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ATom
Beginner
420 Views
Message 1 of 7

Cashback issue

Hi 

I ordered a broadband and phone package on the 21/02/17 but am having trouble claiming the £50 cashback as it wont accept my ref number, I have claimed the reward card without any issues. I am doing something wrong? This seems to be a common issue.

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6 REPLIES 6
Keith_Beddoe
Distinguished Sage
Distinguished Sage
419 Views
Message 2 of 7

Re: Cashback issue

Welcome to this customer to customer forum. @ATom

 

Can you check your order at this page http://www.bt.com/ordertracking please?

 

Does it state that any part of your order was cancelled?

 

What are the first three letters of your sales reference?  (do not post the full number)

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ATom
Beginner
413 Views
Message 3 of 7

Re: Cashback issue

I have just checked my order and nothing was cancelled and I have been charged for both the broadband and some call charges.

 

My sales ref which I used to check my order starts Z60AA

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
410 Views
Message 4 of 7

Re: Cashback issue


@ATom wrote:

I have just checked my order and nothing was cancelled and I have been charged for both the broadband and some call charges.

 

My sales ref which I used to check my order starts Z60AA


If your order reference begins Z60 then your order has not successfully tracked and you will not receive the cashback. This can happen for a number of reasons such as having multiple windows open when placing your order.

 

Did you place the order directly on the bt.com website, or via another site?

 

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ATom
Beginner
408 Views
Message 5 of 7

Re: Cashback issue

Directly on the bt.com website

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
403 Views
Message 6 of 7

Re: Cashback issue


@ATom wrote:

Directly on the bt.com website


I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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PaddyB
Moderator
Moderator
392 Views
Message 7 of 7

Re: Cashback issue

Hi @ATom,

 

Was the cashback offered through a 3rd party website?

 

The Z60 order reference means that the your order hasn't tracked as being placed under any cashback offer. This can sometime happen if there are multiple browser session open or if your Internet cookies haven't been cleared before placing the order.

 

Unfortunately if the order hasn't tracked correctly you wouldn't be entitled to the cashback.

 

I can double check you order, if you like. You can send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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