The Support Request form should be used if your reward has not been registered on your user account after the relevant purchase or if it has been incorrectly rejected. The form collects the necessary details of the new purchase and will be forwarded to the appropriate partner (the brand collaborating with us on the reward program) for manual review.
Here’s how you can create a Support Request:
1. Log in to your user account (see How to log in?).
2. Navigate to the menu option (top right corner), click the arrow, and select 'Help'.
3. Click on the 'Create a Support Request' button.
4. Choose the appropriate reason for your Support Request.
5. Select the relevant referral or cashback from the list.
6. Provide the details associated with the purchase. We request and process these details in accordance with our privacy policy.
7. Once all requested details have been provided, click on the 'Send Support Request' button.
Please remember:
- In the case of a referral, the form for the missing reward must be filled out through the referrer's account.
- Do not create Support Requests for rewards that are already registered (pending). Support Requests are only intended for unregistered or rejected rewards. Incorrectly created Support Requests will be deleted.
- Ensure all required fields are filled out.
Support Request submission deadline
You have 3 months from the order date to submit a Support Request for a missing reward, or 3 months from the rejection date to submit a Support Request for a rejected reward. Please see §10, point 2 of our terms and conditions.
Next steps
You will receive an email confirming the creation of your Support Request, along with its ID number. If it's complete, it will be sent to the relevant partner for verification. If something is missing, we will send you an email requesting the missing information. If the partner provides positive feedback, the reward will be confirmed on your user account.
Important notes on processing time
- The processing time for Support Requests follows the estimated reward validation time provided on the partner’s portal, starting from the creation date of your Support Request.
- If the activation date of a purchase is after the creation date of the Support Request, validation will begin once the services have been activated. If the activation date of a purchase is earlier than the creation date of the Support Request, the validation will begin from the date when the Support Request was created.
- Please note that, due to data protection and privacy concerns, we do not have access to our partners’ databases. As a result, we cannot review the purchase related to the reward and verify Support Request ourselves.
- Rest assured, we will notify you as soon as we receive feedback from our partner regarding your reward.