Donations aren't always added as soon as you shop as most retailers will have a review process they follow before they will add a donation. You can see more about this process here.
If you haven't received a donation that you were expecting you can submit a Missing Donation claim, please make sure you have checked the retailers' Terms and Conditions on their page on our website to make sure your purchase was eligible.
You are able to do this straight after you have shopped so you don't have to remember to keep checking back, we will hold on to this for 14 days before we start looking into it to allow the retailer time to add the donation on.
Find out more about submitting a claim here.
If after 14 days from the date you shopped, the donation still hasn't been added we will submit your claim to the retailer for them to investigate. 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.
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.
- Insurance and Utility companies have a condition that you must complete a minimum term before your donation will be applied.
You can find out more about why donations don't always track here.