Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi Debrac,

I can have a look into this for you.

Nudges are there to focus the attention of the claims team but aren't usually replied to. They are looking into this but If you would like more of firm update, please can you email me on [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL]?

Many thanks,
John

bristolleedsfan

TopCashBack_Company_Representative wrote: »

Hi
@bristolleedsfan, I can see that this may appear that we have an issue with the system but each merchant has a very different procedure and may work with different affiliate networks. It would not really be advisable to compare 2 different merchants form different affiliate networks.

The system used for Santander transactions where they track at £0.00 and update is not one that TopCashback have implemented, but is dictated by external factors. The vast majority of these do track and uplift without issue and I do apologise that you have had a problem with yours.

Again, the claims system can take time as we are dependent on the merchant approving the claim and this must move through a number of channels before it gets back to you. If you don't have a positive outcome on your claim after 12 weeks of lodging it, can you email me at [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] and I will get you an update?

Can you explain please why it appears to have taken TCB SEVEN weeks just to submit the claim despite me submitting all relevant and required information on 21st March and whether Adam@TCB believes that TCB apparent nearest competitor Quidco would have taken maximum of half as long to have done so


Irony of this is that Quidco were offering a higher rate of Cashback at the time and I chose TCB despite being a Quidco member due to what now appears to have been a misguided belief that TCB were/are the Uk Top Cashback Site.


07 Jan 2013 . Order date


21 Mar 2013 Claim Submitted

　

09 May 2013 Hi there,

Your Missing CashBack claim has now been submitted to Santander (via their affiliate network or representative management agency who run their online programme for them).

Please understand that this process is likely to take from four weeks to several months (often longer with contract/policy based transactions) to complete, and we may not be in a position to update you until the final decision has been made.

We ask members to remain patient during this time, if we do receive an update or we require your intervention we will get in contact with you via this system.

Kind Regards

wearside_2

Hello, my £60 cashback from Scottish Power tracked from Day 1 then has just changed to £0.00. My Duel Fuel Transfer was completed on 9 April. I have submitted a missing Cashback claim yesterday. How long do these take and is there any reason for it changing to £0.00. Thanks

TopCashBack_Company_Representative

Hi everyone,

@wearside, it sounds like this has been declined, but we would be happy to look into it for you. Can you email [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL]?

@bristolleedsfan, we are required to submit claims in batches to the merchant networks I am afraid. This does mean that there can be a delay between lodging a claim and it being submitted. Can you allow a few more weeks, then post back here and I will get you an update?

Best wishes,
John

bristolleedsfan

　

You appear to be agreeing that ( and also appear to find it both appropriate and acceptable that ) TCB took SEVEN weeks to submit this claim without any explanation or apology or as to why it wasnt submitted in an earlier batch which I regard as appalling.

In view of this and fact that I have supplied required OLA and account numbers, can prove account is still open, how about TCB settle the claim in the first instance including HCP against 55.00 offered by Quidco which was proved at the time back in January, I redeem the payable amount, TCB then close my account which has been in operation since 2007, it uses its apparent excellent claims team to continue to chase for the funds and I use Quidco. Imutual or Getpoundsback for all future Cashback transactions all of whom I believe would provide me with a better Cashback claims service :question:

http://forums.moneysavingexpert.com/showpost.php?p=61148471&postcount=113

28 Mar 2013 Hi there,

Your Missing CashBack claim has now been submitted to Santander (via their affiliate network or representative management agency who run their online programme for them).

Please understand that this process is likely to take from four weeks to several months (often longer with contract/policy based transactions) to complete, and we may not be in a position to update you until the final decision has been made.

We ask members to remain patient during this time, if we do receive an update or we require your intervention we will get in contact with you via this system.

Kind Regards

The Missing CashBack Claims Team


TCB clearly tie up these posts with my account so cant say weren't aware of its history when todays reply was posted by TCB


21 Mar 2013Hi there,

Thank you for your post.

The claim is currently at 'Ready to Submit' Status, please could you be aware that we submit claims in batches every few weeks and you will receive a message informing you when yours has been sent. We then have to wait for a response from the merchant, this may take 2 - 3 months, but we will write back when we have any updates.

I am sorry that you have had an untracked transaction and hope that this goes on to be a successful claim for you.

Kind regards
TopCashback Support

http://wiki.answers.com/Q/What_is_the_meaning_of_a_few_weeks

TopCashBack_Company_Representative

Hi bristolleedsfan,

I believe that this was submitted as early as we were able to following our pre-submission checks, but I can have a look into this for you.

Can you email [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] so that I can access your account? I know that we have spoken previously but I can't seem to locate your account using your username?

Best wishes,
John

bristolleedsfan

08 Jan 2013
Hi there,

I have just responded to your post on MSE, but have added this note also to confirm that the £55 rate for Santander 123 Current account is correct.

Best wishes,
John

You located my account without any assistance on 8th January via my MSE username despite me having changed it a considerable length of time earlier as year suggests to cashbacklover2011

If the claim wasn't submitted on 28th March, why was I informed that it had been and why wasn't it submitted on 28th March please :question:


Created:
21 Mar 2013
Claim Status:
Waiting for Merchant
Merchant:
Santander
Order Date:
07 Jan 2013
Purchase Value:
£0.00
Expected Cashback:
£45.00
Order Number:
OLA………
Account Ref:
3…………..

You previously said "If you don't have a positive outcome on your claim after 12 weeks of lodging it"

Seemingly it has taken TCB, 7 weeks to submit it despite me being informed that it had been submitted 1 week after lodging it.

elsien

Hi,
Please could you look into my purpleparking claim for me? The order was 27 Jan, it didn't track so I put in the missing cashback claim on 8 Feb and nothing has happened since despite a couple of nudges.

Also I've noticed my last few buys haven't tracked and I've had to submit missing cashback claims for all of them. I'm not sure why as it's the same computer and same internet security and I've not had a problem in the past. Any suggestions? I think I tried the test tracking link and it said everything was fine.

Thank you.

TopCashBack_Company_Representative

Hi everyone!

@bristolleedsfan I have good news.. I've managed to locate your account. I have double-checked the status of your Santander Missing Cashback claim with our Claims Team and they have assured me that it was submitted at the earliest possible date on the 28th March 2013 batch. The second e-mail that you received that said it was submitted on the 9th May 2013 was sent in error, for which I apologise. I hope it hasn't caused you too much inconvenience or confusion. The Claims Team have confirmed that your claim is still pending a review from Santander's affiliate network, however it is definitely with them and progressing as we would hope. I hope this puts your mind at ease a little here.

@elsien please can you send an e-mail in to MSE@topcashback.co.uk and I'll happily take a look into your account and try my best to update you on the status of your Missing Cashback claim? With regards to your tracking, it's a simple first suggestion but have you tried clearing your cookies before each transaction (http://www.topcashback.co.uk/Help/96)? This can really help your transactions track If you are already doing this then please let me know and I'll try to advise further.

I hope you all have a lovely day.

Best wishes,

Jessica

yellow44

Can you advise please -
Opened Santander 123 a/c on 20 March 2013, tracked as expected at 0.00 but still showing the same.
Will this change after 60 days validation period or should it have changed and now be showing as pending at the correct amount?
If it doesn't change do I only have 70 days to put a claim in? (The account is still open and DD's etc have been transferred in).
Thanks