My claim has been rejected and I don't understand why

We are only able to pay cashback when we receive payment from a merchant for your transaction. If you've submitted a claim due to one of your transactions not being rewarded correctly, and the merchant has subsequently rejected your claim, I'm afraid there is nothing we can do about it (see "Appeals" at the end of this page). Sometimes, the merchant may provide a reason for the rejection and we will add this to the response to your claim.

Reasons for cashback not being awarded might include:
- You did not fully meet the terms of the cashback offer
- You used a link on another website to visit the merchant site, and they have been credited with the sale
- The configuration of software on your PC prevented the transaction from being tracked
- The merchant is unable to find details of your transaction using the reference information you provided
- You used a voucher code which was not issued by us
- You did not complete the transaction wholly online (e.g. phone call required, delayed / cancelled transactions or payment problems)

Rarely, the claim may get rejected for no apparent reason but simply that the tracking through various third parties has failed somewhere.

We appreciate that it's frustrating when your cashback doesn't get awarded; we don't like it either! :(

We do, however, monitor the performance of our merchants in dealing with claims and, if appropriate, we will remove them from our site

Appeals

If you still believe your claim should not have been rejected, you can appeal directly to our members for the decision to be overturned. See appeals process

Back to Manual claims for cashback