What to do when points don't post: the core is not panicking, sorting out the cause, and re-routing correctly — recovery via inquiry is just insurance

"Points not credited" falls into one of three situations — identify the state before acting

When you notice that points haven't arrived after routing through a cashback site, the first thing to do is not contact support immediately, but confirm which state you're currently in. What looks like "points not credited" is actually one of three situations: ① Still in normal pending review, ② routing was not recorded — nothing appears in the passbook, ③ routing was recorded but was denied (rejected) — and the right action is completely different for each.

The common mistake of "contact support the moment you notice" ends with "please wait" if you're in stage ①, and if you're in stage ② without evidence, the investigation can't proceed. Panicking and resubmitting the same purchase will be treated as a duplicate and may trigger a denial. This article covers the steps in order: identify the state → verify evidence → inquiry procedure → cases where recovery is not possible. For preventing denials in the first place, see the denial countermeasures article; for how long posting takes, see the posting & confirmation period article.

Step ① — Use the "pending statement" to distinguish three states

Almost every cashback site has a "pending statement" (list of items under review). This is your first diagnostic window. After a purchase, open it and check whether your routing was recorded. The next action depends on what you find there.

If it shows "under review," that's a normal pending wait. Check the "estimated credit: approx. X days" on the offer page and wait until that date passes before taking the next step. For details on posting and confirmation timelines, see the posting & confirmation period article.

Step ② — Determine whether you're "still waiting" or whether points truly vanished

"No record in the pending statement" does not equal a missed credit. It can take anywhere from a few hours to a few days for a purchase to appear in the pending statement. If it's been fewer than 1–2 days since purchase, it may simply still be processing normally.

• Within 24–48 hours of purchase: even if it isn't in the pending statement, it may just be "still processing." At this stage, do nothing and wait.
• Check the offer's "estimated credit date": if the offer page says "up to X days for review" or "estimated credit: approx. X days," use that as the baseline. Only contact support after that date has passed.
• Check the confirmed points passbook: the "pending statement" and the "confirmed points passbook" are separate pages. Once a credit is finalized, it disappears from the pending statement and moves to the passbook. "Disappeared from pending" does not mean it's gone — always check the confirmed passbook too.
• Campaign bonus points post on a different schedule: the base points from shopping routing and bonus points from campaign promotions often post at different times. "Only part of the points arrived" is often this situation.

And "while you wait" doesn't mean doing nothing—preparing for the off chance it doesn't post, by securing evidence now, is the smartest way to wait. Realizing "I kept no evidence at all" only after the posting due date has passed is the pattern that puts rescue furthest away. Right after the purchase, while memory and records are still fresh, save the order-completion email to a dedicated folder, note the order number and purchase date/time, and screenshot the completion screen. With just that, even if a pending wait turns into a missed credit, you can move straight to the next step (an evidence-backed inquiry). Conversely, anxiously re-submitting the same purchase while you wait, or claiming the same purchase from another cashback site, is taboo—it's treated as duplication and becomes the trigger for denial instead. Thinking "wait = prepare evidence just in case" rather than "wait = leave it alone" is the knack for resolving non-posting trouble in the shortest path.

Step ③ — When there's "no record at all," check your Cookie and routing steps

If the estimated credit period has passed and there is still nothing in the pending statement, the most common cause is that routing was not recorded. Cashback site routing relies on Cookie tracking, and the following situations prevent the routing from being recorded.

• Ad blocker / private browsing mode: ad blockers (such as uBlock Origin) block tracking Cookies, and private browsing (incognito mode) does the same. Use normal mode with ad blockers disabled when routing.
• Switched browsers after routing: if you clicked the cashback site link in browser A but completed the purchase in browser B, it will not be recorded. You must use the same browser throughout — from routing to purchase completion.
• Too much time passed after routing: the Cookie left by your routing has an expiration (which varies by offer). If you wait too long before purchasing, the Cookie may have expired. Complete the purchase shortly after routing.
• Left the page mid-flow: visiting other sites after routing, or re-logging into the shopping cart, can break the tracking record.
• Entered a coupon code: some offers become void if you enter a coupon code that is not part of the offer. Always check the notes on the offer page.

These causes are hard to prove after the fact, so improving your process for future routing is the realistic response. For how Cookie tracking works in detail, see the Cookie article. However, if you are confident that your routing steps were correct and you have a purchase record on hand, proceed to the next step (contacting support).

Step ④ — Save your purchase record as evidence (the lifeline for support inquiries)

Whether an investigation can proceed after you contact support depends almost entirely on whether you have evidence. Investigating "routed but no points" requires matching Cookie records with order information on the advertiser (shop) side — and that requires your order details. An inquiry without evidence will likely be handled as "investigation not possible."

Always keep the purchase completion email in your inbox. Some shops let you view order details by logging back in later, but in case you ever lose account access, it's safer to keep both the email and a screenshot as a backup. Only contact support after you have evidence in hand.

Evidence isn't just "captured in the moment"—organizing it so you can find it later matters just as much. The more purchases you make through a cashback site, the more meaningless it is if, when you actually inquire, you can't pin down "which order it was." We recommend creating a label (folder) in your mail app for "cashback redirects" and sorting the order-completion emails of redirected purchases into it; separating screenshots into an album too makes them easy to cross-check later by offer name and date. The minimum retention line is "until posting is confirmed." Once you've verified it correctly landed in the confirmed passbook you may discard it, but keeping it a while after confirmation, just in case, also covers a later reversal (a cancellation treatment, etc.). The value of evidence is not in quantity but in being "instantly retrievable." So you don't panic at inquiry time, make saving and organizing a routine for every redirect.

Step ⑤ — How to contact the cashback site and what information to provide

The estimated credit date has passed, nothing appears in the pending statement or confirmed passbook, and you have evidence — at this point you contact support. Most major cashback sites have a dedicated recovery window such as "shopping guarantee" or "missed credit application."

1. ① Confirm the offer's estimated credit date has passedCheck "estimated credit: approx. X days" on the offer page, and contact support only after that date. If you contact before then, you'll get "please wait."
2. ② Find the "shopping guarantee" or "missed credit application" windowA dedicated form is usually in the site's "FAQ" or "Contact us" section. Sites like Moppy and Hapitas also allow applications directly from the offer page.
3. ③ Fill in the required information on the form① Offer name and shop name, ② date and time of purchase, ③ order number, ④ purchase amount, ⑤ time you routed (if known). In the comments field, briefly note that you confirmed routing before purchasing.
4. ④ Attach evidence filesMany forms allow attachments — attach the screenshot of your purchase completion screen and order confirmation email if possible. Always attach when you can.
5. ⑤ Wait for the investigation resultContacting the advertiser (shop) can take several weeks. A reasonable time to follow up is 1–2 weeks after submission. If routing is confirmed, points will be credited after the investigation.

Cases where recovery is not possible — situations where contacting support won't help

Contacting support does not guarantee recovery. The following are legitimate denials, and in most cases contacting support will not reverse them. Check whether your situation falls into one of these categories first.

• Cancelled or returned purchases: points are credited after a purchase is confirmed and shipped. Orders that result in cancellations or returns do not receive points, and any points already credited will be reversed.
• Purchase did not meet offer conditions: if an offer specifies "new members only," "eligible categories only," or "first subscription order only" and your purchase did not meet those conditions, it will be denied. Always check the offer page conditions before purchasing.
• No evidence whatsoever: "I'm pretty sure I routed" is not enough to investigate. Without an order number or screenshot, there is no basis for investigation and support cannot proceed.
• Cookie expired or different browser used — routing was not recorded: if the cashback site's logs show no record of your routing, they cannot make an inquiry to the advertiser. In this situation, support is unlikely to be able to help.
• Used an external coupon code: applying a coupon that was not provided by the cashback site may void the routing for some offers. Always check the notes on the offer page before purchasing.
• Routed through multiple sites / applied to multiple sites: when you route through multiple cashback sites for one purchase, only the last one is valid. Applying to both will result in one being denied.
• Suspected terms violation or abuse: using multiple accounts, purchasing under another person's name, or exploiting points in bad faith may result in not only denial but account suspension. See the safety article.

For methods to avoid denials before they happen, see the denial countermeasures article. If none of the above applies and this is a genuine missed credit, attaching evidence to your support inquiry significantly improves the chance of recovery.

To sum up everything in one line: rescue via inquiry is a "last-resort insurance," and the main line is, after all, correct redirecting and prevention. Rescue is limited to cases where "the cashback site retains a record of the redirect and you have evidence in hand"; cases where the record itself wasn't left—like a Cookie expiry or unmet conditions—can't be recovered no matter how carefully you inquire. That's exactly why the fastest shortcut to fewer non-posting troubles is up-front handling rather than after-the-fact: turn off the ad blocker, finish from redirect to purchase completion in one go in the same browser, and read the eligibility conditions before buying—keep these basics every time. On top of that, if you secure evidence right after purchase, you can handle even an off-chance missed credit calmly. "Redirect correctly, keep evidence, and inquire with evidence only when it still fails"—drill this order into yourself and you can solve most non-posting troubles on your own.

Mini glossary — key terms for handling missed points

Knowing the words for states and evidence helps you act in the right order without panicking. Estimated credit dates and recovery eligibility vary by offer and site — check each offer page and ポイナビ for the latest information.

Estimated credit dates and recovery eligibility vary by offer and site. Check each offer page and ポイナビ for the latest. For denial prevention see the denial countermeasures article, for posting timelines see the posting & confirmation period article, for how Cookie tracking works see the Cookie article, and for expiry see the expiry prevention article.

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