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FAQ & Troubleshooting

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The redemption tool is not showing Why the credit panel may be missing from the cart or checkout, and how to work through the causes. The store credit page is missing from My Account What to check when the Store Credit tab does not appear, 404s, or redirects somewhere unexpected. Cashback was not awarded for an order The settings and conditions that stop an order generating cashback, and how to check each one. A voucher code will not apply Why a valid-looking voucher is rejected at the cart or checkout. Balances and refunds do not add up Understanding clawback debt, credit holds on unpaid orders, and why reporting totals differ from raw activity. Store credit emails are not being received What to check when customers are not getting credit, voucher or gift notifications.