Frequently asked questions for "Claim Clix"

 

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How can I submit a claim?
Most transactions are correctly tracked by merchants and then fed back to EuroClix. Related Clix are correctly assigned to members. However, sometimes tracking goes wrong. That’s why EuroClix offers members the possibility to submit a claim. We do, however, ask you to carefully read all the questions and information about claims. Unjustified claims lead to unnecessary work for EuroClix and merchants.

If you have read all the information and you would like to submit a claim, click on Claim Clix. You can only submit a claim via the EuroClix website. EuroClix cannot respond to claims sent by email.

 

When can I submit a claim?
You can submit a new claim for a Clix transaction, if this transaction took place at least 30 days ago. Nearly all merchants need at least 30 days to feed transaction data back to EuroClix. You therefore have to wait 30 days before you can submit a claim for this transaction.

Important: a new claim needs to be submitted within 120 days after the transaction date. You can find the Clix transaction on your account statement (clicking date and promotion description). Submitting claims is possible between 30 and 120 days after the Clix transaction.

A claim is always linked to a Clix transaction, so you cannot submit a claim without a Clix transaction.

 

I cannot find the Clix transaction for which I’d like to submit a claim?
A claim is always linked to a Clix transaction. If you cannot find the Clix transaction on your account statement , you cannot submit a claim. It is possible that the Clix transaction is not visible in the Claim Clix section of your account statement.

 

Which information should I include when submitting a claim?
When submitting a claim you should include the following information:

  • The Clix transaction the claim relates
  • The purchase amount
  • Order number
  • Customer number
  • Detailed information such as: the email address used to register with the merchant, your name, address, or other relevant information. Some merchants need additional information. If that is the case, we will ask you for additional information and notify you by email and via the My claim status section. We would appreciate it if you send us the information requested within 2 weeks. If you send the information in time (120 days after the Clix transaction date at the latest), we can still process your claim.

 

What happens after I submit a claim?
Within 2 weeks after being submitted, your claim will be processed. Your claim status will change from "to be processed" to "ready to be sent". The status of the Clix related to the transaction for which you submitted a claim will not change.

Your claim should be dealt with within 120 days, but we try to do this more quickly. EuroClix often depends on how quickly merchants respond. The claim status will change during this period. The claim will eventually be honoured or rejected, which means the Clix related to the transaction for which you submitted a claim will appear as available or cancelled on your account statement. It is also possible that more Clix will become available than previously stated.

 

Can I modify my claim?
A claim can be modified from the moment it is submitted until the moment it has been processed. EuroClix offers members the possibility to communicate with member service through the detailed "My claim status" section. You can also delete or restore a claim yourself, before it is processed by EuroClix.

 

What should I do when a claim resolves itself?
If a claim resolves itself (e.g. if the Clix become available), you can delete it yourself in the "My claim status" section, provided that EuroClix has not started processing the claim yet (i.e. the status of the claim is "to be processed"). If EuroClix has already started processing the claim, please contact us to let us know that we should delete the claim.