Missing Rakuten Cashback. Dell not reponding

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I'm actually having this exact same issue, probably for the same Alienware desktop deal that Dell was having. I placed my order on April 28, 2025, and I am yet to see the pending cashback from Dell. Rakuten as reached out to Dell and the also have told me that they are yet respond to them. @DELL-Cares can you assist me as well?

Good luck getting your cashback @Shimakaze . @DELL-Cares told me to wait 45 days before they can do anything about my missing cashback. It has been 45 days and still nothing! Rakuten said that Dell denied by cashback because they could not verify my purchase.  I have records on Rakuten site that I visited Dell.com on they day/time that I made my purchase of my Alienware Aurora ACT1250. I wouldn't have made the purchase if I had known Dell was not going to honor its cashback with Rakuten. Rakuten has contacted Dell several times only to be ignored. When they did respond it was past my return window only to say it was denied.  Be warned don't rely on Dell to pay your Rakuten cashback.

@AWUser32 Funny you should reply today - I just got the message today from Rakuten that "Dell Technologies has been unable to verify this purchase as being eligible for Rakuten credit. " I also have the records of my shopping trip from Rakuten in which I also bought the ACT1250 along with the verifying order. I followed the cashback rules to the letter, so I don't know how Dell can just choose NOT to be able to "verify" the purchase. What does that even mean @DELL-Cares ? This cashback was really the catalyst for going through with the order and I too am past the return window. This is my first time buying a Dell computer in about a decade and has really left a sour taste in my mouth about the whole thing.

I bought an Alienware desktop and monitor on April 28, 2025. A big reason I picked Alienware was because Rakuten advertised 12% cash back on all products. Rakuten told me it could take up to 45 days and it's been longer than that. Yesterday I got the same message from Rakuten, "Dell Technologies has been unable to verify this purchase as being eligible for Rakuten credit." They didn't even give a reason why they couldn't verify. Rakuten still advertises Dell and Alienware on their website. Why would Rakuten keep advertising Dell if they weren't getting their cash back? I'm starting to smell smoke. Rakuten tried to appease me with $100 of promotional credit, but that is just a fraction of the 12%. I'm going to keep communicating with Rakuten.

Did @DELL-Cares ever get back to you @UltraHDGamer or @Shimakaze ? I sent a DM to @DELL-Cares and was told to contact Rakuten customer service. Which I replied back that I have already done that and it was Dell who did not verify my purchase as being eligible for Rakuten credit. No response back after that message. I can try again with Rakuten, but they have actually been responsive to emails saying we are still waiting to hear from Dell. It's Dell that doesn't want to pay Rakuten and give us our cashback. I'm waiting for a 15% cashback that Rakuten offered.  I wonder if Dell only pays the 5% cashback and ignores anything higher.

Rakuten customer service has not been helpful. This was my last email from Rakuten.

"We apologize for any misunderstanding this has caused. There is nothing more for you to do on your end to assist with the inquiry.

When you shop through Rakuten in accordance with the terms set forth by Rakuten and the store, the store pays a commission to Rakuten. This commission is what we pass along to you in the form of cash back. Since the order was not automatically reported, we submitted a request for payment to Dell Technologies.

Dell Technologies has not responded to the request for payment that was submitted to them for the order. This means that at this time, no commission has been paid to Rakuten therefore there are no funds available to pass along."

Why is Rakuten advertising Dell if Dell doesn't pay them? Is Rakuten scamming me? Has anyone ever got cash back for a Dell purchase from Rakuten? Is there someone at Dell I can talk to about this?

@UltraHDGamer I got the same response from Rakuten a few days ago. Seems Dell likes to advertise cashback to shop-savvy people through Rakuten, only to then refuse to acknowledge eligible orders, even when there are valid receipts.

The lack of response from @DELL-Cares is also pretty telling as well.