First, please check:
- The passport linked to your account is the same one you used when you bought the items.
- The purchase was made at an Ocean partner store, and the tax refund is handled through Ocean (see "Can I use Ocean for tax refunds at any store in Japan?").
- Some time has passed since your purchase (matching purchase records may take some time).
If the record still doesn't appear after you check, please contact Ocean customer support. Providing the following can help our support team look into it faster. (You don't need all of it, but the more you can provide, the better.)
- Your Ocean account
- The store and branch name
- The purchase date and approximate time
- A photo of the full receipt
- A screenshot of the Ocean page
Please photograph the entire receipt and make sure the store name, purchase date, transaction number, and other details are clearly visible.