Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi there,

@Photometer, I am sorry to hear that you are still awaiting a response, could you email me at mse@topcashback.co.uk with the date that you emailed in? I can then take a look into this for you.

@michaels, I believe that I responded to you via another platform today, if you could kindly get back to me on there with the requested details, I would be happy to take a look into your claims for you.

@nanto3girls, this could be down to several different factors, but if you could email me at mse@topcashback.co.uk with the amount you wish to withdraw and via which method, I can take a look into this for you.

@bestofdevon, I can assure you that we do not persuade members to make purchases and do note on all merchant pages: Please do not make purchase decisions based on expected cashback as it is not guaranteed. We will always do all that we can to get any expected cashback to you though but as we are reliant on the merchant to provide any updates, via their affiliate network, we may not always be able to provide in depth responses until a resolution has been received. This does not mean though that your claim is not receiving our attention, behind the scenes, we will always be chasing for a resolution. If you ever have any queries regarding your claims, please do not hesitate to get in touch via a support ticket and we will be happy to update you as best we can.

Best wishes,
Samantha

carh

As I keep going onto the Claims and see the same "Waiting for |Merchant" or Querying with merchant network" , I am now contacting merchants direct myself to hear their side , though I have to say many just palm you off.
TCB Representative: You keep repeating the same old thing....get in touch with TCB and submit a Support Ticket. I have 4 pages of correspondence for just ONE retailer since July 2014 where I submitted a Support Ticket and you keep saying the same old thing over and over and over..but never do anything concrete to solve the problem. Why do you think everyone on here is so sick and tired and angry? Is this how you want your clients to feel? because it sure appears that way. As I said once before the BUCK STOPS WITH YOU! You offer this discount in the first place , wherever it comes from and take a cut from the retailer. You should therefore take the blame on the occasions where you have issues with the retailer. This is NOT THE FAULT OF US BUYERS WHO USE YOUR SITE. Do you not get this? YOU offer the discount from whatever source on agreement with the merchant you deal with, therefore we are the ones that accept that and you cannot blame a third party when the money is not paid out. Everyone but you can see this, but you refuse to accept anything is down to you. This is no way to run a business and you should not be offering these discounts if you cannot accept responsibility . It will be investigated eventually by the authorities on your side as too many people are getting extremely upset about the way this is being handled

Tiggy_Wiggy

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 [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] with the merchant name and your transaction date, I would be happy to take a look at this for you.

Best wishes,
Samantha

Have emailed you the details.

fed_up_and_stressed

I have a question for topcashback ....

Not logged in it says the Virgin Media big welcome discount on the big kahuna £39 for 12 months then £49 after is £231 ... Yet when i log in Big Welcome Discount on the Big Kahuna for just £39 for 12 months then £49 thereafter is £222.20

Why the discrepancy ?

devil_tez

MSE should remove TCB from there site and promote Quidco instead as people are just being ripped off by TCB.

My claim was finally sent to the merchant and I was told to wait several months and then several months later I was told that the merchant had requested my claim be resent in the next run which was in another months time which will then reset it to another several months to wait.

What a load of BS Quidco would never have done this to me.

TopCashBack_Company_Representative

Hello,

@carh, I can understand that it is frustrating when cashback does not progress as expected and when this does occur, this is followed up by the network who will do all they can to get any outstanding amounts to our members. 100% of the cashback received goes to the member with the added top up amount applied by us, either 1% or 5% depending on your membership level. We are not always able to provide varied or regular updates to claims or support tickets, as we do rely on any information and the cashback being passed down from the merchant, via their affiliate network, and this process can be time consuming so we do ask for your patience with this, but once any cashback has been received, your account is updated right away to reflect this. Whilst we will endeavour to get any cashback to you, it is not guaranteed and you will be able to see the following mentioned on every merchant page: 'Please do not make purchase decisions based on expected cashback as it is not guaranteed'. You can always view our terms and conditions for more information though. I hope that your claims are successful and that we can get these resolved soon for you.

@Tiggy Wiggy, thanks, I will get back to you shortly on your email

@fed up and stressed, the difference is based on the membership levels, when logged out, you will automatically see the Plus Member rate, but if you are a Classic Member, once you log in to your account, you will see the rate slightly reduced. I hope that this helps!

@devil_tez, I am sorry to hear that you feel this way about TopCashback, we are not able to pass forward a resolution until this has been passed on to us and if a claim is requested to be resent, then we will resend this in a bid to provide you with a resolution. It is not often that this occurs and although it can take time, we hope that we are able to provide a positive resolution at the end.

Best wishes,
Samantha

digital

Once again Snap&Save has failed and yet again I have had an email: 'Unfortunately something went wrong with the receipt upload and we are unable to view the receipt image. Please could you resend the receipt image to snapandsave@topcashback.co.uk within the next 5 days and we can look into this for you'.

This happens far too often. Perhaps TopCashBack might want to either fix the system or do something different?

TopCashBack_Company_Representative

Hi digital,

I do apologise for this, we did experience a few issues with the receipt upload option yesterday which we have now been able to resolve, but if you do find that this occurs for you again, we would be happy to accept your receipt via the email provided. Please be sure to apply the details of the offer that you are claiming for in your email though and I do apologise for any inconvenience that has been caused.

Best wishes,
Samantha

digital

Yesterday was not the first time Snap&Save has failed like this and having to go to the trouble of emailing the image is just not acceptable.

This, along with genuine transactions being declined and your insistence on a default display of reviews by highest rating rather than newest to oldest makes a move back to Quidco pretty much inevitable.

ioscorpio

I have just been paid £60.60 cashback for car insurance via Aviva purchased on 24/11/14, although on the day that I bought the insurance it was £70.70, unfortunately I did not take a screen shot. Is there any way of checking the cashback offered for that day?
I have queried it through the Missing Cashback Claim as initially it did not track. I have received an answer Unfortunately it seems that the merchant has taken the decision to decline this submission, and as such we have not received any cashback to pay over to you or add as a pending indication to your account. The reason that we have received to support this decision states: 'incorrect order ref''.
This answer obviously makes no sense as I have been paid.