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.
Some bank cards can take longer (up to 7 days) to track our Cashback. If you’ve used Scan & Pay, we should be able to track the purchase. But if your Cashback is still not tracked after 7 days, these might be some reasons:
- The debit or credit card you used to pay wasn’t linked to your ShopBack account.
- We can’t track payments for a bulk purchase or an event booking.
Avoid missing out on Cashback next time by linking your cards correctly and using Cashback tracking-friendly payment methods.
Note that the Cashback amount may be capped subject to our partner store’s discretion and the final Cashback amount may be lower than the amount initially tracked.
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.