I didn’t receive my Metalback - what should I do?
Any changes to your purchase, including cancellations or a full or partial refund means that it will no longer be eligible for Metalback. This also applies to purchases where we have already credited Metalback to your Kinesis account; in such instances, we will attempt to reclaim it.
If you completed a purchase via the Metalback hub, and have not received your earnings after 150 days, contact our Support Team here.
Understanding Metalback cancellations
Sometimes, after a Metalback has been paid to you, a purchase may be refunded. This can lead to the cancellation of the transaction by the merchant, affecting the Metalback payout.
Why Does This Happen?
After your transaction is approved and a Metalback is paid out, you might request a refund from the merchant. If the merchant cancels the transaction with our processing partner, we are in no position to give you Metalback, and our processing partner might commence automatic refund of the Metalback earnings.
Common Scenarios
- Auto-Approved or Fast-Track Approved Transactions: These transactions are more prone to cancellation if refunds are requested after approval.
- Other Reasons: There can be other legitimate reasons for transaction cancellations post-approval.
How It Affects You
When we learn of such cancellations, our processing partners aim to recover the paid Metalback from the customer's Kinesis account. These are rare scenarios and are designed to prevent fraud.
Our goal is to ensure transparency and maintain fairness of the Metalback program. If you have questions or concerns, our support team is ready to assist.
Why it takes up to 150 days?
Receiving Metalback rewards can take up to 150 days due to the need for thorough verification processes. This period ensures that transactions are legitimate and helps prevent fraudulent activities, which are particularly concerning in high-value categories like advance flight bookings and luxury purchases, including jewellery.
For example, transactions involving advance bookings or high-end items are often more susceptible to cancellations or modifications. This potential for change requires a longer verification period to ensure that the purchase is fully settled and not subject to refunds or disputes, which could otherwise lead to unwarranted rewards being issued.
By allowing up to 150 days for the Metalback to be credited, Kinesis protects both users and merchants from potential fraud. This approach helps maintain the integrity of the Metalback program and Kinesis system as a whole and ensures that gold is only issued for valid, completed transactions.