New claims "appeals" process
Posted: Wed Apr 04 2012 11:38am
As we pride ourselves on having a very small % of "problem" transactions, and then dealing with any such claims efficiently, we regularly publish stats on how we're doing. But recently we also provided this report so that any member is able to check on our progress at any time
As you will see, we have a couple of claims overdue, which is disappointing. But we're chasing the network to get these resolved ASAP. Overall, I think we're doing quite well
Since imutual started, only 1.8% of "claimable" transactions (i.e. ignoring daily clicks etc) have had a problem that required the member to submit a claim.
Of those 274 claims, only 16 have been rejected. Or put it another way, in only 0.1% of cases did a member fail to get their promised cashback due to a merchant rejecting a claim.
But as I'm determined to establish imutual's reputation of the most trustworthy 100% cashback site, I want to provide even further reassurance. While we can't go as far as to guarantee ANY cashback (due to the fact that this makes us vulnerable to bogus claims), I do want to give people a further means of appeal when we decide to reject a claim due to a merchant's failure to pay up.
The idea is to have an appeals process where you, the shareholders, decide whether we should award a member's claim. The idea is that we make available all the facts regarding the claim (in a discussion topic), the member has the chance to put their case, and you lot make the decision. In making your decision, you have to take into account:
- whether the member appears to done what could reasonably be expected in order to earn the promised cashback
- what the merchant has stated
- the previous track record of both the merchant and member
- the monetary cost to imutual of honouring the claim
- the possible damage to imutual's reputation of not honouring the claim
- whether honouring the claim makes imutual vulnerable to bogus claims in the future
More information on this proposed "appeals" process can be found here
If a member has their claim rejected, we will make them aware of their 'right of appeal' and, if they choose to do so, we'll start a topic (and poll) about their claim so that you can debate and decide. I would hope and expect that there won't be a need for many such 'appeals'
I hope you'll agree this is something that helps us to stand out and gives a good impression of imutual to prospective new members who may have been frustrated when using other cashback sites
Let me have your thoughts and feedback!
As you will see, we have a couple of claims overdue, which is disappointing. But we're chasing the network to get these resolved ASAP. Overall, I think we're doing quite well
Since imutual started, only 1.8% of "claimable" transactions (i.e. ignoring daily clicks etc) have had a problem that required the member to submit a claim.
Of those 274 claims, only 16 have been rejected. Or put it another way, in only 0.1% of cases did a member fail to get their promised cashback due to a merchant rejecting a claim.
But as I'm determined to establish imutual's reputation of the most trustworthy 100% cashback site, I want to provide even further reassurance. While we can't go as far as to guarantee ANY cashback (due to the fact that this makes us vulnerable to bogus claims), I do want to give people a further means of appeal when we decide to reject a claim due to a merchant's failure to pay up.
The idea is to have an appeals process where you, the shareholders, decide whether we should award a member's claim. The idea is that we make available all the facts regarding the claim (in a discussion topic), the member has the chance to put their case, and you lot make the decision. In making your decision, you have to take into account:
- whether the member appears to done what could reasonably be expected in order to earn the promised cashback
- what the merchant has stated
- the previous track record of both the merchant and member
- the monetary cost to imutual of honouring the claim
- the possible damage to imutual's reputation of not honouring the claim
- whether honouring the claim makes imutual vulnerable to bogus claims in the future
More information on this proposed "appeals" process can be found here
If a member has their claim rejected, we will make them aware of their 'right of appeal' and, if they choose to do so, we'll start a topic (and poll) about their claim so that you can debate and decide. I would hope and expect that there won't be a need for many such 'appeals'
I hope you'll agree this is something that helps us to stand out and gives a good impression of imutual to prospective new members who may have been frustrated when using other cashback sites
Let me have your thoughts and feedback!