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 7 days 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 My Cashback → I don't see my online Cashback yet.


  2. Choose your order and click on Report.


  3. Fill in the relevant details and upload a transaction screenshot.

  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 transaction screenshot: This can be a screenshot (email confirmation, receipt, etc) that proves your purchase in .PNG, .JPEG or .PDF format.
  6. 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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