You may need to raise a claim if there is an issue with your cashback. This will manually track your cashback as opposed to it automatically tracking. Below are the types of claims you may need to raise and when you will want to do so.
Missing cashback claims
A missing cashback claim is raised to dispute why the cashback hasn't tracked into your account.
You will need to raise a claim if your cashback hasn't tracked within 3 days of your purchase, and your purchase was made less than 45 days ago.
To help us process your claim as quickly and efficiently as possible we will require certain information from your email confirmation receipt, please have this to hand when submitting a claim.
Incorrect amount claims
An incorrect claim is raised to dispute the amount of cashback that is tracking against your purchase.
Cashback can be lower than expected for the following reasons:
Some retailers don't pay cashback on VAT or additional charges or taxes
Some retailers don't pay cashback on delivery charges
Some retailers track purchases at a low rate and then uplift them to the correct rate on confirmation
You used an unauthorised voucher code in your purchase
If you feel that the above doesn't apply, you will need to raise a claim.
If your cashback is tracking at £0, please read our article for further help on this: Why has my purchase tracked with amount £0?
⚠️ Important
Sometimes, the rate that tracks might be different from the one you saw while browsing. This happens because the specific product(s) you purchased may qualify for a different rate within the retailer's offerings. For example, you might see "up to 10% cashback," but your cart contains an item eligible only for 5% cashback. The tracked rate will then reflect the 5% applicable to your purchase.
Declined cashback claims
A declined claim is raised to dispute why your cashback has been declined.
Cashback can be declined for a variety of reasons such as:
You used an unauthorised voucher
You didn't meet the terms set on the retailer page
Your purchase wasn't covered by the cashback rates
If you feel that the above doesn't apply and you do not agree with the decision to decline, then you will need to raise a claim. You can do this if your purchase was within the last six months.
To help us process your claim as quickly and efficiently as possible we will require certain information from your email confirmation receipt, please have this to hand when submitting a claim.
How to raise a claim
We've made it easier than ever to submit missing cashback claims with Fin, our AI Assistant. Fin uses smart technology to streamline the claims process - simply upload a screenshot of your email confirmation and Fin will read the text to automatically extract the information we need to track down your cashback. No more manually typing in details!
To submit a missing cashback claim with Fin:
Via the messenger - Open the Quidco messenger and simply ask Fin "I want to start a claim for missing cashback" or "My cashback is missing"
Via the Quidco App - Access Fin through the app to submit your claim Fin will guide you through the process step by step. When prompted, just upload a screenshot of your purchase confirmation email and Fin will do the rest, reading the relevant details and submitting your claim.
For incorrect amount or declined cashback claims, you'll need to fill in a few details about your purchase on the claims form.
Don't worry if you raise a claim and don't hear from us for a while, all claims are handled by our specialist team who deal with the retailers and we'll provide updates through your Quidco activity in the claims section.
Certain retailers don't accept cashback claims, which means that if your purchase doesn't track or is declined, unfortunately we'd be unable to take this further. If a retailer doesn't accept claims you'll be able to see this on the 'Good to know' section on the retailers page.
Why can't I raise a cashback claim?
Although we do everything we can to make it easy for you to raise a missing or declined cashback claim, sometimes there may be reason why you are unable to. You can find out more about why sometimes you cannot raise a cashback claim here.
How to cancel a cashback claim?
If you need to cancel a cashback claim, please contact our customer support team with your claim ID and we can arrange that for you. You can find your claim ID in the activity section of your account.