Pending or rejected orders and inquiries in Samsung Pay

You just bought a great gift, but you don’t see it in your account - where is it?

When making a purchase or placing an order through Samsung Wallet’s cash back program, make sure you always read the merchant’s Terms and Conditions first. Every merchant in Samsung Wallet has a different reporting window. Some merchants may post your order information right away, but others may take up to 32 hours to report it. Other times, the order will not show on your account until it ships.

Sometimes your order will display but say it’s pending. This is because purchases made through Samsung Wallet are sent to the merchant for review. Merchants need to approve the order before it can be processed and shipped, and each merchant has a different amount of review time. Please read the merchant’s Terms and Conditions before you make any purchases.

Make sure you always use the provided link when making merchant purchases through Samsung Wallet. If you alternate between apps, the order could get lost in the process. There are several reasons why your order inquiry may have been rejected. Here are the three main reasons:

• Reported as Canceled: This means your order was returned or canceled by the merchant. For example, the item you ordered may be sold out. For further assistance, you should contact the merchant directly.
• Order Attributed to Another Affiliate: In this case, you may have launched multiple publishers on your phone, which caused your order to be accidentally credited to a publisher other than Samsung Wallet.
• Offer Credited to Another Marketing Channel: This means that you ordered an item from the merchant, but you did not purchase it through Samsung Wallet. Purchases are based on the last thing you select. For example, if you open a merchant’s app through Samsung Wallet, but then close the app and return later, that purchase will be made directly through the vendor, not Samsung Wallet.