If you haven't received a donation you were expecting, you can let us know using the Missing Donation form that you can access on-site or by clicking here.
You will be taken to step 1 which asks you to select the retailer that you're missing a donation from and the date that you shopped with them:
If you can't find the right retailer or date, please see the additional notes below.
As long as you can select both the retailer and the date, you will be taken to Step 2 where you can let us know the order reference, order value if you've shopped with them before and any other information you think may be useful:
When you submit the claim, you will be taken to step 3 which confirms the claim has been submitted, roughly when you will get your first update, where you can check for progress and what the reference is. This information is all emailed to you as well:
Checking on your Claims
You can now view your Claims History on the website, there is a link directly from the App and there will be one on the website soon.
If you click on one of the arrows to the right, you can expand the details that you can see to check on its progress:
No Retailer or Date Listed
If at step 1, you can't find the correct retailer or date you can now let us know.
The Retailer isn't listed
If the retailer isn't shown in your list of retailers, you can choose "My retailer isn't listed":
In step 2, you then have the option to free-type the retailer name and date that you shopped, please try and match the retailer name to the one we have listed on our website:
You will then go to Step 3 as above.
The date isn't listed
If you can choose your retailer but the date that you shopped isn't an option for you to select, you can tell us by selecting "My date isn't listed" in the drop-down:
In step 2, you will have the option to provide the date that you shopped:
You will then go to step 3 as above.
If you need assistance at any time with the claims form, or a claim that you have submitted then please contact our Support Team.