If Cashback you’re expecting in your ShopBack account isn’t there, this guide will show you how to report your missing Cashback.
Note: You’ll only be able to file a report 7 days after your purchase date to account for Cashback processing time.
Before you report it, you may want to check out Cashback tracking issues: Missing or incomplete Cashback. It details the most common explanations for why your Cashback might be missing.
- Go to Account → Support → Report an issue.
- Select Missing Cashback
- Fill in the relevant details. Select the store you bought from in the dropdown menu and when you bought it. Then tap Next.
- Enter your Order ID number. You should’ve received your order ID from the store you purchased at, by email or SMS or as a physical receipt.
- If you can’t find the order ID, you can contact the store to ask for it.
- Different stores may have different names for this, such as order number, booking ID, receipt ID, etc.
- If you submit a report while your Cashback is still being processed, we’ll let you know when to check again.
- If we can’t identify your order ID, we’ll ask you for more details:
- Purchase amount
- Currency used to pay
- Coupon code if applicable
- Your order confirmation image: This can be a screenshot (email confirmation, receipt, etc) that proves your purchase in .PNG, .JPEG or .PDF format.
- After filling in the details, click Send My Report.
- After submitting, you’ll receive a confirmation email from us detailing what’s next. Your investigation can take up to 120 days so we appreciate your patience.
- Hover over the Account icon next to your Cashback earnings and click on Cashback Overview.
- Click Report a Missing Cashback.
- When ShopBack Help appears on the side, choose your transaction type.
- Fill in the relevant details. Select the store you bought from in the dropdown menu and when you bought it. Then click Next.
- Enter your Order ID number. You should’ve received your order ID from the store you purchased at, by email, SMS or as a physical receipt.
- If you can’t find the order ID, you can contact the store to retrieve it.
- Different stores may have different names for this, such as order number, booking ID, receipt ID, etc.
- If we can’t identify your order ID, we’ll ask you for more details:
- Purchase amount
- Currency used to pay
- Coupon code if applicable
- Your order confirmation image: This can be a screenshot (email confirmation, receipt, etc) that proves your purchase in .PNG, .JPEG or .PDF format.
- After filling in the details, click Send My Report.
- After submitting, you’ll receive a confirmation email from us detailing what’s next. Your investigation can take up to 120 days so we appreciate your patience.