Topcashback Questions & Answers

Hi everyone,

@LauraCow – Can you confirm for me if you are using the comparison tool branded TopCashback Compare or a merchant directly?

@ stemcgoo – Sorry you feel so strongly for the customer service we provide both through tickets and through other sources including this forum here.

Some members may call for claims to be resolved within a shorter time frame. We could do this but this would mean giving up on the first hurdle and declining the claim without giving it chance to be resolved.
Your claim has with us as you mention for 14 months. That’s not 14 months of our team twiddling their thumbs, that is 14 months of our team trying their absolute best to get you the cashback.

Sometimes the commission is split when we’re not the last referrer. Sometimes the commission is shared and I understand it’s annoying and frustrating but the only way we could make you satisfied is by paying you the money ourselves. That’s not sustainable while already offering members at least 100% commission of what we are paid. We promise our members 100% of what we are paid and when we are paid it. I am sorry you do not feel we have met this.

@bristolleedsfan - The only way we can assist you with looking into particular matters if emailing us directly on mse@topcashback.co.uk . I’d appreciate it if you could either do this or submit a support ticket. We have received many different emails to our inbox and speak to many members a day. While I can always try my best I cannot recall each member’s username / email address based on their mse credentials.

@ cm7 – We’re limited in what we can provide here on such an open public forum. I will pass on your feedback about the support received on this thread. Obviously, if members feel they are better suited to other ways of getting in touch may be need to review this forum as a means of helping members.

@ JPears – We make no pretences that cashback is not guaranteed. It’s unsustainable to continually account for payments we will not ever receive. We explain this in the terms and conditions you agree to when you join. We alert members to cashback not being guaranteed and so do the many of people who have recommended / featured us.

Cashback success and cashback amount have no relation to each other. They are often different merchants, different terms etc. Most people will like to shop around before finding the best deal – for example a telecoms provider.

If a member scouts through different sites, goes to the merchant directly and then clicks through us and purchasing without clearing cookies and cache the cashback may be declined.

The last referrer in that case will likely be seen as someone else and they will be paid the commission, unless the referrer was the merchant themselves. This is why we regularly provide our members with support and guidance over how to reduce the chance of cashback being declined. We don’t want it to happen any more than you do.

I hope this responds to the points you have made.

Regards,
Matt

Hey everyone,

@ fezster - I am sorry you have had to submit claims for your transactions. We have to batch claims up before we’re able to submit them to the cashback network. We submit claims roughly every 4 weeks and so it shouldn’t be too long now until we are able to submit this to the network.

Our Team will work as hard as they can to get you a response about your claim as soon as possible. While we do rely on the merchant’s network coming back to us with a resolution we do often have them resolved within 12-16 weeks. That’s not to say it wont be resolved quicker, this is just the average time it takes.

@ legendkiller2k8 – The cashback site won't be paid unless it’s the last referrer. This happens with other cashback sites too as all commission sources are treated fairly and equally. It’s fair, it’s equal and we can’t ask for anything fairer.

While you may try and sometimes successfully manage to get the merchant to goodwill payment (whether that’s directly or through us) there’s no guarantees with this. In addition to this, as merchants don’t need to offer commission for their products. An influx of customers complaining our site was not regarded as the last referrer may make them review offering commission.

I am sorry you don’t like earning cashback through us but I can’t apologise that we are treated in the same manner as all other commission sources. While I understand it’s annoying not getting something you think you will get, it’s not guaranteed, it’s never promised as guaranteed and it’s not the same as a merchant saying on their website buy X and get X amount cashback. We pay you the commission we get paid, this is not a special offer.

@ bristolleedsfan – I kindly ask if you want responses that can access your account immediately that you submit a support ticket.

Best wishes,
Matt