There may be occasions where your account is missing points from an eligible purchase. This might be because your purchase was not linked to your member profile in-store, you were not logged into your account online, or because of a system issue. In these cases our customer care team can credit these missing points for you. All you need to do is email customer care at firstname.lastname@example.org with your member details (your name and email address is fine) and a copy of your receipt or order as your proof of purchase. Customer Care can then verify your identity and purchase and add your points accordingly.