Cashback tracking depends on factors such as whether ShopBack was able to track your store visit and whether you followed the store's terms and conditions. This guide covers:
- How tracking works and what "Pending" means
- Why confirmation can take time
- A checklist to help reduce tracking delays
- What to do if your cashback looks wrong
Tracking vs confirmation: what the statuses mean
Cashback moves through a few stages:
- Tracked / Recorded — your purchase has been detected and appears in your ShopBack account (often as Pending)
- Pending — your cashback is waiting for the partner store to validate the purchase
- Confirmed — the store has validated your purchase and the cashback moves into your confirmed balance (ready for withdrawal based on your account settings)
- Rejected — the merchant did not approve the cashback (for example, due to a return, cancellation, or ineligible purchase)
For the full definitions, see the Cashback glossary.
Where to check your cashback details
- On the app: Tap on your Lifetime earnings to see your cashback details
- On the web: Hover over your cashback status and click Account information to see your Lifetime earnings
How long should cashback take to track?
For many stores, cashback is recorded in your account within 48 hours. Some stores can take up to 7 days to track.
You can check each store's expected tracking time period on the store page.
Why can confirmation take time?
Even after cashback tracks, it may stay Pending for a while — and that can be completely normal. Here's why:
The store needs to validate your purchase. Stores confirm cashback after checking the order meets their cashback rules (for example: eligible items, correct channel, no disallowed coupon codes).
Returns, cancellations, and changes need time to clear. Many stores only confirm cashback once they're confident the order won't be returned, refunded, or cancelled.
Travel cashback usually confirms after your trip is completed. For most travel purchases, cashback is typically validated after your stay checkout date (timing varies by travel company). See: Cashback status issues (including travel timelines)
If your cashback is Pending, it doesn't mean it's lost — it usually means it's still in the store's validation process.
Check cashback rates for each store
Cashback rates and eligibility for the same store can vary depending on whether you're using ShopBack via app or web. Read the store's terms and conditions for full details.
- On the app: Visit a store through the ShopBack app and tap Cashback Info at the bottom of the screen to see the full details
- On the web: Visit a store through the ShopBack website — cashback rates and details appear on the left. If you're using the ShopBack browser extension, activate tracking and click the extension to see full details
Cashback calculation and tracking
How cashback is calculated
Cashback is calculated based on the rates displayed on each store's page on the ShopBack website or app. For example, if a store offers 5% cashback on a $100 purchase, you would earn $5 cashback.
Read the terms and conditions for each store — requirements can differ. Most stores do not count shipping fees or taxes as part of the cashback calculation.
How cashback tracking works
When you start a shopping trip on ShopBack, your order is tracked using cookies. ShopBack drops a tracking cookie during your purchase to identify whether you qualify for cashback.
Is waiting for higher cashback worth it?
Sometimes — but it depends on the purchase.
Waiting can be worth it if…
- You're not in a rush
- It's a larger purchase, where an upsized rate makes a real difference
- You've checked the store's cashback terms and you can complete the purchase cleanly (no extra tabs, no unlisted codes)
Waiting may not be worth it if…
- You might miss a sale, stock, or delivery window
- The item is urgent and you need it regardless of cashback
- You're tempted to buy more just because the cashback rate is higher
Rule of thumb: Prioritise the final price first (sale price + allowed codes), then treat cashback as the extra win on top.
Cashback tracking checklist (do this to reduce delays)
Use this checklist before you buy — it helps prevent tracking issues.
Set up for success (before clicking "Shop Now")
- Log in to your ShopBack account
- Enable cookies in your browser
- Disable ad blockers / content blockers / privacy extensions, or allowlist ShopBack and the store. Help: Disable Ad Blockers for Cashback Tracking
- Check the store's Cashback Info / terms (especially exclusions and coupon rules)
- Use incognito or private browsing mode when possible to reduce interference from other saved sessions/cookies. Specifically for Marriott International store, do not use incognito or private browsing as it will affect the tracking cookies, resulting in the cashback not being able to be tracked.
While shopping (key tracking steps)
- Start at ShopBack and complete your purchase in one session
- Avoid opening extra tabs or windows, and don't leave to:
- Search for something on Google
- Compare prices on another site
- Click banner ads
- Visit coupon or discount sites
- Don't apply promo codes unless they're listed or allowed in ShopBack's store terms. More detail: Missing or incomplete Cashback
- Don't manually edit the retailer URL during checkout
App vs web (quick checks)
- If you start in the ShopBack app, try to complete the purchase there (don't switch to a different browser mid-way)
- Keep your ShopBack app (and the retailer app, if you're using it) updated
- If you're using the ShopBack website, keep the same browser session from click-through to payment
For large purchases (extra caution)
If you're making a large purchase (e.g. appliances, electronics, travel), take a few extra steps to improve reliability:
Bonus cashback
If your bonus cashback is still pending, check the store's terms and conditions to confirm you've met the requirements. Common requirements include:
- Earning a minimum amount of confirmed cashback (e.g. $10)
- Updating your withdrawal details
Bonus cashback is typically confirmed within 5 days of meeting all requirements.
What to do if your cashback hasn't tracked (or looks wrong)
Step 1: Check the timing first
- Wait up to 48 hours for most stores (some can take up to 7 days to track)
- Check the store's tracking timeframe in the store page's Cashback Info
Helpful reference: How long does my Cashback usually take to track?
Step 2: Check the common causes
If you used:
- An unlisted promo code
- An ad blocker or privacy extension
- Another discount or coupon site during checkout
- Another tab or window (or you left the checkout flow)
…your purchase may not track correctly. See: Missing or incomplete Cashback
Step 3: Report missing cashback
If it's past the store's tracking window and you still can't see cashback, submit a missing cashback request:
To help investigate, have these ready:
- Order number or booking ID
- Purchase amount and currency
- Date and time of purchase
- Any promo code used
- Proof of purchase (confirmation email or receipt)
Tip: Submit your missing cashback report as soon as possible — stores have reporting windows (often 30–90 days from purchase), so acting promptly gives you the widest window for investigation.
Travel bookings: a quick extra note
Travel cashback often takes longer to confirm because it may only be validated after your travel is completed (for example, after your checkout date).
If you booked through a travel partner and your cashback is still Pending, this can be expected — check:
Still stuck?
If you've followed the checklist and either:
- Your cashback hasn't tracked after the tracking window, or
- The tracked amount looks incorrect
Go straight to:
That's the fastest way to get your purchase checked against the store's validation rules.
FAQ: Cashback tracking rules
1. Can I use promo codes and still get cashback?
Yes — if the promo code is eligible for that ShopBack offer. Using an unapproved or ineligible code can cause cashback to be declined or not tracked.
- Use codes shown on ShopBack or codes explicitly stated as eligible on the retailer's ShopBack page
- If you used a code from elsewhere, be aware cashback may be impacted
- If cashback is important, use one offer path (eligible cashback + eligible code) rather than mixing sources
2. Can I use voucher codes from other websites (not ShopBack)?
Using third-party voucher codes can override eligibility, even if everything else was done correctly.
- Prefer ShopBack-listed vouchers for that retailer
- If you already applied a third-party code, keep your confirmation details in case you need to lodge an enquiry
- If you want to test multiple codes, do it before activating cashback — then activate and check out once with your final choice
3. If I click through on my phone but buy on my laptop, will the cashback track?
Usually no. Cashback tracking generally requires the click-through and purchase to happen on the same device and browser session.
- Activate cashback and complete checkout on the same device
- If you switch devices, activate cashback again on the device you'll use to pay
- For higher-value purchases (like travel), keep the whole booking flow in one session from activation to payment
4. If I switch browsers or open lots of tabs, can tracking break?
Yes. Switching browsers or completing checkout in a different tab or window can break tracking.
- After clicking from ShopBack, complete your purchase in that same browser and tab where possible
- Avoid opening the retailer in multiple browsers at once
- If you think the session was interrupted, click through from ShopBack again before paying
5. Do ad blockers affect cashback tracking?
Yes. Ad blockers can block the tracking tag and stop cashback from recording.
- Turn off ad blockers for your cashback purchase (or whitelist ShopBack and the retailer)
- Ensure cookies are allowed for the session
- If issues persist, try a clean browser (no blockers or extensions) or use the ShopBack app
6. Do privacy settings (like tracking prevention) affect cashback tracking?
They can. Strong privacy settings may prevent the tracking cookies needed to record cashback.
- Temporarily reduce tracking prevention for the purchase session (where you're comfortable doing so)
- Use a standard browser setup with cookies enabled when making cashback purchases
- If you're on mobile, try completing the purchase in the ShopBack app
7. How long should I wait before reporting missing cashback?
Wait until the retailer's stated tracking timeframe has passed. Some retailers report quickly, others take longer (travel can take longer again).
- Check the retailer's ShopBack page for their tracking timeframe and wait until that window has passed
- Make sure you didn't use an ineligible voucher code or click away mid-purchase (both can prevent tracking)
- Once the timeframe has passed, lodge a missing cashback enquiry with your full order details
8. What happens after I submit a missing cashback enquiry?
ShopBack reviews your submission and works with the retailer to verify the purchase. The team checks tracking records and follows up with the store on your behalf.
- Provide accurate transaction details (order number, date/time, total, and any codes used)
- Respond quickly if ShopBack asks for more information
- Keep your confirmation email or invoice until the retailer completes the investigation
9. Do flights and hotels take longer to track or confirm?
Often yes. Travel bookings can have longer tracking and approval timelines due to booking confirmation, completion, or cancellation windows.
- Check the travel retailer's ShopBack page for tracking and confirmation timeframes before you book
- Avoid changes or cancellations if you want cashback to remain eligible (where possible)
- Keep all booking references and confirmation emails until cashback is confirmed
10. If I change, cancel, or return an order or booking, what happens to the cashback?
Cashback may be adjusted, stay pending longer, or be declined if the order changes, is returned, or is cancelled.
- Review the retailer's cashback conditions (returns and cancellations are commonly addressed there)
- Keep records of any changes (updated invoices or booking confirmations)
- If cashback status looks wrong after the retailer's timeframes have passed, submit an enquiry with the updated details