Frequently Asked Questions

For any concern related to WU^SM Shop, you can fill in 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.

The WU Shop VIP rewards membership program is a paid annual subscription, available exclusively to
My WU^SM members. As a WU 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.

The annual membership cost for the WU Shop VIP reward membership varies from country to country. You can find your annual membership cost based on your country or region below:

·       EU                                 45 EUR

·       Australia                       69 AUD

·       Canada                         59 CAD

·       Other countries            49 USD

We only accept payments through credit and debit cards.

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

You can only receive cash back⁴ when shopping at online stores available on the WU Shop portal while you’re logged into 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 back⁴.

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.

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

·       Add wushop.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 back. For the best shopping experience and most cash back, please disable ad-blockers.

You can get cash back⁴ when shopping on WU Shop while you’re logged into 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 back⁴.

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 Shop.

It may take us sometime to add cash back in your wallet. Please allow up to 120 days from the date of your qualifying purchase.

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.

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 from a merchant that does not offer a cashback on mobile purchase.

·       The store does not offer cash back on your purchase. You can check the cash back details on the selected store’s page on WU Shop.

There is no limit to how much cash back you can earn on your purchases via WU 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.

If you shop at a store that is no longer listed in WU 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.

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.

To track your missing purchase request, do the following:

1.     Log in to your profile on wushop.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.

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

• 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. You can find the missing policy details in the Exceptions section of the Select store page on WU Shop.

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.

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 WU Shop. You can earn cash back³ 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 back³. 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.

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 the Withdraw cash back button.

·       Enter the amount you want to withdraw.

·       Select Withdraw to generate a tracking number (MTCN).

To collect the cash back, 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.

You can withdraw any available amount once you have the minimum required balance of 20 EUR 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.