Many users do not see all the transactions made among those counted and ask how to appeal: here’s what you need to know.
January 10 marked the end of the experimental period of Christmas Cashback: all users who participated in the program, about 5.8 million, could see the number of transactions counted by the system and the final amount of Cashback that they will get by the day March 1. Of the 5.8 million Cashback subscribers, however, only 3.2 million were able to make at least 10 valid transactions, the minimum required to trigger the refund.
This was also due to the fact that many transactions were not accounted for by the Cashback system and this may have been caused either by user error, which did not quite understand which transactions are valid and which are not, or by an error of the platform that did not record an actually valid transaction. The result doesn’t change: the Facebook groups dedicated to State Cashback are full of people asking why they don’t see some transactions among those accounted for and, second typical question, how do you appeal to have the transactions approved?
Disappeared transactions: what to do
The first thing to do is to check if the transactions that are considered valid but not accounted for are really valid. Otherwise it’s just wasted time. Remember, for example, that many purchases made with a contactless payment were not included in the count because the ATM cards had to be registered twice.
So a purchase made with this method before the second registration of the card is definitely lost: there is no way to make it part of those counted.
The same goes for transactions made with a SumUp POS before December 19: the company explained that, for a technical problem, many of them will not be counted.
The IO app’s official website, among other things, clearly specifies that “Throughout the duration of your participation in the Program, it is your responsibility to verify that the transactions for purchases made with the Electronic Payment Systems registered on the IO app or through the systems made available by the Affiliated Issuers, the amount of refunds accrued and the relative crediting of the same, are correctly captured for Cashback purposes.” It is up to the user of the program to verify, before the end of the period, that the transitions have been acquired.
Disappeared transactions: how to appeal
To “have justice” if some transactions have not been recorded, again according to the official IO guide, we will have to “contact the Affiliated Issuer and/or the card circuit and/or the owner of the payment service that provided you with the Electronic Payment Instrument used for that transaction”. In other words: we have to phone or write to the person who issued the card and hope that they will be able to answer us.
It will be different, however, if when we receive the reimbursement the amount is not the one expected and displayed on the IO app: in this case we have to apply to Consap SpA “within 120 days following the last day of the month in which the payment is expected, by sending the appropriate form duly filled in and signed, together with the required attachments, which will be available online at www.consap.it. Consap S.p.A. will provide you with a reasoned response within 30 days from the date of receipt of the claim, and in case of acceptance, it will arrange the payment due”.
The form for claiming the wrong Cashback has not yet been published and the claim does not exclude the possibility of proceeding legally in case the refund is not as expected.