Business Profile

Online Shopping

Rakuten

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s profile for Rakuten was created in May 2000. A review of complaints was completed in March 2025. Complaints on file state concerns of delays in receiving Cash Back.

Consumers are encouraged to visit Getting Paid and Rakuten Terms & Conditions (please see 7. Programs)

Complaints

This profile includes complaints for Rakuten's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,054 total complaints in the last 3 years.
675 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/04/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5-26-25 I made a purchase at ************* through Rakuten. I am supposed to automatically get cash back once I make my purchase. When I check Rakuten's site, I can see my 'Shopping Trip' (**********) but they did not give me the cash back. This is an ongoing theme since I place orders at ************* at least once a month while using their site and I'm always forced to submit a help request for my missing cash back. On my receipt it lists a $2 manufacturer's coupon. They tell me that using codes and specials that are not listed on their site MAY make the sale ineligible. Problem is, I didn't use a code or special, I used a manufacturer's coupon. The ** **** ****** *., continued to refuse cash back and said that 'coupon codes may make the sale void'. This back and forth continued and got ********** for the amount, it fluctuates. Some days it's 2% cash back from ********* while other days it is 6% or more. I don't remember what the percent was on the purchase date, so I can't be sure what the cash back amount should be. It would be nice to see that information added to the 'Shopping Trip' list so the customer knows what they are missing.I am requesting the appropriate cash back for this purchase since I did not use a code, I only used a manufacturer's coupon. No where on your website does it make the sale void if you use a manufacturer's coupon. If you feel it should, then change your policy.
Initial Complaint
Date:07/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rakuten suspended my account while I still have a $375 bonus in it. I cant get the cash back because my account is suspended. The payment($375) was scheduled for August 15th, but my account was suspended before the payment date. I would like my account to be restored with the $375 bonus remaining intact.
Business Response
Date: 07/07/2025
Hi There,

Thank you for your inquiry. In order to participate in the program each member is allowed one account. A member may not create or manage additional accounts for themselves or others, and receive bonuses or payments from each account as this is considered abuse of our program.

We have found a number of accounts in violation of our site's terms related to yours. As a result, our risk department has suspended membership for all related accounts. Please review our terms and conditions: **********************************************************************************;

Thank you for your understanding.
Customer Answer
Date: 07/07/2025

Complaint: 23555764

I am rejecting this response because:

Sincerely,

****** *****
Business Response
Date: 07/08/2025
Hello,

As stated in our Terms and Conditions, "we reserve the right to investigate any purchase transactions, referral activity, or interaction with any Rakuten Property that we suspect, in our sole discretion, is abusing or has abused the Program. We reserve the right to rescind any Cash Back, bar further Cash Back awards and/or bonuses, and/or terminate any Member Account that we believe, in our sole discretion, is abusing or has abused the Program, including, without limitation, by engaging in a pattern of returning products after the corresponding Cash Back has been credited. Rakuten decisions are final."

Due to the abuse of our referral and sign up bonus programs, and the large number of accounts in violation of our terms, your accounts will remain closed.

Sincerely,
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Got locked out of my Rakuten account yesterday. Emailed customer service to ask why. Was told an order I placed a year ago was marked as ineligible (whatever that means?) and I would need to provide information about the order to get my account restored. ********************** claimed the third party merchant (Hydroflask) could not verify the validity of the order, even though I received the product A YEAR AGO. I dont even keep information like confirmation numbers for orders in my emails from a year ago. Other than displaying the actual product, I have no way to prove the validity of the order (still no idea what that even means). The Rakuten customer service was extremely unhelpful and claims they are required to side with the merchant in the dispute. What dispute?? I literally dont even know whats going on here! They said because of my refusal to provide an order number for an item I purchased a year ago, they are permanently locking my account. Horrible business practices, horrible business model, horrible customer service.
Business Response
Date: 07/07/2025
Hi *********,

Your account has been reported by for ineligible order activity. Therefore, the account has been deactivated. Please note, your orders are secure transactions between you and the stores. If you no longer have a copy of the order confirmation page for this order, you can request it by contacting the merchant directly. **************************** can be reached by calling ************ from 8 am-8 pm ET, Monday thru Friday. The order information is needed for order number: 3004610243
As stated in our Terms and Conditions, "we reserve the right to investigate any purchase transactions, referral activity, or interaction with any Rakuten Property that we suspect, in our sole discretion, is abusing or has abused the Program. We reserve the right to rescind any Cash Back, bar further Cash Back awards and/or bonuses, and/or terminate any Member Account that we believe, in our sole discretion, is abusing or has abused the Program, including, without limitation, by engaging in a pattern of returning products after the corresponding Cash Back has been credited.

Thank you for your understanding.
Customer Answer
Date: 07/07/2025

Complaint: 23554439

I am rejecting this response because: no proper explanation has been given as to why you believe this COMPLETED order from OVER A YEAR AGO had been deemed ineligible.

Sincerely,

********* *********
Business Response
Date: 07/08/2025
Hi *********,
Once you provide this order confirmation to our *************** team, we will verify and validate this as well as reinstate your account if confirmed.
Without this information, your account will remain deactivated.
Customer Answer
Date: 07/08/2025

Complaint: 23554439

I am rejecting this response because: As I have stated in numerous communications, I do not have the information you are requesting because literally nobody keeps confirmation information from orders that have allegedly been completed over a year ago. And as I have not yet received anything remotely close to an explanation as to why you need confirmation information for an order from over a year ago, I will gladly keep my account with you closed because you clearly dont want my business. I will happily take my business elsewhere from both Rakuten and Hydroflask. Thanks for nothing and have a great day.

Sincerely,

********* *********
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi i got as email 1 day that my account is suspended and ** wont receive my well deserved cashback
Business Response
Date: 07/07/2025
Hi *****,

We have found several violations of our program terms related to your account(s). Due to the abuse of our program, our risk department has ended your membership. You can view the terms of membership on our site here: ****************************************************************

Any suspected or actual cases of fraud activity will be escalated and reviewed in accordance with our fraud process. Company decisions are final.

Sincerely,
Customer Answer
Date: 07/09/2025

Complaint: 23551982

I am rejecting this response because: I don't know what violations you are talking about i followed everything 100% from A to Z

Sincerely,

***** ****
Business Response
Date: 07/10/2025
Hi *****,
Thank you for your message. As previously stated, our Risk team identified multiple violations of our program terms associated with your account(s). As a result, your membership has been permanently closed due to program abuse.
You may review the Terms and Conditions of membership here: ****************************************************************.
Any suspected or confirmed fraud is handled according to our internal fraud protocols. All decisions made regarding account closures are final and will not be revisited.
Thank you for your understanding.
Customer Answer
Date: 07/11/2025

Complaint: 23551982

I am rejecting this response because:
You still didn't tell me what i violated. I followed all rules 100% and you cant just come one day and tell me that i violated the rules and you are withholding my commissions it doesn't work that way

Sincerely,

***** ****
Business Response
Date: 07/14/2025
Good afternoon,
The violations include but are not limited to managing multiple accounts for the purpose of obtaining multiple bonuses.
Thank you
Customer Answer
Date: 07/15/2025

Complaint: 23551982

I am rejecting this response because:
I only had 1 account i was using a internet caf when i logged into my account. I understand you 100% for thinking that i managed multiple accounts but i did not I only had 1 account and that's it.

Sincerely,

***** ****
Initial Complaint
Date:07/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently got my account terminated by ********************** with a very vague response. I contacted the email and they said "We have found a number of accounts in violation of our program terms related to yours. Due to the abuse of our program, our risk department has ended membership for all related accounts." I only have 1 account with **********************, so I have no clue how that is possible. I looked on the web and it seems like this is one of the major issues with using Rakuten in general. Because Rakuten does not have a verification system, they can spontaneously ban people while having little to no evidence. I have been using Rakuten for a year now and I really like the site. This is very disappointing to see one of my favorite cashback websites do this. All I ask for is for my account to be reinstated. I got show proof of my identity with my state ID or any other documentation needed to get my account back.
Business Response
Date: 07/03/2025
Hello *******,

Due to the abuse of our program, our risk department has ended the membership for your account.

You can view the terms of membership on our site here: *****************************************************************************
Company decisions are final.

Thank you.
Initial Complaint
Date:07/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was suspended today because Rakuten customer support said they found multiple accounts under my name. However, I have only ever had one account under my name. I referred my friend to Rakuten, and he had a separate account from mine under his name with his information. However, he linked his ****** to mine because he didn't have his own ****** at the time. Yesterday, I contacted Rakuten about the $40 refer a friend bonus that is listed as ineligible on my account when it should have been pending because my friend bought something and earned cash back. I believe Rakuten support mistakenly credited the $0.82 Uniqlo cash (2% of the $40) back to my account instead of my friend's. I think this also led to my friend's account name change into mine since the Rakuten support misunderstood that I made the $40 purchase on my account, when it was on my friend's account. I believe this made it seem like I had two accounts open. I proved to Rakuten that they were two separate accounts with two different users via email and the screenshots I provided below, but they disregarded my evidence and statements and banned me. My desired resolution is that Rakuten reinstate my account with my confirmed and pending cash back. Photo 1: My Rakuten account that I opened 2/22 Photo 2: Referral on my friend's account, which he opened on 5/1 Photos 3-5: The $40.70 Uniqlo order that my friend made on his Rakuten account Photo 6-7: Proof of order confirmation from my friend Photos 8-10: Additional context, my emails with a Rakuten support member Photos *****: Comparison between my friend's account (which began displaying my name after contact with support) and mine Photo 13: Ineligibility for friend bonus despite my friend making a purchase before 90 days (July 30)Photos *****: Email message chain with another Rakuten support member
Business Response
Date: 07/03/2025
Hello *********,

Due to the violation of our Terms and Conditions from your account and those associated with yours, our risk department has end its relationship with your accounts.

You can view the terms of membership on our site here: *****************************************************************************
Company decisions are final.

Thank you.
Customer Answer
Date: 07/03/2025

Complaint: 23550357

I am rejecting this response because Rakuten failed to answer any of my statements in my original complaint. I have not violated the terms and conditions and have shown photo evidence of this. I first contacted Rakuten because they failed to pend the cashback from the refer-a-friend bonus, but I believe customer support misunderstood my email and believed I had two accounts. I agree that my email could have been worded better, but I just wanted to advocate on behalf of me and my friend for not receiving the $40 referral bonus for both of us. It would not be possible for the two accounts to belong to me, especially since the accounts have two different IP addresses.
I also don't understand the family policy regarding Rakuten. My family members' accounts were banned, but in the household we always kept our accounts separate and used our separate and respective cards to make legitimate purchases using Rakuten. Not once did we login to each others' account or commit fraudulent behavior.
Business Response
Date: 07/08/2025
Hi *********,
Due to multiple account violations, the account will remain closed.
Thank you for your understanding
Initial Complaint
Date:07/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Rakuten for failure to honor a clearly advertised 10% cashback promotion for Celebrity Cruises on Feb 11, 2025. On that date, I accessed the Celebrity website through Rakutens portal during a prominently advertised 10% cashback promotion. As I have had issues with Rakuten before, I carefully documented every step of the process, including: 1. A screenshot showing the 10% cashback promotion was activated. A Rakuten Shopping Trips screenshot confirming my session. 2. A credit card payment showing I paid $2,431.46 to Celebrity on Feb 11. 3. An email confirmation from Celebrity. Immediately after the transaction, I submitted an inquiry through Rakutens online contact form. Their response was that cashback would be credited after the cruise was completed on June 22. Following the trip, on June 26, 2025, I contacted Rakuten again regarding the cashback. To my disappointment, they stated that they could not locate any shopping trip linked to my order, despite the evidence I provided, including the screenshots and transaction records. Rakutens customer service then offered a $50 bonus credit as a resolution, but this credit has also not been provided.This conduct is misleading and unacceptable. Rakuten promoted a cashback offer, I followed all necessary steps and have comprehensive documentation to prove it. Yet they have not honored the promotion or their promised resolution. I am requesting that Rakuten either: Honor the full 10% cashback of $243.15 and the previously promised $50 bonus credit.Attachments included: 1. Credit card payment showing charge on Feb 11, 2025; 2. Screenshot of Rakuten 10% cashback activation; 3. Email confirmation from Celebrity Cruises; 4. Screenshot of Rakuten Shopping Trips session I hope the BBB will assist in resolving this issue promptly. Please let me know if any additional information is needed.
Business Response
Date: 07/03/2025
Hello *****,

As a courtesy, your account has been updated to reflect this booking with the transaction date of 01/31/2025 when you made your initial payment. The documents provided show that you booked this trip on 01/27/2025, and you do not have a Shopping Trip on this date. You cannot earn Cash Back for the dates you made payments on the cruise, unfortunately. We regret any inconvenience this may cause and appreciate your understanding in this matter.

Thank you.
Customer Answer
Date: 07/03/2025

Complaint: 23547226

I am rejecting this response for the following reasons:
I made two separate transactions through Rakutenone on January 31 and another on February 11both of which have corresponding credit card payment records. I have repeatedly explained to Rakuten that although a shopping trip appeared on January 31 shortly after my $1,000 payment, it disappeared about a week later not sure it's a scam or technical error. Because of this, when I made my second transaction on February 11, I carefully documented every step with screenshots to preserve evidence. The cashback offer was 10% on February 11 for a purchase totaling $2,431.46. Rakuten has claimed I made a booking on January 27 and paid on both January 31 and February 11. However, this is inaccurateI only reserved with Celebrity on January 27 and did not make any payment at that time. The actual purchases occurred when the payments were made, not at the time of reservation. Their courtesy credit is a shady way to not honor their cash back promotion.
Sincerely,

Wai Wa Tsui
Business Response
Date: 07/07/2025
Hello Tessa,

The message in your initial emails states, "we paid $1000 on 31-Jan, 2025 deposit to celebrity cruise booking, then today on 11-Feb 2025, we paid the remaining balance of $2431.46 as we saw Rakuten has 10% cash back." You can only earn Cash Back when the order is placed, not for when payments are made. Sorry for any confusion.

Although this order wasn't properly placed through Rakuten, we awarded credit for the date of your initial deposit as a courtesy, and a bonus was added to your account. No commission will be paid to us for this order, so the amount added to your account at a loss is the best we can offer.

Thank you,
Customer Answer
Date: 07/07/2025

Complaint: 23547226

I am rejecting this response because:
I replied you on July 3, "I actually also booked the Jan 31 through Rakuten and the shopping trips were shown upon booking, but a week later, I noticed the shopping trip records were all gone, that's exactly why I captured every screen shot on the Feb 11 booking. I also have another celebrity transaction ID ******** which I haven't even raised with you, which has the same issue, shopping trips shown upon booking then disappear later. It seems the promotions for Celebrity is a scam that no intention from Celebrity to ever pay. I used Rakuten often, this only happens with Celebrity."
I made a reservation or booking with Celebrity WITHOUT payment on January 27 and celebrity will hold your reservation for 1-2 weeks. Then Jan 31 I decided to move forward with the booking, I paid $1000 through Rakuten as first payment or deposit as there was cash back promotion on Rakuten but the shopping trips disappeared later, so I made sure I captured screenshot for every step when I was making the second payment on Feb 11. You cannot call a booking with no payment as actual purchase. The celebrity invoices are showing booking on Jan 27, payment on Jan 31 and Feb 11.

Sincerely,

Wai Wa Tsui
Business Response
Date: 07/11/2025
Good afternoon,

This order was not properly placed through Rakuten and Rakuten did not earn commission from the merchant. When this happens, we do not award Cash Back however as a courtesy we did this anyway. The amount added to the account at a loss is the best we can offer and has already been applied to the account.

Thank you.
Initial Complaint
Date:07/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I emailed Rakuten because there policy says your first pay out is in ************************************************************************************************* back and said I had to wait 3 months till a payout because it only sends out first time payments in 15 days if it's a small amount of cash back I done went on ******* and applied for a credit to be new customer for iPhones for the cash back purposes and this is ridiculous
Business Response
Date: 07/01/2025
Hello *******,

Thank you for contacting us. At times we send out checks early to new members that have small amounts of Cash Back accumulated. The checks are sent early to show them how Rakuten works and to encourage them to shop more. All other payments follow the schedule outlined here: **********************************************************************************************************************;

You will notice your Cash Back is currently still pending, meaning it is not eligible for payment yet. If you click on the purple arrow next to your orders in your "Recent Cash Back Activity" you will see this order will be confirmed by and is going to be included in your 8/15/2025 check. This is the next possible payment our program offers.
Thank you
Initial Complaint
Date:06/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I been using Rakuten for a few years and the service been good but lately they closed and deactivated my account because it was associated with another account, but the weird thing is that this only happens after I notifed them that I didn't get any cash back from certain vendors. Usually I would notify them whenever I can but also I started to notifiy them because sometimes I would forget to do so later on. Now the most recent one was with Klook which was I would get 10 dollar on the first purchase but what happened was they Shut down my account and refuse to reopen this. I heard that this happens with many other people where their account get shut ******* previous account that I had with them was also shut down around 3-4 years ago and so I opened a new one and they seem to have shut me down again. I am unhappy because I did not make any referrals on my account newer account ********************* since the beginning of my account.
Business Response
Date: 06/30/2025
Hi ***,

On June 21, 2025 you wrote into *************** (from ******************************)stating you were inquiring about your welcome bonus and informed us you just opened this account and made your 1st purchase.

On 6/29/2025 you wrote into *************** from that same email address inquiring on your deactivated account. You let us know I only used this account and no other account. Been using it for over 4 years.

As noted in the BBB inquiry by you, your previous account was also shut down 3-4 years ago. Due to the multiple violations of our program,your account and any future accounts will remain deactivated.

Thank you.
Initial Complaint
Date:06/26/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been a Rakuten user for years, using the platform as part of a legitimate, high-volume purchasing and resale business. Ive always complied with their terms and used the service responsibly and transparently. A few weeks ago, I reached out to Rakuten customer support to request that a high order volume note be added to my account, so my frequent purchasing activity wouldnt raise red flags. The first representative agreed with the request and said they would transfer me to someone else to handle it. After I was transferred, my account was suddenly locked. I was told I needed to verify my business. I complied completely and submitted everything they asked fororder confirmations, business details, and more. Once verified, I was informed that the high-volume note had been added, and my account was restored. Two weeks later, my account was abruptly locked again. This time, I was told it was because I allegedly had multiple accounts under the same name, which is completely false. I have only ever had one Rakuten account. I explained this to support and offered to provide additional proof. I even mentioned I would bring in legal assistance if needed, because I have nothing to hide. Instead of investigating further, Rakuten sent me a final message stating: There are no further actions we will take on your behalf. This case is now closed. We suggest you find another rebate program to use. Ive done nothing wrong. I have tracking and delivery confirmation for every cashback-paid order and never requested cashback on any canceled or ineligible items. Rakuten is now holding money I rightfully earned through legitimate business activity. Its clear this entire situation resulted from poor communication between Rakuten agents, not any wrongdoing on my part. I am requesting that my account be reinstated so I can continue using Rakuten fairly as a legitimate customer. I am even willing to get my lawyer involved to show all proof needed.
Business Response
Date: 07/08/2025
Good afternoon,
As youve noted multiple times, you are a resellerinformation you also confirmed in your recent complaint. While Rakuten does not distinguish between reseller and non-reseller status, many of our partner merchants do include reseller exclusions in their terms. This means that purchases made for resale purposes are not be eligible for Cash Back.
We previously informed you of this policy on April 29, 2025, and again on May 1, 2025. These exclusions are also clearly displayed on the store pages when you click through Rakuten prior to shopping. This applies to **** and *******, both of which appear frequently in your Rakuten shopping history. For your reference, here are the direct links to those store pages:
********************************************************
***********************************************

Due to multiple violations, including the use of duplicate accounts, reseller activity with merchants that prohibit such transactions, and repeated canceled orders, your account will remain deactivated.
Thank you for your understanding.
Customer Answer
Date: 07/09/2025

Complaint: 23524020

I am rejecting this response because:
Dear Rakuten Member Services,
Thank you for your response.
However, I want to respectfully clarify several important points, as I believe your decision is based on a misunderstanding.
My **************************************start="460" data-end="463"> A few weeks ago, after my account was initially locked, I submitted all requested documentation to verify my business and account activity. After reviewing the documents, your team confirmed that everything was in order, added a high-volume note to my account, and reinstated it. That verification process was completed in good faith and with full transparency.
I *******************************************start="869" data-end="872"> Your message mentions "duplicate accounts" as one of the violations. I want to be absolutely clear I have only ever had one Rakuten account. I have not created or used any alternate, duplicate, or related accounts. If your system flagged otherwise, it is a mistake or false match, and I am willing to provide any evidence necessary to prove this.
Reseller Activity Was Disclosed and ******************start="1274" data-end="1277"> I was transparent about my business model from the beginning. If certain merchants exclude resellers from cashback, I understand and fully accept those terms. However, to penalize me retroactively for purchases that were made in good faith especially after my account was verified and usage patterns were known seems unfair. I have never claimed cashback on canceled or ineligible orders.
I am again asking you to re-review my account and activity with fresh consideration. Ive done nothing deceptive or dishonest. I cooperated fully, and I want the opportunity to continue using Rakuten properly and within your guidelines.
Thank you for your time

Sincerely,

***** *********
Business Response
Date: 07/10/2025
Hello Chiam,
At this time, the decision remains final, based on the multiple violation of our program.
Thank you.
Customer Answer
Date: 07/10/2025

Complaint: 23524020

I am rejecting this response because:

Dear Rakuten Support,
Thank you for your response, though Im disappointed that it does not address any of the specific points I raised.
I want to restate that I have fully complied with all of Rakutens policies, submitted every document requested, and have always used my account in good faith. Your team previously verified my business, acknowledged my account activity, and reinstated me after adding a high volume note which confirms that my usage was understood and accepted.
I must again respectfully emphasize:
I have never had duplicate accounts. Any such claim is incorrect or a technical error.
I have not requested cashback for canceled or ineligible orders.
I clearly disclosed my business model and complied when certain stores excluded cashback for resale-related purchases.
The claim of multiple violations is vague and has never been substantiated with evidence.
I am asking, one last time, for a full and fair review by someone outside the original case team. If Rakuten is unwilling to provide a clear explanation or reconsider its decision, I will have no choice but to escalate the matter through external channels, including the attorney general complaint portal, and a formal inquiry regarding withheld earned rewards.
I remain open to resolving this amicably, but I cannot accept an account closure based on incorrect or unproven claims.
Sincerely,

***** *********

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