Rewards may pass through two states before you can use them.
PENDING
Earned but not yet cleared. They sit here for a holding period, which your dashboard shows.
The holding period exists because orders are sometimes refunded or cancelled shortly after payment. Releasing rewards immediately would mean reclaiming them afterwards.
AVAILABLE
Cleared and ready to redeem, subject to the current minimum shown on your dashboard.
WHY PENDING REWARDS SOMETIMES DISAPPEAR
The underlying order was cancelled within the money-back period The payment was refunded, reversed or charged back The order was found to be fraudulent The activity breached the programme rules
This is not a deduction. The rewards were conditional on the transaction standing.
WHAT TO EXPECT
For ordinary customers paying ordinary invoices, almost everything clears.
HOLDING PERIODS CAN CHANGE
Like rates, the holding period is set by ZillionKingHost and may be adjusted. Your dashboard shows the current position. If a balance has been pending far longer than it indicates, open a ticket.
