Requesting a receipt/proof of purchase is fairly standard for cash back and money back guarantees, but time after time we see one of the most common reasons for invalid claims being that the information required for validation isn’t visible on the proof of purchase.
Rejecting a high number of claims is not what anyone wants, it will frustrate customers, impact the customer service teams and can affect the validation costs from the additional claims that will be re-submitted.
In an attempt to avoid high volumes of claims being invalidated for this reason we have a few recommendations for you to consider:
- Make it very clear what points the receipt should include. Do this on pack if possible and the claim site, don’t be afraid to re-iterate this in multiple locations! Relying on consumers to read the T&Cs isn’t enough.
- Consider providing tips on where key data is often found, for example the date of purchase is often at the very bottom or top of a receipt. This is often missed on the really long receipts from the bigger retailers.
- Add guidance to the rejection/update claim email if you are allowing the customer to update their proof of purchase.
- Clarify that date of delivery/expected delivery date is NOT date of purchase – unless you are happy to accept this.
Even offering additional guidance won’t stop the classic slip of the finger though, where a customer submits a personal photo.
From the thousands of validations we have performed, some of our favourite (invalid) proofs of purchase have been a photo of a dolphin, a lady eating a kebab and a work team picture from a small business where everyone looked incredibly happy.