If the cashback amount has been crossed out on one of your transactions, and it is showing in the 'declined' column of your Earnings page, this means that the merchant has marked your transaction as being ineligible for cashback. In some cases, declined cashback may also appear as available to payout with a value of $0.00.
We aren't always informed why cashback has been declined. However, some common reasons include:
- Cancelling, amending or returning all or part of your order.
- Using a voucher, discount or promo code that wasn't displayed on TopCashback.
- Requested a quote or visiting the retailer's website without completing a purchase.
- Completing your purchase using a saved or renewed quote.
- Completed your purchase over the phone instead of online.
- Didn't meet the retailer's cashback exclusions and terms.
- The offer was only available to new customers. When this applies it will be stated in the retailer's exclusions and terms.
- TopCashback wasn't recognised as the last website you visited before making your purchase.
If your transaction has been declined, and you feel that it could not be for any of the reasons above, then please lodge a 'Missing Cashback Claim' in the Customer Care section of your account. We will then be able to investigate this with the merchant, so that we can try and resolve the issue or find out some more information for you.
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