As a member of our SuperSaveClub, you get to earn cashback when you shop with a range of top retailers via us. But sometimes, your cashback can be declined. This guide will explore some common reasons why this can happen, so you can hopefully avoid having your cashback declined in the future.
Here's a summary of some common reasons why cashback can be declined:
Purchase was made offline: cashback is usually only paid to purchases made online, rather than in-store or over the phone.
Cashback was paid to another referrer: another website (such as a price comparison website or a discount / voucher code site) was seen as the referrer, and the commission wasn't paid to MoneySuperMarket.
Terms and conditions weren't met: retailers may have specific terms and conditions that need to be met for cashback to be paid.
Vouchers or discount codes were used: using third-party codes or paying with vouchers can often invalidate cashback.
The retailer has ceased trading: unfortunately, it may not be possible to pay cashback for a purchase made with a retailer that has ceased trading or gone into administration.
Ineligible transactions
Sometimes, your cashback gets declined for the following reasons:
Returns, cancellations, or order amendments: if you return an item, cancel your order, or make changes to it, it can affect the cashback, and MoneySuperMarket may no longer be seen as the referrer for the purchase. Cashback is usually only paid for completed purchases.
Not buying solely online: cashback generally applies to online purchases only. Unfortunately, in-store purchases, over the phone, or other non-online methods may not qualify for cashback.
Another referrer got the credit
Occasionally, another referrer may receive the credit for your cashback instead of MoneySuperMarket.
Alternative Referral Sources: if you went to the retailer's website through a different referrer, such as a price comparison or voucher site, they might receive the cashback commission instead of MoneySuperMarket. To make sure we can track your transaction properly, please click through to the retailer's website directly through MoneySuperMarket.
If you've visited several different websites to compare prices, it can be a good idea to clear your browser's cookies before you buy through MoneySuperMarket, as this will help your purchase track correctly through us, rather than one of the other websites.
Terms and conditions weren't met
It’s important to make sure you follow the retailer's terms and conditions your cashback is processed properly.
Retailer-specific terms: retailers may have specific requirements for cashback eligibility. These are listed in the appendixes on the cashback terms and conditions page, and there is a link to these on every retailer page https://www.moneysupermarket.com/super-save-club/cashback/terms/
Unauthorised voucher or gift codes: using a voucher code or gift code that is not authorised by MoneySuperMarket can result in cashback being declined. Stick to the approved voucher codes provided by MoneySuperMarket to avoid any issues.
Retailer declines
There are cases where cashback is declined because of an issue with the retailer. Please keep the following situations in mind:
Retailer has closed down: If the retailer has ceased trading or gone into administration, it can affect your cashback. Unfortunately, it may not always be possible to get cashback for purchases made with retailers in this situation.
Tracking and validation periods
The cashback process can take a while, because your transaction goes through a tracking period, followed by a validation period. Here’s what this means:
Tracking period: it can take a few hours or a few days for your purchase to be tracked and to show in your MoneySuperMarket account. Please allow enough time for the tracking process to happen.
Validation period: retailers usually have a validation period, which is when they check all the transaction details before confirming the cashback.
How to resolve declined cashback
If you don’t think any of these apply to your purchase, please contact our customer support team.