Topcashback Questions & Answers

percyverance · 21 September 2017 at 2:48PM

I wonder if A.A. breakdown cover - purchased via the moneysavingexpert link - being declined is a common occurrence.

It appeared to be the case according to a thread commenced in 2012. Reading it makes one cynical that it's a business stratagem to avoid paying the cashback.

I've had a similar experience to those 2012/2013 posters.
[FONT=&quot]I purchased A.A. breakdown cover on 06 Apr 2017 paying the £85.00 in full by credit card. The TopCashBack cashback was £40 and I received an email confirming this on 6 April. The status was pending.

[/FONT] [FONT=&quot]I understand it takes up to 90 days to validate. I recently discovered however, that my cashback has been declined![/FONT]
[FONT=&quot]I was disappointed and curious as to why as payment for the policy had been in full and it was a new policy.

[/FONT] [FONT=&quot]I received this response[/FONT]
[FONT=&quot]'I am sorry that in this instance cashback has been declined by the merchant. AA have stated that the policy was suspended as their reason for decline.'[/FONT]
[FONT=&quot]I feel this is an erroneous reason - the policy was suspended in July three months after purchase, as an almost new car with a couple of months RAC cover remaining had replaced the original vehicle. Believing I was being money saving savy I suspended the A.A policy until this month, September.[/FONT]

[FONT=&quot]The response continued [/FONT]
[FONT=&quot]'In order to challenge this I would advise you to submit a declined cashback claim.'[/FONT]

[FONT=&quot]I did, but only frustratingly to be informed that there's apparently a '100 day' limit in which to raise a claim!

[/FONT] [FONT=&quot]This is the response from TopCashBack -[/FONT]
'I'm sorry to see that we will not be able to recover your cashback for this transaction. As explained in my previous message, this merchant has a 100 day limit in which claims can be raised. As this claim was opened on 12/09/2017 and your transaction was completed on 06/04/2017, the 100 day limit had passed and your claim was not able to be submitted.

Please be aware that this is explained on the retailers page on our site in the "What to do when" section:

"In the event your transaction does not track you should submit a "Missing Cashback" query with 100 days."

I understand that this is a frustrating outcome to your claim and i hope that future transactions run more smoothly for you.'

So there's apparently only a small window in which to raise a claim from the 90 days it can take to validate the purchase and the 100 days to raise a claim!

TopCashBack_Company_Representative · 21 September 2017 at 3:11PM

Hi percyverance,

We do monitor a merchant's decline rate and I would like to be clear that it's not tolerated if a merchant declined the vast majority of transactions. If we find out this has happened we do speak with them, ask them what happened and go from there.

I've managed to locate your account using your username here. It looks like there was a bit of confusion with the claim limit for this. For both untracked and declined claims, there is a claim window. However, for declined claims, this window starts from the declined date which for you is still well within the time frame.

Therefore, I have asked our Claims Team to submit your claim at the earliest opportunity.

I hope this helps.

Best wishes,
Matt

Tatty_ · 21 September 2017 at 10:49PM

TCB, you have been my preferred cashback provider over everyone else out there, for many years....but you are testing my patience and loyalty.

I joined Grosvenor Casinos in March and my transaction tracked fine. It subsequently confirmed quickly, but there it has sat for months, despite the estimated cashback quoted as 4 weeks. I raised a ticket at the beginning of September because your site says that you received a payment in July for transactions in May. By inference you also had a payment in June, for transactions in April. Neither of these two payments included mine form MARCH???

So, I'm still waiting despite you receiving payments for the two months transaction which took place after mine. You say, Cash back can normally be expected from this merchant in 4 weeks. I have been waiting 6 months!

I logged into my account tonight, to find that you have received a payment in Sept, for transactions in July, so another month goes by and my payment is still not payable. How can this be right? You say 'When a batch is passed over to us this may only contain a dozen payments for example, so you wouldn't be the only member having to wait for their cashback to progress' This gives a different impression to the stats page, which makes no mention of such things :mad:

I am growing increasingly annoyed and frustrated by TCB. It never used to be like this...........

B_M · 22 September 2017 at 7:45AM

TopCashBack_Company_Representative wrote: »

@ B_M – It can take 7 days for the bonus to appear and it’s likely over the coming days these do get credited �� While I can not predict when we will get payment from Village Hotels, it is a merchant who I will look into for you and will raise this with the relevant teams should it be required.

Thanks Matt and my wife's bonus did appear after several days. Strange one this time, but it did come good.
That's that one sorted.

Now then, when will we see the:-

This is a merchant that carries the 'faster paying merchant' tag. Yes, that's from when it's confirmed, but if they don't confirm, they carry that tag even when they don't cough up! Can you see the issue? I'm sure you can, it's so obvious.
If they are as bad as the stats, maybe it's time to tell them to:-

smile?i=19550934.L

?

Why is this merchant allowed to act in this way?
Please rate them on a scale of 1-10?

Have a great weekend anyway........................ but not in a Village Hotel.

TopCashBack_Company_Representative · 22 September 2017 at 4:24PM

Hi everyone,

@Tatty – I am sorry to hear we haven’t been paid for your transaction but happy to check this out in more detail if you drop us an email to mse@topcashback.co.uk

@B_M - Young man, there's no need to feel down.

While I’m no Action Man, I am what I am. While In the Navy they may not know about cashback, a lot of Citizens of the World do.

Some people like you enjoy earning cashback on a Get Away Holiday, me I just prefer to Go West. Your concerns haven’t gone unnoticed but I am pleased to report that Village Hotels have recently confirmed some cashback and hopefully it won’t be long until you have the Magic Night when it becomes payable.

Have a great weekend!

Matt

B_M · 22 September 2017 at 6:36PM

TopCashBack_Company_Representative wrote: »

@B_M - Young man, there's no need to feel down.

While I’m no Action Man, I am what I am. While In the Navy they may not know about cashback, a lot of Citizens of the World do.

Some people like you enjoy earning cashback on a Get Away Holiday, me I just prefer to Go West. Your concerns haven’t gone unnoticed but I am pleased to report that Village Hotels have recently confirmed some cashback and hopefully it won’t be long until you have the Magic Night when it becomes payable.

Well done.
Who helped you?

I agree, they don't seem to know about cashback, well apart from gaining business and not paying their dues!

images?q=tbn:ANd9GcTS-K1rncU89evsCfEDnBEIwwsgkyQzlrERwAkebIIWY-HCb6uJ

images?q=tbn:ANd9GcTS-K1rncU89evsCfEDnBEIwwsgkyQzlrERwAkebIIWY-HCb6uJ

The hotel stay was decent, but I've heard....

69f508da6c4fc92e4f44df0e86fddea89a2142c2cc009f641fdb6aca5e47a18d.jpg

But in the meantime...................

R-4136957-1356543600-3939.jpeg.jpg

................to respect the cashback world and cough up!

Tatty_ · 22 September 2017 at 9:21PM

TopCashBack_Company_Representative wrote: »

Hi everyone,

@Tatty – I am sorry to hear we haven’t been paid for your transaction but happy to check this out in more detail if you drop us an email to mse@topcashback.co.uk

Have a great weekend!

Matt

Email sent, thanks

TopCashBack_Company_Representative · 25 September 2017 at 4:15PM

Hey everyone,

@B_M – You Can’t Stop The Music here. Let’s not have a Food Fight, I can see a lot of members have had their Big Mac of cashback with this retailer and as soon as they can validate your stay and progress your cashback I am sure they will do this. You may even find it happens at 5 O'Clock In The Morning. I know you have your Ups and Downs with earning cashback but I’m sure you agree with cashback you can do what you like with it when it does come through; even have a good meal.

@Tatty_ - Cheers

I’ll get this looked at and reply back asap.

Best wishes,
Matt

B_M · 25 September 2017 at 4:39PM

TCB should know....

how-to-troubleshoot-village-problems-1-638.jpg?cb=1426803110

Payment Performance
We last received a payment from this merchant during April 2017, for transactions in January 2017.

TopCashBack_Company_Representative · 26 September 2017 at 4:18PM

Hey B_M,

While we have been paid since that for some transactions, we are on the case and speaking with their tracking network

Best wishes,
Matt

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