Why was my receipt / upload declined?

When uploads in our system are processed, we are checking that receipt images meet all offer requirements. We have tailored our decline responses to provide our members with more detail about what went wrong with their submission.

Please make sure that you have subscribed to our emails, because we want to keep you in the loop about your submissions!

Here is a quick breakdown of the reasons an upload will be declined –

• BROKEN IMAGE LINK – this means that something went wrong during upload, and there is no visible receipt image (even though we know you uploaded one!)
• BLURRY IMAGE – this happens sometimes when parts of the receipt are just a bit too out of focus and we can’t read the relevant details.
• $5.00 REQUIREMENT NOT MET - for our generic receipt collection, we require members to spend a minimum of $5.00 at the retailer. Failure to spend $5.00 or more will result in a decline. On occasion, we receive submissions that show discounts have been applied, and while these can be approved, our system may make a mistake here or there. Let us know if we should make a correction. 
• Costco Auto-servicing / Gas / Liquor - Currently, we are only accepting Costco GROCERY receipt submissions. Receipts from different Costco departments are not accepted. 
• DUPLICATE SUBMISSION - This means that this receipt has already been submitted to our system. Any receipt may only be submitted once.
• INCOMPLETE UPLOAD - similar to a Broken Image Link, something went wrong during upload and the full receipt image didn't make it through, so we are unable to approve the receipt.
• INTERNATIONAL CUSTOMER - currently, we only accept Canadian receipts.  
• IRRELEVANT IMAGE - on occasion, an image that is not a receipt is submitted. We assume that this happens accidentally. When you receive the decline, resubmit the right image/receipt!
• ITEM NOT FOUND - this decline will come when the upload came through correctly and we have reviewed the receipt but can not see that the correct item was purchased. We review receipts for product names/descriptions and UPCs (Universal Product Codes).
• MISSING DATE – this means that there is no visible date on the receipt and we can’t confirm that the purchase was made in the correct time frame (this is usually due to a receipt date being on the back of the receipt!).
• MULTI-BUY OFFERS - if an offer requires that 2 products are purchased together (BUY 2), the receipt will not be approved unless the 2 products have been purchased.
• MULTI-BUY OFFERS with MULTIPLE RECEIPTS - if an offer requires that 2 products are purchased together (BUY 2), both items must be on the same receipt. If 2 receipts have been submitted, we can not approve the submission. 
• OFFER REQUIREMENTS NOT MET - some of our offers have a few steps that members must follow in order to redeem (for example, we may require a Caddle promo code to be used or it may require the purchase of the item on offer be made through a specific link, etc.). The easiest way to avoid a decline due to offer requirements is to follow the offer details exactly. 
• ONLINE ORDERS MISSING PACKING SLIP - if you are submitting to any offer but have made the purchase online, the submission must show proof of delivery or pickup! We need to know that the order can't be cancelled. 
• OUTSIDE OFFER TIME FRAME - this means that the date on the receipt does not match the offer time frame. Please make sure to review the time frame before making a submission!
• SIMILAR BUT INCORRECT ITEM PURCHASED - this means that though the item purchased is similar to the item on offer, it does not match exactly. This may mean that the wrong flavour or size was purchased. 
• RECEIPT SHOWING RETURN - we can not accept receipts that show that the item on offer was returned. 
• SUSPICIOUS RECEIPT - this means that the receipt looks like it has been manipulated or edited. Members may not write on or change receipts to adjust receipt details. 
• TOO MANY RECEIPTS - our system is only able to review one receipt per submission, so if an upload has been made with more than one receipt, we must decline and request individual submissions. 
• WRONG QUANTITY - on occasion, the redemption quantity claimed might not match the quantity on the receipt, which will result in a decline. 
• WRONG RETAILER - if there is a requirement or restriction related to WHERE the item MUST be purchased, if the receipt shows a different retailer, the submission will be declined. 

If you receive a decline and there has been an error, that's where our Member Success team come in and help resolve the problem. Errors can occur, are never intentional and we are always happy to help!

If you aren't able to resubmit without our assistance, please submit a Support Request to our team and we'll get back to you as soon as we can!