Cashback I received for a purchase was returned

Seeing your cashback disappear can be confusing. In most cases, there’s a clear reason. Below you’ll find the most common ones and what you can do next.

Why cashback gets returned

• The purchase didn’t meet the cashback conditions
  Each offer has specific terms. If the purchase didn’t match those conditions, the merchant may cancel the cashback. When that happens, the amount is removed from your ZEN account.
• You paid through a third party
  If you paid using a third-party service like PayByZEN, PayPal, Curve, or Buy Now Pay Later instead of directly with your ZEN Card, the transaction may not qualify for cashback. To receive cashback, the payment must be made directly with your ZEN Card.
• The purchase link expired
  Cashback links stay active for 4 hours. If you complete the purchase after that time, or close the browser window before finishing, tracking may fail, and the reward may not be granted.
• The merchant category is excluded
  Some merchant categories are not eligible for cashback. If the store falls into an excluded category, the reward won’t be applied. You can check the list of excluded categories here.
• Ad blockers or tracking tools interfered
  Ad blockers or privacy tools can sometimes block the tracking needed to confirm your purchase. If tracking fails, the cashback may be returned. If you’re using cashback, temporarily disabling ad blockers during checkout can help avoid tracking issues.
• The order was refunded or canceled
  If part or all of your order was refunded, the reward is adjusted automatically. Cashback always reflects the final amount you paid.

How to appeal a returned cashback

If you believe your cashback was returned by mistake, you can ask for a review.

Before you start

Have these ready:

• Your order number
• Proof of purchase (PDF invoice or confirmation from the merchant)

Submit your appeal

1. Log in to your ZEN.COM app.
2. Open your transaction history.
3. Find the transaction titled “Return Cashback” and tap it.

If the purchase was not confirmed by our partner:

• Tap “See details” under the message explaining why the transaction didn’t qualify.
• Fill in the form and attach your proof of purchase.

If you received a refund from the merchant:

• Tap "Get help" for more information.
• Follow the instructions to contact support.

How long does the review take?

Reviews usually take 30 to 90 days. Partners and merchants need time to verify the purchase details.

You’ll receive updates through in-app notifications.

Our support team can’t speed up the review, but we’ll keep you updated every step of the way.