If your cashback shows as 'declined' on your Earnings page, or has been crossed out, the retailer has marked your purchase as ineligible for cashback. This can also show as Payable at £0.00.
We may not always know why the decision was made, but some reasons for this are:
- You cancelled, amended or returned part of your order.
- You used a voucher, discount or promo code not approved by TopCashback.
- You requested a quote or visited a retailer's page without making a purchase.
- You used a renewed or saved quote for your purchase.
- With some retailers, cashback is only available for new customers. This will be mentioned in their T&Cs.
- You completed your order over the phone instead of online.
- You didn't meet the retailer's terms.
If your transaction has been declined and you're still unsure why, please lodge a declined claim here.
Need help with anything else - you can submit a support ticket here.
« TopCashback FAQs and Help Overview
