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.
Make sure the item was not excluded from Cash Back
What does not qualify for Cash Back:
- Taxes
- Shipping fees
- Any orders completed via chat, phone, or by the store's customer service team
Some stores exclude certain items, categories or brands from earning Cash Back. These are called exclusions. 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!
Check if the item category was eligible at the store you purchased from
Stores can also 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 info can be found on the store page. Search for the store on rakuten.com and click the name on the left side of the results to visit the store page where you can see Cash Back Categories.
Did you use a coupon code from another site?
Using coupon codes that are not listed on Rakuten may void Cash Back. To be safe, it’s best to stick to codes provided by Rakuten.
Did you cancel your order?
If you canceled your order, it’s no longer eligible for Cash Back.
Did you make any returns?
If you returned all or part of your order, the Cash Back will be adjusted. Full returns or partial returns may void Cash Back.
Did your purchase involve a gift card?
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. (That’s the page we show you before bringing you to a store’s website.)
Avoid using other browser extensions and coupon sites
Going to other sites, especially ones that offer shopping rewards and coupons, can void Cash Back.
Stick to one browser tab if you start your shopping from Rakuten.com
To be safe, complete your order on the tab that opened from Rakuten.com 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.
Re-activate Cash Back if you’ve been away from your computer
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.
Accept cookies when prompted
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.
Check your security software
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. If you use any security or privacy software, check out Software or Settings Preventing Cash Back to make sure everything's configured correctly.
If you used the browser extension, make sure you activated Cash Back
If you use our browser extension, activate Cash Back before you start shopping. 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.
Review 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 to 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 to 5 days after you dine.
- Cash Back on travel is typically confirmed within 6 to 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 Refer-A-Friend bonuses will be confirmed once your friend makes a purchase and their Cash Back is confirmed.
Try these tips to make sure you’re set up for shopping success:
- 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.
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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