old.rakuten.co.uk Open in urlscan Pro
35.201.90.214  Public Scan

Form analysis
0 forms found in the DOM

Text Content

We, Rakuten Group, and our partners process your personal data (such as browsing
data, cookie information and other unique identifiers) for content measurement,
audience insights and product development, by storing and accessing information
on your device. You can withdraw your consent at any time in your settings.
Cookie Policy & Privacy Policy

We and our partners process data for the following purposesContent measurement
and services development, Necessary Cookies, Store and/or access information on
a device

SettingsRejectI Agree
Sign In
 * Add bank details
 * Rakuten TV
 * Help

 * Home
 * Help

Customer Support


CLICK ON THE PURPLE SUPPORT ICON AT THE BOTTOM RIGHT OF YOUR SCREEN TO CONTACT
US! 

You may also reach out to us by sending an email to:
support@rakuten-uk-help.zendesk.com





RELAUNCH OF RAKUTEN.CO.UK IN APRIL 2024


WHY WILL RAKUTEN.CO.UK RELAUNCH ITS WEBSITE IN APRIL OF 2024?

In order to deliver an enhanced user experience, we are relaunching our cashback
platform.


WHY WILL I HAVE TO CREATE A NEW RAKUTEN.CO.UK ACCOUNT AFTER THE RELAUNCH?

The current account cannot be used in our new platform. Therefore, we ask you to
create a new account on the new Rakuten.co.uk platform once it has been
released.


WHEN CAN I CREATE MY ACCOUNT ON THE NEW RAKUTEN.CO.UK WEBSITE?

From 10 April 2024, you can create a new account at Rakuten.co.uk. We will share
the exact launch time for our new platform once available.


WHAT CHANGES CAN I EXPECT AFTER THE RELAUNCH?

Thanks to an enhanced platform, Rakuten.co.uk will offer an improved cashback
experience for members from 10 April 2024. To experience the new Rakuten.co.uk,
you will simply have to create an account on the new platform.


CAN I STILL EARN CASHBACK WITH MY EXISTING RAKUTEN.CO.UK ACCOUNT?

Cashback earned for purchases made until 2 April 2024 at 11:59 am BST will
reflect in your current account. After this point, your current account can no
longer be used to make purchases and earn cashback. Your account on the current
platform will still be accessible until 31 December 2024 in order for you to
withdraw cashback earnings related to purchases made until 2 April 2024 at 11:59
am BST.


HOW DO I RECEIVE MY REMAINING CASHBACK EARNINGS FROM MY CURRENT RAKUTEN.CO.UK
ACCOUNT?

As usual, your cashback will remain pending at first when the purchase
registers. Once the respective store validates your transaction, the cashback
related to your purchase will become available. You can withdraw available
cashback on demand at any time up to 31 December 2024. Therefore, we ask you to
register your bank details.


WHEN IS MY ACCOUNT ON THE CURRENT PLATFORM GOING TO BE CLOSED?

After 31 December 2024, all accounts on the (by then) old rakuten.co.uk platform
will be closed. However, you may also close your account at any time before this
date. Go to My Account > Services & Privacy and select the Delete My Account For
This Service button, or you may send your request to:
support@rakuten-uk-help.zendesk.com


I HAVE MORE QUESTIONS. WHERE CAN I GET SUPPORT?

Click the Support widget in the bottom right corner of your screen to reach out
to us. Our Support Team will be quick to respond.


HOW CASHBACK WORKS


PENDING AND AVAILABLE CASHBACK

After you make a purchase, your cashback is initially marked as "pending". This
is necessary because, for example, the shop must first wait to see whether you
return your order. As soon as the shop confirms your purchase, your cashback
becomes "available" - and you can withdraw it to your bank account.


WHEN IS CASHBACK MARKED AS "PENDING"?

Usually it takes 1-3 days for your cashback to be marked as "pending". In some
cases, it can take up to 7 days.


WHEN DOES CASHBACK BECOME AVAILABLE?

The confirmation period is different for each shop, e.g. because different
withdrawal periods apply. On Rakuten.co.uk, each shop profile will show you the
average time it takes for your cashback to become available.


HOW IS THE CASHBACK AMOUNT DETERMINED?

Each shop determines the commission that is paid to us for referring a
transaction. The higher the commission, the more cashback we can offer you for a
shop.


HOW CASHBACK BECOMES AVAILABLE FOR WITHDRAWAL

1
Purchase recorded
1-3 days after your purchase, your cashback will be noted as "pending".
2
Purchase confirmed
After verification & validation the shop confirms your purchase
3
Cashback released
After the shop confirms your purchase, your cashback becomes available.



MISSING CASHBACK?


WHY WASN'T YOUR PURCHASE TRACKED?

There are 2 possible reasons: Either the shop does not acknowledge that your
purchase was made via Rakuten.co.uk or your purchase does not meet the shop's
cashback conditions. In both cases, we do not receive any commission from the
shop and can therefore not pass on any cashback to you.


TRANSACTION REQUEST IN CASE OF MISSING CASHBACK

If you are missing cashback for a purchase, please send us a transaction request
via the support icon. After sending us your order details, we will contact the
shop to check your purchase. As soon as the shop subsequently allocates the
purchase to us, we will add your cashback to your account.


HOW TO AVOID MISSING CASHBACK?

On each shop profile on Rakuten.co.uk you will find our cashback tips as well as
the individual cashback conditions of the shop. These tips will help you to make
sure your order is being tracked.


YOUR CASHBACK WAS CANCELLED?

Cashback will be declined if you have returned/cancelled your purchase or if the
shop determines during the order review process that cashback conditions have
not been met. Please contact us via the support icon if you believe your
cashback has been wrongly declined.


YOUR CASHBACK WAS CALCULATED INCORRECTLY?

It may happen in some cases that your cashback does not match the advertised
percentage/amount. This could happen, for example, if the shop changes the
cashback rates at short notice. Please contact us via the support icon if your
cashback amount is incorrect.


ABOUT RAKUTEN.CO.UK


WHO IS RAKUTEN?

Rakuten is a Japanese company headquartered in Tokyo and offers a wide range of
services in many different areas around the world. Rakuten.co.uk is a service
that allows you to collect cashback when shopping online at our partner stores.


WHY CAN RAKUTEN.CO.UK GIVE CASHBACK TO CUSTOMERS?

For every purchase you make through Rakuten.co.uk from a partner shop, we
receive a commission from the shop. We pass on part of the commission to you in
the form of cashback - that's how you get money back for your purchases with
Rakuten!


IS RAKUTEN.CO.UK A FREE-TO-USE SERVICE?

Yes, Rakuten.co.uk is a completely free-to-use service.


CASHBACK WITHDRAWAL


BANK ACCOUNT TRANSFER

You can withdraw your available cashback via bank account transfer. To do this,
go to Cashback & Points > Withdraw your cashback.


HOW LONG DOES THE CASHBACK PAYOUT TAKE?

Usually, your cashback will be transferred to your bank account within a few
hours. In some cases, it can take up to 3 days until you receive your money.


ARE THERE ANY OTHER PAYOUT OPTIONS?

Currently, you can only withdraw your cashback via bank account transfer. We are
working on introducing more payment options in the near future. Alternatively,
you can convert your cashback into points - see the section below for more
information.


RAKUTEN POINTS & GIFT CARDS


WHAT ARE RAKUTEN POINTS?

Rakuten points are part of Rakuten's global ecosystem. On Rakuten.co.uk, you can
earn Rakuten points by converting your collected cashback into points. You can
redeem points on Rakuten.co.uk to get vouchers from selected partner shops or
use them on other Rakuten services, such as Rakuten TV.


CONVERTING CASHBACK INTO POINTS

When converting cashback into points, you benefit from a favorable conversion
rate: £1.00 cashback = 120 points. For example, if you convert £50 cashback, you
will receive 6000 points. You can then redeem these points to get vouchers worth
£60. This way you save even more!


CAN POINTS EXPIRE?

Points expire 12 months after your last point credit.


HOW TO GET GIFT CARDS?

You can get gift cards (e.g. from Argos, Currys, Tesco) by converting your
collected cashback into points and then redeeming your points for these gift
cards.


YOU'RE FACING ISSUES WHEN REDEEMING POINTS FOR GIFT CARDS?

You have already acquired several gift cards on Rakuten.co.uk in exchange for
points and are now receiving an error message? Please try again after 48 hours.
Please contact us if you are still unable to receive gift cards.


PROBLEMS REDEEMING GIFT CARDS AT STORE'S CHECKOUT?

If your gift cards are not redeemable during the payment process, please contact
the respective shop first. If they are unable to resolve the problem, please
send us a message via the support icon.


YOUR RAKUTEN.CO.UK ACCOUNT


SUBSCRIBE / UNSUBSCRIBE NEWSLETTER

You can unsubscribe from the Rakuten.co.uk newsletter under My Account >
Services & Privacy.


DELETE RAKUTEN.CO.UK ACCOUNT

To do this, go to My Account > Services & Privacy and select the "Delete my
account for this service" button.


DATA PROTECTION ISSUES

If you have any questions or concerns about the way your personal information
has been used, please contact us via the red support icon at the bottom right of
any page (select GDPR as contact reason). For more details and other contact
options, please read our Privacy Policy (https://rakuten.co.uk/privacy-policy),
section "Contact".


VIEW CASHBACK AND POINTS ALLOCATIONS

You can view your Cashback and Points allocations either under My Orders or
under My Account > Cashback & Points.


PROBLEMS WITH LOGIN / PASSWORD

Your email address is not recognised or an error occurs when resetting your
password? Please check if you want to log in to Rakuten.co.uk or another Rakuten
service. In case of another Rakuten service, please visit the relevant website
and try logging in there. If you are trying to log in to Rakuten.co.uk and are
experiencing issues, please contact us via the support icon.
CASHBACK & POINTS
Withdraw cashbackConvert cashback to PointsGift CardsSocios.com Fan Tokens
SERVICES
Rakuten TVRakuten KoboRakuten ViberRakuten Viki
ABOUT
About RakutenDiscover RakutenHelp CentreCookie Manager
Terms & Conditions
Privacy Policy
Cookie Policy

© 2024 Rakuten Europe S.à r.l.


Rakuten Kobo
Rakuten TV
About Rakuten