Q. What is Cashback?
A. Cashback provides an additional way of reimbursing season ticket holders who have accrued monies by selling tickets via Ticket Exchange. There may also be occasions when this service will be used to refund our other membership levels when it hasn't been possible to refund their method of payment directly.
Q. When will the Cashback facility be available?
A. The official club channels will be updated each month to notify members of the available window to use the Cashback service. The next Cashback window will be available from 10am on Monday 1st June until 10am on Wednesday 10th June 2020.
Q. I have several members in My Network; can I use the Cashback service for them?
A. No, each individual member will need to request their own funds by logging on to their online account.
Q. Who is eligible to use the Cashback service?
A. This service is available to Platinum and Gold members (including Family Enclosure and disabled members) who successfully sell their seats via the Ticket Exchange. There may also be occasions when this service is made available to other membership levels when it isnt possible to refund their method of payment directly.
Q. What information do I need to use the Cashback service?
A. You will need to confirm the following;
- Name of the account holder
- Name of the bank/building society
- Sort code
- Account number (Must be a UK bank account)
Q. Can I use a non UK bank account to withdraw my funds?
A. This isn’t possible, the system that is used to send members the funds can only submit to UK bank accounts. Please call our Service Centre on 0207 619 5000 for further assistance.
Q. What happens if I enter incorrect bank account details?
A. Please ensure that you enter the correct bank details, any incorrectly submitted details will result in a failed transfer request and you will have to wait until the next available window to resubmit your withdrawal request.
Q. How long will it take for the funds to be transferred to my bank/building society?
A. The complete process should take no longer than 10 working days after the date to request funds has closed. Thereafter, please check your bank/building society account.
Q. What description will be listed on my bank statement next to the credited funds?
A. The description will show as Arsenal Football Club.
Q. Can I Transfer my funds immediately after my seat has sold for a fixture via the Ticket Exchange?
A. No, the available windows to submit a transfer request will be advertised on Arsenal.com.
Q. What happens if I submit incorrect account details?
A. You won’t be able to transfer the funds and will be prompted on what field has been completed incorrectly which will need to be rectified before proceeding to request a withdrawal.
Q. Will I be notified if my withdrawal request fails?
A. No, but you will be able to view the transaction in the ‘My Account’ tab on the online box office once it’s completed.
Q. How do I change/update my account details if they change after submitting a withdrawal request?
A. Unfortunately, this won’t be possible. You will have to wait for the next window when the service is available before you can resubmit a withdrawal request.
Q. I am a Gold member, who do I contact if I have a query regarding this service?
A. Gold members please call the contact centre on 0207 619 5000 (option 1) who will be able to assist with your query.
Q. I am a Platinum member, who do I contact if I have a query regarding this service?
A. If you are a Platinum member please call on 0345 262 0001 who will be able to assist you with your query.
Q. How will I be made aware that my funds have been submitted successfully into my account?
A. The status of your withdrawal request can be viewed at any time after a successful submission by viewing the Ticket Exchange tab in the ‘My Account’ section of the online box office. It can take up to 10 working days for the funds to clear into your account and once the funds have cleared it will show as ‘paid’.
Q. Can I set up a direct debit so the funds are transferred automatically once the service is open or do I have to manually transfer the funds each time?
A. You will have to login and request the funds manually in each available window when the service is enabled. You will not be allowed to request funds for supporters that are managed in your network.
Q. What happens if I don’t use the service and leave the funds in my account?
A. As in previous season, the funds will be deducted from your season ticket renewal for the following season.
Q. Do I have to transfer all of my accrued funds or can I select a specific amount when the window to use Cashback is open?
A. You can select any amount within your account with a minimum withdrawal set of £10.
Q. Can I leave my account funds to build up over a period of seasons or do they need to be cleared by a certain date?
A. No, the funds will need to be cleared from your account at the end of each season.
Q. If I don’t renew my season ticket is there a window that I can withdraw my funds at the end of the season?
A. If you don’t renew your season ticket then we will advertise the date when you will need to login and withdraw your funds before the service closes for that season.
Q. I am a Platinum Member and have renewed my season ticket for the subsequent season, I have also sold my seat(s) via Ticket Exchange after this time - can I still withdraw funds?
A. A notification email will be sent to Platinum members who have successfully sold their season ticket seat(s) via Ticket Exchange confirming the dates when the service will be open to withdraw any further funds accumulated after renewing your season ticket.
Q. Can I use my account funds to purchase Home/Away tickets or merchandise from the retail store?
Q. Will there be any fees charged for using this service?
A. No, there will be no charge for using this service.
Copyright 2020 The Arsenal Football Club plc. Permission to use quotations from this article is granted subject to appropriate credit being given to www.arsenal.com as the source.