Topcashback Questions & Answers

a155sjd

Just nudged my tesco order from June (I raised the claim on 1st July) was hoping that since the forum was closed and this was so you could support ppl's tickets better (thats the impression I am getting on your stated reason for why the forum closed) I might have had a response...

TCB has gone downhill ..

Any ideas TCB how long a manual tesco claim takes to process... just a ballpark figure would be good so I dont set my sights too high

TopCashBack_Company_Representative

Hi everyone,

@Bugalugs, I am really glad that we were able to offer you a goodwill gesture on this occasion, especially right before payday

@carh, this would depend on the browser/Adblock that you are using, but if you search this in Google, you will be provided with several pages which will be able to go through this with you and hopefully, you see your tracking go on to improve for you!

@nickyboy1975, I am really glad that you have now received the cashback for your transaction!

Your feedback regarding the reviews is greatly appreciated and we will be sure to take this on board, at this stage though, we are not looking at changing these and I do apologise if they come across as mis-leading, it is not our intention at all.

In regards to the discount codes, these are merchant codes that we approve so that you can receive the cashback alongside the promotion, if there is ever an issue with these, then we do remove these and work alongside the network to resolve any errors.

@a155sjd, a support ticket and a claim are two separate things, whilst we are able to answer your support ticket with any queries that you may have within 24-48 hours the majority of the time (it can take longer during busy periods), we may not always be able to provide regular updates to your claim as we are reliant on this information being received via the merchant and their network, but we will always let you know as soon as an update has been received. Please be aware though that we do not respond to nudges, these are there to indicate the areas that need our attention.

In regards to resolution times, we do ask that you allow around 12 weeks from when this was submitted to the network (rather than when lodged) for a resolution to be passed down to us, but if you could email me at mse@topcashback.co.uk with some details of your claim, I would be happy to take a better look into this for you.

Best wishes,
Samantha

goodmow

I have been waiting now for 26 weeks for a payout from Swiftcover.
Your website says that it should take 16 weeks.
It is still only showing it as confirmed and not payable.
How can i find out when this will be payable?

shopaholic2006

Hi I made a transaction through topcashback which hasn't tracked yet. I used PayPal to complete purchase instead of my debit card, do you still qualifiy if I used PayPal instead?
Many thanks

TopCashBack_Company_Representative

Hi there,

I hope that everyone had a good weekend!

@goodmow, we do try to be as accurate with our estimates as we can by basing these on how quickly a merchant has produced the cashback for transactions in the past, however, it can sometimes take longer than anticipated for this to then be received. This is something that is being looked into by the network and as soon as we have received the expected amounts, you will see your account updated to reflect this. Thank you for your continued patience in the meantime.

@shopaholic2006, please do not be concerned, I do not believe that the payment method will have an effect on your tracking. It can take up to 7 days for a transaction to track so we do ask that you allow this time to pass, but should you find that this has not tracked once this time has passed, we have an excellent Claims Team who would be happy to take a look into this for you and hopefully, assist in getting your transaction tracking as expected. You will be able to lodge your claim via the Customer Care section on your account. If you find that you go on to experience a high number of untracked transactions, could you get back in touch? I can then go through some steps to help to improve your tracking with you

Best wishes,
Samantha

carh

I have just disabled Adblock from my Chrome settings :so now we shall see what happens. Does this mean any other previous purchases through Topcashback will now show as I have 2 recent store purchases that should be tracked

NB: Originally posted this an hour or so ago and whoopi, my Dorothy Perkins cashback is showing from my order today . HOWEVER.....I have about 5 other orders where I have had to lodge claims for each and every amount and this builds up to a fair bit so I hope whoever is dealing with this Customer complaint side will honour these purchases. I have proof of all of them and am somewhat annoyed that no one from TCB EVER told me about Adblock when I have been complaining for months about no tracking

TopCashBack_Company_Representative

Hi carh,

I hope that you had a good weekend!

I do apologise that this was not brought to your attention sooner, you will be able to view some information regarding tracking and turning off ad-blockers within the help section here -

http://www.topcashback.co.uk/Help/100

I am really glad that you have seen your latest transaction successfully track for you and I hope that we are able to now get back to you with positive resolutions to your claims! Don't forget, you can always email me at mse@topcashback.co.uk if you would like any information regarding your claims at all

Best wishes,
Samantha

B_M

Tracking for myself has been excellent, can't fault it at the moment.
Another problem though!
An 'exclusive' promoted rate of £63 tracks at a 'not so exclusive rate' of £36.75!
Please resolve asap.
Thank God for screenshots. ;-)
Claim in and it actually allows to select the advertised rate of £63.00. So something has gone wrong and the customer has the inconvenience and totally out of their control.
But, I can't fault the actual tracking. I'll update later and hopefully a good result and I haven't been shafted! This is where customer service kicks in. ;-)

TopCashBack_Company_Representative

Hi B_M,

It's great to hear that your tracking has really improved for you I know that some merchants may not go on to uplift a transaction until confirmed, but I'm sure our Claims Team will be able to resolve this for you if this is not the case though.

Best wishes,
Samantha

B_M

@tcb Samantha. Thanks.
I took the deal for myself earlier in the week at a lower rate! It tracked at the correct amount of £42.00.
I decided to take out another deal for my mother to use and that's tracked at the lower rate and even lower that the original rate! The rate still shows as £63.00.
So, it did track ok initially and seems to have gone wrong since tcb increased the rate.
I'm sure the claims team will resolve asap. ;-)