Making a purchase through StartHere.com.au and then having it fail to appear in your account is frustrating. We know that, and we're sorry you've even had to look at this FAQ and that you're having to spend time trying to fix this problem. Below is an outline of some of the reasons the purchase might be missing, how you can potentially fix the problem, and what to do if all else fails.

It's Just A Delay
Sometimes it just takes a few days for a purchase to appear as a transaction that's Tracking in your account. If fewer than 2 business days have passed since you made the purchase, we'd suggest just waiting a bit longer and checking back. Hopefully it's just a delay.

There Was A Tracking Problem
StartHere.com.au relies on "Cookies" to track your purchases. If you want to learn more about Cookies click here - if you haven't read this short section we'd suggest it's a good idea anyway.
Cookies sit on your computer and tell the store that you've come from StartHere.com.au, and therefore when you make a purchase you're entitled to a cash refund from us. If for some reason the Cookie didn't track properly, we have a problem. The most common reason that Cookies don't track properly are: (a) we weren't the last place you visited before buying, which means another website might have been credited for sending you to the store, (b) an old Cookie was still hiding on your machine and hadn't been cleared, or (c) you're computer is not set up to accept Cookies.
Note that in order to receive refunds from StartHere.com.au, your computer must be set up to accept Cookies and it's a good idea to clear Cookies from time-to-time. Again, to learn more about Cookies click here.

The Store Has Made a Mistake From time to time, the store will make a mistake. The Cookie was set up correctly, you did everything right, but the store just gets it wrong. This is frustrating for everyone, and ultimately bad for the store's brand too.


WHAT CAN WE DO ABOUT IT?
Unfortunately it's actually very difficult to find missing transactions and convince the stores to pay up the refund. That said, some are better about it than others; some stores will honour a refund happily, whilst at the other extreme some won't even discuss a missing transaction.

Let Us Query A Missing Transaction
Of course, we're very keen to query and follow up any transaction you think is missing. Provided the store will process transactions queries - the store page will detail if they don't - please click here to access our Query Form. You will also need to know some of the details of your purchase, and will need a copy of the receipt. We will do our absolute best to chase this up and get you your missing refund.

For Diamond and Black Members
If you're a Diamond or Black member, you have access to an exclusive service. For you, we have special access to our partner stores and they will work closely with us, including over the phone (which is rare!) to try and find your missing transaction.

Related Questions:

How long will it take to get paid? When your purchase is in the Tracking or Approved stage, we provide an Estimated Payment Date. This is the date we estimate the transaction will move into the Paid stage. It is based on the history of payments and our experience, so keep in mind it is only an estimate.

Why don't I just get paid immediately?
Different stores pay at different speeds. There are two main reasons for the delay. Firstly, there is an administration overhead and it just takes time to process. Secondly, many stores will deliberately place a short delay on the process to account for customers that return goods (it's hard for a store to get back a cash refund once it's paid out, even if goods are returned!) Rest assured, as soon as we receive payment from the stores, we pass it on to you immediately.

My purchase is staying in Tracking for ages. What should I do?
Be patient, some stores take a lot longer than others. If more than 4 weeks has passed, you might want to query the transaction.
Click Here for more information on transaction queries.

When and how can I access the cash in my account?
Click Here for more information transferring your cash refund.