What to do if my cashback is revoked?

Answer

If your cashback has been revoked, there may be several reasons for this. You can 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.
• Order returned or canceled: If the order you received cashback for is canceled, or refunded, the cashback amount will be automatically reversed from your ZEN account.

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If you believe that your cashback should not have been revoked, you can follow these steps to submit your appeal: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 the required information ready, you can submit your request via the ZEN app or email.