Sometimes your cashback might track at a different amount than you expected. There are a few reasons this can happen, and we've explained the most common ones below.
If you think your cashback amount is incorrect, you can submit a missing cashback claim here and we'll be happy to challenge this with the retailer for you.
Why is my purchase amount lower than what I spent?
Retailers usually calculate cashback on the purchase amount excluding VAT, taxes and delivery costs. This means the purchase amount shown in your earnings may be lower than what you actually spent.
For purchases like flights, the difference can be larger because of additional charges such as fuel and airport duties that are associated with these sorts of bookings.
If you feel your cashback has been incorrectly calculated, you can submit a missing cashback claim here, selecting 'Incorrect Cashback' and we'll look into this for you.
Why is my cashback lower than expected?
First, check your purchase amount. If it's lower than what you spent, this could be because the retailer has excluded VAT, taxes or delivery costs.
If your purchase amount looks correct, the retailer may have applied a different cashback rate.
For example, if a retailer offers different rates for new and existing customers, they may have treated you as an existing customer rather than a new one.
If you think the wrong rate has been applied, you can submit a missing cashback claim here, selecting 'Incorrect Cashback' and we'll look into this for you.
Why is my cashback showing as £0?
First, check if there's an 'i' icon next to your purchase. If there is, we're still waiting for the retailer to confirm how much cashback you'll receive.
If there's no 'i' icon, the retailer has told us your purchase isn't eligible for cashback, so it's been declined.
If you feel your cashback has been incorrectly declined, you can submit a missing cashback claim here, selecting 'Declined Cashback' and we'll look into this for you.
If you still have a further question about cashback that is tracking incorrectly, submit a support ticket here.
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