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Rakuten Customer FAQ

Top Answers & How-to Guides

What is Rakuten's Phone Number?

The question we are asked most often is about how to talk to Rakuten customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

What are Rakuten coupons and how do I use them?

Rakuten coupons are digital coupons that can be used to save money on purchases made through Rakuten's online platform. These coupons...
Ask any question you have about Rakuten customer service, get an answer now.

Recent Rakuten Customer Questions

How do I get the correct amount of cash back?

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.
Asked May 27, 2025 6:10 PM

Macy’s merchandise purchased through Rakuten app. Wrong size, need to return

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.
Asked Jul 31, 2024 7:48 PM

I recently made a purchase online at Macy’s and I thought I used the Rakuten app

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.
Asked Jul 20, 2024 2:14 AM

Why I’m not receiving all money earned in the time period

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.
Asked May 18, 2024 1:23 AM

Hi there. I haven't received any checks for my purchases in the last 2 quarters

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.
Asked May 13, 2024 7:17 PM

Help me with my Rakuten customer service issue

Usage

How does Rakuten work?

Rakuten is an online platform that provides a marketplace connecting buyers and sellers. It operates on a business model called "Rakuten...

Rewards Program

What is Rakuten Super Points?

Rakuten Super Points is a loyalty program offered by Rakuten, a leading e-commerce platform. It allows customers to earn points on...

Cash Back

What is Rakuten Cash Back?

Rakuten Cash Back is an exclusive program offered by Rakuten that allows users to earn a percentage of their online purchases as cash...

Returns

What is the return policy on Rakuten?

Rakuten offers a hassle-free return policy to ensure customer satisfaction. If you are dissatisfied with your purchase, you can return...

Privacy

Is my personal information safe on Rakuten?

Yes, your personal information is safe on Rakuten. We prioritize the security and privacy of our users' data. We have robust security...

Coupons

What are Rakuten coupons and how do I use them?

Rakuten coupons are digital coupons that can be used to save money on purchases made through Rakuten's online platform. These coupons...
We look to the Rakuten issues that customers have reported to GetHuman to decide which questions are the most common and how much time to spend researching how to solve them.
Rakuten issues reported to GetHuman
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