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  • FIRST POST
    • MSE Andrea
    • By MSE Andrea 8th Jun 11, 11:14 AM
    • 8,332Posts
    • 20,436Thanks
    MSE Andrea
    0 WOW
    Quidco Question and Answers
    • #1
    • 8th Jun 11, 11:14 AM
    0 WOW
    Quidco Question and Answers 8th Jun 11 at 11:14 AM
    MSE Additional reading:

    You might like to read our latest Cashback sites news story: Are you a cashback site loser?

    Back to the original post...

    Hi everyone.

    We're very aware from past discussion threads that issues surrounding the collapse of the DGM affiliate network and the non-payment of cashback is still an issue that people feel needs discussion. We're entirely happy for people to discuss it on this separate DGM discussion thread so that it doesn't prevent other forum users getting the answers they need to their other queries. In the past this has often clogged up other threads with pages of posts and has disrupted the question and answer format for other users.

    So we're going to start things from scratch, with a clean slate, with two separate discussion threads, one for DGM discussion, one for cashback questions for Quidco (this one).

    Please remember though, libellous posts including any implication of fraud, lying, cheating aren't tolerated on this forum. Where they're reported to us they'll be removed and we will stop user accounts that keep pushing acceptable boundaries as we are liable.

    Again, any posts made about DGM on this or other threads will be removed when reported and if persistent will result in further action on that user account.

    Please also remember to keep on topic. This is for people to ask about Quidco. If you want to discuss other cashback sites then please start a separate thread if there isn't one already.

    Please help us with this.

    Finally a reminder that MSE has no special relationship with Quidco. It's included in our Cashback Sites guide along with other cashback sites so we take comments to the contrary very seriously.

    Thanks
    Last edited by MSE Andrea; 27-10-2015 at 9:52 AM.

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Page 3
  • BilboBaggins
    Hi

    I took out a vodafone sim back in january and am still waiting. Raised a ticket which then got closed, now raised another one and still no answer back after many weeks. cachback amount is £150, would never have taken it if the cashback wasnt on offer.

    thanks
    bilbo
  • vicx
    I've known about Quidco for a while (through MSE) but never bothered registering or looking into it to see how it works until I got a letter from my employer as the company I work for have their own cashback website exclusive to employees only. It wasn't until I registered with them that I thought I'd have a look at quidco too. When I ordered the laptop, Quidco offered a higher cashback, only an extra 1% but of course I went for the 3% cashback with Quidco rather than the 2% offered by my employers cashback website. I wish I had known then that Quidco keep the first £5 as I am not likely to be using it again since my employees cashback website seem to be a lot higher, it was only the odd one that was 1% lower.
    • m00nie
    • By m00nie 22nd Jun 11, 11:10 PM
    • 2,236 Posts
    • 1,208 Thanks
    m00nie
    Good morning everyone,


    @m00nie – We do send each batch of claims back to the retailer every time transactions are declined for this reason, please don’t feel that we don’t do anything about it or don’t care because we do. It is one of the biggest problems that we face and we work very hard to try to overturn the decision of the retailers. Unfortunately on this occasion, we were informed that the decision was correct after sending the claims back on several occasions. Please understand that if we cannot overturn their decision, then we have to accept their decision. If we do not receive the cashback from the retailer then we will not be able to pass it on to you, and it is one of the main reasons that we can never guarantee cashback.

    @G-BNWK – I am very sorry that this is still outstanding, and we are aware of a delay with a batch of Sky transactions from around this time that we are working very hard to rectify. I do understand how frustrating it can be waiting for cashback, but please don’t feel that we do not want to resolve this for you. Our payments team chase up the merchants every day, but unfortunately until we receive the cashback from the merchant we are unable to pass this on to you.

    @quick-sand – There will certainly be a trace of where the commission has been paid to, but unfortunately we do not receive this information and the networks will not supply us with this information. We do realise how disappointing it is when cashback is declined for this reason, and we are as frustrated as you when we are not able to overturn the decision. We have nothing to gain from cashback being declined for this reason, our priority is for you to receive your cashback; after all that is what we’re here for. I must stress that cashback is never guaranteed, so we would never recommend making a purchase purely based on the cashback that you will receive – always go for the best deal that suits you.

    Kind regards,

    Rosie
    Originally posted by quidco Company Representative
    Why are you not told this information though ?? surely if your members are telling you there should be no competing cookies yet your third party is telling you the payment as gone elsewhere due to competing cookies something somewhere is not right..

    do the third party not work for you?? with us your customers?? so how can they not tell you where the payment has gone ??

    you say you do care but if people are constantly telling you money is going missing to me anyone who cared would sort out the problem. not just say sorry nothing we can do..

    in cases like these were not asking you to pay out your own pockets but to find out where the money has gone to.
  • quidco Company Representative
    Good morning,


    @jmacp – We have been working very hard to resolve this problem, and we are hoping that all outstanding Mobiles.co.uk payments will be made within the next month, although I'm afraid we cannot guarantee anything at this point. I am very sorry for the delay you have experienced with this.

    @neosi – If you were informed that your claim would be resolved within 80 days then this will still be the case. Can I ask you to raise a support ticket with our team and they will be able to advise the status of your claim. To do this please go to:

    Help – Contact Quidcare Team – Why hasn’t my cashback updated to confirmed yet?

    @kikikirunna – That’s no problem! Apologies for any confusion caused regarding the message you received from our support.

    @quick-sand – I can’t really comment on the actions of any of our retailers, but please do be assured that 3 Mobile do pay out a great deal of cashback to our members, despite the problems we have had. As we do not work directly with the merchant we only receive the information that the affiliate network provides us with, as it is the affiliate network who track and process the cashback.

    @scampdog – Our payments team have been working very hard with the affiliate network to chase up all outstanding Caesars Casino transactions. At the moment they are taking around 6 – 7 months to be paid unfortunately.

    @margf – Npower cashback can take up to 180 days to be confirmed, and on occasion it can take longer than this. If you contact the Quidcare Team they should be able to advise the status of your transaction, please go to:

    Help – Contact Quidcare Team – Why hasn’t my cashback updated to confirmed yet?

    @bristolleedsfan – Rates can change frequently, it all simply depends on how much cashback the merchant wants to offer us at any particular time.

    @vicx – As stampede has stated, if you use an external voucher code then your transaction will most likely be declined, and we will not receive the cashback from the retailer.

    In regards to your other point, the majority of retailers will not pay cashback on VAT or delivery charges, so this will be deducted from the cost.

    @BilboBaggings – Can I ask you to raise a support ticket with the team, we can then advise on the status of your claim. Please go to:

    Help – Contact Quidcare Team – Why hasn’t my cashback updated to confirmed?

    @m00nie - I'm afraid that the merchant and the network are not obliged to tell us where they pay referral fees, so we are unable to obtain this information. We have tried on many occasions to find out where the cashback has been paid to, but I’m afraid they simply won’t supply us with any details. I do completely understand your frustration and please don’t think that we simply give up on a situation like this. We do go back to the merchant again and again to try to get them to overturn their decision, but if they fail to change their decline reason then there simply isn’t anything more we can do. Again, this is one of the main reasons that we cannot guarantee cashback.

    Kind regards,

    Rosie
    Official Company Representative
    I am the official company representative of quidco. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
  • scampdog
    Thank you Rosie !, I wait for my cashback with baited breath , but it is six months now !
  • quick-sand
    This business of the network not providing information on who has received the commission is interesting. Whoever has received the commission has acted as MY agent when the contract was set up, so I have an absolute right to know who has received the commission. I also have a right to know which cookies they found on my machine when they interrogated it.

    So, quidco, please provide full details of the network, their contact details and any reference I need to quote when asking them what information they hold about me. As I have said before, there are data protection issues as well as questions over the transparency of the whole process.
  • network1
    T Mobile iphone £150 Cashback offer
    Can I ask Quidco what happens when they check a transaction with the company? My contract has being ongoing for the required 3 months to satisfy cashback conditions. Now that 3 months has elapsed it seems odd how T- Mobile are saying my claim is 'declined' because the initial 'tracked' purchase has been altered, changed or cancelled. Surely this is easily checked out by Quidco that this is not the case therefore the £150 cashback is due. Do Quidco query claims or let the company make excuses so as not to pay up?
    • bristolleedsfan
    • By bristolleedsfan 23rd Jun 11, 4:44 PM
    • 7,438 Posts
    • 9,605 Thanks
    bristolleedsfan
    Hi Quidco

    I was wondering why Four ( 4) 100% Cashback Sites namely TCB, Fatcheese, Getpoundsback and I-Mutual are able to offer 9.00+ for this merchant offer yet Quidco appear to only be offering 3.00.


    /
    Originally posted by bristolleedsfan
    Today Match Affinity rate is 9.00 on Quidco as well.
  • my definition
    i bought car insurance with diamond last week it didnt track and i tried to put in a manual claim only im now told that they cant do anything about diamond insurance claims. I specifically went through quidco to get the cashback, when there are other sites i could have tried, and i feel its very unfair to advertise cashback and say sorry we cant do anything if it doesnt track.

    Combined with a claim ive had with iffyton since december im not impressed. Can anything be done about the diamond cashback?
  • BilboBaggins
    Rosie

    I have raised a second claim ticket. Date 17th Jan for transaction.
    Status= Claim Raised

    Into the 6th month now and still waiting.

    rgds
    bilbo
  • MCN_CAM
    Hi All,

    Just thought I'd illustrate my experience of Quidco with a simple comparison. I started using cashback websites about 5 months ago. At the time I signed up for topcashback and quidco, and used them quite evenly. Since then I have had over £100 paid to me by topcashback, and although ever purchase I have made through Quidco has tracked, I have not had a single payout. I have about £65 worth of cashback sitting on the site and I barely check it anymore for progress.

    It's nice to see some Quidco presence on this forum, but put simply, my experience of quidco gives me no incentive to return to the site. It seems many people have been waiting longer than me. I'd rather go to topcashback where I'd get paid.

    @Rosie - I'd love to be wrong about quidco. What can you tell me?
  • quidco Company Representative
    Good morning everyone,


    @quick-sand – Each merchant will work with a different affiliate network, so if you contact the merchant’s affiliate/marketing department they should be able to provide you with this information.

    @network1 – If you have definitely not cancelled or amended the purchase then we may be able to overturn the merchant's decision. Can I ask you to send a copy of your confirmation email to members@quidco.com, FAO Rosie MSE, and I’ll be happy to pass this on for you to be checked over.

    @bristolleedsfan – Thank you for bringing this to our attention!

    @my definition – Can you clarify whether you went through the Quidco Compare service? As purchases made through this service can take 8 weeks to track in, so don’t worry as you will not need to raise a normal cashback claim for this. Can you also make sure you have verified the purchase, you can find this page by going to your “insurance quotes” tab.

    @MCN_CAM – The majority of cashback websites use the same affiliate networks to process their cashback, we do not process the cashback ourselves. The payment speed will simply depend on the merchant, and some do take a lot longer than others; it will all depend on what you have purchased. With the cashback system, we cannot pay the cashback on to you until we receive it from the merchant, as this is how the process works.

    Have a great weekend.

    Kind regards,

    Rosie
    Official Company Representative
    I am the official company representative of quidco. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
  • quick-sand
    Going Pear Shaped.....
    I think some basic information on how quidco actually works would be helpful.

    The process seems to be that I select a retailer from the quidco site and click through to the retailers site. At this point, quidco know I have gone to the retailer via quidco, but do not know which of several offers I am going to sign-up to. Now, I assume that when I get to the retailers site, they can see that I have come via quidco. How do they do this?? Do quidco pass a code to the retailer??

    I then complete my purchase, and somehow (in theory, at least), quidco are able to see what I purchased and can "track" the correct amount of cashback. How do quidco get this information?? Is it passed back from the retailer??

    What other information will the retailer or their chosen affiliate network have access to?? Much is made of cookies, but when are they interrogated and by whom?? It is surely ridulous to say that a cookie is "stronger" than the site through which I clicked to get to the retailers' site. A cookie could have been hanging around on my PC for weeks - in which case it is not "stronger", just a cheaper option for the retailer. If I have a number of PC's sharing the same IP address, how do you ensure that the cookies found are not the result of the activities of other users??
  • MCN_CAM

    @MCN_CAM – The majority of cashback websites use the same affiliate networks to process their cashback, we do not process the cashback ourselves. The payment speed will simply depend on the merchant, and some do take a lot longer than others; it will all depend on what you have purchased. With the cashback system, we cannot pay the cashback on to you until we receive it from the merchant, as this is how the process works.

    Have a great weekend.
    Originally posted by quidco Company Representative
    Thanks for your message Rosie, but you haven't really offered any reason for Topcashback paying out months ahead of Quidco. If both use the same affiliate networks as you say, then surely the delay is simply down to one of them being Quidco and the other being topcashback.

    If what you say is true there shouldn't be any significant difference in the length of time it takes to pay out from either site. I would have thought that you guys at Quidco would want to get to the bottom of this problem rather than offering the kind of empty explanation that you have above.

    With the number of purchases that I have made through both sites, it would defy statistical probability that I might have just picked all the slow ones through Quidco and the speedy ones through topcashback...pretty unlikely I'm afraid.

    MCN
  • quidco Company Representative
    Good morning,


    @quick-sand – The affiliate network uses cookies to identify your purchase. When you visit the merchant via Quidco, a cookie will be recorded for this. However, if you have previously visited other sites relating to the merchant (e.g. voucher sites, Google, the merchant’s own site) and not cleared your cookies before going through, then you will have several cookies recorded for each of these different sites. The way that the affiliate system works is that the strongest cookie will be awarded the commission, so this may not always be Quidco.

    As it is the affiliate network who track the purchase for us, they provide us with this information as opposed to the retailer, and they will only have access to the information that they require. We do have many members who make purchases on computer networks, and as long as you do clear your cookies before every purchase there shouldn’t be any problems with receiving your cashback.

    @MCN_CAM – As previously stated, I cannot comment on the speed of the affiliate networks and their payment system as we do not know this information. We chase up the networks on a daily basis to ensure that we get to the bottom of all delays, however you will find that a lot of the time when one particular merchant is delayed, this will be across the board. Of course this isn’t always the case, but more often than not it will be.

    Kind regards,

    Rosie
    Official Company Representative
    I am the official company representative of quidco. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
  • plindoe
    All,

    I can only say that at present I a reletively satisfied with the outcome so far from a rather long and tedious claim I had with sky HD upgrade. Been told this morning that my £90 is to go through. Just hope that this does so, and if so, many thanks to quidco

    Basic problem was sky's systems not working together to process my order placed on the last day of the quidco offer, them ringing me back (sky that is) to either cancel my order and replace it or pay £15 for delivery which they would credit back straight away. I went for the second option as I didnt want to void my quidco cashback deal. £15 paid back but they then (sky again!) claimed my order was outside of the valid time frame. Several hundereds of minutes or phone calls to sky (and several long web chat sessions with sky!) and ticket questions etc with quidco and I am seemingly near to the end of it successfully.

    So thank you quidco for eventually sorting this out, and as far as I can see from my experience sky were at fault although quidco were a little slow on the uptake of processing my very valid claim, possible due to large number of tickets, claims, etc and my tickets being answered by several different employees.

    I have been reassured my comments have been taken on board as one of my main gripes was when speaking to sky, their customer service team CLAIMED never to have heard of quidco or any partner deal in place. So hopefully the end vendor staff should be fully aware, or at least know someone/where in their company to help you with your issue/claim/etc


    So, thumbs up at the moment for quidco in my eyes. Just hope the lawnmower I am about to buy via quidco goes through like the pruchases from M&S I made and not the sky upgrade.
  • Requiem
    Hello,

    I've been directed to this thread in the hopes of possibly getting my wrongly-declined cashback fixed.

    Towards the end of last year, I spent £10 on Paddy Power Bingo, referred via Quidco, to receive £20 in cashback. The claim was declined, despite ensuring I followed all terms and conditions and spent the full amount on bingo games, as was required.

    I submitted a cashback claim and was told that Quidcare would look into it. I was then later asked for proof of purchase, so sent Quidco screenshots of both my account at Paddy Power Bingo, and my transactions screen, clearly showing the time, date and amount paid and played with.

    Quidco thanked me for the evidence and submitted it to PPB, and basically told me to wait patiently.

    I chased it up twice after hearing nothing for months. The first time, I was yet again told to wait to hear back from them and that Quidco were "still working on this for me". The second time, I was told that the cashback has been declined and that it was now too late to do anything about it and they cannot overturn the merchants decision, despite me sending proof of purchase etc. They have also given no reason whatsoever for why the claim has been declined.

    It seems to be that Quidcare simply "forgot" about chasing up the claim as promised, and have now, through their own fault, left it far too long to claim from the merchant.

    Is there anything I can do to claim my rightful cashback?

    Additional information:

    - I've used Quidco successfully for 3-4 years. I've never had cashback declined before like this. I have hundreds of pounds of cashback that I have received successfully, this is the first issue I have ever had and any and all previous cashback claims that, for whatever reason, didn't track properly were all successfully paid.

    - In regards to how I can prove they "forgot", I can't, as such. However, I had chased up the claim and was told that they were attempting to rectify it, as I had provided them with all the necessary personal details, account info, transfer info, screenshots, etc. I then received no updates on the claim for several months, so chased it again, it was still "open" and I had not received any further confirmation of it being declined or closed in any way.

    - In regards to the T&C's, I am fully aware of that cashback is not 100% guaranteed. However, if, as a customer, you meet all the criteria required for the claim, I fail to see *how* they can allow companies to decline without giving a proper reason. (I think I neglected to mention in my original post, the initial reason was "play deposit not met" or similar, which is why I was required to send transaction screenshots to prove otherwise). As their reason for declining the claim was clearly based on incorrect information, I was led to believe by Quidcare that it would be "appealed".

    - No other referrers were used. As mentioned previously, I have a lot of experience with using Quidco and am fully aware of how it works.

    - I'd agree that the problem is definitely with PPB rather than Quidco - however, as my transaction was via Quidco, the responsibility lies with them. For whatever reason Quidco will not comment on why the cashback has been declined *despite* proof of transaction being supplied, nor will they tell me PPB's reasoning for declining after receiving the additional proof.


    My main issue is the way that the claim was "hushed away" and left open for such a long time with no communication, after being told to "be patient".
  • BilboBaggins
    Rosie

    I have raised a second claim ticket. Date 17th Jan for transaction.
    Status= Claim Raised

    Into the 6th month now and still waiting.

    rgds
    bilbo
    Originally posted by BilboBaggins
    Anything that can be done on this ?
    • tazmac25
    • By tazmac25 27th Jun 11, 11:22 PM
    • 1,640 Posts
    • 19,586 Thanks
    tazmac25
    Hi

    message for quidco rep - or anyone else who can help of course

    I took out Tesco life insurance policy with the offer of a £50 cash back and a £50 tesco gift card ~ I have raised a claim for cashback not being tracked on the 31st May and got the standard thanks for your email and nothing since
    I have emailed support at quidco again on the 23rd June and still no response
    Im not very impressed with the quidco support is there another way of dealing with this issue?
    I doubt I would have taken life insurance out had it not been for such a good deal and now I feel very let down about it
    thanks
    No. 16 in HCCSC

    Full Time Uni Student & Glitcher
  • quick-sand
    Clarity and transparency......
    Rosie

    You have managed to answer some of my questions, but one thing I am still unclear about, is who do these affiliate networks actually work for and who pays them? You say "it is the affiliate network who track the purchase for us" so I cannot understand why you claim not to be able to say where the commission has been assigned - the affiliate network must have identified the marketing organisation they consider to have the strongest claim to the sale. It sounds as if the affiliate network is taking kick-backs from the retailer to deny valid claims.

    Turning to the question of cookies, do they identify who may have visited another site? I am referring of course to the fact that a cookie may be on the computer I use because of the perfectly legitimate use of that computer by another person. I don't think the affiliate networks or their staff are clever enough to recognise that, in which case the information they provide is to all intents and purposes, worthless. The retailer is saying "I will use the activities of one person to prevent another person receiving their due cashback" - it's called fraud however you cut it!

    You also use the term "strongest cookie" - how is that strength measured? All the evidence at the moment points to the "strongest cookie" being the one which allows the retailer to deny payment. In the real world, the "strongest cookie" would be the one which identifies the purchase most clearly - if I go to Tesco's and look athe price of fish and then go to Asda to make my purchase, do I expect Asda to pass on the profit to Tesco? You would have to be really, really stupid to expect that to happen!

    To help you, I have high-lighted and underlined my questions - please do try to provide answers.

    Other people having problems with 3Mobile may be interested to know that in a recent conversation with Rachael Kidd of the 'executive office' (sic), she told me that 3Mobile would do all they could to make sure I never found out the truth behind my cashback claim being denied. Not the attitude I expect from a company with nothing to hide.
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