CLOSED: Quidco Question and Answers - please see new thread

quidco_Company_Representative

Good Morning,

@gb79 & @therealgiblet - this is the reference that Sky request from us when we submit claims to them and all claims that we process do have this number on. If you do not have this reference can you please raise a support ticket by going to the contact centre and selecting ' I am unable to raise a cashback claim'. We can then try to submit your claim using the reference that you do have.


@K_P83 – I have checked this for you with our App team. There is now a waiting time between checking in between stores, this has been brought in as an anti abuse measure due to the level of abuse that we have unfortunately been receiving. This was requested by the retailers as the general idea of the App is that you would check in and then be browsing around the store in this time.

@schteve_b – You won’t need to raise another cashback claim but I would recommend raising a ticket using this link where the Quidcare team will be able to investigate this further for you.


Many thanks,


Rosie

GB79

quidco_Company_Representative wrote: »

Good Morning,
@gb79 & @therealgiblet - this is the reference that Sky request from us when we submit claims to them and all claims that we process do have this number on. If you do not have this reference can you please raise a support ticket by going to the ... and selecting ' I am unable to raise a cashback claim'. We can then try to submit your claim using the reference that you do have.
Rosie

This is getting incredibly frustrating now. As stated, Sky have not included this reference on any of the emails that they have sent to me. I am happy to post all email communication from Sky to prove this. They only provide an account number. When speaking to Sky staff over the phone, they themselves are unaware of the 15 or 16 digit order code that you are referring too. As I mentioned previously, the only code they can give me is 34 digits and I am unable to enter this into your form.

therealgiblet and I are not the only ones to have this problem. I have come across hundreds of posts across several forums with people having this same issue.

I will put a request through your contact centre, but I won't hold my breath. I regret ever signing up to QuidCo. If your support staff are unable to resolve this by Friday then I will cancel my order, delete my account with you and will sign up to Sky through a different CashBack site.

Nine_Lives

Thanks for the clear up Rosie.

What is the contact to get in touch with Quidco? My mum isn't registered here on MSE, but emailed [EMAIL="members@quidco.com"]members@quidco.com[/EMAIL] As she has tracked cashback with Santander at the end of December 2011, but it never updated to anything it seems - declined or otherwise & it appears to remain as "tracked". She has since opened a different account with Santander & received cashback for that account, but apparently not the original one.

As i say, she emailed the address i just gave, but got the following as a non-reply really:

Hi, We're sorry, but this is a confirmation only email address and we cannot deal with incoming enquiries.
This automated response will, however, direct you to the right place on our site to answer your questions.
For cashback enquiries, please go to one of the following:
http://www.quidco.com/support-contact-us
http://www.quidco.com/help
To raise an untracked cashback claim, please go to:
http://www.quidco.com/new-enquiry
If you cannot raise a cashback claim, please go to:
http://www.quidco.com/support-contact-us and select:
'I am unable to raise a cashback claim'
To raise an official complaint, please go to:
http://www.quidco.com/complaints
We hope our online resources meet all your needs. If you've explored the above links but still need to get in touch with us, you will find all our contact details in the online Help guide.

Warmest regards,
Quidco Customer Services
http://www.quidco.com

pec22001

Hi

I signed up for Orange Broadband when Quidco were offering £100 cashback. Unfortunately it didn't track so after 8 weeks i think it was I raised a claim. About 3 days after that it tracked automatically.

I gathered that this would then close the claim and continue with the cashback automatic process. Unfortunately this hasn't happened and here I am coming up to 5 months after signing up for the deal and still have no cashback. Can you please find out what is going of with this issue??

Regards

peterecurtis (same username on quidco)

arsenalboy

quidco_Company_Representative wrote: »

Good afternoon,



@arsenalboy – Don’t worry, we would never accept the response ‘can’t be traced’ as a valid reason to decline something, as it is very vague; we can always look into these further for you. Can you please raise a support ticket via this link, and we can assist further.

Many thanks,

Rosie

Rosie

I raised the support ticket using the link you provided and have had a reply back from the Quidcare Admin that states "the retailer cannot track the sales back to your Quidco account".

This is terribly frustrating as you state Quidco would never accept this from a retailer as it is vague. It is further frustrating, because as I stated in my original post, all of these 5 transactions did originally track?

quidco_Company_Representative

@GB79 – Sky have actually been in touch with us within the past few days regarding another member who hasn’t got their order reference. I’ve copied part of the email exchange below:

“Hi Rosie

Thanks for your reply.

Yes, it should be on their confirmation email - They do get quite a few emails initially, especially if they are setting up all three services, so it may just get lost in the confusion.
If there is an issue with their online order, and we have to manually step in, I don't believe they get that order reference sent to them, so if they haven't taken a note of it, then that would be an issue.

If you need any assistance in the future, please feel free to come back to me.

Thanks
Ann

Original Message Follows:

---

Hi Ann,

Thank you for sending this in - I shall contact the member so I can assist further.

Just for future reference, how do members go about obtaining their Sky order reference? We have a few members who are struggling to find it. I believe it would be on their confirmation email but that doesn’t seem to be the case.

Kind regards,

Rosie
Quidcare”



Our Admin Operation Manager has also highlighted the confusion regarding missing order references to Sky and they have confirmed there hasn't been a known issue allocating these to customers. We’ve now been advised that Sky will accept claims with just the Customer account number, however they have very little visibility in seeing the full journey of the transaction without the order reference as well.

If you’d like to send your email address to members@quidco.com, I could certainly pass this on to see if they can find your order reference?

Kind regards,

Suzanne

quidco_Company_Representative

@K_P83 Please can you ask your mum to raise a ticket with Quidcare. Please can you ask her to use this link and then select “Why does my purchase show ‘no amount’?. Someone from the Quidcare Team will then be able to help her further.

@pec22001 I’m very sorry that your cashback has not been confirmed. Please can you click here and select “Why hasn’t my cashback updated to confirmed yet?” . Someone from the Quidcare Team will then be able to help you further.

@arsenalboy Could you please either confirm your username, or send this to [EMAIL="members@quidco.com"]members@quidco.com[/EMAIL] if you do not wish to post it on this forum.

arsenalboy

[QUOTE=quidco Company Representative;

@arsenalboy Could you please either confirm your username, or send this to [EMAIL="members@quidco.com"]members@quidco.com[/EMAIL] if you do not wish to post it on this forum.[/QUOTE]


Rosie, I have sent my username using the link you provided.

therealgiblet

quidco_Company_Representative wrote: »

Our Admin Operation Manager has also highlighted the confusion regarding missing order references to Sky and they have confirmed there hasn't been a known issue allocating these to customers. We’ve now been advised that Sky will accept claims with just the Customer account number, however they have very little visibility in seeing the full journey of the transaction without the order reference as well.

Ok if this is the case then thats fine - I'll assume my claim will be tracked using just my SKY Customer Account number.

Thanks for posting this.

littlewren

Hi Quidco rep,

I have just submitted a cashback claim as my Home Insurance policy taken out with Aviva through Quidco didn't track 3 days ago.

Earlier that same day I had taken out a Saga Home Insurance policy (also through Quidco) which I subsequently cancelled with them over the phone within 15 minutes of taking it out after thinking about it and realising it was still too expensive. (There was no problem and they have since sent me a cancellation letter since and checked while I was on the phone, to make sure the direct debit hadn't already been set up - it hadn't). The Saga one tracked and I'm wondering if this is why the Aviva one hasn't - is it because you think I've taken out 2 Home Insurance policies?

It's upsetting to think I may have missed out on the £40 cashback from Aviva because of this, I really could have done with it.

Could you possibly look into this for me?

Many thanks.