Report missing Cashback

If the Cashback you’re expecting in your ShopBack account isn’t there, this guide will show you how to report your missing Cashback. 

Note: Cashback processing time

As Cashback usually takes up to 48 hours (and up to 7 days for certain stores) to be processed and reflected in your account, you will only be able to submit a request when that time period has lapsed. Do note that the time frame mentioned above starts from your purchase date.

Before you report it, you may want to check out Missing or incomplete Cashback. It details the most common explanations for why your Cashback might be missing.

For app For web
    1. Go to Account → Support → Report an issue.



    2. Choose your transaction type.


    3. Fill in the relevant details. Select the store you bought from in the dropdown menu and when you bought it. Then tap Next.


    4. 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.
    5. If you submit a report while your Cashback is still being processed, we’ll let you know when to check again.
    6. 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.

    7. After filling in the details, click Send My Report.
    8. 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.
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