Quick answer: Open Rakuten → My Account → Trips & Orders / Order History → find the store order → check Tracking. If the waiting period passed and Cash Back is still missing, start a Missing Cash Back claim with your order number, date, and receipt.
- 1. Order History
- 2. Check Tracking
- 3. Wait window
- 4. File claim
What “missing Rakuten points” usually means
People search missing Rakuten points and missing cash back for the same problem: you shopped through Rakuten (or the browser extension), the store order went through, but Cash Back never appears as Pending/Available. In the US product, Cash Back is what pays out; “points” language often comes from older emails, partner banks, or how shoppers describe the balance.
Step 1 — Confirm you actually shopped via Rakuten
- Sign in at the official Rakuten site (US).
- Open My Account → order / shopping activity (wording rotates between Order History and similar).
- Find the merchant and purchase date. No row at all usually means the click did not track (ad blocker, wrong tab, app checkout, or you bypassed the portal).
If there is no activity row, a Missing Cash Back claim is weaker. Next time: disable blockers on the merchant domain, start from Rakuten’s store button, and avoid jumping to a bookmark mid-flow.
Step 2 — Read the Tracking status (do not skip this)
Tracking is the deciding screen. Common states:
- Pending / Tracking: Cash Back is expected after the merchant confirms. Wait for the merchant’s listed period.
- Available: already earned — check payout settings if you expected a deposit.
- No Cash Back / Denied / Missing: eligible to claim once the wait window ends.
File too early and Rakuten will tell you to wait. File with incomplete proof and the claim stalls.
Step 3 — Gather proof before you click Claim
- Order number from the merchant confirmation email
- Purchase date and item subtotal (before tax/shipping if the store excludes them)
- PDF or clear screenshot of the order confirmation / invoice
- Note whether you used coupons, gift cards, or marketplace third-party sellers (often excluded)
Step 4 — File Missing Cash Back
- From the order row, choose Missing Cash Back / report missing Cash Back.
- Enter order details exactly as the merchant shows them.
- Upload the receipt.
- Submit and save the confirmation.
Official help: Rakuten Help and the in-account Missing Cash Back flow. For browser-extension issues, also see Rakuten’s extension troubleshooting in Help.
If Tracking never started
When Order History has nothing:
- Retry a small eligible test purchase only if you still need the item — do not manufacture fake orders.
- Turn off ad blockers / privacy shields for the merchant and Rakuten domains.
- Use the same browser profile where the extension is allowed.
- Avoid in-app checkouts (Instagram/TikTok/merchant apps) that strip referral cookies.
- Contact Rakuten support with timestamps and the merchant confirmation anyway — some stores allow manual review.
Payout vs “points”
US Cash Back typically pays by PayPal or check after you hit the payout threshold. If Cash Back shows Available but you see no money, the issue is payout method — not a missing-shopping claim. Fix PayPal email / address under payment settings first.
FAQ
Why are my Rakuten points missing?
Usually Tracking failed (blocker, wrong link, app checkout) or the merchant has not confirmed yet. Check Order History → Tracking before filing.
How long should I wait before a Missing Cash Back claim?
Until the store’s listed waiting period ends (often several days to 30+). Filing early wastes a cycle.
What proof does Rakuten need?
Order number, purchase date, eligible total, and a clear receipt or order confirmation.
Do gift cards or third-party marketplace sellers earn Cash Back?
Often excluded. Read the store’s Cash Back terms on Rakuten before you buy.
Related: Dispute an Amex charge (US) · PayPal purchase dispute (US) · Cancel PayPal automatic payments