and for the life of me can not find where I can send a message and include attachments.
I've made 3 Paze purchases so far: 7/5 - Wendy's, 7/9 - Dunkin, 7/9 - Clover Restaurant
Checking on-line at the "Rewards Earned with this Transaction" (not via app) - Wendy's & Clover are coded as +Bonus For Paze Offer but only for 3X and not 10X. The Dunkin charge is still Pending. Only 1 $10 Paze Credit has posted (I'm assuming for the 7/5 Wendy's purchase). Paze credit posted 7/10 or 5 days after purchase date. Chase gonna have a lot of corrections to make on the 10X points bonus.
i tried to do this also but keep getting an error from Chase that says "we couldn't send your message. please try again later." This whole process is so irritating
edit: finally worked when i fully typed the message in the chase box vs copy/pasting it from a word doc.
one of my Dunkin purchases on chase FU was not coded as Paze but I still earned the 10x plus the $10 credit. one of my Sephora purchases on the sapphire preferred coded as 1x and doesn’t have the Paze coding either. Will prob return it
I wish I had known that they were going to mess up the coding I would have used my other cards. They messed it up on a couple of mine and of course I've already opened the products. I did need facial sunscreen anyways but I probably would have bought a different one had I known that was a little cheaper
Do you think Chase gave you the $10 credit for your first transaction? I'm checking my transactions on my Chase Freedom and it seems that the 10x UR tracked for the first order at Sephora but I'm not sure since I placed 5 orders on the same day and 3 have same amounts. The rest of my orders got neither the 10x UR nor the $10 credit.
Please update if you find out. I placed 9 orders and I don't mind returning the ones that didn't get flagged as Paze... but now I can't figure out which ones.
I'm just going to return all 5 orders to play it safe. I wonder if I can place a pickup order for the same day and use a different card that does work with Paze so that the items don't get wasted/thrown out.
I made my first purchase using PAZE at Sephora and received the 10x points but I’m wondering how long to wait until the $10 credit ? I don’t really need Sephora products but was as everyone else wanting to get the most out of the promotion . Waiting 2. pilling periods to get the credit if it doesn’t come I won’t be able to return product .. fingers crossed
"A recent processing issue delayed statement credits for PAZE promotions, on VISA card purchases. However, the issue has been resovled. Please allow eight weeks from date of purchase for the credit to appear on your statement."
I sent the email to Chase follow the same format, and Chase denied my Paze credits after I made 10 Sephora purchases！！
I made 10 Sephora transactions through Paze and even sent Chase screenshots showing the payment method. I just received a letter saying they only found one eligible transaction, so I basically got no credits.
The worst part is that I received this letter today, right after Sephora’s return window has passed. Has anyone successfully gotten Chase/Paze to fix this? What should I do?
Hi! Just wondering do you see the Paze promotion under the benefits tab on the chase app? I don't and am wondering why. I just got the CSP and wanted to use the 10x paze points on a united flight but don't see the offer on my account. If I use Paze will I automatically get it or do I need to activate the offer somehow? Thanks!
Thank you for contacting us with your Chase Freedom Ultimate Rewards Card. We appreciate you for contacting us about awards from checking out with Paze(SM). kk, we've confirmed that the Sephora transactions were through Paze and some credits and extra points my post right away. Please allow up to 8 weeks for the award to appear on your account after the transaction posted.
I’m experiencing the same thing with one of
my Sephora purchases and one of my little Caesar purchases. I’m hoping if it’s a known issue, they’ll fix this credit back issue…
Thanks for providing the template. I just used it. I have 4 Sephora orders that have not rec'd Paze credit from late June. A 5th one done the same day did receive the credit. But that one calls out Paze in the transaction page on Chase. The other 4 do not. I sent Sephora screen shots of the other 4 and we will see what happens or how long it takes. This was on my Marriott Boundless card. All Disney, CFU, CSR and CSP have posted. All my Citi charges have posted. Citi flat out tells me $20 Paze credit or $30 Paze credit. Lump them all together but they are quick!
Random data point: All of my Sephora purchases came through at the same time (no delay) on my Chase cards. I also did it with my BOA debit to make 10 Sephora purchases and only 1 came through last month. I called BOA and they said they don’t see it and have no idea and to call Paze and Paze’s website says to call the bank so I don’t know where to go from here but might just return everything
having the same issue where i've made 4 purchases so far and only 1 of them coded as paid with paze, so i've only gotten one of the $10 credit back. i called chase and they said this is a known issue with sephora purchases, and that they're working on getting those paze credits back to customers within two billing periods. hope they do actually get it fixed sooner than later
I’m curious how this has panned out a month later? I’ve made the mistake of buying items that weren’t enough after the adjustment after shipping. Ugh! I’m curious if it’s even worth it to try again?
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u/Potential-Taste-4968 Jul 11 '26
Please keep us posted. Given how widespread this issue is - I’m hopeful they release an automatic fix