If the retailer promised cash back and did not pay it, treat it as an unpaid promotional claim and go back to the retailer first. Ask for the cash-back amount to be honoured, and if they refuse or ignore you, escalate with your evidence to the relevant consumer protection body in your country.
Start by checking the offer terms, because cash-back promotions often have conditions that decide whether the claim is valid. Look for:
- the exact wording of the offer
- the purchase date and any claim deadline
- whether you had to register the order, upload a receipt, or enter a code
- product exclusions, minimum spend rules, or country limits
A common trap is that the offer looks automatic but actually requires a separate claim step. If the terms mention a claim form, registration, or “proof of purchase,” make sure you followed that process and save the page or email showing it.
Then contact the retailer’s customer service or the seller account on the marketplace, depending on who issued the offer. Tell them:
- your order number
- the cash-back offer wording
- the date you bought the item
- that the offer was part of the purchase decision
- what you want now: payment of the cash-back amount or written refusal with a reason
Attach the strongest evidence:
- screenshot or copy of the offer
- order confirmation or invoice
- proof that the product matches the offer conditions
- any claim submission confirmation, reference number, or email chain
If the retailer says you were late, the product was excluded, or the claim was incomplete, ask them to point to the exact term they are relying on. That matters because the next step depends on whether the problem is a missing document, a missed deadline, or a disputed interpretation of the offer.
If the retailer does not answer, or refuses without a clear reason, escalate in writing. Keep the message short and factual, and restate the amount owed, the order number, and the date of the failed promise. If the purchase was made through a marketplace, also contact the marketplace’s support team, because the platform may be the practical place to log the complaint even if the seller made the offer.
If you still cannot resolve it, contact a consumer protection authority or consumer advice body in your country and send:
- the retailer’s offer
- your proof of purchase
- the retailer’s refusal or silence
- any claim reference number
They can tell you whether your complaint fits a consumer dispute process in your country and what the next formal step is.
If the cash-back was actually offered by a bank card, payment app, or loyalty scheme rather than the retailer, contact that provider instead, because the rules and deadlines may be completely different.
Practical tip: save a screenshot of the offer page with the date visible before it disappears, because many cash-back disputes turn on the exact wording of the promotion.
