Cashback with Rakuten issue

I purchased an S24 ultra with Cashback from Rakuten a few weeks ago. The initial CB pending I would get is 15%, roughly about $117. But now Rakuten says to me that I cannot receive the CB on the item I purchased. They say "Samsung did not provide Cash Back for this purchase." Has anyone experienced this issue or is it just me.

What should I do to get my cashback from Rakuten?