Frequently Asked Questions
1. What is cashback and how does it differ from a discount?
2. How does Cash Back Card work?
3. Who is eligible to join Cash Back Card?
4. How do I activate my account?
5. What do I do if my registration voucher code is not accepted?
6. What if I forget my account login details?
7. What do I get as a free member?
8. How do I collect cashback?
9. Are there any limitations to collecting cashback?
10. How long after I make a purchase will my cashback be awarded?
11. How does Cash Back Card know I have made a qualifying purchase?
12. How long does it take for a transaction to be tracked?
13. What are the different transaction statuses?
14. What happens if I return, exchange or cancel a purchase?
15. Why has a purchase I've made not shown in my reports?
16. How can I withdraw my cashback?
17. How do I update my account profile?
18. How do you issue payment?
19. What are the benefits of upgrading?
20. How do I upgrade?
21. How do I refer my friends and collect more rewards?
22. Can I open more than one cashback account?
23. Where can I find the terms and conditions for Cash Back Card?
24. What are cookies and why do I need them?
25. How is my personal information used?
26. How do I contact you for more help?
1. What is cashback and how does it differ from a discount?
Cashback allows you to save money shopping both online or offline at hundreds of participating retailers that are willing to pay for your custom. Unlike a discount which is taken off your bill at the point of sale, cashback is a rebate given to you after you have purchased the goods or services. The retailers pay us and we pass the rewards on to you. Simple!
Because cashbackcard.com has so many members and a massive distribution network, we can guarantee you the best cashback deals and in most cases beat any other discount or cashback scheme. We deal in bulk and promote our merchants and retailers through direct word of mouth in conjunction with the second largest direct sales force in the UK thus allowing us to generate large “marketing fees” from the retailers which we can then share with you, the member.
2. How does Cash Back Card work?
First you need to create a Cash Back Card account. It’s free to join and you can start collecting cashback from top brands straight away! If you join using a voucher code from a top-up card purchased from one of our direct sales representatives, your account will automatically be credited with anything from £3 right up to £1000.
Upon joining your email address will act as your username which you will use along with your chosen password to login every time you use Cash Back Card’s services.
Once you have joined, you will be sent an activation email with a link which you must click to activate your account. From then on, you can login with your email and password at the top right of the homepage.
When shopping online, it is important that you always make sure that you login to cashbackcard.com before visiting a retailer and purchasing. Otherwise you will bypass the tracking process and not receive your cashback reward. After logging in to cashbackcard.com, follow the link from within the site to the retailer you wish to purchase from. This link tracks your activity and enables us to award any due cashback. The retailer’s website will then open in a new window. From then on, simply shop as you would normally. Remember the prices on the site are the same as any other customer going direct to that retailer but you will receive your cashback at the advertised rate once our reconciliations department has collected transactions reports and marketing fees from that retailer. Your cashback balance will then be updated accordingly.
When shopping offline, simply use your Cashbackcard.com branded pre-paid debit card anywhere you see our logo. Once the transaction is complete, the retailer will supply us with a transaction report allowing us to charge a marketing fee which will be broken down and your cashback balance updated accordingly.
While some retailers report transactions instantly, others can take up to 30 days.
Occasionally, you may wish to return your goods or be dissatisfied with the service and be unwilling to pay. In this instance, the transaction will be reversed which will in turn lead to your cashback reward being withdrawn.
NB When buying a product or service from a retailer’s site, you must complete the purchase as soon as possible to avoid the system timing out and losing track of your purchase.
Avoid
- waiting hours to complete the purchase
- closing your browser window
- going directly to the retailer’s website (as you will bypass the tracking link and lose out on your cashback)
- leaving the retailer’s website before completing the purchase process
Any of these actions may result in us being unable to track your transaction with the retailer assuming you did not come from Cash Back Card. We will therefore be unable to invoice for our marketing fee leading to you missing out on your cashback.
3. Who is eligible to join Cash Back Card?
Everyone is eligible for cashback assuming you meet the following criteria:
- You provide us with a valid email address and password
- You are at least 16 years old and live in the UK
- You have a valid home mailing address in the UK (we do not accept PO Boxes)
- You agree to Cash Back Card’s Terms & Conditions.
4. How do I activate my account?
After submitting your registration, you will be sent an activation email to your registered email address. Follow the link to activate your account and you can start collecting cashback straight away.
Depending on your email settings, this email may go into your spam or junk folder. If the email does not appear in your inbox, please check your spam or junk folder. If you do not receive this email, please contact support@cashbackcard.com with your name, address and email so we may resend your activation email and get you up and running.
5. What do I do if my registration voucher code is not accepted?
If you have purchased a prize top-up voucher code through our direct sales representatives, our systems use an algorhythm (or “key”) to identify it and award you with a cashback amount from £3 to £1000. Occasionally due to printing errors, these codes may be rejected by our systems. In such circumstances or if you are having any other problems inputting your code, please contact support@cashbackcard.com with your name, email address and voucher code. If we can’t find your code in the system, we will reissue you with alternative code to your specified email address.
6. What if I forget my account login details?
If you have forgotten your password, click the forgotten password link at the top right of the homepage and follow the instructions. You will be given a one-time login via your registered email address. On logging in, you MUST select a new password for future use of the website. If you forget your login email address or are still having problems logging in, please contact support@cashbackcard.com with your name, address and phone number.
7. What do I get as a free member?
As a free member, you are well on your way to collecting cashback on items you would purchase anyway on a day to day basis. Once registered, you can search for top brand names or simply browse what is available. You can also search through individual categories.
8. How do I collect cashback?
In order to ensure your transactions are tracked by Cash Back Card and you collect cashback there are a few things you need to ensure:
- that your browser allows cookies and java script
- that your existing cookie cache is cleared each time you make a new transaction to avoid conflicts with other stored cookies from other sites - this will be available if you click Tools in the majority of browsers
- that your security / anti-virus software or parental controls recognise cashbackcard.com as a “safe” site so as to allow cookies when making a transaction
- that your pop up blocker is disabled as some of the retailers use pop ups to open pages essential to your transaction
- that your InPrivate browsing is disabled (a feature of Internet Explorer 8)
Assuming full tracking is possible, make sure you are logged in to cashbackcard.com and simply click on the links to the retailers, find the product(s) or service(s) you want and complete your purchase. Cash back Card will then invoice the retailers for the marketing fees and award cashback based on the size of your spending. Whilst some merchants report instantly and pay within 14 days, others may take longer so please allow up to 30 days for your cashback balance to be updated.
You can check your cashback balance at any time by visiting your “My Cashback” area at cashbackcard.com.
9. Are there any limitations to collecting cashback?
Unlike other reward schemes, Cash Back Card will never restrict you as to how much cashback you can collect. The more you spend, the more you collect.
The only restriction is a maximum amount of cashback you can collect as a free member without certain checks. To comply with the Money Laundering Regulations 2007, certain checks must be carried out to confirm your identity if you withdraw £1500 per annum or more. When you approach this level Cash Back Card will contact you requesting the relevant documents to confirm your identity.
Retailers may limit your ability to collect cashback in conjunction with other offers such as vouchers or coupon codes. If you are in any doubt, feel free to email support@cashbackcard.com or check any additional terms and conditions of the cashback provided by the retailer.
NB From time to time, retailers may alter their cashback percentage. Cash Back Card will always endeavour to alert you to any changes or updates but please bear in mind that we cannot honour a previously advertised rate of cashback. We can only deliver cashback based on the rate set by the retailer at the time of your transaction. Please also be aware that some items may not be eligible for cashback. We will do our best to alert you to such exclusions.
Please also note that at present we only offer membership to those with a registered postal address within the UK.
10. How long after I make a purchase will my cashback be awarded?
Cash Back Card aims to award cashback within 14 days from the point of sale but may take up to 30 days to allow for reporting and payment from the participating merchants. Please make a note of any reference or confirmation numbers from transactions completed through cashbackcard.com as this will aid any investigation should your cashback not be awarded on time or if there is a problem with tracking your transaction.
11. How does Cash Back Card know I have made a qualifying purchase?
Once logged in, you can click on any of the links to our retailers. Because of this link, the retailer records your cashbackcard.com user ID and links it to any purchases you make. At the end of each week, the retailer then compiles a report to our affiliate network who then tell us how much you have spent (linked to your user ID). Please make sure cookies are allowed, java script is enabled and if using IE8 as your browser, that InPrivate browsing is disabled.
Once compiled within our systems, the cashback reward will show up in your account area ("My Cashback") as pending for that transaction. We will then invoice the retailer and once payment is completed, award you with your cashback. The transaction will then appear as completed and your cashback balance will be updated accordingly.
12. How long does it take for a transaction to be tracked?
When a purchase is made, the retailers may report back to us immediately but some may take up to 30 days. If you are in any doubt as to whether or not your transaction was tracked, please contact us a support@cashbackcard.com. Make sure you have a note of your transaction reference or confirmation number with the retailer so we can identify the purchase. After you have contacted us, we will start investigating right away but please be aware that it may take several weeks to fully investigate any claim or discrepancy.
Please make sure you contact us as soon as you suspect a transaction has not been tracked as we are unable to track transactions made more than 90 days prior due to high transaction volumes.
13. What are the different transaction statuses?
There are 3 transaction statuses. These are pending, completed and declined. Should your cashback be declined and you feel this is incorrect, e.g. you did not return the item or cancel the purchase and should therefore receive cashback, please Contact Us with the relevant details including your email address, transaction date and any transaction reference number you may have.
14. What happens if I return, exchange or cancel a purchase?
Returns, exchanges and cancellations are subject to each individual retailer’s return policy. In such an instance, any cashback awarded because of such a transaction will be withdrawn from your balance.
15. Why has a purchase I've made not shown in my reports?
All transactions are logged by our participating merchants who in turn pass reports to our affiliation department where all information is collated and reported to Cash Back Card. We then calculate your cashback. The merchants are then invoiced for your cashback and our marketing fees which must be paid before we can allocate cashback and share our profits with you, the member. Whilst the majority of merchants pay their invoices within 14 days, others may take slightly longer due to individual guarantee or returns periods. Hence Cash Back Card cannot be held responsible for delays in payments from merchants. We do however make every effort to collect marketing fees on time and pass the rewards on to you immediately. Therefore, from time to time, your purchases may take longer than normal to show up in your account.
Please also note that some retailers only pass on payments after their guarantee or returns period has expired which may take up to 30 days.
Aside from delays if you were not correctly logged in as a cashbackcard.com member at the time of purchase or that the retailer's system had problems notifying us of your cashback, your purchase may not show up in the report.
In such circumstances, Cash Back Card cannot be held liable for delayed or untracked payments. We will however, do our very best to resolve any issues. Please refer to FAQ “8. How do I collect cashback?” to make sure you have done everything possible to ensure your purchase is tracked and qualifies for cashback. If you feel you may have lost out on a cashback reward or that your transaction was not properly tracked, please contact us at support@cashbackcard.com with your full name, email address and details of the transaction. Also make sure you have a note of your transaction reference or confirmation number with the retailer so we can identify the purchase. We will then investigate the matter and let you know the outcome as quickly as possible.
16. How can I withdraw my cashback?
To qualify to withdraw your cashback, you must have accrued a minimum of £50 or more in your cashback account through qualified transactions.
Qualified transactions are completed transactions which are up to 30 days old – to allow for refunds, reporting and payments from participating retailers/merchants. As long as your account information is up to date with your correct postal address, you can withdraw your cashback directly onto your pre-paid card if you are an upgraded member (once these cards are in circulation). Otherwise, clicking withdraw will automatically trigger our accounts department to issue you a cheque payable to the registered person on the account and sent to your registered address. Alternatively, you may email us at support@cashbackcard.com with your bank account information and a BACS credit can be carried out. Please be aware that such transfers can only be made to accounts in the same name as the registered cashbackcard.com member.
We will be offering automatic BACS transfers in the near future where you may enter your account name, bank name, account number and sort code. To qualify for this, the name on the account MUST match that of your registered cashbackcard.com name.
We will also be offering withdrawals via PayPal but again, your PayPal email address must match your registered email address with cashbackcard.com.
17. How do I update my account profile?
It is very important to ensure your account is up to date when making a withdrawal. Your postal address must be accurate for us to send you your cheque. When making a BACS transfer, your bank account details must be inputted correctly to process your withdrawal so please make sure these details are accurate before pressing Submit.
You can update your details by going to your My Cashback page and editing your profile on the left hand side. If changing your registered email address for whatever reason, you will be sent a confirmation email with a link which you must click to keep your account active as this will act as your username for future use of the service. If you are having problems with updating your account, please contact support@cashbackcard.com with stating the nature of the problem. Please also include your name, address and previously registered email address to speed up your request.
18. How do you issue payment?
We are currently in the process of phasing out cheque withdrawals and moving towards BACS. Please send your account name, bank name, account number and sort code to support@cashbackcard.com from your registered email address. Please allow up to 28 days to receive payment.
We currently issue payment by cheque or by direct withdrawal onto your pre-paid Cash Back Card (if you have upgraded). To qualify for this, the name on the account MUST match that of your registered cashbackcard.com name. Withdrawals are available once you have accrued a minimum of £50 cashback through qualified transactions.
19. What are the benefits of upgrading?
The Cash back Card pre-paid debit card: As soon as you upgrade, you will see a new link at the top called ORDER YOUR CARD. You must then complete your first load to receive the official Cash Back Card being released in September 2010. This will enable you to get cashback rewards offline, i.e. instore. Wherever you see the CashBackCard.com logo, you’ll receive massive cashback rewards when using you Cash Back Card. You’ll also be able to transfer your cashback rewards back onto your card directly for future purchases. We guarantee the best cashback rewards and the cheapest card costs across the board.
Extra rewards: On registering as an upgraded member, you will be given a unique referral ID which you can pass on to your friends and colleagues to become part of the scheme. Unlike most other referral programmes, we DO NOT want you to “sell” to your friend and colleagues. We only ask that you tell them about it with your ID and allow them to experience cashback rewards as a free member. Should they decide to upgrade, you will collect £5 for each one. However, even free member referrals will qualify you for cashpot rewards as long as they make one purchase. This “qualifies” them as a qualified member and helps us avoid fraudulent activity or anyone trying to register multiple accounts and cheat you out of collecting maximum rewards.
Cashpots: On upgrading, you will automatically move above all free members and anyone who upgrades after you in what we refer to as a vertical stream. As soon as you upgrade, you secure your place in this line and no-one who upgrades after you or joins as a free member can ever move above you. As this place is set, you now have the opportunity to collect cashback while others spend but to do this, you must complete at least one approved transaction that month.
Every time we receive a marketing fee from the retailers, we keep a small percentage which gets split evenly between 5 cashpots. You will then be eligible for your portion of 1, 2, 3, 4 or all 5 of the pots depending on how many qualified members you refer. And the best part is, these referred members don’t even have to upgrade for you to qualify for the pots. They simply have to have completed an approved transaction.
To be eligible for pot 1, you must have a referred at least 3 qualified members. For pot 2, the number is 10. For pot 3, it’s 50 qualified members. For pot 4 it’s 200 and pot 5, 1000. As each pot holds the same amount and there are fewer people qualifying for the higher pots, these qualifiers will receive a much larger amount of cash. Also, you can only qualify for the portion of each pot based on your spending and everyone beneath you in the stream. You cannot collect extra cashpot rewards from the spending of those who upgraded before you. Therefore, the quicker you upgrade and the more friends you refer, the greater your cashpot rewards.
Please note, we always give away the entire cashpots at the end of each month.
Prize fund: Each month, we take a small percentage of all the marketing fees accrued and create a prize fund for one lucky member. In order to qualify for the prize fund, you must have completed at least one approved transaction that month. As it’s winner takes all, the prize fund will always be large.
NB To qualify for pot rewards each month, you must have used the scheme to make purchase either online or offline at least once that month. Your number of referrals will never reset, i.e. this number will only decrease each month if one of your referrals chooses to leave the scheme.
20. How do I upgrade?
In order to qualify for the extra rewards and benefits of the Cash Back Card service, you need to pay a one off payment of £20. This secures your place in the vertical stream and pre-registers you for the official Cash Back Card.
21. How do I refer my friends and collect more rewards?
Cash Back Card works by negotiating better cashback rewards with retailers through the collective voice of our members. The more members, the better cashback rates we can negotiate. We want you to refer your friends so they can benefit from fantastic rewards too. We also want to reward you for referring which is why we offer you a referral system at the bottom of your “My Cashback” area. However, we don’t want to put the hard sell on anyone which is why membership is completely free.
Anyone can refer friends using their unique user ID and collect bonuses.
For every member you refer, these will count towards your referral count in order to qualify for pot rewards. Please note that referred members must be qualified, i.e. they must have made at least one transaction through cashbackcard.com, to count towards your referral numbers. This avoids unscrupulous members creating duplicate accounts and robbing you of your rightful rewards.
For every qualified member you refer who upgrades, you will receive £5 extra cashback and there is no limit to how many friends or colleagues you can refer. And the more qualified members you refer, the more pots you will qualify for. To find out more about pot rewards, please see FAQ “19. What are the benefits of upgrading?" or watch the video via the link one the top red bar.
22. Can I open more than one cashback account?
No. Our terms and conditions strictly prohibit multiple accounts. To make the service fair for members and merchants, Cash Back Card limits each member to one active account at any one time.
23. Where can I find the terms and conditions for Cash Back Card?
You can find the Terms & Conditions of use for cashbackcard.com at the bottom of each page. You must agree to these before joining cashbackcard.com so if you are unsure of anything before joining or carrying out a transaction, please refer to them before doing so.
24. What are cookies and java script and why do I need them when collecting cashback online?
Cookies are small text files stored on your computer which both cashbackcard.com and the retailers use to track your transactions in order to award your cashback. Some retailers also use java script for transaction tracking. Therefore, you must ensure you have both cookies and java script enabled on your browser to make sure you qualify for cashback.
25. How is my personal information used?
Cash Back Card is committed to preserving your personal privacy and will never share, rent or sell your email address, postal address or any other data we hold about you to any third party outside of those directly associated with The Cash Back Card Ltd.
For more information, please refer to our Privacy Policy.
26. How do I contact you for more help?
If you can’t find the answer to what you’re looking for or would like to make any suggestions or comments about our services or any of our participating merchants, please contact us via support@cashbackcard.com. We aim to provide a response within 24 hours although we may take up to 48 hours to process your email at busier times.
