You've made a purchase on the Top Deals page with one of our partners, but your Wards aren't pending. What should you do?
Firstly, please know that it may take at least 48 hours for your purchase to be recorded and visible in the app. To check if your Wards are pending, just go to the Gifts page > History > Pending. Upcoming transactions mean that your purchases have been registered. The Wards will be added to your balance once the Weward partner validates your purchase.
If after 48 hours your Wards still aren't visible in your upcoming transactions, you have the option to file a claim with our partner.
To do this, go to the Top Deals page, then select the brand where you made your purchase, and click on the "Make a claim" button (located at the bottom of the brand's page).
You will then be directed to fill out a claim form, where you will need to attach your purchase invoice along with the following details:
1️⃣ Order number
2️⃣ Purchase amount (excluding tax)
3️⃣ Date of purchase
These details will be forwarded to our partner, who will take care of your request. It may take up to 90 days from the date of submission for them to process your claim.
You can track the status of your claim in the app by going to the Gifts page > History > Claims.
Please note that if any of the required information is missing from your invoice, your claim cannot be accepted. If your claim is rejected by our partner, you will have the option to edit it within the app. However, it is important to note that we cannot accept any more than 2 modifications for the same claim. Therefore, make sure to fully comply with all the conditions before submitting it.
Attention: Any false statements will result in a ban on your account.