Frequently Asked Questions

FAQ / My WUSM

My WUSM

What is a WUSM Shop VIP rewards membership?

The WUSM Shop VIP rewards membership program is a paid annual subscription, available exclusively to My WUSM members. As a WUSM Shop VIP member, you’ll enjoy the following benefits:

  • Exclusive discounts from your favorite brands.
  • Double cash back4 on every purchase on WU Shop.
  • Special travel discounts.
  • Special access to select travel partners.
What is the annual cost of the WUSM Shop VIP rewards membership?

The annual membership cost for the WUSM Shop VIP reward membership is 59 CAD.

What are the acceptable payment methods for the WUSM Shop VIP rewards membership?

We only accept payments through credit and debit cards.

What is the refund policy for the WUSM Shop VIP rewards program?

Refunds for the VIP rewards program are processed within 7 business after you submit a cancelation request. You can cancel your VIP rewards membership and initiate the refund from your My WU profile.

Why didn’t I receive cash back4 from WUSM Shop?

You can only receive cash back when shopping at online stores available on the WUSM Shop portal while you’re logged in to your My WU profile.

You’ll also need to allow cookies and advertisements on your device to avoid any technical issues while shopping and receiving cash back.

Why does WUSM Shop use cookies?

We use cookies to track your purchases and offer you cash back4. If you experience any technical issues, you’ll need to allow cookies from Western Union and the stores of your choice.

Can I use WUSM Shop with my ad-blocking software?

To enjoy shopping at WUSM Shop while using an ad-blocker, you can do one of the following:

  • Add westernunion.com to the cash back shopping filter list in your ad-blocking software.
  • Disable ad-blocker while completing your purchases on WU Shop.

We use advertisements to track your shopping and to see if your purchases qualify for cash back1. For the best shopping experience and most cash back, please disable ad-blockers.

Do I need to turn off content blockers on my mobile device?

You can get cash back4 when shopping on WUSM Shop while you’re logged in to your My WU profile. You’ll also need to allow cookies and ads on your device to avoid any technical difficulties while shopping and receiving cash back.

If your iOS device has content blockers installed, your shopping may not get tracked and you may not earn cash back. You can disable content blockers following the given steps:

  • Select Settings, then select Safari.
  • Select Content blockers.
  • Turn off the content blockers and start shopping on WU
When will I receive cash back4?

You’ll receive cash back in 90-120 days after the store confirms a qualifying purchase to Western Union.

Can I shop with a store located in a different country?

Yes, you can shop with any overseas store that facilitates shipping to your country. Please note that you will not earn cash back on international shopping.

Why didn't my purchase qualify for cash back4?

Your purchase may not qualify for cash back for any of the following reasons:

  • You purchased a product at a discount.
  • You redeemed a coupon, gift card, or voucher to pay for the purchase.
  • You purchased using a mobile or tablet.
  • The store does not offer cash back on your purchase. You can check the cash backdetails on the selected store’s page on WUSM Shop.
Is there a limit on cash back4?

There is no limit to how much cash back4 you can earn on your purchases via WUSM Shop.

You can use cash back for personal shopping. You can also withdraw it as cash. If you use cash back for any commercial profit, we may terminate or lock your profile permanently.

Can I shop at a store that is no longer listed on WUSM Shop?

If you shop at a store that is no longer listed on WUSM Shop, you will not receive any cash back. Look for online stores offering similar products on WU Shop to ensure that you earn cash back4.

Why did I earn less cash back4 than expected?

You may earn less cash back for any of the following reasons:

  • Shipping charges
  • Tax and service fees
  • Redemption of any coupon or voucher
  • FX fee for foreign currencies or international shopping

For more help, you can contact Customer Care.

How can I check the status of my missing purchase request?

To track your missing purchase request, do the following:

  1. Log in to your profile on westernunion.com.
  2. Select Cash back overview from the Menu.
  3. Select View in the comment section of the selected missing purchase request.
  4. You’ll be able to see the status of your missing purchase request.

It takes 60-90 days for the store to review these requests. If there is no status update, it means we’re still resolving your missing purchase request.

Why am I unable to submit my missing purchase request?

You may be unable to submit your missing purchase request because any of the following:

  • The store has a specific period for submitting missing purchase requests.
  • The store is not available on your browser extension.
  • The store does allow shopping on mobile.
  • The store is not located in your country.

Every store has a different policy for submitting the missing purchase request. To learn more on their missing policy details, go to Select store on WUSM Shop and then select Exceptions.

When will my missing purchase request be resolved?

The store usually takes 60-90 days to resolve a missing purchase request. Please make sure that you submit the right details to make the process fast and smooth. Once the missing purchase request is resolved, the money will be credited to your bank account.

Why was my missing purchase request declined?

Your missing purchase request may be declined due to any of the following reasons:

  • The store could not track your shopping details due to ad-blockers, disabled cookies, or any other technical errors.
  • The purchase date you entered does not match with the invoice date on the missing purchase request.
  • You submitted an incorrect order ID.
  • Your purchase was not eligible for cash back.
  • Your purchase has not been confirmed from the merchant’s end.
  • The missing purchase request submitted has already been credited in your account.
  • You redeemed an online coupon or voucher from any other site to pay for a purchase on WUSM Shop. You can earn cash back4 if you redeem coupons and vouchers available on WU Shop.
  • You shopped at a store outside of your country. Only shopping at stores on WU Shop within your country can earn you cash back4. In case you entered an incorrect country while signing up, you can contact Customer Care to change your country.
  • You’ve submitted a missing purchase request for your travel booking while it is still in progress. You can request for your travel’s missing purchase only within 45 days of completing it.
  • You submitted the missing purchase request after 90 days of your purchase. No missing purchase request is accepted after 90 days of purchase date on invoice.
  • Your purchase was not eligible for a cash back because it was canceled, returned, or modified. Any purchase initiated on the website and completed via phone is not eligible for cash back.
How can I pick up the cash back4 I’ve earned?

You can initiate a fund withdrawal request online and go to any nearby agent location for cash pickup. To submit a fund withdrawal request, follow these steps:

  • Log in to your My WU profile.
  • Select Withdraw cash.
  • Enter the amount you want to withdraw.
  • Select Withdraw to generate a tracking number (MTCN).

To collect the cash, you’ll need to visit an agent location with your government-issued ID and the tracking number (MTCN) after 2-3 hours of submitting your withdrawal request.

What is the withdrawal limit?

You can withdraw any available amount once you have the minimum required balance of 30 CAD in your My WU wallet. If you choose not to withdraw the entire amount, you’ll be eligible for the next withdrawal only when you achieve the minimum required balance in your wallet.

How can I get customer support?

For any concern related to WUSM Shop, you can fill out and submit the Contact us form. To inquire about a missing purchase, please select Cash back overview in the menu and find the Missing purchase form. Fill in the form and submit it. Remember to use your registered email address when adding your details in any of our forms.

For more help, call Customer Care.

Can’t find what you are looking for?

If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care

4Subject to WU Shop Terms and Conditions.