Rejected Cashback and appeals

Why is my Cashback rejected?

If your Cashback has been rejected, let’s help you figure out why and what you can do.

Reasons for Cashback rejection

Your Cashback could've been rejected for the following reasons:

  • Your order was canceled, exchanged or returned. For travel merchants, it will be cancellations, no-shows or amendments post-online booking.
  • You clicked on links on third-party offer sites before or during your purchase process.
  • You used a Promo code not advertised on ShopBack. For some partner stores, this may disqualify your Cashback.
  • You may not have fulfilled other requirements or terms and conditions for the partner store. Check the store page on ShopBack to be sure.

Specifically for ShopBack In-Store Cashback, your Cashback could've been rejected because:

  • Your order was voided
  • The credit/debit card used for payment is unlinked from your ShopBack account.
  • No subsequent visit is made within the deadline.

How to appeal rejected Cashback

To contest a rejected cashback, you can appeal by following the steps provided.

For app For web
  1. Go to your Cashback Overview.
  2. Find the rejected Cashback that you'd like to appeal. You can search by month, Cashback status, or store name.
  3. Tap the drop-down arrow to see the reason behind the rejection and the option to appeal.
  4. Select You believe this should not be the case? and fill in the form.


We’ll get back as soon as possible via email.

Note: Should you not see the above option, fret not, you can always send an email directly to our friendly Customer Service team at Don’t forget to attach your order confirmation email from the store when you send us an email.

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