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If your cashback has been revoked, there may be several reasons for this, but don't worry, you can still appeal the decision! Here's what you need to know:
Common Reasons for Cashback Revocation:
- Failure to meet required conditions: If certain steps were not followed during your purchase, such as using a third-party site, not following the correct order process, or switching apps during shopping.
- Issues with payment method: If a payment was made via a third-party service like PayPal or Curve (instead of using your ZEN Card directly), cashback may not be granted.
- Expired link: If the link used for the purchase was active for more than 4 hours, the cashback may no longer apply.
- Excluded merchant category: Make sure the merchant's category is not on the list of excluded categories.
- Ad blockers or interference with tracking: Using ad blockers or other software that blocks order tracking can prevent cashback from being credited.
How to Appeal the Revocation:
If you believe that your cashback should not have been revoked, you can follow these steps to submit your appeal:
Prepare the required information:
- For Allegro/Marketplace purchases:
- Order number
- Payment ID (found in the confirmation received from Allegro). - For other merchants:
- Order number
- Proof of purchase (a screenshot or PDF showing the order number and amount).
Submit your appeal:
Once you have these information ready, you can submit your request via the ZEN app or email.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, please make sure that the ZEN app is allowed to send push notifications on your mobile device.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.