Why Hasn't My Cashback Tracked?

There are a few reasons as to why your purchase may not have tracked, This article is to help you find out why this may have happened

Updated over a week ago

Overview

To make sure you don't miss out on any cashback rewards, there are a few things you should keep in mind. We've put together a list of common reasons why cashback tracking can fail.

Reasons why cashback might not track

  • Item eligibility: Double-check the cashback and retailer terms and conditions to ensure the items you purchased are eligible for the reward.

  • Amendments: Changes to your order (cancellations, returns and modifications) can disrupt the referral process and prevent cashback tracking.

  • Internet connection: A stable internet connection is essential. Interruptions can break the tracking link.

  • Cookies: Clear your browser's cookies before starting your cashback shopping session.

  • Browser settings: Make sure cookies and pop-ups are enabled in your browser.

  • Voucher codes: Using unauthorized voucher codes can invalidate your cashback.

  • Tracking time: Give retailers at least 72 hours to track your purchase. Some may take longer, so check their specific tracking timeframe on the retailer's page.

  • VPN usage: Disable your VPN, as it can hide data needed for tracking.

Tips for successful cashback tracking

  • Follow the retailer's cashback terms and conditions closely.

  • Complete your purchase in a single sitting.

  • Avoid using saved shopping carts or multiple browser tabs.

  • Ensure your browser settings allow cookies and pop-ups.

If your cashback still doesn't track

You can submit a claim within 45 days of your purchase, but be aware that claims aren't always successful, especially if your situation falls under the categories mentioned above.


Checking the cashback rate

Have you checked to make sure the item(s) purchased are cashback eligible? Some retailers will have multiple cashback rates to choose from but that doesn't mean that everything you buy can earn cashback. For example, a retailer such as Argos or Curry's who sell a wide variety of products, may only offer specific cashback rates for certain items. You might see that there is a rate of '10% cashback for Beds' - this would only get you cashback if you bought a bed. Some retailers may offer cashback for 'All purchases' but when this rate is not on offer you would only get cashback if your item was specified within the rate wording.

Terms & Conditions

Every retailer has their own individual terms that you should pay attention to. These will be listed under the cashback rates on our website as 'Do's and Don'ts'. On our app you'll see these under the tab 'Cashback details'. This section will always detail the specifics on what you need to be aware of when purchasing from a retailer. For example, if a retailer offers cashback for new customers only, or if they have certain brand exclusions.

Amending your purchase

Cashback is a referral fee paid to us from the retailer through a third party network. If any amendments are made to a purchase, this will break the link seeing Quidco as the referring party which will prevent cashback from being tracked. This could be something like a full or partial cancellation of an order, or a room change for a hotel. In cases where you are using click and collect in conjunction with cashback, you'd need to make sure the item you collect is the exact item reserved for you.

Your internet connection

Cashback is an online experience and just like with anything online a good connection is super helpful! Anytime your WiFi drops, even if only briefly, or you refresh your page, it'll interfere with our tracking link which will cause your purchase to not track. In these instances we can't claim for cashback as there is no referral link after your refresh. If you have any connection issues mid-purchase it's recommended to restart your purchase journey via Quidco again. The best thing to do is to make sure you commit to your purchase in one smooth sitting.

Clear your browsing data

Leading on from the previous point, clearing your browsing data (cookies) is the single most important thing you can do. It's best practice to do this prior to logging in to Quidco. We use the cookies in your browser to track your purchase and when these are very congested it becomes super difficult for a purchase to track. Imagine trying to get a seat on a bus - it would be much easier if the bus was empty compared to the bus being full. You can view this article here for help on how to clear your cookies.

Browser settings

Tracking can be affected by your browser settings. Please ensure that you have enabled cookies and pop-ups and remember that if your browser has recently undergone an update, you’ll need to check that these are still enabled, as updates may cause them to disable.

Voucher codes & discounts

Unless otherwise stated in the wording of the rate, voucher codes or discounts (such as student or staff discounts) cannot be used in conjunction with cashback. If you've used one of these then you will be unable to raise a claim as the cashback is not eligible.

Has enough time passed since purchase?

The majority of retailers will track a purchase within 72 hours, with over 60% tracking within an hour! Unless otherwise stated, you should wait at least 72 hours before chasing untracked cashback. On our website, you'll see a section called 'When will I get my cashback?' which will detail the maximum time a retailer may take to track. This is found on the 'Cashback details' section of the Quidco app.

Are you using a VPN?

Please disable your VPN when purchasing through Quidco as this will interfere with tracking. VPNs are designed in such a way that they securely encrypt your data so that your data is hidden in a virtual tunnel. When using a VPN, you are masking the data in your browser, meaning we cannot track your purchase. If you have used a VPN and your purchase has failed to track we may be able to get your cashback via a manual claim. The chances of success may be slim and for future purchases it's strongly advised to disable your VPN.

If you're still having an issue, please review the following checklist to ensure your browser is setup correctly:

  • Ensure you are not using a pop-up blocker/ad-blocker.

  • Enable JavaScript in your browser.

  • Enable cookie tracking on your firewall.

  • Don't use private browsing or incognito windows.

  • If possible, use a dedicated browser for all your shopping.

  • Don't use any voucher codes received from any source other than Quidco.

  • Complete your purchase in one sitting only.

  • Don't use a saved quote or previously saved shopping carts.

  • Don't open too many website tabs in the same browser.

  • Complete your purchase fully online.

  • Don't mix products with different cashback rates within the same purchase as the retailer will track everything at the lower rate.


Next steps

Unfortunately, we won't be able to take any further action on your untracked purchase if it falls under any of the categories we mentioned earlier. But don't worry, we've got your back! You can use the reasons for failed tracking as a guide to improve your future purchase journey and increase your chances of cashback tracking. Implementing these tips will make you a cashback pro in no time!

If you want us to investigate the cause of the failed tracking, you can submit a claim through this link. Just keep in mind that claims must be raised within 45 days of purchase, or the retailer may not process the claim. If the retailer isn't available to select from the dropdown, it means your visit wasn't recorded and we cannot dispute this with the retailer.

We're always here to help, so feel free to reach out if you have any questions by clicking on the blue messenger icon in the bottom right hand corner of this page.

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