Withdrawal not received

I did not receive my withdrawal. What should I do?

Typically, you will receive your cashback in your bank account or wallet within five calendar days from the date of request. During public holiday periods, this process might take a bit longer and in any case will always be completed within five working days.

Incorrect withdrawal details are the primary cause of delays to cashback being credited to you. Kindly ensure that your withdrawal details (e.g. bank account number) are correctly updated before you request a withdrawal.

If it’s been unusually long, here’s what you can do to investigate.

What you can try

If your Cashback withdrawal status is Paid, you’ll be able to request remittance advice. A remittance advice is a proof of payment to certify that ShopBack has indeed deposited your hard-earned Cashback.

In your Cashback Overview, go to Withdrawal History and expand on the purchase to see and select Need help?. Note that you can only request a remittance advice within 30 days from the date you requested your withdrawal.

Click Get proof of transfer and you’ll receive the remittance advice in your email in 24 hours.

Contact your bank and use this Remittance Advice as proof to investigate the missing payment.

If you need additional help, reach out to Sparky, ShopBack’s helpful virtual assistant.

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