Frequently asked questions for "My claim status"

 

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How do I check the status of my claim?
You can check the status of your claim in the My claim status section. This overview shows all claims that have been submitted and processed in the past 12 months.

 

Which kind of statuses are there and what do they mean?
You can find the status of your claim at the top of the detailed claim overview. Each claim can have one of the following statuses:

  • To be processed
    On average, we will wait 2 weeks from the moment a claim is submitted) before we start processing a claim. Every new claim gets this status first.
  • Insufficient information
    We have asked you for additional information about this claim via email and through the EuroClix website (in the "My claim status" section).
  • Ready to be sent
    We have received all information we need to process your claim, so it can be sent to the merchant. On average, we send off claims twice a month.
  • Sent to merchant
    We have sent your claim and the information provided to the merchant. We are currently waiting for a response or solution. If we have not received any response after one month, we will send a reminder to the merchant. We will inform you as soon as the merchant has come up with a response or solution. It is not unusual for this process to take a few months. Rest assured that we are closely monitoring your claim.
  • Reminder sent to merchant
    The merchant has not responded to our first request to investigate the claim, so we have sent a reminder. We will inform you as soon as the merchant has come up with a response or solution. This process might take up to 2 months.
  • Honoured
    We received a response from the merchant. The merchant has acknowledged that the transaction was valid and that it was carried out through the EuroClix website. Your claim has been honoured and the corresponding Clix have been made available on your account.
  • Rejected
    We received a response from the merchant. The merchant does not acknowledge the transaction and has rejected your claim. We will therefore not receive any commission on this transaction. A possible reason for the rejection of your claim is that the transaction was carried out through a different site than the EuroClix website. The merchant has therefore paid commission to a different website. Another possible reason might be that the merchant considered the transaction to be unreliable. We always try to let you know the reason, but it is not always given. Your claim has been rejected and the corresponding Clix have been cancelled.

 

How do I know that the status of my claim has changed?
Every time we change the status of your claim, we will let you know by adding the new status to your claim overview. We also add a description, such as:

Claim status changed from "to be processed" to "ready to be sent".

In some cases, we may choose to send you an email, e.g. when we need additional information to process your claim.

 

Why did my claim get the status "rejected"?
There are different reasons why a claim is rejected. It might be that the merchant does not acknowledge your claim because they couldn’t retrieve the transaction. EuroClix will therefore not receive any commission on this transaction. It is also possible that the merchant has paid commission to a different website than EuroClix, because the transaction was carried out through a different website. Sometimes a merchant considers the transaction to be unreliable and therefore rejects it. We always try to let you know the reason, but we cannot guarantee this. For your convenience, we keep a record of every merchant’s tracking reliability, and the percentage of claims submitted and honoured.

 

My claim has been rejected or honoured. What happens next?
The claim will eventually be honoured or rejected. The Clix related to the transaction for which you submitted a claim will now appear as available or cancelled on your account statement. It is also possible that more Clix than previously stated will become available. We also inform you about the final status of your claim.

 

Does the overview include all the claims I submitted or only the most recent ones?
The overview includes all the claims you have submitted in the past 12 months.

 

How long does it take for my claim to be processed?
Your claim should be processed within 120 days, but we try to do this more quickly. EuroClix often depends on how quickly merchants respond. After this period, the status of your claim will change to "honoured" or "rejected" and the corresponding Clix will be made available or will be cancelled.