Is Canon associated with Rakuten?

[photog_husband]

I have been using Rakuten for years and have purchased lenses on Black Friday/Cyber Monday in years past when the cashback offered is quite high (12-15%) and never had an issue with the cashback being honored/paid out.  I made a similar purchase this year, confirmed it was not on the list of excluded items and did not use any coupons, etc.  Rakuten has a record of the purchase (Order #), but the purchase amount (and therefore cashback) is showing as $0.  When I've reached out to resolve the issue, Rakuten claims they are waiting for a response from Canon to confirm the purchase details.  

The purchase required that I call Canon to confirm, and when I did this, I asked about Rakuten and was told they have no affiliation with Rakuten.  Is this true? 

I have already filed a BBB complaint, but fear I'll get just continue to get a canned response from Rakuten saying they are waiting on Canon.  Any help or contact information would be appreciated!

[photog_husband]

Hi Stephen - 

I did not receive an email, and several other follow up emails I've sent have not received a reply.  My purchase was now marked ineligible.  The last communication I had with Rakuten (which I cc'd you on), they indicated they were waiting to hear back from Canon.  Can you please point me to the right person to understand why this cashback is being denied?  Rakuten is going to point to Canon, so Canon's answer can't be to just point me back to Rakuten.  I can't seem to get the right people from both sides to give an actual explanation that doesn't involve just punting to the other party.