We recently made some updates to improve your account experience! Here’s what you need to know.
Why do I have two Cash Back balances?
Your account now shows you exactly how much Cash Back is confirmed, and how much is still pending.
Your confirmed Cash Back balance is the amount you’ll get in your next Cash Back payment.
Pending Cash Back will be added to your confirmed balance, unless we receive new information from the store about your order.
What do the different statuses mean?
Processing
Soon after you place an order, the Cash Back is processing. This means we’re waiting on the store to send us the details.
Pending
After the store sends us your order details, your Cash Back is pending. It will be added to your confirmed balance, unless we receive new information from the store.
Confirmed
Cash Back was added to your confirmed balance, and will be included in your next payment.
Ineligible
This order isn’t eligible for Cash Back. This can happen for a few reasons, like returns, exclusions, using coupons not found on Rakuten and more.
Tracking Cash Back on travel? Learn more about travel purchases with Rakuten.
When will my Cash Back be confirmed?
Online and in-store Cash Back is usually confirmed within 20 to 100 days after your purchase. Cash Back on dining will be confirmed within 20 to 25 days after you dine.
Travel Cash Back is typically confirmed within 45 to 120 days after completing your booking.
Bonuses usually depend on an order and will be confirmed at the same time as the Cash Back. Your refer-a-friend bonuses will be confirmed once your friend makes a purchase and their Cash Back is confirmed.
Where can I find the Cash Back Balance page?
The Cash Back Balance page (or Earnings Balance for members earning in American Express Membership Rewards® points) is now called Cash Back Activity (Points Activity if you earn in points). You’ll see even more information about your purchases and Cash Back status on this page so you can better understand and track your earnings.
Where can I find the Big Fat Check History page?
Information about your previous Cash Back payments can now be found on the Cash Back Activity page. Select the payment for more details.
Where can I find the Missing Cash Back page in the Rakuten iOS and Android Apps?
The Missing Cash Back page in the iOS and Android App is now called Shopping Trips. You’ll still see the same information–all the places you activated Cash Back with Rakuten, whether or not you made a purchase.
If you believe you’re missing Cash Back on a purchase, you can also report it here.
Why can’t I see my full Cash Back history?
Your Cash Back Activity shows all purchases, payments and bonuses as of January 1, 2023. To see older activity, contact us.
Why is my Lifetime Cash Back amount lower than before?
Your Lifetime Cash Back includes all of your previous Cash Back payments, plus your current confirmed Cash Back balance. It no longer includes any Cash Back that’s still pending.
Still have questions about your account? Contact us
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