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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

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, 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 store will let us know and we will adjust your Cash Back accordingly.

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.

Use the 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.

Some stores take longer to confirm your Cash Back

The time it takes for Cash Back to be confirmed depends on several factors, including the store, store policy, reporting schedule, exclusions and returns. For travel, Cash Back will be added after travel is completed.

Try these tips to make sure you’re set up for shopping success:

1. Use a compatible browser. Rakuten is compatible with Edge, Chrome, Firefox and Safari.
2. Adjust the security settings in your browser. Clear your browser’s cache and cookies, and make sure you allow cookies on http://rakuten.com
3. Use the Rakuten App on your mobile device. You can install it for free on your iOS or Android device. Get the App.
4. Add the Rakuten filter list if you use an ad blocker like uBlock or AdBlock Plus. 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.

Remember to always start your shopping at Rakuten.com, or make it even easier by using our free browser extension and shopping in our App. You can earn Cash Back only by starting your shopping with Rakuten. Learn more about how to earn Cash Back.

If you double checked all of the information above and believe you should have earned Cash Back on your purchase, you can visit the Missing Cash Back form or Contact Us. We’ll be happy to help you sort this out.