Topcashback Questions & Answers

Ashen

Hi,

I believe my father had a TopCashback account which may have fell dormant. As I don't want him to register again if he already does have one, is there anything that can be done to check and/or reactivate a dormant account please?

Thanks

TopCashBack_Company_Representative

Hi there,

I hope that everyone has had a good weekend!

@pl6pilgrim, please do not be concerned, if you scroll down the page to view the merchant notes, you will see that these will initially track at a lower amount then go on to uplift once confirmed. Could you kindly allow this to progress as it is for the time being? If this does not go on to uplift for you once confirmed, you can always then proceed to lodge a claim for an incorrectly tracked transaction via the Customer Care section of your account.

@carh, we do not hold any cashback and only pass this on when we feel, the cashback comes from the retailer to their affiliate marketing network, who then pass this forward to us. As soon as we receive the expected cashback, this is passed straight on to our members and I can only apologise if sometimes, this then take longer to come through than anticipated. You account will be updated as soon as the cashback has come through but in the meantime, your patience here is appreciated.

@Ashen, could you kindly ask your father to email me at mse@topcashback.co.uk from the email address that he uses for his TopCashback account? I can then take a look into this for him and advise further here

Best wishes,
Samantha

Tiggy_Wiggy

I bought cat insurance through TCB last Feb (yes Feb 14) and am still waiting for this to be paid.


This is their response when I asked for an update.


'I do understand your frustration with the length this is taking. Because of the way cashback works it does go through a process of being paid for by the merchant which is then passed onto their network. This can take time unfortunately but because of this it is the networks role to look at payments and pass them onto us. Because we don't have a direct link with the merchant we can't always chase it up with the merchant'.


Can anyone explain what this means? Who are the network?
I'd also be interested to hear if anyone else has had any issues with MORE TH>N Pet Insurance?

TopCashBack_Company_Representative

Hi Tiggy Wiggy,

I would be happy to go through this in a little more detail for you. We do not work with the merchant directly, but through their affiliate marketing network, what this means is that when the cashback is produced, this is passed through the network before it is passed on to us, to then apply to your account. In the rare instances where a transaction does not progress within the estimated time, then the affiliate network will be the ones to look into this further with the merchant and aim to get any outstanding cashback to the member.

I hope that this is of help but you can always get back in touch if you have any further questions at all.

Best wishes,
Samantha

skea56

Have already posted this elsewhere but was directed to this thread.

I have been trying for days to gain access to TCB website to complete some purchases through Debenhams.

First I thought it was because I was doing it through my phone and therefore wasnt able to send cookies or something.

On Tues tried again on my home laptop and actually got through to Verificiation BY Visa section after purchasing the items but would go no further (kept saying it was trying to contact my bank)

And then today tried again on work PC and the TCB page itself will not load.

Is there a problem with the website?

sk56

TopCashBack_Company_Representative

Hi Sk56,

If you are needing to verify on the merchants page and are not able to proceed from there, then you would need to contact either your bank or the merchant regarding this. In regards to today, I am afraid that we did experience a few issues on site but you should now see this running as expected for you.

Please do let me know if you continue to experience any issues though and I would be happy to advise further.

Best wishes,
Samantha

burgetka

I have successfully used your service for some time and have never had issues. I recently noted that a few of my transactions did not seem to be tracking (I know you say to wait 7 days, but based on experience it never takes that long, which had me concerned).

Doing some digging it appears that my recent installation of Adblock is likely to blame. Your site still had record of my click-through to merchant, which allowed me to submit a claim for the transactions in question.

I understand that these transactions are still "on-ice," however, I was wondering if you are usually able to succeed in obtaining cash back via claim when a user has used Adblock, providing you still have record of the click-through and all order information was accurately provided in the claim?

carh

burgetka wrote: »

I have successfully used your service for some time and have never had issues. I recently noted that a few of my transactions did not seem to be tracking (I know you say to wait 7 days, but based on experience it never takes that long, which had me concerned).

Doing some digging it appears that my recent installation of Adblock is likely to blame. Your site still had record of my click-through to merchant, which allowed me to submit a claim for the transactions in question.

I understand that these transactions are still "on-ice," however, I was wondering if you are usually able to succeed in obtaining cash back via claim when a user has used Adblock, providing you still have record of the click-through and all order information was accurately provided in the claim?

I have also had untold trouble with this and a lot of complaint s to TCB about this very subject. Even though TCB say the visit is recorded, If Adblock has been in place, it appears to either take months for this to be recognised and I have 3 issues nearly a year old where the so caled retailer will not recognise the transactions. Even despite removing Adblock, whilst this initially helped, it has not gone back to some tracking issues with no Adblock to even blame. I find this really bad and feel that TCB should not be offering these discounts if they cannot uphold them. Regardless of their claim that their affiliate company needs to sort this, they are the company that we are dealing with who are offering the discount and should therefore be the ones to get this sorted and take responsibility and NOT blame another partner. I always assumed a retail law was that the responsibility was with the direct company?

Chelmsford

I can't log in to TopCashback. I've contacted them by e-mail and even been given a reference number for my query but no-one has ever replied to my concern or solved the problem. What to do?

B_M

@tcb, is there an issue with the review settings?
I'm looking at AXA landlord and it won't allow me to filter to 'newest' and keeps defaulting to 'highest', but that is from way back in 2013! Newer reviews make interesting reading. This should be coming to fruition soon (within 4 weeks) for myself and 21 weeks is well long enough anyway, especially when the FOS advise incentives for taking out financial products should be paid in a more reasonable time of 3 - 4 months maximum.
Please advise of the review issues (defaulting) and can you confirm if there are any further delays with AXA? Or are payments imminent?
TIA