All about claims 16 November 2022 16:31 Updated We do our best to make sure everything works as it should but things can go awry - here are some top tips to make sure your shopping creates that magic for your cause and what to do if it hasn't worked. Why isn't my donation the amount I expected it to be? Why hasn't my donation been added? When will I receive an update about my claim? Common tracking issues I can't find the brand I shopped with to submit a missing donation claim Will my donations track if I have an ad-blocker installed? Can I claim a donation if I forgot to shop through easyfundraising? Why isn't my donation the amount I expected it to be?There are a number of reasons your donation may be lower than you expected, here are the most common: Some brands will exclude VAT and P&P costs from your donation this would mean the cost of your order was less and therefore so is the donation Some brands offer different rates for different items that you can buy, please check back on the brands page with easyfundraising to see their donation rates Some brands offer a different rate depending on if you have ever shopped with them before or whether you're a new customer to them, again you can check these on the brands page on easyfundraising Some brands exclude some goods from being eligible for a donation, if your order included something that wasn't eligible, the amount you paid that could have a donation claimed would be lower Have you returned part of your order? If so, the amount you spent will have reduced and this will mean your donation reduces as well Our Customer Support team are always happy to investigate any queries with donations, just find the donation you want us to check in your Donation History, click the arrow next to the donation amount and then click on the button to Query Donation. Then just add the information that is requested and we will do the rest. Why hasn't my donation been added?The majority of donations are reported back to us from a brand within a few hours of purchase. On rare occasions you may not receive a donation for a purchase you have made, the main reasons for this are usually: Order was cancelled An unauthorised voucher code was used, please only use vouchers codes that we have supplied A saved quote was used from a comparison site was used in purchase of insurance A product was purchased which a donation was not offered on You weren’t signed into an easyfundraising product You didn’t complete your purchase in one go. Saving your purchase to complete later may stop the brand reporting back a donation to us. If you feel a purchase you made should have received a donation our Customer Support team are more than happy to chase this for you. Just complete our missing donation form with the purchase information from your brand confirmation email. When will I receive an update about my claim?To allow time for donations to be added automatically, easyfundraising will start to review a claim 14 days after the purchase was made with the brand.The first step we complete is to make sure the purchase you made is eligible for a donation, if we're not sure we will send you a message to ask for more information.If we find something that means your donation didn't meet the terms, we will let you know.We work with affiliate networks to create the link between us and the brands that you shop with, if we can't see a reason why the donation hasn't been added, we will send the details to the affiliate network to ask them to investigate why the donation is outstanding.It can take 90-120 days for us to get a response back from the affiliate network, if we get a reply to say that the donation should have been added then we will make sure it's applied to your account asap. If they unfortunately say that it wasn't approved then we will let you know why.You can view the status of you claims in the Claims History view on your account. Common tracking issuesWe have created a list of the most common tracking issues so if you work through these you should get to the bottom of why your donations aren't automatically coming through: Check the terms of the brand - it could be that your shopping isn't eligible for a donation for example if you're not a new customer or if you're using a mobile device when you shop. You can see the terms set by each brand on their listing with us, just search for them on easyfundraising and make sure that you qualify. Activate your donation each time you shop - the brand needs to know we are the reason that you're shopping with them so you have to activate this connection every time before you start shopping. This includes if you're amending a grocery shop after you have initially checked out. You should try to complete your shopping in one go, if you don't have any shopping previously saved in your basket or that you have added before activating the donation, may cause your claim to be declined. Make sure you're logged in to your easyfundraising account - if you're not logged into your account we won't know it's you that's shopping, make sure you're signed into your account before you start searching for a brand. Don't use any voucher codes that are not shown on easyfundraising - we have to be the reason you're shopping with the brand for you to claim the donation through easyfundraising. This means that if you're using a gift voucher when you pay or if you use a voucher code or offer on the purchase that hasn't been given to you by easyfundraising, your claim may be declined. Don't use a private or incognito browser window - if you use a private or incognito browser window, it can stop some of the tracking that we use from working. If you can, use a dedicated browser for all your shopping so you know the settings are as they should be and where to check should something go awry. Also, make sure you don't have too many tabs open as this can send tracking haywire as well. You couldn't complete your shopping online - If you have a problem with your purchase online and have to call the retailer to complete the sale, this can invalidate your claim meaning you won't get a donation. We can't guarantee that if this happens we will be able to claim your donation for you but we will try if you let us know the details. Here are some of the more technical checks you should make: In your browser, are your cookies enabled and pop-up blockers/ad-blockers disabled? If not, you will need to amend the settings so that your visit can be tracked to the brand and your donation tracked back. If you're on a mobile device make sure you're not using pop-up blocker/ad-blocker or cookie protection apps. You can find out more about ad-blockers below. Make sure that JavaScript is enabled. Make sure you're not using a VPN We use affiliate links to track your visit and add your donation back to your account, some Anti-virus software and Firewalls can block these. To make sure this isn't your issue, make sure your firewall is also set so that cookies are enabled and pop-up blockers/ad-blockers are disabled. Other tips to help you claim donations: When you're buying insurance, make sure you create a new quote and go ahead with buying the insurance in one go so that there is no other claim to the reason you shopped with them. This is especially important if you have used a comparison site when you started looking. Some brands offer different donation amounts depending on what you buy, if you spot that the brand offers more for one item that you're buying than another then make the 2 purchases seperately. This will ensure you get the best rate for each item rather than the lower rate being applied to the whole purchase. Don't forget you can check donation rates offered by each brand in their listing on easyfundraising. If you're buying multiple insurance policies or mobile phone contracts, to make sure that you get a donation for each, buy each seperately, this way you should get a donation for each (unless in their terms they only offer one donation per customer). If you spot anything else that can help others raise donations, or if you need some more help, please submit a request to our Support Team and we will be happy to help. I can't find the brand I shopped with to submit a missing donation claimThe only way you can submit a missing donation claim is if we have a visit recorded from us to the brand against your account. If you can't see the brand that you shopped with, there are a few reasons why this could be and what you can do to make sure the visit is recorded next time:Are you checking the right date? Sometimes, if you're browsing before you buy, you might look at a brand on several dates, please make sure you're checking for the right date when you try and submit a claim.Did you go directly to the brand when you shopped? If the answer to this is yes, there hasn't been a connection made between us and your visit to the brand and therefore there is no visit recorded. Make sure you always use easyfundraising to get to the brand you want to shop with.Were you logged in to your easyfundraising account? If you were logged in to someone else's account, your visit may have been recorded on their account rather than yours. If you share a device that you shop on and you could have been logged in to someone else's account, you could ask them to check if they have received your donation. Alternatively, if you weren't logged in at all, there won't have been a connection to your easyfundraising account and this donation will not be added.Is something in your computer settings stopping the visit recording? Your donations may not track when you have an ad-blocker installed on your browser. We use cookies, little pieces of information on your browser, to track your donation from the brand to your chosen cause. Ad-blockers can block these cookies, meaning that even though you’ve shopped through easyfundraising, your donation may not make it through.If you need help from one of our friendly support team then just click here and let us know the details and we will do what we can for you. Will my donations track if I have an ad-blocker installed?Your donations may not track when you have an ad-blocker installed on your browser. We use cookies, little pieces of information on your browser, to track your donation from the brand to your chosen cause. Ad-blockers can block these cookies, meaning that even though you’ve shopped through easyfundraising, your donation may not make it through.Ad-blockers are installed to your browser and the removal is different for each browser. Please get in touch with our Support Team if you need further help. Can I claim a donation if I forgot to shop through easyfundraising?Unfortunately, if you forgot to start at easyfundraising before you shopped with your chosen brand then we can't show we are the reason that you shopped with them and we won't receive the commission from them that we use to create your donation.