Send an email to Kira. Sometimes you may be able to submit/scan a copy of the shipping invoice. I think Gevalia is one of the tough ones though, difficult to dipute. I never got credit for mine through a different program, and was bummed b/c had I just done it on my own would have gotten alot more free stuff (mugs and such) through the Gevalia site at the time. I did all the legitimate things too, valid not prepaid cc, didn't cancel (still have it actually).