When you let us know about a missing donation, you’ll receive an automatic confirmation email and our team will check the information you provided. We will then send it on to the retailer:
- Standard retailers: We send your query to the retailer for review after 21 days.
- Insurance and travel retailers: We hold the query for 30 days before sending it to the retailer for review, as they require a longer validation period.
The retailer will then review your claim and let us know whether it will be confirmed or declined. Either way, we’ll be in touch as soon as we hear back. This usually takes between 4-6 months. However, travel retailers won’t process your missing donation until after your travel date.