Topcashback Questions & Answers

digital

TopCashBack_Company_Representative wrote: »

In regards to your claim, have you responded on your claim thread with this information? If not, could you do so? Hopefully our Claims Team will be able to get this followed up with the network for you but if you would like me to take a look into this, or any other transactions for you, you can always contact me at [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL].

Thanks for your response.

I have followed my claim up on several occasions but have been left disappointed at the lack of progress. I have emailed you my account details and hope that you will be able to elicit the cashback that I am due.

carh

...and yet again, Topcashback payment by a merchant has failed to materialise, this time it is RESCO who have refused the cashback of £12,23. I spent £almost £490 on furniture from Tesco via TCB and this was registered on TCB site. But this was what I got back when chasing the claim:
The merchant could not prove that your queried transaction has been the result of a Top CashBack referral, and therefore is not eligible for a commission (or cashback) payment.
• The merchant does not feel that you have met their terms for qualifying for cashback.
• There may have been another entity involved prior to or during your transaction that your commission may have been awarded to, as they may have been marked as the referrer to this.
• The merchant is not happy with the validity of your transaction.
• The merchant believes that you have already received the correct amount of cashback in response to this transaction.

There is PROOF that I purchased items, I have never received ANY cashback from the transaction, I purchased from Tesco so AM eligible, the idea of some "entity " involved is a joke..what is that about?, and the claim and transaction are ALL valid.
This is all complete codswallop from Tesco or their affiliate admin dealing with this claim to not pay out and TCB should be querying this instead of laying down and saying tough luck. I am utterly disgusted with the whole senario and would expect TCB to at least offer a gratuity rather than upset its clientele in this way. I sure as heck will never shop at Tesco Direct again after this either .

TopCashBack_Company_Representative

Hi there,

@digital, thanks for your email and I hope that we have been able to be of some help with this.

@carh, when making your purchase, were you sure to disable your ad-blocker, clear your cookies and purchase directly straight after doing this? If so, could you email me at mse@topcashback.co.uk? I can then get this looked into with our Claims Team for you.

Have a great weekend!

Best wishes,
Samantha

StuieUK34

@carh

Its not Tesco at fault, its TCB, they and they alone are the only firm to blame.

TCB advertise on behalf of there client/merchant, which in turn "leads" us to that business, for us to spend money, on the pre-tense we get something back.

Unfortunatly, most of the literature on TCB is fictitious, very MIS-Leading, very much out-dated, but most of all, clear deception...

The merchant, via there affiliate, rely on the traffic and spend, and TCB having somehow found its way to the top of the Cashback chain, should, and I say SHOULD, keep on top of affiliates....
Just like your Credit Card is put on stop when you miss a payment, just like a business to business is put on Stop when they miss invoices, etc, this should be exactly the same. TCB Should put the affiliate on stop, which in turn makes the merchant wake up, and wonder why the drop in business...
Unfortunatly, doesn't happen, and TCB continue to mislead...
We the customer see only TCB and the end merchant, not the affiliate..

So when Cashback doesn't come through when you made your purchase from the end merchant, only TCB is accountable for..

How do I back up my statement ?
TCB continue to advertise for Ladbrokes, including several promotions over the past few months.
They claim that 99.01% of customers are happy...
TCB claim average 12 weeks payout
They claim 98% tracking reliability
They claim recent payments made for recent transactions..

Yet reviews on TCB show 99% of customers HAVE NOT RECEIVED ANYTHING this year, no tracking, denied this, denied that, etc etc....
Forums before shutdown included disgruntled customers complaining of same thing, mislead to a merchant with Zero payout, yet TCB continue to Mis-lead.......

I clicked to Ladbrokes via TCB back in April, and have chased ever since. But each time, TCB fob me off, or repeat the same message from the month before, etc..... I have the evidence of my transaction, so does TCB, yet nothing is done.
The "FAIR PLAY POLICY" is a major misleading quote, and does not work for any customer. Its a shame the ASA seem to think that misleading customers on a large scale is allowed.

Am I ranting ? possibly...
what do I want to achieve ? Nothing, as asking a company to be truthful with its public replies, would be the same as asking a rock to produce blood....
Carry on Misleading TCB, its the right thing to do!!!

ilovegreatdanes

I av ad same problem with tcb and tesco mobile.i started a mobile fone contract which should av had £25 cashback.originally day before was £50 same deal bt surprise, surprise I couldnt get offer to work, however next day wen caskback reduced on same deal, it magically worked.then waited for caskback.tesco knocked it back stating they couldnt verify.strange they waited over100 days and it was too late to cancel my fone contract.tcb chased it up but it wasnt their fault...and tesco sed nt their fault so I lost the cashback.am stil angry as they both know im right as I have fone contract and only ever went throu tcb to complete the sale...no other website.have nt used tcb for ages now as I feel totally ripped off by both them and tesco.

legendkiller2k8

TCB is a joke their so called customer service read of the same script over and over, anyone who is having issues getting their money from TCB i urge you to take legal action ignore TCB "cashback is not guaranteed" it doesn't wash i know as i was succesful against another cashback site the courts ordered them to pay up and they got fined too.
TCB are next on my list to be taken to court if they don't pay what i'm rightfully owed.
TCB do get the money from merchants it is TCB who decline the transactions not the merchants.

TopCashBack_Company_Representative

Hi there,

I hope that you all enjoyed the weekend!

@StuieUK34, looking at the statistics that we have, I can see that the majority of transactions have progressed as expected but any that have not, we are actively chasing these with the network with the aim of getting any expected cashback to our members. As for the reviews, unfortunately these can come across negative as it is very rare that a member will post a review when their cashback transaction has run smoothly, but we do monitor our merchants very closely and act where necessary. We will always do our best to ensure that any cashback expected is received and any questions that you do have, I can assure you that we will always answer these with full honesty.

@ilovegreatdanes, I am sorry to hear that you feel ripped off and that we were not able to get the cashback expected to you. If you could email me at mse@topcashback.co.uk, I would be happy to take a look at your claim for you and see if I can provide you with some further information as to why this has been declined.

Many thanks,
Samantha

carh

StuieUK34 wrote: »

@carh

Its not Tesco at fault, its TCB, they and they alone are the only firm to blame.

TCB advertise on behalf of there client/merchant, which in turn "leads" us to that business, for us to spend money, on the pre-tense we get something back.

Unfortunatly, most of the literature on TCB is fictitious, very MIS-Leading, very much out-dated, but most of all, clear deception...

The merchant, via there affiliate, rely on the traffic and spend, and TCB having somehow found its way to the top of the Cashback chain, should, and I say SHOULD, keep on top of affiliates....
Just like your Credit Card is put on stop when you miss a payment, just like a business to business is put on Stop when they miss invoices, etc, this should be exactly the same. TCB Should put the affiliate on stop, which in turn makes the merchant wake up, and wonder why the drop in business...
Unfortunatly, doesn't happen, and TCB continue to mislead...
We the customer see only TCB and the end merchant, not the affiliate..

So when Cashback doesn't come through when you made your purchase from the end merchant, only TCB is accountable for..

How do I back up my statement ?
TCB continue to advertise for Ladbrokes, including several promotions over the past few months.
They claim that 99.01% of customers are happy...
TCB claim average 12 weeks payout
They claim 98% tracking reliability
They claim recent payments made for recent transactions..

Yet reviews on TCB show 99% of customers HAVE NOT RECEIVED ANYTHING this year, no tracking, denied this, denied that, etc etc....
Forums before shutdown included disgruntled customers complaining of same thing, mislead to a merchant with Zero payout, yet TCB continue to Mis-lead.......

I clicked to Ladbrokes via TCB back in April, and have chased ever since. But each time, TCB fob me off, or repeat the same message from the month before, etc..... I have the evidence of my transaction, so does TCB, yet nothing is done.
The "FAIR PLAY POLICY" is a major misleading quote, and does not work for any customer. Its a shame the ASA seem to think that misleading customers on a large scale is allowed.

Am I ranting ? possibly...
what do I want to achieve ? Nothing, as asking a company to be truthful with its public replies, would be the same as asking a rock to produce blood....
Carry on Misleading TCB, its the right thing to do!!!

Thank you Stuie 34Uk...I have always said that the arguments I have are with TCB and not the retailer but I feel that TCB tend to hide behind the retailer's petticoats when the money doesn't appear and blame the retailer when in actual fact, any agreement is with TCB for the cashback. Just wish TCB would stand up to the mark and honour this. Oh yes, and as an addition to this saga, Tesco have now told the TCB team that my order was cancelled or returned which is a JOKE as I have 3 very real chests of drawers sitting in my bedroom with the original invoice!!!

scofra

Hi,

I was keeping my eyes on the above offer (offer visible when logged into my account, i.e. should be the one associated with my- basic- membership), and finally decided last Friday to take the Co-op's car insurance. TCB tracked the sale; but reported the cashback as £60.60. I filed a claim, but due to the date range, it has been put "On Ice" until February 2015.
The offer is described as an "Exclusive" offer and a fixed amount.

What has happened?

TopCashBack_Company_Representative

Hi there,

@carh, any cashback does come from the retailer, this is passed to us via their affiliate marketing network for us to then pass on to you, if a transaction goes on to be declined, then this is not received by us but this is why we have a claims system in place and if successful, any expected amounts are then passed forward to apply to your account. Please be assured that we will do all we can to get this returned decision overturned for you.

@scofra, the amount difference could be to do with your membership level, if you are a Plus Member, then you will receive an extra 5% as top-up on transactions made, but if you could email me directly at mse@topcashback.co.uk, I would be more than happy to take a further look into this for you and advise.

Many thanks,
Samantha