# Missing cashback claim (cashback glossary)

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Last updated: 2026-08-12
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By Garry Shi, Cashback Expert (https://discover.shopback.com/authors/garry-shi). Last updated: 2026-08-12.

A missing cashback claim is a request to investigate a qualifying purchase that did not track to the shopper account.

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: https://discover.shopback.com/glossary/tracked-cashback
- Activation (shopping trip): https://discover.shopback.com/glossary/activation
- Merchant exclusions: https://discover.shopback.com/glossary/merchant-exclusions