1. What does Pending Cashback mean?

Pending Cashback means we have tracked your transaction at a retailer via Pouring Pounds & it has been acknowledged by retailer as well. However, since this is still within the Return or Cancellation period you cannot transfer or redeem this Cashback yet.

For example: If you make a purchase from Debenhams through Pouring Pounds you will get an email from us acknowledging that you have Pending Cashback of £10 within 4 to 72 hrs.

Now, once the cancellation/return period is over, Debenhams will confirm Cashback and pay us from their end. Once we get this confirmation, your £10 will go from Pending to your Confirmed status. However, if you cancel your order, the Cashback is cancelled as well.

2. What does Confirmed Cashback mean?

Confirmed Cashback is what has been approved as a valid purchase from retailers. Once you have £30 or more Confirmed Cashback you can transfer it to either your Bank Account via BACS or to your PayPal account. However, this limit is only for the first payment. All the subsequent payments can be as low as £1.

3. What does Requested Cashback mean?

Once you request for payment of your Cashback via a Bank transfer or PayPal transfer, the status of your Cashback changes to Requested. You will receive an email with details about your requested Cashback.

4. What does Paid Cashback mean?

Once your Requested cashback is sent to your Bank or PayPal, the status of your Cashback changes to Paid.

5. What does Cancelled Cashback mean?

In certain cases like cancellation of order or in case the retailer declares your transaction as invalid, the status of your Cashback changes to cancelled. This means we have not been paid by the retailer and therefore will not be able to pay you any cashback.

1. I made a purchase but have not received any Cashback email for it. What can I do?

If you made a purchase less than 3 days ago, please wait a little longer. It can take between 48 to 72 hours for retailers to track sales.

However, if you made a purchase over 3 days ago but haven't received an email acknowledging the purchase from us, please submit a Missing Cashback ticket within 10 days from the date of transaction. No Missing Cashback Claims will be accepted after 10 days.

Sometimes, retailers fail to track a transaction on their end. After we receive transaction details from you, we can follow this up with the retailer, and attempt to get your Missing Cashback.

Here's how: Log in to Pouring Pounds on the top right corner of your navigation bar you will see the 'My Account' icon, click on it. Then click on "Missing Cashback". Here you can see the status of all your existing Cashback enquiries. To add a new Cashback enquiry click on the orange "Add Ticket" button.

To ensure you get your Cashback, please help our customer care team by sharing all the information as requested in the steps. You can follow the progress of your enquiry from this page and even send us follow up messages about the enquiry by clicking on the 'View details' link next to each enquiry.

2. Why do I need to wait 3 days after my transaction before I can submit a Cashback query?

It can sometimes take up to 3 days for a retailer to track a transaction. Hence retailers do not accept any missing tickets before the end of this period.

3. When adding a new Cashback enquiry, why do I not see a certain retailer amongst my exit clicks list?

Our sophisticated system tracks every time you click out from our website to any of our partner retailers. If you do not see a retailer in the exit click dropdown then you have not visited the retailer via our website. Perhaps you forgot to sign in when you visited a retailer, in which case again the visit will not show in your exit click list.

4. What information do I need to submit for a Missing Cashback ticket?

In order to submit a Missing Cashback ticket, you need: retailer name, date, transaction amount, order or transaction reference/ID, and any other details that would help the retailer to track your transaction.

5. What do the various statuses for my Missing Cashback Ticket mean?

You can track the status of your Cashback query by clicking on the "Missing Cashback" option from your "My Account" page. The meanings of the different statuses are:

• Received: This means we have received your query and have passed on the information to the retailer.
• Sent to Retailer: We are currently awaiting a response from the Retailer.
• Resolved: This means your Cashback query has been closed. A query is closed when the Retailer accepts your Cashback query. In this case you will be able to see your updated Cashback under your "My Earnings" section. A query is also closed if the retailer refuses your Cashback query and decides that the sale does not qualify for Cashback, we will inform you about this via email.

Unfortunately the retailer's decision is final and we will not be able to reverse it. Remember our incentives are always aligned with yours, so we do our best to get your Cashback approved.

6. How do I enquire about the status of my Missing Cashback query?

When you log in to Pouring Pounds, you will the see 'My Account' icon on the top right corner of the navigation bar, click on it. Then click on "Missing Cashback". Here, you can see the status of all your existing Missing Cashback queries. For each ticket, you can click on "View" to see any comments from our Customer Support team. You can also use this to reach out to us.

1. When Can I Redeem My Cashback?

Your Cashback usually tracks in pending status within 48 to 72 hours of your shopping via Pouring Pounds. Cashback is Confirmed within 60 to 90 Days depending on the retailer you shop at. You can only redeem/withdraw Confirmed Cashback. Confirmed Cashback can be redeemed in 2 ways: via BACS Bank Payment or via PayPal. You can request for your first payment once you have £30 or more Confirmed Cashback. However, this limit is only for the first payment. All the subsequent payments can be as low as £1.

2. How Do I Redeem Cashback?

You can redeem your Cashback via BACS and transfer money directly to your registered bank account. You can also redeem your Cashback via transfer to your PayPal account.