Report missing Cashback

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

Note: You’ll only be able to file a report after 48 hours (and up to 7 days for certain stores) after your purchase date to account for Cashback processing time.

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

For appFor web
  1. Go to Account → Support → Report an issue → Missing Cashback.   

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

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  3. 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.


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

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  6. After filling in the details, click Send My Report.

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  7. 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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