HELP & HOW-TO

Why was my card-linked reward reversed?

A refund, cancellation or transaction that no longer meets the offer terms can cause a card-linked reward to be reduced or reversed.

Shopr shopper considering a purchase at a bright clothing boutique
Returns, cancellations and transactions that no longer meet an offer’s terms can affect a previously tracked reward.

A reward can change after the original purchase

Card-linked rewards are based on the final eligible transaction. If a purchase is returned, cancelled, refunded or later found not to meet the offer terms, the related reward may not be earned or may be reversed.

Common reasons for a reversal

  • A full or partial refund: the merchant reduced or returned the original purchase amount.
  • A cancelled transaction: the purchase did not complete or was voided.
  • The final amount fell below a threshold: a return or adjustment meant the transaction no longer met the minimum spend.
  • The purchase was not eligible: the merchant, location, date, product category or payment route did not match the displayed terms.
Shopr tip

Check the current offer details before buying and keep your receipt or order confirmation until the reward is confirmed.

What to do next

Review the final transaction shown by your card issuer and compare it with the offer terms in the Shopr app. If you believe the reversal is incorrect, use the in-app support option or email [email protected] with the merchant, date, amount and relevant order confirmation. Never send full payment-card details.

KEEP READING

Related help

Card-Linked OffersHow do I remove or replace a connected card?Review, remove or replace connected cards in the Shopr app, and keep any card with a pending reward connected until the activity is confirmed. Card-Linked OffersCan I use a digital wallet or delivery service with a card-linked offer?Digital wallets, delivery services and other third-party payment routes may prevent a card-linked purchase from matching unless the offer specifically allows them. Card-Linked OffersWhen will my card-linked reward appear?Card-linked rewards can remain pending while merchant and card-network data is received and the purchase is checked against the offer terms.

ACCOUNT-SPECIFIC HELP

Need help with your account?

Balances, offer status, transactions and membership details are available only in the Shopr Rewards app.

For personal help, use the support option available inside the app or email [email protected].

Before contacting support, have the relevant offer, merchant, transaction date, amount and order confirmation available. Never send your password, security code or full payment-card details.

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