If you used your Cashback balance to pay for an order in full, but later returned, cancelled, or were refunded for any items in that order, the Cashback you used to pay for the items will be returned to your Cashback Hub, as soon as the seller approves the return, cancellation or refund. You can then spend your Cashback on OnBuy as soon as it's back in your Cashback Hub, or withdraw it straight into your bank account once you've earned £5 or more!
Any Cashback earned on the returned, cancelled or refunded order will be deducted from the balance in your Cashback Hub.
It's easy to see any changes made to your Cashback balance - just head to 'Recent Transactions' in your Cashback Hub for more details.
If you can't see your Cashback in your account, or your refund balance isn't as expected, firstly, check that you've not returned an item or cancelled an order. If you used Cashback to pay for your order, that value will be returned as Cashback and not to your original method of payment.