If there's a problem with your cashback, you may need to raise a claim so we can investigate it with the retailer.
There are three types of cashback claim:
Missing cashback: Your purchase hasn't tracked into your Quidco account.
Incorrect cashback amount: Your purchase has tracked, but the cashback amount isn't what you expected.
Declined cashback: Your cashback tracked but was later declined.
The type of claim you need, and when you can raise it, depends on what's happened with your cashback.
Missing cashback claims
A missing cashback claim is for an eligible purchase that hasn't tracked into your Quidco account.
For most purchases, you can raise a missing cashback claim if:
Your purchase hasn't tracked within 3 days, and
Your purchase was made less than 45 days ago.
Some retailers or purchases may have different tracking or claiming timescales, so check the retailer's Quidco page before raising your claim. Some may take up to 10 days to track.
You'll need information from your purchase confirmation email or receipt to submit your claim, so have this ready before you start.
Incorrect amount claims
You can raise an incorrect cashback amount claim if your purchase has tracked but you believe the amount is wrong.
Before raising a claim, check whether the difference could be because:
The retailer doesn't pay cashback on VAT, taxes or additional charges.
The retailer doesn't pay cashback on delivery charges.
The retailer initially tracks purchases at a lower rate and updates the amount when the cashback is confirmed.
A voucher or discount code was used that wasn't approved for cashback.
The product you purchased qualified for a different cashback rate.
Check which cashback rate applied
The highest rate advertised by a retailer won't necessarily apply to every purchase.
For example, you may see an offer advertising up to 10% cashback, but the product you purchase may only qualify for 5% cashback. In this case, your cashback may correctly track at 5%.
If none of these reasons explains the difference, you can raise an incorrect cashback amount claim.
If your purchase has tracked at £0, see our Why has my purchase tracked with amount £0? article for more information.
Declined cashback claims
A declined cashback claim is for cashback that tracked into your account but was later declined.
Cashback can be declined for several reasons, including:
You used a voucher or discount code that wasn't eligible for cashback.
Your purchase didn't meet the retailer's terms and exclusions.
The product or service you purchased wasn't eligible for cashback.
Your order was cancelled, returned or changed.
Another website was recognised as the referrer instead of Quidco.
Check the retailer's terms and exclusions and any information shown against your transaction first.
If you still believe your cashback was declined incorrectly, you can raise a declined cashback claim for an eligible purchase made within the last 6 months.
You'll need information from your purchase confirmation email or receipt, so have this ready when submitting your claim.
How do I raise a missing cashback 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 screenshots of your order confirmation email 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, some retailers don't allow for claims to be raised. This will be mentioned in the retailer's terms and exclusions.
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.