• Susan won 2500 Kerching Credits
  • Rebecca Won £2000 TUI Voucher
  • James Won £250 Tesco Voucher
  • Alex Won £100 Restaurant choice voucher
  • Donna Won £150 Nando’s Voucher
  • Lewis Won £2000 One4All voucher

Frequently Asked Questions

About Shopping

Why isn't my order showing in my account?
Normally, it takes between 30 minutes and 5 business days for your order from the date of purchase to show up in your account as “Pending”, however, it can take up to 32 days depending on the type of purchase for points to appear as “Pending”. If it does not show up after the first initial 32 days and the store’s Special Terms do not state any time-based exceptions, please contact our Customer Service. Be sure to provide the following when you write in:

1. Full Name

2. Store Name

3. Date Of Order

4. Time Of Order

5. Order Number

6. Subtotal (not including shipping/handling, taxes)

Can I return or cancel an order and still get Credits?
No. If you return, exchange or cancel part or all of a purchase, appropriate number of credits earned would be reversed for that purchase.
How soon after I shop are credits rewarded to my account?

Typically, it takes between 30 minutes and 7 business days for the purchase to appear as “Pending” in your account area. Once pending, it can take anywhere from 28-75 days from the date of your purchase for your credits to be awarded. 

If you do not see your purchase pending after 7 business days, please reach out to our Customer Service team for review of your purchase. Be sure to include a full screenshot of your order details. 

Some exceptions may apply:

  • Travel purchases can take up to 75 days after travel is completed as opposed to the date of purchase. 

 We reserve the right to request receipts of completed purchases prior to or after the awarding of credits in order to verify with the applicable merchant that such purchases are valid.

Why don't I see some of my favourite online stores?
We work daily to ensure our members will enjoy a variety of goods and services from quality merchants.
If I choose to pay for the purchase using a gift card, will I be eligible for credits reward?
Using Gift cards to purchase are generally not eligible for credit rewards, but there are some exceptions. Check your store’s Special Terms for more info.
Do I Earn credits For Every pound I Spend With A Store?
It depends on the individual store:
With most stores, you may earn credits based on your net purchase (subtotal) amount
With some stores, you may earn a flat number of credits irrespective of the purchase amount
With some, you may earn a little bit of both!
With some stores, you may earn credits only for items in certain categories. See the store’s Special Terms.

Net purchase amount excludes taxes, shipping, and handling, fees, gift-wrapping, coupons/discounts or credits, returns or cancellations.

About Surveys

Why are surveys not for me?
We partner with market researchers to provide earning opportunities to our members in the form of surveys. Our partners require accurate data for their research and often include questions in surveys to ensure respondents are providing thoughtful and honest answers. On multiple occasions, your answers were inconsistent with data provided previously in your profile or during the survey process or otherwise indicated you were not providing genuine feedback. In order to maintain quality standards for our survey partners and to protect the availability of survey offers for our other members, we can no longer provide you with survey opportunities.
I completed a survey, but did not receive credits. What can I do?
There may be instances where you successfully completed a survey and never received your credits. Here are a few reminders and tips.
Not every survey will result in a completion as many surveys are looking for a specific set of users (Ex: 25-year-old males that travelled to Las Vegas in the past year). In such cases, we can’t give you the full credit amount. Verify the messaging you received upon completion of the survey to ensure this was indeed a completion and not a disqualification event.
Some surveys may be credited to your account on a delay. In such cases, you will be told about this when starting the survey. (Ex: “The survey you are about to complete will not be credited instantly and may take up to 7 business days for crediting”).
If you have still not received your credits for completing a survey, please contact our support team
1. Survey ID
2. Survey credit Amount
3. URL of the survey
4. Screenshot of completion
By providing this information upfront in your ticket to us, we will be able to offer you faster resolution. We do suggest writing down the Survey ID before clicking on the survey for reference if an issue occurs.
In what cases will I NOT receive credits for doing surveys?

You will not receive your credits and your member account may be closed if you engage in any of the following activities:

  • Register by providing false or misleading information.
  • Provide false or misleading information in our surveys or profiles in an attempt to qualify.
  • Demonstrate inattentive behaviour such as speeding through a survey or entering information that is ineligible.
  • Create multiple accounts.
  • Complete a survey more than one time.
  • Forward your invitation to someone else, unless directed to do so.
  • Complete a survey well under the average length of the interview as recorded in our system.
  • Post our survey links on the Internet or advise others on how to qualify.
Why did the survey disqualify me before I finished?

It is very frustrating to invest time and effort into a survey then get opted out mid-process or especially at the end of an interview. Please understand that each survey serves a specific purpose for each research company that we work with. For example, if the answers you provide are not consistent with the type of person they are looking to survey, the data will be excluded from the final results as a result, the survey will end. 

These sudden exits are not always based on your demographic information and can be based on a set of responses you provided during the survey. For example, some surveys might ask you the same question twice to make sure that you are paying attention. Conflicting answers will result in a disqualification. The best way to make sure this does not happen is to pay close to the surveys you are completing and being as honest as possible.

What if a survey encountered a technical error?

We strive to ensure the best survey-taking experience for our members, however, there is always a chance that a technical error may occur. If your survey encounters an error, rest assured that our team will be investigating the issue with a focus on getting our members back up and running as soon as possible.

Will I receive unsolicited emails as a result of my participation with Kerching’s Surveys?

No. In some instances, you may be presented with a special offer which requires sharing some personal information (typically email address) with a 3rd party web site. These offers are always voluntary in nature, and will always be accompanied by an explanation of the manner in which your information may be used.

About Gift Vouchers

How long does it take to redeem Rewards?

Here at Kerchingandwin.co.uk we want you to enjoy your experience and your Rewards. You can redeem your Credits for Rewards as soon as the Credits are in your account. It generally takes up to 10 business days to receive your reward.

Can I use an e-Gift Card in stores or only online?

Every merchant has different rules about where and how their e-Gift Cards can be used. Make sure to read the full description on the Rewards details page to know where the e-Gfit Card can be redeemed.

I don't see a Reward in the Rewards Store that was there in the past. What's going on?

Some of our Rewards are limited, so if it runs out then it is no longer available for redemption. Just because a Reward runs out doesn’t mean we won’t be getting it again in the future, so make sure to keep checking the Rewards Store for current available Rewards.

There is a problem with the Reward I ordered. What do I do?

Please contact our customer support team if you have a problem with your Reward. Our support team will be able to assist you with any issues that may arise.

What is your return policy on Rewards?

Once a Reward is purchased from our store you become the owner of the gift card code. At that point, we are unable to refund the credits back to you. Please be sure to read all terms on the gift card before you purchase. 

How do I verify my PayPal Reward?

To snag a Paypal Reward, please be sure your Kerchingandwin.co.uk full name and email address are an exact match to your PayPal account. It is also required that your PayPal account is verified. 

Verifying your Paypal account consists of linking a bank account to your PayPal account, being approved for PayPal Smart Connect, or PayPal Plus MasterCard®. 

General

What are "cookies" and how do I enable them?

Cookies are small pieces of information stored in your browser. We use them so that the store knows how much commission to pay us, and we know how much to pay you if you win! They’re probably enabled already but if they’re not, you can discover how to enable them on your browser at http://www.whatarecookies.com/enable.asp.  

Make sure to clear all cookies before using Kerching. This way, once in our site, you can enable our cookies so your purchase can track without interference.

How do credits work with subscription items?

You will only get the stated amount of credits when you make your first payment, you will not get any credits on the following months.

Why haven’t my credits from my Tesco shop or ASDA shown up in my account?

If you are a new customer to Tesco’s or ASDA online, you’re credits should automatically be applied to your account (Usually instantly but this can take up to 24 hours). If you’re an existing Tesco’s or ASDA member, then please contact us with proof of purchase and we will manually credit your account with 1 credit.

Untracked Reserve & Collect

 All products purchased via Reserve & Collect at any retailer must be purchased on line and paid for so it can be processed through Kerching properly. There may be a chance that items can be untracked and not processed through the Kerching system, therefore we cannot under any circumstances track an item that has been bought and then paid for at the collection site if untracked. 

Prize Draws

What prize draws can I enter?

We currently run over 10 prize draws at any one time, with most lasting 7 days. You can view all currently available prize draws by clicking here.

How long do I have to claim my prize?

If you are a prize draw winner we hold your prize for a total of 7 days – you will be automatically notified by email to check your account when prize draws end. If you do not claim your prize within this timeframe you will lose the right to receive it.

How do I enter prize draws?

To enter prize draws login to your kerching account and proceed to the Prize Draw page. Find your chosen prize draw and click “enter now”.

When do I found out whether I've won?

Most Prize Draws last 7 days so if you enter early you’ll need to wait until the draw expires. When this happens we’ll send you a notification by email. Remember at any time you can go to your account menu and view the status of your current prize draw entries.

How will I get my prize

If you are a winner you will be prompted in input your contact details and address. This will then allow us to forward on your prize

How long will it take to get my prize

On average prizes are sent out within 45 days but on occasions this may take longer

Why does it take so long for prizes to be dispatched?

This allows the retailer’s time to confirm your transaction. Once your transaction has been confirmed by the retailer we will send your prize straight out.

What if a retailer declines my transaction?

We would have a look at what the reason was for the transaction to have been declined. If it was declined through no fault of your own then we would still honour your prize and send it straight out to you.

If a transaction is declined due to you cancelling the item, returning the item, if you are declined (Only applicable on credit orders) or through any fault of your own, we then reserve the right to withdraw the offer of the prize.

Can I swap my prize for a different prize or money?

No. The prize that you win will be the prize that you receive*. This prize cannot be exchanged for Cash, Vouchers or anything else.

How will I know if I have won?
Once a prize draw closes we’ll send you an email to let you know. Simply log into your Kerching account and navigate to Prize Draws. From here click the button and see whether you’ve won!
How can I claim my prize?

Simply fill out your details on the form that appears on screen when you check whether you’ve won a prize draw

What do I do if my prize arrives damaged?

Always check your item before signing for it from the delivery driver, this way if it is damaged you can refuse delivery. If you have already signed for your item before checking the condition then please email support@kerchingandwin.co.uk and include pictures and a description of the damage. PLEASE NOTE THAT ANY DAMAGE MUST BE REPORTED WITHIN 24 HOURS OF RECEIVING DELIVERY

Will my prize include a warranty?
We do not provide any warranties for any of the prizes we give away. You should check directly with the manufacturer as they often include a warranty as standard.

Troubleshooting

I can't log in to my account

Eep, we’re sorry if you’re having trouble logging in. If you can’t remember your password you can request a reset on our login page.

If you are having issues logging in to your account, please send us an email to Support@kerchingandwin.co.uk  with a screenshot of the error message received when attempting to log in.

What if I’ve forgotten my details and can’t login?

Just click Forgot Password and you will be sent an directions for changing your password to enter your account. We do not change or update any emails.

I made a transaction but didn't receive my credits

It can take up to 48 hours for us to automatically apply your credit following a transaction although for most retailers we can do this much much faster (due to reporting restrictions for eBay it may take up to 5 days). If you’ve not received any credits after this time period please let us know on support@kerchingandwin.co.uk.

I'm having an issue with something else
If you’re a bit stuck, don’t hesitate to send us an email to support@kerchingandwin.co.uk and we’ll be back in touch ASAP.