CLOSED: Quidco Question and Answers - please see new thread

sweetcorn12

I have also had reviews declined, as I have criticised Quidco. The attitude of the responses from Quidco to claims or queries varies depending the CSR. They struggle to accept problems their end, eg earlier this year they had problems with Amazon Giftcard payments, after chasing them up, they said it was my fault because I had opted out of emails from Quidco, rather than apologise.

quidco_Company_Representative wrote: »

@grumbler

At Quidco we welcome reviews that are both positive and negative however, we do have an equal responsibility to be fair to our retailers as well as to our members. Please be assured that the retailers on board with us are monitored very carefully and all have extremely low decline rates, when compared with how much cashback they actually pay out.

If you have written a review that has not been posted and would like to discuss this in more detail please do not hesitate to contact our customer support team who will be happy to help.

Kind regards
Quidco Company Representative

VictorMeldew

Last summer, we went on holiday for the second year on the run with Brittany Ferries. The holiday cost more than we would normally pay, but we justified this because we got a 25% discount for early booking, and also could go through Quidco to get cashback. The cashback amount was £126.78 and this tracked shortly after the purchase.

Having never really had a problem with cashback being paid before, I didn’t even think to check that this was payment was made. I noticed a few months ago however, that this payment had been declined and so I began a dispute thinking that the matter would be quickly rectified.

Recently, I got an email from Quidco saying that the claim had been investigated and that unfortunately the cashback was declined because…

“… the cashback from your sale will not be paid to us by the retailer. In order to pay us, they have to recognise us as having been the party who referred the sale to them, and in this case they do not.”

I have tried to understand this statement but cannot see how Brittany Ferries can say that they do not recognise that the sale was referred by Quidco as the cashback tracked in my quidco account! It translates to me as “Brittany Ferries refuse to acknowledge that Quidco was the referrer for the sale in order to avoid paying up”, and Quidco aren’t going to do anything about it. How else can the cashback have tracked unless I went through Quidco to make the purchase? Surely that fact that the cashback tracked should be evidence enough for Brittany Ferries that Quidco were the referrers for the sale?

I tried to leave feedback for Brittany Ferries stating the above facts, but my feedback was not published because Quidco wanted to review the matter further. Another Quidco user seems to have had a very similar experience to my own when trying to obtain cashback from Brittany Ferries.

I have since been offered £20 as a goodwill gesture which I appreciate, but this is a long way short of the £126.78 that I was expecting to receive, and I have not yet accepted it.

Before I can accept any compensation for this matter, I would like a Quidco representative to clarify the above situation, here on this thread (claim ref #1729200). Specifically I would like answers to the following questions…

1 I would like to know if I have done something wrong when I used Quidco to purchase the holiday, and if so, then why did the cashback track?

2 If I have not done anything wrong, then why should I accept less than the amount I was expecting as advertised on Quidco’s website?

3 What action will Quidco be taking against Brittany Ferries for refusing to pay up despite there being evidence that Quidco were the referrers for the sale? (i.e. the cashback having tracked in my account)

4 Is there any way to prevent this situation from happening when using Quidco in the future, or is Quidco cashback just a lottery which retailers can simply choose to pay or not?

quidco_Company_Representative

sweetcorn12 wrote: »

I have also had reviews declined, as I have criticised Quidco. The attitude of the responses from Quidco to claims or queries varies depending the CSR. They struggle to accept problems their end, eg earlier this year they had problems with Amazon Giftcard payments, after chasing them up, they said it was my fault because I had opted out of emails from Quidco, rather than apologise.

Hi @sweetcorn12

I am very sorry to hear we could not publish your review. If you would like to discuss this further, please do contact us via your support tab and we will be happy to explain further why we cannot publish your review.

In regards to the Amazon payments, we did have to remove the codes from the site for security purposes and we now email the codes to the registered email addresses of our members. Unfortunately, if you had opted out of receiving emails from us this would have prevented the email containing your code being received. I am very sorry for any inconvenience this caused you. If you have now opted in to receive emails, we will be able to send all future Amazon codes to your registered email address.

Kind regards,

Quidco Company Representative

quidco_Company_Representative

VictorMeldew wrote: »

Last summer, we went on holiday for the second year on the run with Brittany Ferries. The holiday cost more than we would normally pay, but we justified this because we got a 25% discount for early booking, and also could go through Quidco to get cashback. The cashback amount was £126.78 and this tracked shortly after the purchase.

Having never really had a problem with cashback being paid before, I didn’t even think to check that this was payment was made. I noticed a few months ago however, that this payment had been declined and so I began a dispute thinking that the matter would be quickly rectified.

Recently, I got an email from Quidco saying that the claim had been investigated and that unfortunately the cashback was declined because…

“… the cashback from your sale will not be paid to us by the retailer. In order to pay us, they have to recognise us as having been the party who referred the sale to them, and in this case they do not.”

I have tried to understand this statement but cannot see how Brittany Ferries can say that they do not recognise that the sale was referred by Quidco as the cashback tracked in my quidco account! It translates to me as “Brittany Ferries refuse to acknowledge that Quidco was the referrer for the sale in order to avoid paying up”, and Quidco aren’t going to do anything about it. How else can the cashback have tracked unless I went through Quidco to make the purchase? Surely that fact that the cashback tracked should be evidence enough for Brittany Ferries that Quidco were the referrers for the sale?

I tried to leave feedback for Brittany Ferries stating the above facts, but my feedback was not published because Quidco wanted to review the matter further. Another Quidco user seems to have had a very similar experience to my own when trying to obtain cashback from Brittany Ferries.

I have since been offered £20 as a goodwill gesture which I appreciate, but this is a long way short of the £126.78 that I was expecting to receive, and I have not yet accepted it.

Before I can accept any compensation for this matter, I would like a Quidco representative to clarify the above situation, here on this thread (claim ref #1729200). Specifically I would like answers to the following questions…

1 I would like to know if I have done something wrong when I used Quidco to purchase the holiday, and if so, then why did the cashback track?

2 If I have not done anything wrong, then why should I accept less than the amount I was expecting as advertised on Quidco’s website?

3 What action will Quidco be taking against Brittany Ferries for refusing to pay up despite there being evidence that Quidco were the referrers for the sale? (i.e. the cashback having tracked in my account)

4 Is there any way to prevent this situation from happening when using Quidco in the future, or is Quidco cashback just a lottery which retailers can simply choose to pay or not?

Hi @VictorMeldew

I'm really sorry to hear that your cashback has been declined. As the retailer does not see Quidco as the referrer of the sale, they will not be paying us the cashback therefore, we cannot pass this onto you.

To explain, cashback is actually a referral commission that we receive from the retailer, for referring you to them and making a purchase. Instead of keeping it we pass it on to you, however we do have to receive it from the retailer in order to pass this on.

What can happen on occasion, is that if you have shopped around through other websites, one of these other websites can be seen as the referrer of the sale rather than Quidco, and they will receive the referral commission. All websites work on this referral basis, from cashback sites to voucher sites, comparison sites, even search engines like Google.

There are several ways you can prevent this from happening in future, which I have listed below:

- Always clear your browser cookies before clicking through to the retailer from Quidco, so there are no other potential cookies for other affiliates that the sale could be attributed to.

- Always ensure that you have cookies enabled on your browser, and aren't using a private window, ad-blocker or pop-up blocker. This will ensure the sale can be attributed back to Quidco.

- Never use a saved quote when buying insurance, always create a brand new quote, through Quidco.

- Always complete your purchase in one sitting and fully online.

- Never use a voucher or discount code that isn't listed on Quidco.



Do be assured that we do always go back to the retailer to challenge the decline reason before we pass this decision back to you.

Unfortunately on this occasion the retailer has confirmed that the referral commission will not be paid to Quidco.

Please be assured that all the retailers on board with us are monitored very carefully and all have extremely low decline rates, when compared with how much cashback they actually pay out.

If we believed a retailer was declining cashback unfairly, we would of course investigate.

I am very sorry for any disappointment this may cause you. If you do wish to discuss this further, please contact us via your support tab on your Quidco account.

Kind regards,

Quidco Company Representative

nerak_y

Hello,
I purchased a bundle from Virgin Media on Thursday 2nd October 2014 which generated £140 cashback via Quidco. I processed my whole order online and have screen shots of the order and the confirmation email with installation date. The day after my order was placed VM called me to give me a revised installation date with no reason. I also have this in a second confirmation email. This was not my request and was done purely by VM. I have had the cashback declined and raised a claim on 12/01/15 which was updated on 17/02/15 as awaiting retailers decision.

I was given no opportunity to explain what happened and feel VM have rearranged my installation solely to get out of paying my cashback despite ME meeting the criteria.

I would not have taken a contract with VM had I known the cashback would be this difficult and delayed (6 months!) Surely this is not allowed?

Can this be looked into and my point put across to Virgin since they have still to make a decision please?

Thanks, Nerak_y

quidco_Company_Representative

nerak_y wrote: »

Hello,
I purchased a bundle from Virgin Media on Thursday 2nd October 2014 which generated £140 cashback via Quidco. I processed my whole order online and have screen shots of the order and the confirmation email with installation date. The day after my order was placed VM called me to give me a revised installation date with no reason. I also have this in a second confirmation email. This was not my request and was done purely by VM. I have had the cashback declined and raised a claim on 12/01/15 which was updated on 17/02/15 as awaiting retailers decision.

I was given no opportunity to explain what happened and feel VM have rearranged my installation solely to get out of paying my cashback despite ME meeting the criteria.

I would not have taken a contract with VM had I known the cashback would be this difficult and delayed (6 months!) Surely this is not allowed?

Can this be looked into and my point put across to Virgin since they have still to make a decision please?

Thanks, Nerak_y

Hi @nerak_y

I am sorry to hear your cashback was declined however, I am pleased to hear you raised a claim as this was the correct thing to do.

Please be assured that Virgin Media would have been acting in your best interest when changing your installation date and would not be able to see that you came through a cashback site when making your purchase as this is dealt with by a third party affiliate network, not the retailer's customer services.

As you have raised a claim, we are still awaiting a response from the retailer and will of course update you once we receive this response.

If you would like to discuss your claim in more detail, please contact us via your support tab on your Quidco account.

Kind regards,

Quidco Company Representative

vernall

i always find it funny that the cashback amounts of buying a cd or dvd for a few pence/few pounds track and pay no problem,but order anything substantial with a high cashback amount and you are hit by tracking problems,payment delays and oh yeah declined payments

Water112

I purchased some items from Splash Direct via Quidco last August and it tracked fine. But for a few months it has shown as cashback 'later than usual' and it doesn't allow me to raise a claim or send a message about it!

I've been patient with it for a while now but don't understand why its delayed, the value is only £19 but it has been 8 months now. Can you help with this as this is now the second cashback to mysteriously delay lately!

quidco_Company_Representative

vernall wrote: »

i always find it funny that the cashback amounts of buying a cd or dvd for a few pence/few pounds track and pay no problem,but order anything substantial with a high cashback amount and you are hit by tracking problems,payment delays and oh yeah declined payments

@vernall

I'm sorry to hear that you are experiencing issues with tracking and also declined cashback as this is the last thing that we want - this neither benefits us nor our members.

Please be assured that we monitor our retailers carefully to ensure that cashback is paid out or declined fairly.

For more information on tracking issues and standard cashback exclusions please read our support pages which can be found via this link: http://www.quidco.com/help/all/.

Alternatively, for more detail specific to your purchases please do not hesitate to contact our customer service team who will be happy to help further.

Kind regards
Quidco Company Representative

quidco_Company_Representative

Water112 wrote: »

I purchased some items from Splash Direct via Quidco last August and it tracked fine. But for a few months it has shown as cashback 'later than usual' and it doesn't allow me to raise a claim or send a message about it!

I've been patient with it for a while now but don't understand why its delayed, the value is only £19 but it has been 8 months now. Can you help with this as this is now the second cashback to mysteriously delay lately!

@Water112

I'm very sorry to hear that you are experiencing a delay in receiving some of your cashback and for any frustration that this may be causing.

In order for us to look into this further for you; please contact our customer service team who will be happy to help. You can do this via the support tab in your Quidco account the following link: https://www.quidco.com/support-contact-us/.

Kind regards
Quidco Company Representative