In case of your cashback is not tracked all at or tracked incorrectly, it might have been caused due to below circumstances:

• You didn't fulfill with the terms and conditions of the retailer and Kiwiwallet.co.nz.
• The purchase was not completed entirely online.
• The purchase was partially or fully returned, cancelled or the order was amended.
• The cookies were disabled on your browser at the time of transaction.

In order to submit a ticket, you need: retailer name, date and time of the transaction, transaction amount, order or transaction reference, and any other details that would help the retailer to track your transaction.

To ensure that your cashback is tracked successfully we recommend our members below best practices whilst making purchases through Kiwiwallet.co.nz

• Always login into your account before making purchase so we can track your transaction appropriately.
• Make sure always use the link provided by Kiwiwallet.co.nz to visit a retailer's website, don't type retailer's website in your browser's address bar.
• In order to track and verify your cashback successfully, it is highly recommended that your browser settings permanently allow cookies, JavaScript and third party images. To read more about cookies please go Cookies section in our privacy policy

Cashback enquiries can take between 1 week to 3 months to resolve. Rest assured we will try our level best to resolve your missing cashback query as soon as possible. Remember our incentives are aligned with yours, and we only earn when you get paid a cashback.

If your transaction has not been tracked within 72 hours, it means that the transaction is missing.
For submitting a Missing Cashback claim, you can go to the Support section of your kiwiwallet account and click on Missing Cashback button and fill out the small form which will include your Order ID and Purchase amount etc.