Promotional FAQ's

Logging in and Collecting points

I can't login to my account

If you cannot login to your Real Rewards account, please reset your password. If resetting your password still does not work please click here.

How do I use eShops?

To help you get started with eShops we have put together a simple guide with step by step instructions to make collecting points a little easier:

  1. Browse
    • Find the brand on our site that you want to shop with
    • Search for a specific brand using our search bar at the top or browse different categories of retailers using the navigation bar above
  2. Select
    • On the brand's page on our site, you'll be able to view their current offers
    • To start shopping, just click on the “Shop Now” button next to the offer - this will simply open the brand's own website in a new tab for you
    • Remember, it is important that you don't just go to the brand's website directly
  3. Shop
    • Just make your purchase exactly as you normally would, and then we'll take care of the rest!
    • We'll calculate the amount of points you're due, and any points earned should show on your account page within 7 days, although it's often a lot sooner

How do I make sure I receive my points?

Whilst the vast majority of transactions do track, there are situations where something can go wrong. This can be for a number of reasons including anti-spyware, anti-virus or other protection on your computer might prevent points tracking back to your account.

In order to aid successful tracking on your computer, please consider the following points:

  1. Always start your shopping journey by logging onto your Real Rewards account. Do not click away from eShops after you have added items to your basket or generated a quote.
  2. Ensure that you purchase immediately after clicking through from eShops. Do not click to any other sites during this process.
  3. Ensure that your internet browser and firewall/security software is enabled to allow cookies.
  4. You could try “clearing the cookies” stored on your computer before purchasing.
  5. Check that you don't have an adblocker active or turn this off during your eShops visit.

    It is hard for us to advise on further specifics due to the number of factors which can affect tracking on a single computer but we would advise one further step:

  6. Try another browser software package or computer to test your tracking.
  7. Make sure you're logged into your Real Rewards account when you make your purchase, otherwise we can't track it back to your account!

If you have tried all of these steps and you are still experiencing issues, please feel free to log in and head to the Customer Care section and send us an enquiry and we can try and advise further.

Can I shop through eShops if I am not a Real Rewards member?

Yes, you can but you will not collect Real Rewards points. You can get join by simply picking up an application form in your local SuperValu store. You can fill it out in store (it will take three weeks to complete your registration and before you can start redeeming your rewards) or to speed up your registration you can register your card here to get your password and immediately avail of the Real Rewards benefits.

Do I have to make my purchase immediately?

Transactions must be completed immediately and wholly online from your eShops account to be eligible for Real Rewards points.

What this means is that you can't click through to a brand and place items in your basket and then come back and purchase them at a different time. Or you can't generate a quote, save it, and then come back and purchase that saved quote.

You can go back and make a purchase with the brand if you want, but you must start the process from the beginning again, not using any previously saved quotes or shopping baskets.

If you want to shop around and try and find the best deal, this is fine, but once you know where you want to make your final purchase from, we would advise that you clear your cookies before you complete it to ensure that your sale is credited to eShops account and not another website.  to learn how to clear your cookies.

Why is there such a long delay before my points become available?

This is because we need to allow approximately 35 days for the brand to confirm that your purchase has not been returned.

The exceptions here are the travel sites. The points earned on these sites will become available 35 days after you have completed your stay.

We're sorry about this delay, but we do feel we are one of the quickest to make points available.

Missing points

I wasn't logged into my Real Rewards account when I made a purchase on eShops- is there anything I can do?

Unfortunately in order to be eligible for any Real Rewards points you do need to ensure that you are successfully logged in to your Real Rewards account first and then complete your purchase immediately and wholly online.

If you forget to log in there is no record on your account to confirm that your transaction started from eShops. As such the brand cannot tell where the transaction came from so they won’t award any points.

If you are accidentally logged into a friend or family members Real Rewards account and you make a purchase this will be tracked to their account. We would not be able to transfer this over from one account to another. In these cases you would need to leave this to progress on the account on which you had made the purchase on and then ask this friend or family member to transfer the points to your account once received.

We realise that this might be disappointing when you accidentally forget so always double check you have signed in (and to your own account!) before you proceed with your shopping.

Why can I see no mention of my points in my account?

eShops transactions may take a good few days to show up within your account page. But if you have already waited more than 7 days after making your purchase and there is still no sign of your points, then the best thing to do is to log in to your account and contact us and we'll be able to look into it for you.

Please note, if your transaction has tracked, but with 0.00 points, reference the below answer.

My points are reporting as 0.00

If your transaction seems to have tracked, but it has only ever been displayed as zero then this can mean several different things. (Please note: This is different to your points having tracked at a value, but then being crossed out or replaced with zero - please ).

Several sites report 'leads' as a transaction event. This means they are reporting that they have detected that you clicked through from eShops to their site - but they are not yet reporting that they have tracked any transaction entitled to points.

On the whole it is normally quite a good sign that the brand has detected your click through - but if no points value is reported then it is best to log into your account to contact us.

Why didn't my purchase track?

Whilst the vast majority of transactions do track, there will always be situations where, for instance, anti-spyware, anti-virus or other protection on your computer might prevent points tracking back to your account

If this happens, then firstly – don’t panic. Please wait at least a week or two – as some transactions take a little while to be reported to us by the brand. If at this stage, the points have not tracked to your account, simply log into you account and contact us and we will be able to look into it for you. Please supply your order number as supplied by the brand you purchased from.

Having received your enquiry, we will then chase up your points on your behalf with the retailers. The vast majority are resolved successfully within 3 months.

My points have been crossed out and are showing as declined, why?

If the points amount has been crossed out on one of your transactions, and it is showing in the 'declined' column of your Earnings page, this means that the brand has marked your transaction as being ineligible for points.

We may not know exactly why the brand has reached this decision, but some possible reasons may include:

  • You cancelled or returned your order or part of your order
  • You used a promotional code or voucher code not approved by eShops when making this purchase
  • You asked for a quote or browsed a brand's website, but didn't make a purchase.
  • You may have used a saved quote or a renewal quote to make this purchase
  • The brand pays points to new customers only, and you have shopped with this brand before (please see the brand's page to see whether this applies)
  • You did not complete your order online i.e. it was finalised over the phone
  • You did not meet any other of the Terms and Conditions set by the brand

If your transaction has been declined, and you feel that it could not be for any of the reasons above, then please could you log in and contact us and we will be able to look into it for you. Please supply your order number as supplied by the brand you purchased from. We will then be able to investigate this with the brand, so that we can try and resolve the issue or find out some more information for you.

Both my purchase price and points have been reported as lower than expected. Why?

Some retailers will only pay points on the ex-VAT price and most won’t pay points on the delivery cost. This can mean that you have a lower purchase amount reported and consequently a lower points amount.

Where we have been informed that the ex-VAT price only is used we have added this to the brand Notes as a guide – but there may be several such retailers where this isn’t indicated.

If you really feel that your points are significantly less than you were expecting - and this isn't accounted for by the VAT, delivery and other such costs, then you might like to log in and contact us. Please let us know the background within the enquiry. Also, and IMPORTANTLY, please quote your FULL purchase price - but ONLY the points that you are missing. So you are only claiming for your missing portion of the points.

Why have my points tracked at a lower amount than I expected?

Firstly, has your Purchase Amount also tracked at a lower amount than expected? If so, please .

If your purchase amount appears to be correct, but your points are lower than expected then it may be that the deal offered by the brand has recently changed. Please do let us know here so that we may change the rate shown – although our systems should pick up any changes pretty quickly.

We apologise if you feel you have lost out for this reason – but from time to time our rates may become out of date – and this is normally through no fault of our own, as we are not always informed when retailers change their rates. You should hopefully have noticed the discrepancy pretty quickly – in which case you should be able to return the item/cancel your policy if the points were very important to you.

Rates are as likely to be revised upwards as downwards – but strangely, not a lot of people feel the need to tell us if they have received more points than expected!

However, if you feel that your points are tracking lower than the rate displayed on the site at the time of your transaction, then please contact us.

Just to mention again though, we are very sorry if you feel you have missed out on some points because the rate has changed. We work hard to try to keep our rates up to date – but when listing hundreds of retailers, it is inevitable that from time to time the odd rate may become inaccurate.

Why haven't my points reached 'confirmed' status yet?

The status of the transaction is not as important as the transaction actually appearing in your account. While some retailers process transactions through the various stages, others seem to keep transactions as pending and then jump straight to payable.

What do the statuses 'pending' and 'confirmed' mean?

When you click through from eShops and make your transaction on a brand's site, your action is tracked by the brand and reported back to us (along with your uniquely identifiable code – letting us report your transaction to you).

When the transaction is first reported, it will be given a ‘Pending’ status. This means that the brand has tracked your transaction and indicated the points to be awarded. They haven’t yet, however, confirmed that all criteria have been met or that they will actually send the points.

After 35 days, your transaction will switch to ‘Confirmed’ status unless you have cancelled or returned your purchase. At this point, you will be able to see your points in your Real Rewards account and choose to use them with our partners or towards your SuperValu shop.

Missing points enquiries

I have sent a missing points enquiry but now my transaction has tracked correctly. What should I do?

Thanks for taking action on this. You can simply let us know here.

I have sent a missing points enquiry but now I have returned the item/cancelled the order. What should I do?

Firstly, thanks for looking up this information in order to take action.

You can simply let us know here.

I have sent an enquiry regarding missing points; why is it taking so long for you to process?

After you submit a missing points enquiry, we run through the enquiry just to check that the relevant information has been provided. We may have to contact you if you have not provided your order number or e-mail address connected to the order. This will delay your enquiry. We ask you for this information as the brand's network will not accept enquiries that do not include this information. Please could you be aware that we submit enquiries in batches every few weeks.

Once we have submitted your enquiry, we simply have to wait for the affiliate network and brand to process this. This is an exacting process, so we ask members to allow 2 – 3 months for this to be resolved by the brand’s network. As we are reliant on the brand’s network process; there really isn’t much that can be done to speed the process up.

We do, however, maintain good contact with all of the affiliate networks – helping to ensure that our enquiries are not forgotten about.

My 'missing points' enquiry has been rejected; what can I do?

If your missing points enquiry has been rejected then we're really sorry, but there is very little we can do.

When points claims are rejected, we may not be informed of the reason. Frequently however, the reason is that the brand has already paid your points as commission to another website. This means that they identified another website as having provided your custom.

This might be another bonus site, but equally it could be a comparison site or even a search engine. It may seem harsh, but there is really virtually no chance of getting back your points if it has already been paid to another website.

This is why we are very keen on members clicking through to retailers and completing their transaction immediately and wholly online. Even better would be if cookies could be cleared immediately before clicking through - this would then reduce the chance of your custom being linked to another website.

I want to claim for my missing points but my purchase was over 100 days ago

If it is over 100 days since your transaction, then I’m afraid that we can’t normally chase up your missing points. This is a rule imposed on us by the affiliate networks, who frequently won’t handle enquiries much older than this.

If, however, you wish to claim because your transaction has recently been rejected by the brand (i.e. your points have been crossed out and replaced with zero) – but your transaction is now over 100 days old, then we realise that there was nothing else which you could have done – please contact us - so we will be able to over-ride the system on your behalf and accept your enquiry.

Using my points

How do I use my points?

Your points are automatically generated in your Real Rewards account. Once your points are confirmed in 35 days of your purchase you can choose to use your points with partners or get money off your shop in any SuperValu store or online at

Can I use my points on eShops?

Unfortunately you cannot use points on eShops. eShops is a great way to collect Real Rewards points when shopping online.  to see all the ways you can use your points.


I am experiencing problems on a brand's own website; what can I do?

The brand’s website should behave the same from eShops as it would if you were to visit the website directly.

If you are experiencing a problem specific to a brand's website, we would hope that this is only a temporary problem and ask that you try again shortly.

As we hope you can appreciate, it can be hard for us to advise with regards to external websites as we feature so many.

The only other thing that we can really suggest is that you try to clear your cookies for the internet browser that you are using or try on a different day.

If this problem is persistent you could try downloading and using a different internet browser or if possible, a different computer to see if you encounter the same problem.

Where will the retailers deliver to?

You will need to check with each individual brand for full details of their delivery options.


Are my personal details safe?

The security of your personal information is important to us. For more details, see our privacy policy here.

Will I be contacted by SuperValu eShops retailers?

eShops will not share any personal information about you with the retailers. Please note though that when you click a ‘Shop Now’ link to a brand, you will leave SuperValu eShops completely and you are subject to that brand’s Terms & Conditions. If you leave your details with a brand, they may contact you.


What is a cookie?

Cookies are just small chucks of information that are stored in your browser. Many websites use them to offer a personalised experience, show advertisements, and to improve your customer experience.

How do cookies work to track my points?

We use cookies to track your points back to your account, so it's really important that these are enabled in your browser. They simply store tracking information so that when you visit a brand from eShops and make a purchase, the brand knows that you've come via our site and we receive the commission for your sale (which we pass onto you as points).

In order for the tracking to work, your browser must have these 'cookies' enabled.

How do I clear my cookies?

In order to make sure that eShops is classed as the 'Last Referrer' for a sale and so that we can track your purchases correctly, our cookie must be the last placed on your computer prior to a purchase.

Other websites including comparison sites and vouchercode sites use cookies which can override the eShops cookie, meaning that they get paid for your purchase instead of us - hence, you will not receive the points.

Therefore, we advise that users should clear the cookies from their computer prior to clicking through to ESHOPS to delete your cookies, follow these steps for your chosen browser:

Internet Explorer

  • Open Internet Explorer.
  • Click the Internet Explorer tools button (in the top right corner) and then go to Internet options.
  • On the General tab, under Browsing history, click Delete.
  • Tick the Cookies and website data check box, and then click Delete.


  • Open Firefox.
  • Click the Firefox menu button (in the top right corner) and then go to History > Clear Recent History.
  • Change the time range to ‘Everything’ and make sure the Cookies check box is ticked.
  • Click Clear Now.


  • Open Chrome.
  • Click the Chrome menu (in the top right corner) and then go to More tools > Clear browsing data.
  • Change the time range to ‘the beginning of time’ and make sure the cookies check box is ticked.
  • Click Clear browsing data.


  • Open Safari.
  • Click the Action menu (in the top right corner) and then go to Preferences.
  • Click on Privacy and then click Remove All Website Data.

How do I enable cookies in my internet browser?

To enable cookies in your internet browser, follow the instructions below for the browser version you are using. Once you have enabled cookies, re-start your browser and visit this page again to ensure your tracking is enabled.

Microsoft Internet Explorer

  • Select 'Internet Options' from the Tools menu.
  • Click on the 'Privacy' tab.
  • Click the 'Default' button (or manually slide the bar down to 'Medium') under 'Settings'.
  • Click 'OK'.
  • Close all open browser windows, then re-open and sign-in.

Mozilla Firefox

  • Go to the 'Tools' menu and click 'Options'
  • Click on the 'Privacy' tab.
  • Set the 'Firefox will:' option to: 'Use custom settings for history'.
  • Make sure 'Accept cookies from sites' and 'Accept third party cookies' are check marked.
  • Restart your browser to save these changes.
  • Close all open browser windows, then re-open and sign-in.

Google Chrome

  • Click the button that is represented by three horizontal black lines located at the top right of the browser.
  • A drop down menu will appear. Click on settings and then click on the 'Show advanced settings' link at the bottom of the page.
  • The Privacy menu is displayed. Click on the Content settings button and the relevant menu will appear.
  • Click 'Allow local data to be set (recommended)'.
  • Click 'OK'.
  • Close all open browser windows, then re-open and sign-in.


  • Press the 'F12' key on your computer keyboard.
  • Click on the 'Enable Cookies' option to place a tick next to it if one does not exist already.
  • Close all open browser windows, then re-open and sign-in.