If the following frequently asked questions have not answered your query, you can email us at [email protected] or if your inquiry is urgent you can call us at 1-800-OK-CANON

Cashback process

What is considered to be an acceptable proof of purchase?

SHOP PURCHASES: For in-store purchases, Canon requires a copy of your receipt showing payment and the necessary product name information. The receipt must include the product purchased, the price you paid, the name of the retailer , and the date of purchase.

WEBSITE PURCHASES: For online purchases, Canon requires a copy of your order confirmation and the necessary product serial number information. The order confirmation must include the product purchased, the price you paid, the name of the retailer, and the date of purchase.

What formats can be used for uploading documents as part of the registration process and are there any size restrictions?

Please note your file should not be larger than 4 MB. You can upload the common standard JPG, TIF, and PDF formats only. A photograph taken of the receipt or online order confirmation with a smartphone is acceptable if all claim information is clearly visible.

Where can I locate my product’s serial number?

The exact positioning of Canon serial numbers can differ from product to product. Please consult the following useful link to determine the general positioning of Canons serial codes for your specific product: https://canoncanada.custhelp.com/app/answers/answer_view/a_id/1038167

I am experiencing problems when trying to register for this promotion online

Most devices should easily be able to access the website i.e. a mobile/smartphone, pc apple mac etc. However, in some instances, the device you are using might not be able to connect with the website. In the first instance, you might want to try and access the website from an alternative device or consult the manufacturer of the device for advice.

If you are still experiencing problems you can e-mail us at [email protected]

What transactions/products are excluded from this cashback?

Full details regarding which products are eligible for each promotion are provided on our website. Any specific product exclusions are also detailed in the promotional Terms & Conditions that are also available from the promotional website. Exclusions include:

1. Non-promotional products – i.e. products that are not specifically mentioned as eligible products under the Terms & Conditions of the promotion on the Canon cashback website;
2. Products that have been purchased outside of the advertised designated promotional sales period window;
3. Second-hand, refurbished or reconditioned products, or products which are counterfeit or infringe the intellectual property rights of the Canon group of companies in any way (for example, including but not limited to parallel or “grey” import products).

Is it possible for me to apply for this promotion by post instead of online?

The option to apply for this promotion is online only. If you are experiencing any difficulties, please call 1-800-OK-CANON

I have ordered a Canon product within the dates specified for the promotion but it will not arrive/be delivered by the retailer until after the valid promotional dates have passed – can I still apply for this cashback promotion?

Please keep the order confirmation you have (which will be in the promotional dates) and send it together with your Invoice when you fill in the application. There is a grace period of 6 weeks after the last purchase date allowed, so you would be able to supply your documents.

Do I have to live in Canada to participate in this particular cashback promotion?

You need to be resident of Canada to qualify for this cashback promotion.

I have noticed that some other Canon countries are holding different promotions for different products – why does Canon offer different promotions on different products in different countries?

Sometimes other countries run different Canon promotions as they may be better suited to their own local customers or markets.

I was unaware of this promotion and I purchased a product a few weeks before/after the specified promotion dates. Can Canon make an exception and authorize a cashback for my purchase?

We apologize that you have had this experience; however, you can apply for the promotion only if your product is purchased within the dates stipulated in the Terms and Conditions.

How can I track the progress of my claim?

Within 2 days of registering your claim, you will receive an e-mail containing login details: a unique username and password to access the site. These give you access to log in and track the progress of your claim. Please note: from the time of registering your claim it can take up to 10 days for all the information to be validated.

You can quickly check the status of your claim here and enter your claim reference number (this is on the top right of the confirmation email sent to you which you would have received when you submitted your claim).

On the tracking website it says my claim is being processed, what does this mean?

Once you receive an e-mail confirming your claim has been validated (up to 10 days after registering) it will be sent for payment. It can take up to 28 days from validation before your bank receives payment (although it most instances it is sooner). NOTE: it can take between 3 – 5 for some banks to process the payment and for it to show on your statement.

Below is an explanation of each claim status:

This status indicates that your application has been received and is currently being processed by our representatives.

This status indicates that data is missing. For example, the serial number provided is not valid or the proof of purchase does not show the date of purchase. The reason for this status is displayed under the ‘Comments’ section.

This status indicates that all data has been provided and the claim has been successfully validated, i.e. you don’t need to provide any additional information in relation to your claim.

This status indicates that the claim submission does not comply with the promotional terms and conditions. For example, the purchase was not made within the valid promotional dates. The reason for this status is displayed under the ‘Comments’ section.

Why can’t I log onto the website to track the progress of my claim?

Please note the login is case-sensitive so please ensure you type it in exactly (with upper/lower case) as you have received it.

If you have lost your login details you will have to reset your password at this address, following the instructions. https://customers.sales-promotions.com/login-customer-forgetpass/

If you continue to experience problems logging in, then please email us at: [email protected]

What do I do if any of my registered account details have changed since my initial registration for a Canon cashback promotion and I wish to update them?

You can update your bank details at any time via the Customer Online Tracking System, using the log in details provided to you after you initially uploaded your claim. This is the most secure way to update personal information. Please note: if it is close to your payment due date you should also contact us by phone on 1-800-OK-CANON to inform us you will be updating these, so the payment does not go on the old account details on file.


How will I know when payment will be made?

Once your claim has been successfully validated we will begin the payment process and you will receive an email informing you of the expected date by which the payment will be transferred to the bank account details you have provided. NOTE: it can take between 3 – 5 for some banks to process the payment and for it to show on your statement.

Please note that cashback promotion payments will be made in the name of Benamic or Interpay Ltd., so your bank details will most likely reflect that name and not Canon.

You can quickly check the status of your claim here by entering your claim reference number.


How will I know if my claim is delayed due to incorrect or missing information?

Upon having successfully registered online for a Canon cashback promotion, you will be sent by email a confirmation of your application containing both your reference number and personalized log-in details for a website on which you can check the status of your claim and its progress to payment.

If you have registered any incorrect information, this will reflect on that site and you will also be sent an email informing you of the information still required. The quickest way for you to provide us with any missing information is by logging in to that website and updating your details.

You can quickly check the status of your claim here and enter your claim reference number (this is on the top right of the confirmation email sent to you which you would have received when you submitted your claim).

If you are experiencing difficulties providing the information via the website you may drop us an e-mail at [email protected]

When will I receive my cashback payment?

We aim to make payments within 28 days of the e-mail confirming the validation of your claim – this is not within 28 days of your registration. Once received, cashback applications need to be processed by Canon to ensure that we have all the necessary information to validate your claim and arrange payment. Missing or incorrect information risks delaying the validation and payment so please check that you have provided all the necessary correct information. NOTE: it can take between 3 – 5 business days for some banks to process the payment and for it to show on your statement.

We want this process to be as smooth as possible, but Canon cannot be held responsible for any retailers/sellers incorrectly advising customers that payments are made within 28 days of the date of purchase.

Please note you can check your claim here anytime with our Claim Tracker, using your unique claim reference number (this is on the top left of the confirmation email sent to you which you would have received when you submitted your claim).

I paid for my product by credit card so why can my payment not simply be refunded back onto that same credit card?

Canon cashback payments can currently only be made by bank transfer from our bank to the personal bank account details that you have provided at the time of registration.

How can you assure me that it is safe for me to enter my bank account details online as part of a Canon cashback promotion?

Our website is protected with Rapid SSL. Secure Sockets Layer (SSL) is a protocol for enabling data encryption on the Internet. It is most commonly used to protect communications between web browsers and servers. When your web browser connects to a secure site it retrieves the site’s SSL certificate and checks that it has not expired, that it has been issued by a Certificate Authority the browser trusts, and that it is being used by the website for which it has been issued.


Please get in touch with the Canon customer support team.