Topcashback Questions & Answers

FinancialController

I gave up on them last year as it is difficult to believe that every transaction is declined by the merchant.

They never 'answered' questions on their idiotic forum and it was always either the member or the merchant at fault.

The killer for me was when the merchant (who you should not contact directly) confirmed to me that tne cashback had been paid some 14 weeks beforehand yet Topcashback still maintained the merchant had declined the transaction.

Pure and utter scumbags who take all the referral income and obviously keep the majority of their customers' income too

carh

FinancialController wrote: »

I gave up on them last year as it is difficult to believe that every transaction is declined by the merchant.

They never 'answered' questions on their idiotic forum and it was always either the member or the merchant at fault.

The killer for me was when the merchant (who you should not contact directly) confirmed to me that tne cashback had been paid some 14 weeks beforehand yet Topcashback still maintained the merchant had declined the transaction.

Pure and utter scumbags who take all the referral income and obviously keep the majority of their customers' income too

Yes, I know exactly what you mean. I would be very wary of Tesco Direct however, as I ordered over £500 of goods from them - they said I never ordered despite having the items and invoice, then they said I had returned them but acknowledged that I needed a replacement! despite all this, they will not allow the cashback. TCB have been useless as usual at sorting this even though I sent proof of everything. Many retailers will not even acknowledge they know anything about cashback (Holland and Barrett and Tesco and Bet Fred are 3 of those)which does not help. House of Fraser however, were brilliant and whereas TCB would not pay me, I phoned House of Fraser direct and in 2 days, the cashback was payable. SO I would recommend anyone to contact the retailer - it may not always work but it does make the retailer aware that something is remiss with this system

Moneysava_wannaB

carh wrote: »

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

Agreed I've stopped using Topcashback, I've been waiting a year now for my Sky cashback which tracked at 0.00( Confirmed) and has never changed, I put in a claim as soon as I could but it seems topcashback either don't care! or most likely kept the money as profit!:(:(:(

I use a separate browser for cashback with cleared cookies and no add-ons like dnt or adblock.

I've started using Quidco again as at least they chase missing cashback

TopCashBack_Company_Representative

Hi there,

I hope that everyone enjoyed the valentines weekend!

@samizdat, this could be down to your browser or cookies, so I would suggest using a different browser for your next purchase and also, be sure to clear your cookies just before you click through to TopCashback. If you do not see your tracking improve after this, please do not hesitate to get in touch with us via a support ticket, we would be happy to look into this further for you.

@carh, we are reliant on receiving a resolution from the merchant via the affiliate marketing network, but we will continue to pursue any claims until a resolution is provided, I do apologise though for the time that this has so far taken for you. The merchants customer service department may not always be aware of the cashback offers available as these are more often than not, handled by a separate division of the company, so they may not be able to advise in regards to your cashback query. We do ask that any concerns come via our support ticketing or claims system so that these can be looked via the proper channels and I can confirm that the majority of claims received, are resolved within the 12 weeks estimated.

@B_M, this is currently awaiting a fix at the moment and I hope to see this resolved within the next few weeks for our members, I am sorry though that this is taking longer than you had hoped for. I can assure you that this is not something that we would do on purpose, all members have a right to post how they feel regarding their cashback experiences on the reviews, but errors such as this can occur and we will do what we can to get the options working as expected.

@FinancialController, I can wholly confirm that any cashback we receive is passed on to the member, if a transaction is returned to us as being declined, then any expected cashback for this is not received, like if your transaction is attributed to another marketing channel, then it could be this channel that the merchant is referring to, for example, if you have an account with an alternate cashback site that you had browsed before clicking through to purchase with us. We will always do our best to answer your questions via our support ticket system but should you be concerned in regards to the claim that has been declined, you can post a message via your claim thread, directly to us and we can see if this is something that we can appeal further in this instance.

@Moneysava_wannaB , I can assure you that we do care but we do rely on any information being received form the merchant, via their affiliate marketing network. If you could email me at mse@topcashback.co.uk with your transaction date, I would be happy to take a look into this with our Claims Team for you.

Best wishes,
Samantha

clivep

I've just made a LivingSocial Local purchase. Fortunately I remembered to disable AdBlock first so the sale has tracked OK. The £14 puchase is showing as £11.67 which is the correct net of VAT amount. The cashback is showing as £0.47 which is 4%. The current cashback for LivingSocial Local is stated as being 8.08% (inc. my 1% topup) i.e. double what has been given.

carh

TopCashBack_Company_Representative wrote: »

Hi there,

I hope that everyone enjoyed the valentines weekend!

@samizdat, this could be down to your browser or cookies, so I would suggest using a different browser for your next purchase and also, be sure to clear your cookies just before you click through to TopCashback. If you do not see your tracking improve after this, please do not hesitate to get in touch with us via a support ticket, we would be happy to look into this further for you.

@carh, we are reliant on receiving a resolution from the merchant via the affiliate marketing network, but we will continue to pursue any claims until a resolution is provided, I do apologise though for the time that this has so far taken for you. The merchants customer service department may not always be aware of the cashback offers available as these are more often than not, handled by a separate division of the company, so they may not be able to advise in regards to your cashback query. We do ask that any concerns come via our support ticketing or claims system so that these can be looked via the proper channels and I can confirm that the majority of claims received, are resolved within the 12 weeks estimated.

@B_M, this is currently awaiting a fix at the moment and I hope to see this resolved within the next few weeks for our members, I am sorry though that this is taking longer than you had hoped for. I can assure you that this is not something that we would do on purpose, all members have a right to post how they feel regarding their cashback experiences on the reviews, but errors such as this can occur and we will do what we can to get the options working as expected.

@FinancialController, I can wholly confirm that any cashback we receive is passed on to the member, if a transaction is returned to us as being declined, then any expected cashback for this is not received, like if your transaction is attributed to another marketing channel, then it could be this channel that the merchant is referring to, for example, if you have an account with an alternate cashback site that you had browsed before clicking through to purchase with us. We will always do our best to answer your questions via our support ticket system but should you be concerned in regards to the claim that has been declined, you can post a message via your claim thread, directly to us and we can see if this is something that we can appeal further in this instance.

@Moneysava_wannaB , I can assure you that we do care but we do rely on any information being received form the merchant, via their affiliate marketing network. If you could email me at mse@topcashback.co.uk with your transaction date, I would be happy to take a look into this with our Claims Team for you.

Best wishes,
Samantha

Thank you for replying, it is much appreciated to know a representative is reading the comments. But I can assure you that the only reason there is so many comments here is that so many of us have used the Support Ticket and Claims section and feel we are getting no where with any of the claims or complaints we are making. If more was done to get these claims sorted, there would be no need for a Forum such as this

B_M

TopCashBack_Company_Representative wrote: »

@B_M, this is currently awaiting a fix at the moment and I hope to see this resolved within the next few weeks for our members, I am sorry though that this is taking longer than you had hoped for. I can assure you that this is not something that we would do on purpose

I would hope that it wasn't done on purpose!
But, I'm more disappointed with your reply and we've sadly heard something similar before with the forum 'issue'. Are you seriously saying it's going to take weeks to fix? This is the problem when you have the default set at 'highest ratings' rather than 'newest'. If 'newest' was the default setting, then at least the 'issue' would be fairer. Having reviews 'stuck' at the top from 2013 is just a bad joke!
Anyway, we know where we stand now and I'll watch AXA over the next three weeks and I'll go direct to them if payment hasn't been added to my account. I'm hoping I don't have to complain again, but fear the worst!

TopCashBack_Company_Representative

Hello,

@clivep, I am glad to hear that you remembered to disable your ad-blocker and that your transaction has tracked as expected, I am sorry though that this is at a lower rate than hoped for. Could you lodge a claim via the Customer Care section of your account for an incorrectly tracked transaction? We would be happy to look into getting this tracking at the rate expected for you.

@carh, thanks for your feedback regarding the claims system and I will be sure to pass this information forward, we do appreciate our members letting us know of areas that they feel we can improve so that we can do just that

@B_M, I am sorry if my reply was not as expected, I have heard back regarding this and it is currently with the Tech Team ready to be resolved, hopefully you will be able to alter the reviews as expected very soon!

Best wishes,
Samantha

robmar0se

Hello, Is there another "systems error" on TCB?

I submitted a claim last November for Dabs.com as the % amount recorded was half that offerred. Today I received two emails saying I had received some dosh from Dabs. However when I tried to view my claims, TCB system assumed I wanted to submit a new claim - it did not give me an option to review any claims history. So I am unable to verify that Dabs/TCB have honoured my claim.

On a separate note, trying to find one's way through TCB system now is a joke - clearly TCB are trying their damned best to make it as hard as possible to communicate with them. It appears obvious to me that TCB are trying very hard to reduce the volume of enquiries, to the extent that customers become frustrated/exasperated and give up. TCB have gone downhill over the past 6 months or so, couldn't now recommend to anyone.

FinancialController

I'm sure that if I was willing to spend any more time on this; Topcashback would be able to fritter it away too with the all too usual asinine cut and pastes.

I know how it works. I only ever used Topcashback., I checked the tracking AND the Merchant confirmed that they had paid you.

What part of your assurances am I supposed to accept,. I suppose a very reputable FTSE 100 company's Director of Customer Service was telling 'porkies'. yes that must be it.

TOPCASHBACK HAVE DECLINED 7 OUT OF MY LAST 8 TRANSACTIONS. YES THEY HAVE PAID FIVE OF THEM YET WITHOUT CHASING THEM UP WITH SUPPORT TICKETS AND WAITING BETWEEN 4-11 MONTHS I'D HAVE GOT NOTHING. GO ON ADMIT IT YOU KEEP THE CASH UNLESS PEOPLE GO THROUGH ALL OF YOUR UTTER NONSENSE.