Rakuten Customer FAQ

To ensure you receive the correct amount of cash back, always activate your offers before making a purchase. Shop through the Rakuten website or app, and make sure your transactions are tracked. If the cash back amount seems incorrect after your purchase is completed, you can submit a request for missing cash back through your Rakuten account. Ensure that the purchases meet the cash back criteria, as terms may vary by retailer.

To return Macy's merchandise purchased through the Rakuten app, follow Macy's return policy. This usually involves returning the item directly to Macy's, either by mail or in-store. Visit Macy's website for specific return instructions and details. Keep your order confirmation and receipt handy to facilitate the return process.

If you made a purchase at Macy’s but did not see cashback in your Rakuten account, please verify if you clicked through Rakuten before completing your order. Ensure that you didn't use any other discount codes or websites that might have overwritten Rakuten's tracking.

There could be several reasons why you're not receiving all the money you've earned within the expected time period on Rakuten. Firstly, the payment process doesn't happen automatically after a purchase. Rakuten pays cash back for purchases in the following quarter, so there will be some delay. Secondly, the store you made a purchase from might report transactions to Rakuten at different times. Lastly, some purchases may be deemed ineligible for cash back due to certain conditions within the purchase itself or the seller's policy. Please remember to meet all the requirements and check the specific terms for each retailer you shop with through Rakuten.

We're sorry to hear about that. It's important to note that Rakuten sends out Big Fat Checks every three months, and only if your Cash Back balance is $5.01 or more ( excluding bonuses and rewards ). If it's less than that, the balance will carry over to the next check period until you've accumulated at least $5.01. So if your balance hasn’t met that threshold in the last 2 quarters, your cash back will be delivered when it does. Ensure that your mailing address is correct in your account settings. If you've done all this and still not received your check, there might be some other issue which would warrant reaching out to our support for resolution. We apologize for the inconvenience.