Why has my cashback claim been declined?

We understand it's disappointing when you've raised a cashback claim and the retailer declines it.

When you raise a claim, we send the details of your purchase to the retailer so they can investigate whether the transaction is eligible for cashback. Raising a claim doesn't guarantee that cashback will be paid.

If the retailer declines your claim, we'll share the reason with you when one is provided.

Below are some of the most common reasons a cashback claim may be declined.

Cashback is generally awarded on eligible, completed purchases.

If you return or cancel your order, the retailer may decline your cashback.

Changes to an order, including partial cancellations or returns, can also affect your cashback. This may be because the purchase no longer meets the retailer's cashback terms, the eligible order value has changed, or Quidco is no longer recognised as the referrer for the transaction.

Unless an offer specifically states otherwise, cashback generally applies to eligible purchases completed online after clicking through to the retailer from Quidco.

If you start your purchase online but complete it another way, such as over the phone or in store, the retailer may not recognise the transaction as an eligible Quidco purchase.

Some browser, privacy or security settings can also interfere with tracking. For example, cookies being blocked or some ad blockers, VPNs or security tools may prevent a retailer from correctly attributing a purchase to Quidco.

Retailers use referral information to identify which website referred a customer before they made their purchase.

If you visited another cashback, comparison, voucher or discount website during your shopping journey, that website may have been recognised as the referrer instead of Quidco.

If another referrer receives the commission for your purchase, Quidco won't receive the referral commission needed to pay your cashback.

To give your purchase the best chance of being attributed to Quidco, start your shopping journey from Quidco and complete your purchase directly with the retailer.

For more information, see our Tracking Tips & Tricks guide.

Each retailer can set its own rules for which purchases are eligible for cashback.

These can include requirements or exclusions relating to:

You can find these in the retailer's terms and exclusions on Quidco.

In some cases, a retailer may tell us that its terms weren't met without telling us which particular term caused the claim to be declined. Unfortunately, this means we may not always be able to provide a more specific reason.

Using a voucher, discount or gift code can affect your eligibility for cashback.

If a code wasn't provided or approved by Quidco for that retailer, your purchase may not qualify for cashback. Using a third-party code may also result in another website being recognised as the referrer instead of Quidco.

Always check the retailer's terms and exclusions before using a promotional code alongside cashback.

If a retailer ceases trading or enters administration, Quidco may not receive the referral commission for eligible purchases made with that retailer.

Unfortunately, this can mean we're unable to pay the cashback or successfully resolve an existing cashback claim.

Missing or incorrect cashback claims generally need to be raised within 45 days of the purchase date.

If a claim is submitted outside the applicable claim window, we may be unable to investigate it with the retailer.

Some retailers or purchases may have different claiming rules, so check the information on the retailer's Quidco page.

When you raise a claim, we'll provide the retailer with the information needed to investigate your purchase.

If the retailer confirms that the purchase isn't eligible for cashback, or that Quidco wasn't recognised as the referrer, we may be unable to take the claim any further.

Where the retailer provides a reason for declining your claim, we'll share the information available to us with you.

Before your next purchase: