Topcashback Questions & Answers

carh

TopCashBack_Company_Representative wrote: »

Hello,

I hope that everyone has enjoyed the weekend!

@burgetka, Ad-block can prevent a transaction from tracking as expected but as long as we are identified as the last referrer to your transaction, then you should go on to receive a positive resolution to your claim.

@Chelmsford, I am sorry to hear this, it is taking a few days for us to be able to respond to queries but if you could contact me directly at mse@topcashback.co.uk, I would be happy to take a look into this for you.

@B_M, I do apologise for this error, we are currently experiencing a slight issue where the reviews are not allowing the member to alter how these are viewed, this is something that our Tech Team are working on though and I hope to see that this is resolved soon! In regards to AXA, I would expect to see this come through within the estimated time, but do let me know if this is not the case and I can take a further look into this for you.

@phil solo, apologies for any confusion caused by the wording, once you have selected Account then Customer Care, if you then choose to 'view or lodge a claim', just to the top right of the claim form, you will see the option to select 'open claims'.

As for the reviews, as mentioned above, I do apologise for the current error that we are experiencing but we hope to have this resolved for our members soon, however, we are not looking to change the sort order of these as generally, members can alter these to view the reviews how they would prefer. I am sorry to hear that because of this, you feel we are dodgy, but this is not the case at all and I can confirm that the majority of our members are happy with the service that they receive.

@carh, I am sorry that you feel you would like to follow this path, I am always happy to assist with any questions regarding your transactions and claims.

Best wishes,
Samantha

Samantha
Thank you for replying and it is appreciated that a representative actually reads these things but rather than wish me luck going down another complaint path and saying you are there to help, why can you and your team not do something about all the complaints by getting the payments pushed through? It really cannot be that difficult and they mass of complaints would immediately turn into Happy Customers which surely you would rather have?

TopCashBack_Company_Representative

Hi there,

@Tiggy Wiggy, please be assured that this will be receiving the networks attention as we speak but if you would like to email me at mse@topcashback.co.uk with the merchant name and your transaction date, I would be happy to take a look at this for you.

@carh, we take all complaints very seriously and as nice as it would be to be able to push all transactions through, we just are not able to do this for everything and do rely on the cashback being received from the merchant, via their affiliate network, before we can pass this forward. We appreciate any feedback that our members provide though and will always aim to improve where we can, to make the cashback experience more enjoyable for our members.

Best wishes,
Samantha

Gill1979

I've used topcash back this evening then tried later to log on and my whole account seems to have disappeared? It won't let me log in and doesn't recognise my email so I can re set pass word! Please can you Help as I have cashback to claim to my bank account and cashback awaiting approval!

carh

TopCashBack_Company_Representative wrote: »

Hi there,

@Tiggy Wiggy, please be assured that this will be receiving the networks attention as we speak but if you would like to email me at mse@topcashback.co.uk with the merchant name and your transaction date, I would be happy to take a look at this for you.

@carh, we take all complaints very seriously and as nice as it would be to be able to push all transactions through, we just are not able to do this for everything and do rely on the cashback being received from the merchant, via their affiliate network, before we can pass this forward. We appreciate any feedback that our members provide though and will always aim to improve where we can, to make the cashback experience more enjoyable for our members.

Best wishes,
Samantha

Top Cash back - We all appreciate the reply but I still find this "affiliate company" a bit like some fictional creation where you hear the name mentioned all the time but no one ever knows who they are , what they look like, where they are from nor how to contact them. You say that it your hands are tied with this, the retailer when contacted say it is not down to the to provide this payback....so WHO exactly makes these mysterious decisions to pay us? It appears the buck is being passed to this mystery affiliate company who no one will admit who they are. Why not tell us to save you getting all the complaints so we can ask THEM what is going on if they are the ones doing all the work?

TopCashBack_Company_Representative

Hi there,

@Gill1979, please do not worry I would be happy to help, could you email me at mse@topcashback.co.uk so that I can take a look into this for you?

@carh, I can assure you that the affiliate marketing network are not fictional, but they are not able to assist with members individual queries, this is why we do ask members to come through us with any questions.

I can confirm that the cashback does come form the merchant, contacting them directly though will not always be of help as many of the customer service departments may not of heard of their cashback schemes, theses are often dealt with by a separate division of the company. The cashback is passed down from the merchant for valid transactions, this then goes to the affiliate marketing network as we do not work with the merchant directly, the cashback for these transactions then go from the network, to us, to then pass on to the member. I hope this provides a little more information for you.

Best wishes,
Samantha

sonicetomeetyou

Sorry if this has been asked before but are you allowed to have more than one account per household? I've had my account for a while and want to help my dad set one up so that he can get cashback on the laptop he will be buying.

TopCashBack_Company_Representative

Hi sonicetomeetyou,

You can have more than one account per household, but only one account per member so it would be fine for both you and your dad to have an account. Don't forget to use your referral link when referring your dad so that you can gain an extra little bonus too

Best wishes,
Samantha

samizdat

I have decided I will not use TCB again, unless I am even more disappointed by whichever other company gets my business.

None of my transactions have tracked for around two years now.

I always disable my ad-blocker before carrying out any transactions.

If I remember to lodge a claim in the correct time window, the issue has generally been resolved, but I just can't be bothered to jump through these hoops any more.

Very disappointing, as it used to work much better.

carh

samizdat wrote: »

I have decided I will not use TCB again, unless I am even more disappointed by whichever other company gets my business.

None of my transactions have tracked for around two years now.

I always disable my ad-blocker before carrying out any transactions.

If I remember to lodge a claim in the correct time window, the issue has generally been resolved, but I just can't be bothered to jump through these hoops any more.

Very disappointing, as it used to work much better.

Know what you mean. There seems no reason for this to happen as it used to run really smoothly, now it seems as if disputes go on for months and never get resolved (I have one that is nearly a year old and the same old affiliate excuse comes up every time. Quidco is no better

B_M

I'm disappointed the merchant reviews filter issue hasn't been fixed!
It must be at least a week now, but maybe tcb can confirm how long this issue has been going on? How long does a simple fix take? It looks like it hasn't been fixed for a reason and that reason is to hide recent bad reviews.
If your IT guys can't sort this in a reasonable time, then get rid of them!