Why Was My Purchase Declined or Marked Ineligible?

Short answer

Purchases are usually marked ineligible because they don't meet your employer's eligibility rules, are missing required information, or can't be verified. When a purchase is declined, you'll receive an email explaining the exact reason - that's always the best place to start.

Why a purchase may be marked ineligible

Even if a purchase seems like it should qualify, there are a few common reasons it may be rejected. Review the list below to identify what may have happened with your submission.

1. The purchase is outside your employer's Category Guide Each JOON program is based on your employer's specific eligibility rules. A purchase may be rejected if it falls outside approved categories or is listed as an excluded item in your Category Guide.

Not sure what's covered? Review your Category Guide by clicking Catory Guide within your benefit program. For more help, see What Are Eligible Purchases? Understanding Your Category Guide.

2. Missing or insufficient receipt If a receipt is required, it must clearly show:

Merchant name
What was purchased
Purchase date
Total amount

Purchases may be rejected if no receipt is provided, or if the receipt is incomplete or unclear.

3. The merchant or purchase type is unclear Some purchases require additional context to confirm eligibility. This commonly happens with big box retailers like Amazon, Target, or Walmart - merchants that sell both eligible and ineligible items. In these cases, an itemized receipt showing exactly what was purchased is typically required.

4. The purchase was not submitted correctly A purchase may be rejected if the wrong category is selected, the purchase details are inaccurate, or the submission is incomplete. Double-check that all fields are filled in accurately before resubmitting.

Connected card purchases & eligibility reviews

If you use a connected card, JOON automatically reviews each transaction against your program's eligibility rules. If a purchase is not automatically marked as eligible, it will show as ineligible by default - but this doesn't always mean the purchase won't be covered.

You can request an eligibility review for any connected card purchase by following the steps outlined here: How to Request a Review for a Connected Card Purchase.

Submitting a review request gives JOON the additional context needed to properly evaluate your purchase.

What to do if your purchase is rejected

Start with the decline email - it will tell you the specific reason your purchase was marked ineligible and what, if anything, can be corrected.

From there:

Review your Category Guide to confirm the purchase is eligible
Make sure your receipt or documentation is complete and clearly shows all required information
Resubmit with updated information if the issue can be corrected
If you believe the rejection was an error or need further review, reply directly to the decline email or submit a support ticket and we'll take a look

Good to know

Not all purchases are eligible, even if they seem related to your benefit category
The more detail and documentation you provide upfront, the faster your submission can be reviewed
When in doubt, include an itemized receipt — it's the single most effective way to avoid delays or rejections
If you're unsure whether a purchase is eligible before you buy, check your Category Guide first or reach out to support
For connected card purchases, request an eligibility review if your transaction was automatically marked ineligible