Whilst most transactions track successfully, occasionally a transaction may not get reported. Please note that our  Member Services team are unable to raise untracked cashback cases on your behalf. If your cashback hasn’t tracked, you can easily submit a “Missing Cashback” query on the cashback site you signed up with and they will look into this for you. Any missing cashback queries need to be submitted as soon as possible after you took out your plan. 

If your cashback is showing as pending, in most cases this means that the transaction has tracked, and we are waiting for you to meet the terms and conditions to qualify for the cashback. If you opened with a Direct Debit, you would need to have paid a minimum of three monthly Direct Debit payments and there must have been 90 days since your first premium in order to qualify. If you opened your plan with a lump sum, this must have been invested in the plan for at least 90 days. 

Once your cashback has been approved, payment will usually be made to the cashback site within 2-3 weeks, they will then manage the final payment of your cashback. 

While we do aim to approve process these payments as quickly as possible, some external factors do mean that it can take a short while for the cashback to reach your account, so please do bear with us. When your cashback has been approved, it’s just a matter of time before it appears your account. If you do have any further questions, then you can also contact the customer service team from the cashback site you signed up with.

The level of cashback you receive depends on a range of factors such as the offer that was available at the time you took out your plan, which plan you have opened and how much you chose to pay into your plan at the outset. If you feel like you’ve received the wrong amount, please submit a “Missing Cashback” query on the cashback website you signed up with and they will look into this for you. 

If your cashback has been declined, it’s likely that you have not met the terms and conditions to receive cashback. You can find the terms and conditions listed on the page of the cashback website you originally visited when you opened your plan. 

Please bear in mind that, if you opened with a Direct Debit, you must have paid three monthly Direct Debit payments to qualify for cashback. Or, if you opened with a lump sum, this needs to have been in your plan for 90 days before your cashback can be approved. 

In order to receive cashback, you need to ensure you have clicked on the link via the cashback website that directs you to the application. Third party cookie tracking must be enabled and you must allow the Shepherds Friendly thank you page to fully load before closing the window.  

Cashback is only available to new customers. If you’ve had a plan with us before, or currently hold another plan with us, your cashback will be declined. 

You will not receive cashback if you cancel your plan or stop paying your premiums within 90 days of paying your first premium. 

Please also note that you can only receive cashback on one Stocks & Shares ISA or one Junior ISA per child. 

If you reduce your premiums, make withdrawals or close your plan in the first 90 days from the date that you pay your first premium, you will not receive cashback. 

To make a cashback claim, please log in to your account on the cashback site you signed up with and on your account you should find a “Raise a claim” or “Missing Cashback” button. Here, you will need to choose the plan from “Select retailer” and select the “type of claim” (e.g. missing cashback, declined cashback, or incorrect amount). You then need to select the “date of transaction”, add the “amount expected”, your “order reference” (which is your plan number, provided in your welcome pack) and your “monthly premium”. Once this is complete, you can submit your claim. 

Once your claim is available for payment, you’ll be able to see it in your payments page.