You've made a purchase on our Top Deals page with one of our partners, but your Wards aren't showing up as pending. What's the next step?
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, simply navigate to the Redeem page > History > Pending. Pending transactions indicate that your purchases have been registered, and your Wards will be added to your balance once our 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, head to the Top Deals page, choose 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'll then be directed to fill out a claim form, where you'll 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. Please note that 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 Redeem 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, please be aware that we can only accept up to 2 modifications for the same claim. Therefore, make sure to fully comply with all the conditions before submitting it.
Attention: Providing false information will result in an account ban.