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Why Has A Purchase I've Made Not Shown In My Reports?

All transactions are logged by our retailers, who in turn pass on the details of due commissions to us electronically.

Some retailers only pass commission payments after their guarantee or returns period has expired - this can take 30-120 days.

Alternatively, it may be that either you were not correctly logged in as a member before making the purchase or that the retailer's system had problems notifying us of your cashback.

The length of time it takes for your purchases to track varies between retailers. If your cashback is yet to be tracked as ‘pending’ more than 5 days after your purchase, we suggest you open a ‘missing cashback’ support ticket.

Please note that we may not be able to accept ‘missing cashback tickets’ after 5 days for retailers that historically take longer to track. We will then check the average tracking times for the retailer in question and let you know when you can resubmit a ticket.

If the support ticket is approved, we will contact the retailer and advise you when your cashback is likely to be showing in your We Promise To account.

If you have not seen a cashback statement after 30 days of your purchase, please open a ‘missing cashback’ support ticket.

We will contact the retailer on your behalf and make every effort to claim the due cashback from them.
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