TopCashback FAQs and Help

Why has my cashback been replaced with £0.00?

If your transaction is now showing as Payable at £0.00, this generally means that the merchant has declined the cashback or informed us that the purchase made is not eligible to cashback.

We are not told the reason for the cashback being declined at this stage but it may include one the following:

- You cancelled or returned the order or part of the order. If you wish to lodge a Missing Cashback Claim, then please only submit this for the purchase value based on the items that you have retained..

- You used an unauthorised promotional/voucher code not published by TopCashback

- You did not meet the merchant’s terms and conditions (see merchant’s page)

- You asked for a quote but didn’t make a purchase

- You used a saved/renewal quote to make your purchase

If this has happened to you, and you genuinely can think of no reason why your cashback should have been declined, then the best thing to do is to lodge a Missing Cashback Claim and we'll be able to look into it for you.


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