If you’re expecting Cashback from a purchase but it’s not reflecting on your account, let’s help you figure out why and what you can do.
What you can try
If you’re sure there’s an error, you can always file a missing Cashback report.
Use this checklist to work out whether to submit the report
Unfortunately, if you didn’t click through to the store using ShopBack before your purchase, we won’t be able to track your order and earn you Cashback.
You can also refer to Cashback tracking tips to ensure your Cashback is tracked accordingly.
If your bonus Cashback is missing, rejected or still pending, it’s possible you haven’t met all requirements to earn bonus Cashback. Check the terms and conditions, including crediting time periods and qualifying minimum spends before filing a missing Cashback request.
Report missing Cashback
If none of the above helps explain why your Cashback is missing, check out Report missing Cashback on how to file a missing Cashback report.
If you don’t see an option to file a missing Cashback report
Missing Cashback reports must be made within 30 days from the purchase date. After 30 days, the option to report it will be unavailable.
Or, you may have not visited the store via ShopBack. We keep track of the stores you visit using ShopBack. If the purchase happened without our facilitation, you won’t be able to file a missing Cashback report.