If you haven't received a donation that you were expecting you can submit a Missing Donation enquiry.
You are able to do this straight after you have shopped so you don't have to remember to keep checking back (we will send you an email everytime a donation is added to your account), we will hold on to this for 14 days after normal purchases to allow the retailer time to add the donation on.
We will review the enquiry after 14 days and if it has still not been applied we will continue the investigation with the retailer. To take into account their checks, we have to wait up to 75 days for a response and our Finance Team will contact you when they have an update.
If your donation is added while the investigation is ongoing, don't worry, we will automatically close the query.
In all cases you must submit your missing donation enquiry within 3 months of purchase for us to be able to investigate.
There are some exceptions to these timings - if your purchase was a Travel, Insurance or Utility purchase these donations take much longer to be applied and longer to investigate. Travel donations will usually not be applied until 30 days after the holiday has taken place. Similarly often Insurance and Utility companies have a condition that you must complete a minimum term before your donation will be applied. There are also some retailers that have a much smaller window for you to be able to submit a claim.
In all cases, please check ther retailer Important Information/Terms and Conditions as shown on their listing with us to check if your order is eligible and what time you have to submit a claim if something has gone wrong.