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Please update the payback system

Started by: giffgaffmaniack
On: 12/06/2018 | 03:45
Replies: 24
Reply

by: t_will
community giff-staffer

on: 13/06/2018 | 10:50
We have a few hundred thousand people to give Payback to - as much as we'd love to do it overnight it takes a long time to process that data and make sure it's accurate. Yes, some of it is automated - but there are still manual review processes along the way.

Community activity for each day usually takes at least 24 hours to become available in any accurate form. The automated scripts can't run until that data is available. There are some manual checks involved as well, to make sure that our quality system is actually picking up quality posts, but also to cast an eye over threads that have a lot of activity but not much quality, which we exclude from a lot of the Payback calculation.

Once that's done, that file is processed by our team, who make sure that the payment is applied to each account. This, thankfully, is automated, but can still take a lot of time - and we limit how quickly it happens to avoid any issues with the website.

That normally doesn't take up until the 5th of the month, but it's a guideline we have to allow for any spanners in the works and any weekends. If the 1st is on a Saturday, for example, then the manual stuff we need to do from Lithium's stats won't be able to happen until the 3rd, along with any manual checks after that. And, of course, in a payment month, it can be tricker - there are extra steps, and the end of the month is a busy time anyway (as anyone who's ever worked on a finance team can tell you).

One thing I would love to do soon is lift the veil on Payback and give people much more information on how it's calculated and what stuff is being rewarded. I'd love to showcase members and threads that were top earners so people can see what kind of stuff they need to be doing. That's a big spotlight to shine on someone, though, so before that happens, people need to be comfortable with recognition - which might be a big hill to climb Smiley Tongue
giffgaff Community Rewards and Recognition specialist
Feeling chatty? You can send me a message and we'll get rolling. Need a topic? Try here.
Message 11 of 25
by: ip633
on: 13/06/2018 | 12:51 edited: 13/06/2018 | 13:34

t_will wrote:


One thing I would love to do soon is lift the veil on Payback and give people much more information on how it's calculated and what stuff is being rewarded. I'd love to showcase members and threads that were top earners so people can see what kind of stuff they need to be doing. That's a big spotlight to shine on someone, though, so before that happens, people need to be comfortable with recognition - which might be a big hill to climb Smiley Tongue

I can see where you're coming from, at least as far as wanting to highlight good posting behaviours is concerned. But that approach has already been adopted in the Help section, with this stickied post as a permanent reminder of what's required, and that's the sort of advice that could be applied across all forum sections. But using those type of threads to highlight examples of earning potential is perhaps opening a can of worms, and you're right to be cautious, as some people may not welcome that kind of attention.

 

As has already been pointed out, Payback 2.0 was all about offering greater transparency, but it's just created a situation where it's become harder to manage expectations. Labs is a case in point, and when you look at the following statement (link), it's easy to see why the message about "quality rather than quantity" is still not getting through:

 

"Bring your friends and family on board, give helpful advice on our forums, or suggest ideas to make us better. It'll all earn you Payback points".

 

There's always been an unhealthy obsession with payback in this community, but giffgaff don't help themselves sometimes.

 

Edit: typo

Message 12 of 25
by: ujo55
on: 13/06/2018 | 13:21
@t_will
I too can see where you are coming from, there are far too many myths and legends as to what generates payback fairly or unfairly.
Some believe posts mean payback, the generation of many Kudos in the GD forum is often said to be driven by the desire solely to increase payback - no idea if this is true or not.
Payback 2 is often mentioned, I took 15 minutes trying to find it using the forum search functions and gave up, so how many particularly new members are aware of its existence, know where to find it and it they did would bother to read and indeed understand it, hence the myths continue and members do what members do believing they will maximise their payback, often probably incorrectly but that is so much a focus of the forum.
I've certainly no complaints and feel I have been treated very fairly, but then I'm fortunate as I can see the forums as a means of relaxation not an income generator.
Message 13 of 25
by: andyrh68
on: 13/06/2018 | 13:41

If something isn't working for you, walk away. You have the option.

 

Message 14 of 25
by: mcilwraith
on: 13/06/2018 | 14:07

@giffgaffmaniack you have been with O2, Asda mobile, EE and lebara and none of them have had any of these problems.

how many of them pay payback then?

Message 15 of 25
by: kevincunno
on: 13/06/2018 | 16:21

Hi @giffgaffmaniack it will be Monday the 18th when you get your payback into your Paypal 

Get a free giffgaff Simdon't judge my path if you haven't walk my journey kevin
Message 16 of 25
Highlighted
by: t_will
community giff-staffer

on: 13/06/2018 | 17:21
Posts and Kudos influence Payback very little, but they do have an influence. That said, it's a lot easier to spend a bit of time thinking of a helpful and considered post than it is to spend hours writing hundreds of posts and giving hundreds of Kudos out in the hope of getting a few quid - and you'll get a lot less for the latter. We exclude any threads that display that behaviour from the calculations as well.
giffgaff Community Rewards and Recognition specialist
Feeling chatty? You can send me a message and we'll get rolling. Need a topic? Try here.
Message 17 of 25
by: woodyuk
on: 13/06/2018 | 17:37

@ujo55 the thread you were searching for is here:-

 

https://community.giffgaff.com/t5/Contribute/Community-Payback-2-0/m-p/16650918#M383377

 

when it comes to a small group of members repeatedly giving each other kudos the short answer is that they're achieving nothing.The part of payback that's based on kudos is calculated from kudos received from individual members and only counts in certain threads (some are disregarded) so to use some pie in the sky figures.10 kudos from 10 different members would count for more than 100 kudos from just 5 different members if that makes sense?

Message 18 of 25
by: garyg1690
on: 13/06/2018 | 17:48

Payback is great i wouldn't change it

Message 19 of 25
by: giffgaff20147
on: 13/06/2018 | 19:26

@giffgaffmaniack

Well this last few months it’s been running fine but we can’t spend it every month so does it matter , 

when it’s due to be paid they tell us the dates which is fair enough 

Message 20 of 25