Oh no, we're sorry to hear this!
For insight and transparency, in order for us to offer our users rewards on their favourite brands, we purchase a gift card on your behalf which is then applied to your purchase; this happens in real time and in a matter of seconds.
These instances are rare and what appears to have happened is, payment was taken, we tried to apply the card however, an error occurred via the brand you shopped with at the time of purchase. This will explain why you have not received any communication from the brand, as an order has not been placed. Rest assured, we have implemented a fix, which helps resolves these scenarios much more effectively.
If you were to go to your Super app > Tap Transactions > tap on the relevant transaction, at the bottom of the screen, you will find a Gift Card Number.
Copy this Gift Card Number, go to back to your basket via the brand, and apply this code to your basket once you're happy to confirm payment.
Example of where to find Gift Card in the Super app:
