If your claim was rejected by KAST, this article will help you understand why it happened, what you can do next, and how to avoid rejections in the future.
What Are the Most Common Reasons for Rejected Claims?
Your claim may be denied for one or more of the following reasons:
- Incomplete information: Missing transaction IDs, screenshots, or details needed to verify your claim.
- Invalid claim type: The issue reported doesn’t qualify under KAST’s refund, chargeback, or promotion policies.
- Missed deadline: Claims submitted after the allowed time window (for example, chargebacks beyond 50 days).
- Duplicate submission: A previous claim for the same transaction is already being processed or resolved.
- Non-qualifying activity: The transaction was valid and authorized, so it doesn’t qualify for a claim or chargeback.
Review the specific rules or policy of the claim type you’re filing. Each has its own eligibility and documentation requirements.
How Do I Know If My Claim Was Rejected?
You’ll receive a notification or email from KAST confirming that your claim wasn’t approved. This message may include the reason for the rejection, along with any instructions on what to do next. If additional information is needed to reassess your case, the message will outline exactly what to provide and how to send it to our team for review.
What Should I Do If My Claim Was Rejected?
If you believe your claim was wrongly rejected, follow these steps:
- Review the message carefully to understand the stated reason.
- Gather supporting documents such as receipts, screenshots, or communication history.
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Contact KAST Concierge and include:
- Your full name and registered email address
- The claim or transaction ID
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A short summary explaining why you believe the claim should be reconsidered
How Can I Avoid Future Rejections?
To avoid future rejections, make sure to…
- Verify details: Double-check all claim information before submitting.
- Match claim type: Ensure it aligns with your issue (refund, chargeback, or reward).
- Submit on time: File within the allowed submission period.
- Attach clearly: Include all required documents in high quality and readable format.
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Stay organized: Keep all updates in one email or chat thread.
Valid vs. Invalid Claims
Understanding the difference between valid and invalid claims can help you avoid rejection in the future. Use this as a quick reference before submitting your next claim.
| Scenario | Valid Claim | Invalid Claim |
|---|---|---|
| Refund Request | The merchant double-charged your account and hasn’t processed a refund after contact. | You changed your mind after completing a purchase. |
| Chargeback | You were charged for a transaction you didn’t authorize or that failed but still deducted funds. | You filed because a delivery was late or you regret the purchase. |
| Promotion or Reward Claim | You met all campaign requirements and submitted proof within the deadline. | You joined after the promotion ended or missed one of the eligibility steps. |
| Document Submission | You provided all required receipts, transaction IDs, and screenshots. | Missing or unclear documents that don’t verify your case. |
| Timeline | Submitted within the official claim period (e.g., 30 or 50 days). | Filed after the claim window expired. |
Before submitting, ask yourself - “Can KAST verify this issue with the information I’ve provided?” If not, add more proof before sending.
How Long Does It Take to Review a Claim?
Most claims are reviewed within 5–10 business days, depending on the complexity of your case and the documentation provided. If your claim requires additional verification or supporting documents, the review may take a little longer, but you’ll be notified as soon as there’s an update.
Frequently Asked Questions
What if I never received a confirmation after submitting my claim?
Check your inbox (including spam folders) for an acknowledgment email or ticket number. If you didn’t receive one, your submission may not have gone through - contact KAST Concierge for confirmation.
Are certain types of claims automatically ineligible?
Yes. Claims related to buyer’s remorse, voluntary refunds, or canceled subscriptions typically don’t qualify under chargeback or reward rules.
What if the merchant processed my refund after I filed a claim?
If a refund has already been issued, the claim will be closed as resolved. You’ll receive confirmation once the funds appear in your KAST account.
Does the claim review process differ for card vs. wallet transactions?
Slightly. Card-related claims follow payment network rules (like Visa or Mastercard), while wallet transactions are handled directly by KAST’s internal system.
Is there a limit to how many claims I can file?
No formal limit exists, but frequent or repeated invalid claims may trigger compliance reviews. Only submit claims when you’re certain they meet the conditions.
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