I have experienced that both the store and the web shop seem to create a circle of blame, where neither wants to deal with the problem. If I can get the web shop to respond, I only get an excuse that it can take the seller several weeks to confirm the order. In other words, just wait and see what happens. After several weeks, the web shop simply states that there is no record of the purchase through their portal, even if the seller confirms the order. It is quite convenient that there is no real contact info available,so you are stuck using the web form and hoping that they might respond (they usually don't).

I am not sure who expects to win with a broken system, but I think surely it must be in SAS's interest to have a web shop that works. Oddly enough, SAS Eurobonus wanted nothing to do with me when I called to complain. They simply forwarded me to the web shop, which said that I need to contact SAS Eurobonus to resolve the issue...sigh.