My recent experience with PAYBACK vouchers has been unnecessarily complicated and frustrating.
I redeemed points for vouchers or bought them in their shop (including a Google Play voucher) because PAYBACK actively promotes these rewards and even incentivizes them with bonus points.
However, the process quickly turned into a chain of problems. The voucher redemption process itself is already complex, and when issues occur (for example when a voucher cannot be redeemed properly) the customer is left dealing with multiple systems and companies.
What makes this worse is the way customer contact is handled. PAYBACK sends emails from addresses like service@..., but if you reply to the email you receive an automatic response saying that replies cannot be processed and that you must instead log in and use a contact form. The contact form then allows only 400 letters... This makes communication unnecessarily difficult and fragmented.
If a company sends a message to a customer, basic customer service would suggest that replying to that message should be possible. Forcing customers into a specific contact form system adds friction exactly when support is needed. Cutting the input in 2026 seems absurd as well.
The overall impression is that vouchers are heavily promoted to customers but the systems behind them are complicated, and getting help when something goes wrong is harder than it should be.
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