Quidco Question and Answers

prowla

quidco_Company_Representative wrote: »

...

@prowla – Once a claim has been raised it is usually around 60 – 90 days before we hear anything back from the retailer, although it is sometimes quicker than this. Virgin Media do sometimes decline transactions, but to be honest their claim approval rate is very high, and we will of course pass the response we receive from Virgin on to you as soon as we receive it. If you feel the decline reason is incorrect then we can always investigate further, wherever possible.

...

Many thanks,

Rosie

Thanks - I'll give it a couple of months then. I did save screendumps to refer back to if needs be.

jasonwatkins

funny thing - i raised another claim over the missing Tombola cashback (before I actually emailed Rosie..) and I had a response from "Sean" with the same cut and paste email that I was sent back in December asking me the exact same questions.

So i just cut and pasted my response from last December into my reply

reddwarf2002

matty102 wrote: »

Hi Rosie,
I never received this email and it seems many on the Sky forums didn't either and person that posted the same query after me on here will probably be the same.

The only email received said
Confirmation of your Sky order

Account Number: XXXXXXXXXX Your new Sky equipment is on its way
Dear XXX

We're happy to confirm the equipment you've ordered below:

I spoke to Sky again yesterday and they said that they don't have this number and this number must be provided by QuidCO but I can't see how this would be provided by you as its Sky asking for this information?

Could you look into for me please?
Thanks

I hate to be the bearer of bad news but the Order number that Rosie is referring to is only displayed at the end of the ordering process (at confirmation stage). It is not emailed, so unless you took a screenprint of it then I don't know how you could get hold of it as all subsequent emails only refer to the Customer number. I only know this since I placed an order today and was looking out for it as I had seen your query. I went through TCB for this (although I do use Quidco) and it seemed to track within the hour.

Hope you manage to get it sorted though.

Michael_Nottingham

Message for the Quidco Rep
A cashback for an item bought last November which was showing as tracked has suddenly declined
How do I raise a claim
When I choose raise a claim it is saying "Unfortunately we are unable to investigate transactions for this merchant"

Thanks

MAC

I made a number of transactions with quidco and all seem to have worked OK bar one which was a post office credit card.

When I opened the window it did say if i was not accepted straight away I would have to send an untracked credit form in. I have now been accepted but when I log on I can't find this form anywhere. The contact centre options are closed querries so only let you send off specific querries and this is not one of them. There is also email address under conatcs to send the querry off to.

Any advice please.

MKB

(1) Where have all the Quidclans gone? Google can find no link to them in the past 12 months, and, oddly, I can find no discussion of Quidco removing them.

(2) I found this MSE thread which someone from Quidco appears to be responding to. However, I could not find any way to ask the previous question on Quidco itself. The Help section was of no use as it restricts questions to pre-specified categories. What is the procedure for contacting Quidco with questions like the above?

(3) When I joined Quidco a few years ago, I could trust that most transactions would track, so I had to follow up only on those that were then declined, so the process was not time consuming. I enjoyed 4 good years of Quidco usage. However, in the past 12 months, I'm finding that about 50% of my transactions are failing to track, and I'm missing out on significant amounts of cashback because I'm not spotting this within the allowed time. I've just had a number of hotel stays - booked several months ago -- that I've noticed never tracked. I really don't want to have to start keeping spreadsheets of every Quidco transaction and then keep monitoring what has not tracked. I have better things to do with my life. I just want the reliability I used to enjoy. Even those transactions that do track often seem to be taking 9 months or more to pay out. A cynic might wonder where the cashback I'm no longer getting is going. Why is Quidco now so unreliable and what is being done to address this? Cursory Googling shows I'm far from alone in my experience.

quidco_Company_Representative

Hi,

Rosie is on her hols this week so I’m here to answer your questions.

@superflygal – looking at Ladbrokes’ average payment stats, they generally take around 3 months to confirm cashback. But if your cashback has not tracked at the correct amount I think we should take a look at this for you. Can you please use the link below to contact the Account Administration team. They specialise in cashback that has not tracked at the correct amount.

http://www.quidco.com/help/#387

@Youngy & @matty102 – I can understand your frustration but Sky gives everyone an on line order ID when they purchase on line. I am assured that this does follow in your confirmation email. They should be able to provide you with both your customer ID and order reference if you contact them, as other customers have obtained these in this way. Please don’t worry. There’s clearly been a little misunderstanding here and I know Sky will be able to help. We’ll speak to our contact there and ask if they can make it clear to their customer care team that the order reference is provided by Sky and not by Quidco.

@jasonwatkins – I have seen your email and responded. This has been escalated for you.

@bevally – I can explain why we haven’t sent any cashback on to you yet. Please remember that we retain the first £5 of cashback earned each membership year and, also, the minimum payment we can send is £1.01. Once your confirmed cashback exceeds £6.01 we’ll be able to send payments due on to you.

As regards your tracked cashback, I can’t look at individual account issues here but please do contact the Quidcare Team via the link below (you can put all issues in the same support message) and they’ll be happy to advise you:

http://www.quidco.com/help/#389

@Michael_Nottingham – are you able to tell me the retailer name so that I can check this for you please?

@MAC – it’s a missing cashback claim that you need to raise. Here’s the link:

https://www.quidco.com/new-enquiry/

We’ll be able to send this off to get it tracked manually for you.

@MKB – I’m afraid that we removed Quidclans a while ago now, as we are planning a retailer feedback area on the site. This is currently in development. It was impossible for us to monitor so many separate Quidclans and the vast majority of posts on these were about problems with certain retailers or about individual Quidco account issues.

For a general query on your account you are best using the contact form and choosing “further questions”. You will come to a link to the contact form and although Quidclans is not a specific area (we do try to cover everything) you could have chosen another topic. We will always answer queries via the contact form.

As regards tracking, I’m sorry you’re having this issue. Tracking is carried out by the networks used by the retailers and it’s working the same as always. It might be worth looking at your browser settings, making sure you always clear cookies and that your pop-ups are always enabled. Also, your own security software could be blocking some of the networks so we advise you to set this at “medium” when using Quidco. If a purchase fails to track we certainly have nothing to gain, as this means that the retailer has not automatically attributed the sale to Quidco.

Finally, payment delays. Please be assured that we actually have less cashback outstanding than at any other time during the last 3 years, despite our having more than doubles in membership during that period. I’m sorry you seem to be experiencing delays with some of yours. Payment times can never be guaranteed but we are always very happy to chase these up for you when they take longer than we would normally expect. Please use this link and we’ll be happy to help:

http://www.quidco.com/help/#389

I think that’s all for today!

Kind regards,

Jules

concerned43

i am another quidco moaner! I took out via quidco a package with Virgin media £142 cash back and 3 months subscription at £13.99!
My virgin media cashback was tracked at £62 and was told by quidco that the full amount will display before pay out - it did not and I was only paid £62! the remaining was tracked as a new claim and now have to wait up to 6 months to be paid.
I also only got 2 months subscription at £13.99 and finding it impossible to deal with Virgin over this as they keep asking for my password when I in fact don't have one as I have never had to deal with them over the phone before!! so they keep knocking me back until I get the password!
A complete and utter mess and I for one will not be dealing with quidco again!

bilbo_2

Been waiting for talktalk to pay me now for 18 months but keep getting fobbed off by quidco.

Not good enough !! they said 2 months ago I was getting paid but have not paid me yet.

mum26

Really annoyed at Tesco Phone shop, they've declined a claim for £60 on the grounds that "the transaction cannot be traced" funny how it tracked straight away on quidco then, funny how the contract was approved, funny how we've paid £27 a month to O2 etc!