Order, delivery and returns info

What happens after you’ve placed an order at a store after visiting it from ShopBack? Here’s a short guide.

Check order and delivery status

While we work on getting your Cashback, the store will handle getting your order successfully delivered to you. 

It’s best to contact the store directly for follow-up questions. You should receive a confirmation email with a tracking number from the store. Use this to check on your order’s delivery status.

If you’re having trouble contacting the store, let Sparky, ShopBack’s virtual assistant know and we’ll get you sorted.

Refunds

We can’t reward any Cashback for refunded or cancelled orders. If you refund your purchase, you’ll also lose your Cashback. If you’re exchanging an order, we recommend cancelling your order and buying the new item separately so you can still earn Cashback (but check the store’s cancellation policy first).

For ShopBack Pay

To get a refund for an item you bought using ShopBack Pay, return to the store and ask the staff for a refund. But remember: It has to be within 7 days from the day you bought it.

You can also request via Sparky, ShopBack's virtual assistant. You need to request this within 14 days of the purchase date. The store can’t investigate any requests after 14 days.

Your refund timing depends on your payment method.

  • Cashback: Immediately.
  • GrabPay: Immediately.
  • Bank card: In 5 - 7 days.

For ShopBack PayLater

You’ll need to check with the store directly for full or partial refunds.

For full refunds

The whole process can take up to 10 working days. Here’s how it works:

  1. Contact the store and request a refund.
  2. Once the store initiates a full refund, we’ll get the refunded amount back to your selected payment method.
  3. You’ll get an email confirmation once your full refund is processed.

For partial refunds

The whole process can take up to 10 working days. Here’s how it works:

  1. Contact the store and request a partial refund.
  2. Once the store initiates a partial refund, we’ll process it.
  3. The partial refund amount will be used to offset your next instalment payment. If you don’t have any instalments to pay, we’ll refund the amount back to your selected payment method.
  4. You’ll get an email confirmation once your partial refund is processed.

If you’re having any trouble with the store, let Sparky, ShopBack’s virtual assistant know and we’ll be happy to help.

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