If a purchase made through an activated shopping trip has not appeared as tracked within 48 hours, the shopper can file a claim from the account with the order number, date, and amount. ShopBack raises it with the merchant for review.
Common reasons a purchase does not track: another site or coupon extension claimed the referral after activation, the item was excluded from cashback, or the browser blocked tracking. Claims have a filing deadline, so it helps to file soon after the tracking window passes.
Related terms
- Tracked cashback: Tracked cashback is a purchase that ShopBack has detected and recorded against the shopper account, usually within 48 hours of the order.
- Activation (shopping trip): Activation is the click from ShopBack to a merchant that starts a tracked shopping trip, linking the purchase to the shopper account.
- Merchant exclusions: Merchant exclusions are purchase types a store does not pay cashback on, such as gift cards, sales tax, shipping, or specific product categories.
Back to the glossary or read how cashback works for the full lifecycle.