With Rakuten, you can earn on almost everything. If you didn’t earn Cash Back and think you should have, or didn’t get the amount you expected, keep reading to find out why it can happen and how to fix it.
Quick Troubleshooting Checklist
Use these questions to identify why you didn't earn Cash Back:
- Did you activate Cash Back through Rakuten before adding items to your cart?
- Did you complete checkout in the same browser tab that opened from Rakuten?
- Did you use only coupon codes listed on Rakuten?
- Did you accept cookies when prompted by the store's website?
- Were ad blockers, VPNs, or cookie blockers disabled or configured correctly?
- Was the item eligible for Cash Back (not in an excluded category)?
- Did you keep the order without canceling or returning it?
If you answered "no" to any question, that may explain your missing Cash Back. Keep reading to learn more and about what to do next.
Common Reasons You Didn't Earn Cash Back
Item exclusions
Certain items, categories, or brands are excluded from Cash Back at specific stores.
Non-Rakuten coupon codes
Using coupon codes not listed on Rakuten may void Cash Back.
Ad blockers or security software
VPNs, cookie blockers, and ad blockers can interfere with tracking.
Session timeout or tab switching
Completing checkout in a different tab or after being idle too long can break tracking.
Returns or cancelations
Returned or canceled orders don’t earn Cash Back.
Gift card purchases or payments
Most gift cards are excluded, and some stores exclude purchases paid for with gift cards.
What Doesn’t Qualify for Cash Back?
Taxes and shipping fees
These amounts are never eligible for Cash Back.
Orders completed via chat, phone, or customer service
These types of orders don’t qualify for Cash Back.
Excluded items, categories, or brands
Each store sets specific exclusions you can review before purchasing.
You can always find exclusions by using the See all Terms & Exclusions link on the Cash Back activation page. (That's the page we show you before bringing you to a store's website.)
Tip: Be sure to check exclusions before you purchase to make sure you earn Cash Back!
Frequently Asked Questions
Why does a different item category affect my Cash Back amount?
Stores can set different Cash Back rates depending on the item category. If you didn't receive the Cash Back amount you expected, check to see if the store set a different rate for the item you purchased. This information can be found on the store page. Search for the store on Rakuten.com and click the name in the results to visit the store page where you can see Cash Back categories.
Why does using a non-Rakuten coupon code void my Cash Back?
Using coupon codes that are not listed on Rakuten may void Cash Back because they can override Rakuten's tracking. To be safe, it's best to stick to codes provided by Rakuten.
Why does canceling my order void my Cash Back?
If you canceled your order, it's no longer eligible for Cash Back because the purchase was never completed.
Why do returns affect my Cash Back?
If you returned all or part of your order, the Cash Back will be adjusted. Full returns or partial returns may void Cash Back because you can only earn Cash Back on completed purchases.
Why don't gift card purchases or payments earn Cash Back?
- General purchases: Some stores exclude Cash Back for purchases or part of a purchase paid for with gift cards.
- Gift card purchases: Most gift cards are excluded from Cash Back. However, we do offer Cash Back on select gift cards. Shop gift cards with Cash Back
Check the specific store's exclusions by using the "See all Terms & Exclusions" link on the Cash Back activation page.
Why do other browser extensions void my Cash Back?
Going to other sites, especially ones that offer shopping rewards and coupons, can void Cash Back because they may override Rakuten.
Why do I need to stay in the same browser tab?
To be safe, complete your order on the tab that opened from Rakuten at the beginning of your shopping session. If you complete your purchase in a different tab or window, we may be unable to link your purchase to your Rakuten account because the tracking is linked to your original session.
Why does being away from my computer affect Cash Back?
If your shopping session is idle for too long, Cash Back can become deactivated. Also, be sure to activate Cash Back before you add anything to your cart—some stores don't allow us to link a purchase to your Rakuten account if items were added to your cart before you activated Cash Back.
Why do I need to accept cookies?
Cookies let us know where you're shopping, so we can give you Cash Back. When you visit a store site for the first time, you may see a prompt asking how you want to handle cookies. Always accept cookies for a smooth shopping experience.
Why does my security software affect Cash Back?
We need to know where you're shopping to give you Cash Back. Security tools like ad blockers, VPNs, and cookie blockers may interfere with Cash Back activation by blocking the tracking cookie. If you use any security or privacy software, check out Software or Settings Preventing Cash Back to make sure everything's configured correctly.
Why didn't the browser extension track my Cash Back?
If you use our browser extension, activate Cash Back before you start shopping or before checkout. If you don't see the Activate Cash Back button, then that store may not be available for the extension. You can try activating Cash Back from Rakuten.com.
Missing Shopping Trip vs. Missing Cash Back: What's the Difference?
- Missing shopping trip: Rakuten has no record of your click-through to the store. This means the tracking cookie was never placed or was blocked.
- Missing Cash Back: Your shopping trip was recorded, but Cash Back shows $0 or ineligible. This typically means an exclusion applied or the order was canceled/returned.
Understanding this difference helps you troubleshoot the right issue.
How does Rakuten Cash Back tracking work?
When you click through Rakuten to a store, a tracking cookie is placed in your browser. This cookie links your purchase to your Rakuten account so you can earn Cash Back. If this process is interrupted—by switching tabs, using other coupon sites, or blocking cookies—Cash Back may not register.
Tips to Set Yourself up for Success While Shopping with Rakuten
Use a compatible browser
Rakuten is compatible with Edge, Chrome, Firefox and Safari. Make sure you're using the latest version.
Use the Rakuten app on your mobile device
You can install it for free on your iOS or Android device. Get the app
Add the Rakuten filter list if you use an ad blocker
Ad blockers can cause Cash Back tracking issues, and the filter list helps us to determine your Cash Back eligibility. Get more info about the filter list and install it.
Get familiar with the typical pending timelines
Once the store sends us your order details, your Cash Back will be pending. It will be added to your confirmed balance and included in your next payment, unless we receive new information from the store.
- Online and In-Store Cash Back typically takes 3–14 weeks to be confirmed. This waiting period exists in case of returns, exchanges, exclusions or other changes to your order.
- Cash Back on Dining will be confirmed within 3–5 days after you dine.
- Cash Back on travel is typically confirmed within 6–17 weeks after travel is complete. Learn more about travel purchases with Rakuten.
- Bonuses usually depend on an order and will be confirmed at the same time as the Cash Back. Your Referral bonuses will be confirmed once your friend makes a purchase and their Cash Back is confirmed.
If you double checked all of the information above and believe you should have earned Cash Back, fill out the Missing Cash Back form. We’ll be happy to help you.
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