CLOSED: Quidco Question and Answers - please see new thread

cm7

Twitter rep is stalling for time yet again. Now telling me that Paypal transfers take 3 days to go through. Used Paypal for years and payments of all types are instant, it's the whole point of an ewallet.

If they're not having cashflow issues they're trying their hardest to make it look that way.

quidco_Company_Representative

zkw29 wrote: »

Quidco reps here keep telling people to contact customer services but I have contacted them and they just reply saying they will investigate.

I'm seriously starting to wonder if Quidco has cashflow problems.

Hi @zkw29,

I can assure you Quidco is not having cash flow problems, just a few technical issues.

We are investigating these issues and fixing them as quickly as possible, we are seeing an improvement so please rest assured all the issues will be fixed soon.

Kind Regards,
Amy at Quidco

quidco_Company_Representative

molerat wrote: »

Requested a payment on Friday and it was in my bank this morning. No e-mail or notification on my account. It just shows up on payments soon after requested.

Hi @molerat,

I am very happy to hear you have received your payment, that's great news.

Kind Regards,
Amy at Quidco

quidco_Company_Representative

kd035050 wrote: »

Same as above, I have £259.17 sitting in my outstanding and confirmed but not sitting in tracked or payable? What's going on Quidco?

Hi @kd035050,

Please do not worry, as you are probably aware we have been experiencing some technical issue recently. These are being looked into and are being fixed as quickly as possible and we are seeing an improvement.

Your cashback should update and show correctly in your Quidco account very soon.

Kind Regards,
Amy at Quidco

quidco_Company_Representative

cm7 wrote: »

Twitter rep is stalling for time yet again. Now telling me that Paypal transfers take 3 days to go through. Used Paypal for years and payments of all types are instant, it's the whole point of an ewallet.

If they're not having cashflow issues they're trying their hardest to make it look that way.

Hi @cm7,

Please be aware that we do advise up to 3 working days for a payment to be received via BACs or PayPal. This is not to say that your payment will take 3 days as PayPal is usually much quicker and in most instances BACs transfers are also quite quick.

We advise upto 3 working days to manage your expectations as we do have internal processes that all payments go though and sometimes the payments may take a little longer to go through these processes.

If after 3 working days you have not received your payment, please do contact our support team as they will then be able to investigate this for you.

Kind Regards,
Amy at Quidco

cm7

quidco_Company_Representative wrote: »

Hi @cm7,

Please be aware that we do advise up to 3 working days for a payment to be received via BACs or PayPal. This is not to say that your payment will take 3 days as PayPal is usually much quicker and in most instances BACs transfers are also quite quick.

We advise upto 3 working days to manage your expectations as we do have internal processes that all payments go though and sometimes the payments may take a little longer to go through these processes.

If after 3 working days you have not received your payment, please do contact our support team as they will then be able to investigate this for you.

Kind Regards,
Amy at Quidco

This means you haven't sent it. The payment has been sent when it has left your Paypal account. Being on an internal to-do list doesn't count.

Just a note going forward, obfuscation isn't really the best way to communicate with customers when money is involved. I won't be using Quidco again but maybe you can retain customers in the future by trying to be honest about problems when they arise. Saying at the outset "we really messed up, it'll be a couple of weeks" is a lot better than "it'll be a couple of days" x 5.

There isn't even anything on your site to indicate the current situation and messages to support outside of Twitter/here go unanswered, customers shouldn't have to rely on external websites for communication.

PinkPig

I requested a PayPal payment on Friday 23rd and it hasn't gone through yet. They don't seem to be able to decide whether the delay is 3 or 5 working days, but either way it's too slow.

I'll be switching to topcashback.

quidco_Company_Representative

PinkPig wrote: »

I requested a PayPal payment on Friday 23rd and it hasn't gone through yet. They don't seem to be able to decide whether the delay is 3 or 5 working days, but either way it's too slow.

I'll be switching to topcashback.

Hi @PinkPig,

I am very sorry you have not received your payment yet. If you requested this on the 23rd it would have been sent on the 26th so you should have received this by now.

If not please contact our customer support team and they will be able to look into this for you.

Kind Regards,
Amy at Quidco

zkw29

There needs to be a consistent message about a) whether there is a problem or not, b) what the problem is, c) what you're doing about it and d) how long it is likely to take to resolve.

I've contacted customer service twice and I'm no further forward getting my confirmed transaction paid.

After being Confirmed for a week they've now changed the status back to Tracked which conveniently gets them out of dealing with the problem. Annoyingly, when I contacted customer service they just give a standard response about technical issues and said it was all sorted. The only reason it's "sorted" is because they've changed the status back

PinkPig

quidco_Company_Representative wrote: »

Hi @PinkPig,

I am very sorry you have not received your payment yet. If you requested this on the 23rd it would have been sent on the 26th so you should have received this by now.

If not please contact our customer support team and they will be able to look into this for you.

Kind Regards,
Amy at Quidco

I have contacted customer support but haven't received any reply yet.