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.
1. Go to My Cashback → Check here if your Cashback hasn't shown up yet.
2. Alternatively, you can go to our Support page and select "Request help on Missing Cashback".
3. Choose your order and click on Request Help.
4. Fill in the relevant details and upload a transaction screenshot.
5. This will indicate that we’ve received your Missing Cashback report.
(Note: By clicking 'View Request', you’ll see a progress bar showing the status of your submission)
6. If you submit a report while your Cashback is still being processed, we’ll let you know when to check again.
7. 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 transaction screenshot: This can be a screenshot (email confirmation, receipt, etc) that proves your purchase in .PNG, .JPEG, or PDF format.
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.
- 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.
To check all your requests, head over to the 'My Support Requests' section.
1. Head to your 'Account', select 'Support', and click on 'View Support Requests'.
2. Another option is to go to your 'Shopping History' and click on the top right corner.
3. You’ll be able to view all your requests here and check the status of your transactions.