Frequently Asked Questions

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.

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.

You earn 1 My WU^SM point for every 1 Euro paid in transfer fee². The more money transfers you make, the more reward points you earn. You can redeem these points for transfer fee discounts¹ on future money transfers. ?

¹ Fee reductions apply only to the Western Union® transfer fee for a single Western Union Money Transfer® or Quick Collect® transaction. Excludes all other services, including without limitation, online bill payments, and money transfers via social/chat applications. Points used will not be reversible and if the amount of transfer fee is less than the redeemed discount, no cash, credit, or refund will be provided. Western Union reserves the right to offer promotional discounts that cannot be combined with My WU^SM fee reductions.

² Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees, foreign exchange rates, and taxes may vary by brand, channel, and location based on several factors. Fees and rates subject to change without notice.

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 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 cancelled, returned, or modified. Any purchase initiated on the website and completed via phone is not eligible for cash back.
   
  ⁴Subject to WU Shop Terms and Conditions.

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.

You may earn less cash back⁴ 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.

You enjoy the following benefits by being a My WU^SM member:

• Transfer fee discounts¹ on qualifying future money transfers.
• Limited offers from our partners.
• Exclusive promotions and offers.
• Ability to support philanthropic causes.

Learn more about the My WU program and our special offers.

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.

We only accept payments through credit and debit cards.

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.

• EU                                      45 EUR
• Australia                           69 AUD
• Canada                             59 CAD
• Other countries               49 USD

You can pick up your cash back at any Western Union agent location after submitting a fund withdrawal request online. To do so, follow these steps:

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

The cash back will be available within a few minutes of your request. Bring the tracking number (MTCN) and your government-issued ID to any nearby agent location to collect your money.

You can collect your cash within the next 14 days after which it will be automatically credited back to your WU Shop balance.

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.

Your purchase may not qualify for cash back⁴ 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.
   
  ⁴Subject to WU Shop Terms and Conditions.

Start getting rewarded by enrolling in our My WU^SM loyalty program.

If you are not yet registered, please do the following:

1. Sign up for free on westernunion.com or our mobile app.
2. Select the My WU checkbox. This will generate a My WU number.
3. Start sending money.
4. Redeem your My WU points and enjoy reduced transfer fees¹.

If you are an existing user, just do the following:

1. Log in to your Western Union profile.
2. Select the My WU tab on the top right side of the page.
3. Accept the terms and conditions of the program. You will be assigned a My WU number.

You may also register in person at an agent location. Your My WU membership number will be printed at the top of your receipt.

Note: My WU points are automatically added to your profile after every money transfer.

Western Union believes in rewarding loyalty. When you send money with us, you become eligible to receive membership in the My WU^SM loyalty program. This program lets you earn My WU points with each money transfer you make. You can then redeem the points to get transfer fee discounts¹ on future transfers.

The My WU loyalty program is free to join, easy to use, and helps you save money on transfer fees².

¹ Fee reductions apply only to the Western Union® transfer fee for a single Western Union Money Transfer® or Quick Collect® transaction. Excludes all other services, including without limitation, online bill payments, and money transfers via social/chat applications. Points used will not be reversible and if the amount of transfer fee is less than the redeemed discount, no cash, credit, or refund will be provided. Western Union reserves the right to offer promotional discounts that cannot be combined with My WU^SM fee reductions.

² Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees, foreign exchange rates, and taxes may vary by brand, channel, and location based on several factors. Fees and rates subject to change without notice.

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.
   
  ⁴Subject to WU Shop Terms and Conditions.

To cancel your WU Shop VIP rewards membership, log in to your My WU profile or call Customer Care. Please note that you can cancel your membership and claim a full refund only within 14 days of its purchase. If you cancel after 14 days, you’ll not be eligible for a refund.

Your refund will be processed and credited back to the original payment method within 5-10 business days after you submit a cancellation request.

There is no limit to how much cash back⁴ 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.

You can only receive cash back⁴ when shopping at online stores available on the WU 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 back⁴.

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.
   
   
  ⁴Subject to WU Shop Terms and Conditions.

You can check your My WU^SM points in any of the following ways:

On our website or app

1. Log in to Western Union.
2. From the Menu dropdown at the top right, select My WU Rewards to view your points.

Via SMS¹

Text “BAL” or “PUNKTE My WU number” to 491771789460 using your registered phone number.

On mywu.com portal

1. Log in with your Western Union credentials or your My WU information.
2. Check the balance.

Yes, if you have multiple My WU^SM numbers, you can merge them into one. When you merge My WU numbers, you will be automatically assigned a unified My WU number.

To merge your My WU numbers on the website or mobile app, follow these steps:

1. Log in to your Western Union profile.
2. From the Menu dropdown at the top right, select My WU Rewards.
3. Under Redeem points, choose Have another My WU card? Let’s merge it.
4. Enter the additional My WU number and select Merge.

It may take up to 48 hours to get your My WU numbers merged and reflect the new total My WU points balance. Until then, please use any of your existing My WU numbers.

 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 redeem your My WU^SM points for a discounted transfer fee¹ on a future money transfer. Simply follow the steps outlined below:

On our website or app

1. Log in to Western Union.
2. From the Menu dropdown at the top right, select My WU Rewards.
3. Choose Redeem Rewards to see your reward options.
4. Select your reward and choose Redeem Reward. Your discount will be applied automatically.

Alternatively, you can select Apply promo code on the Send money online page to redeem your My WU points.

On mywu.com portal

1. Log in with your Western Union credentials or your My WU information.
2. Choose the redemption.
3. Select your reward and choose Redeem Reward. Your discount will be applied automatically.

Via SMS²

Use your registered phone number to text a keyword to 491771789460.

For example, to redeem 50 points, type SMS: “5EUR My WU number” and send it to 491771789460.

To redeem via SMS, make sure your mobile number is updated on your profile.

On successful redemption, you’ll see the following message on your transfer summary: Promo code has been applied to your transfer. On the amount calculated in the summary, the My WU discount amount will be shown as Promo in the Financial summary.

You can use My WU points for up to 1 year from the date they were issued.

¹ Fee reductions apply only to the Western Union® transfer fee for a single Western Union Money Transfer® or Quick Collect® transaction. Excludes all other services, including without limitation, online bill payments, and money transfers via social/chat applications. Points used will not be reversible and if the amount of transfer fee is less than the redeemed discount, no cash, credit, or refund will be provided. Western Union reserves the right to offer promotional discounts that cannot be combined with My WU^SM fee reductions.

² By texting one of the identified key words to 491771789460, you authorize us to send to your mobile number, automated text messages relating to the key word’s described purpose. Consent not required for purchase and may be revoked at any time. Msg & Data Rates may apply. Send STOP to 491771789460 to cancel, Send HELP or HILFE to 491771789460 for help. Mobile carriers are not liable for delayed or undelivered messages. For Western Union’s Privacy Statement visit wu.com.

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.