FAQ : Cash Back

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	FAQ

	Cash back Questions

FAQ : Cash Back


1.	How does the cash back system works?
2.	How do I claim my cash back?
3.	What do I do if I havenâ€™t received a redemption voucher?
4.	How will I know it is all OK?
5.	I have moved since I placed my order, what do I do?
6.	I have not received my bill from the network.
7.	I have sent my claim but have not received my cheque / airtime credit.
8.	I could not claim due to unforeseen circumstances.

How does the cash back system works? Every time a retailer signs a new customer up to a new tariff, they have to pay the network provider a fee. Due to the fact that these fees are very high, retailers will have to generate lots of new sign ups each month so the more customers that a retailer can sign up the better. To try to get as many customers to buy from them as possible the retailer often offers free gifts and cashback offers on monthly line rental. All cash back deals work in the same way.

How do I claim my cash back? After signing up for your contract the retailer sends you your mobile phone handset and cash back redemption vouchers. In order for the retailer to be able to verify that you are still with the network, they will ask you to send your monthly bill along with the provided voucher with in 30 days of the date stated on the monthly bill. They then send you a cheque for the amount that they owe you or they credit that amount to your network airtime bill. We advise you to send your claim by recorded delivery

What do I do if I havenâ€™t received a redemption voucher? If you haven’t received you claim vouchers with the phone pack, contact the retailer with in 14 days since you purchased your phone and they will re-issue those redemption vouchers.

How will I know it is all OK? Once the retailer received your valid bill they will contact you by sms or email or letter to confirm both receipt and payment. Please make sure that your mobile number and address has been updated if there are any changes so they can keep you up to date. If you don’t receive any confirmation with in 14 days of submission, contact your retailer as soon as possible to enquire the status of your claim. They will ask you to send the proof of recorded delivery.

I have moved since I placed my order, what do I do? Update the retailer with your new address and they will send you the cheque to your new address.

I have not received my bill from the network. If you are experiencing difficulties in receiving your bills from the network provider, please contact them directly. Here is the list of network providers contact numbers. Vodafone: - 191 from handset (free), 07836191191 from landline. Orange : - 150 from handset (free), 07973100150 from landline. O2: - 100 from handset (free), 08701117200 from landline. T-Mobile: - 150 from handset (free), 08454125000 from landline. Virgin: - 789 from handset (free), 08456000789 from landline. 3: - 333 from handset (free), 08707330333 from landline.

I have sent my claim but have not received my cheque / airtime credit. If you sent it by recorded delivery please check Royal Mail website to see if it was delivered. If so your cheque will be issued after 21 days. If it has passed 21 days contact the retailer as soon as possible.

I could not claim due to unforeseen circumstances. Retailer must receiver your claim within 30 days from the date stated on your monthly bill. We advise you that you make alternative arrangements for any future claims should there be an opportunity for these circumstances to arise again.