Topcashback Questions & Answers

keith1950

How do you know they have been paid?? Pure supposition!! You basically appear to be calling them corrupt.

I generally don't chase them for late payment, they have all eventually turned up, one after 13 months.

All cashback companies state that it isn't guaranteed as there are so many possibilities for things to go wrong and the transaction has to be completed 100% online with no later manual alterations which could break the link to your transaction.

phil_solo

Highly suspicious how after months and months of no response from TCB the minute I post messages here and on their claims page I suddenly get a response from them.

Hotels.Com (or should that be Hotels.Con?) are allegedly denying my Cashback on the grounds that an "Invalid Order Number" was used in the claim. This is utter nonsense as the Order Number used in the claim is the Order Number supplied to me by Hotels.Com in their confirmation emails!

That looks a lot like a rather convenient excuse dreamed up by somebody somewhere to renege on a payment obligation and it stinks mightily

TopCashBack_Company_Representative

Hi Everyone,

I hope everyone is having a nice day and that you're all still enjoying the glorious sunshine we're having!

@keith1950 - Many thanks for your support and for your comments about is. If ever you do have any queries please do let us know.

@Phil Solo - I am really sorry you feel this way about us. The first thing I can assure you is that if we are paid the commission we pay it straight to you. We don't treasure it ourselves or keep it for our own benefit - we pass it back to our members in line with our own motto of passing at least 100% of the commission back to our members.

The tracking itself is done by a cashback network, this is someone chosen by the merchant themselves. However, we do keep an eye on tracking and if we do notice anything strange going on with the tracking of course we do take action. Without members our site wouldn't work and so it is really important they have the best experience they can. We do also advise members about some simple tips such as clearing cookies and cache before logging in and making sure adblockers are disabled as these are simple things that members can do themselves that can help a transaction to track.

I am really sorry to hear your claim has been declined by the merchant, if you do have an alternative order number we may be able to look into this further if you can email mse@topcashback.co.uk. However, without a new order number I am afraid the resolution will be the same.

I hope everyone enjoys the rest of their day.

Best wishes,

Matt

phil_solo

@Matt,

As explained above, and as I have just recently stated in messages on your site, the Order Reference stated in the claim is the same and sole reference number quoted to me by the merchant themselves when confirming my purchases. I cannot supply an alternative Order Reference because no such Reference exists, and given that Hotels.Com supplied me with the order references from their systems they are being at the very least disingenuous and obstructive when they claim that their own references are not valid references for tracing cashback claims.

The orders and completed trips are sitting there in my account history on Hotels.Com website with the confirmation numbers supplied by Hotels.Com which were used in the claims. It is a mystery to me why the merchant refuses to accept its own data as valid proof of purchase

TopCashBack_Company_Representative

Hi @Phil Solo,

I do understand these situations can be frustrating. What we could suggest is that perhaps you contact the merchant to see if there are any other reference or order numbers associated with your transactions? Perhaps something like a reservation number etc?

If you have not had a positive outcome with these, please do drop an email to the email address listed in my previous response and we will do our very best for you. But please be aware without a new order number this may not have a positive resolution.

Best wishes,

Matt

Wheres_My_Cashback

TCB,

Can you please explain why whenever I submit a receipt using the APP for snapandsave I receive the following back from you......

Hi There,

Thank you for submitting your receipt image for the Snap & Save xxxxxx offer.
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.

It's either that or a message saying it's been rejected and at the same time it's been accepted.

I use all the other recipt cashaback apps and don't get any problems yet with yours it's about a 95% failure rate.

Please sort your app out. Surely if everyone else can do it you can.

phil_solo

@Matt

Consider carefully your phrase "contact the merchant to see if there are any other reference or order numbers associated with your transactions?" - What you appear to be implying is that Hotels.Com have some other set of Order Numbers which they keep to themselves and do not communicate to their customers, which they subsequently use as 'evidence' to deny the payment of cashback.

If Hotels.Com supply me with a full details of the booking which includes Booking Confirmation Number generated by their systems then that alone is sufficient proof of the booking and the cashback. The existence of some 'secret' and undisclosed internal reference number is immaterial and it seems somewhat odd to suggest that the only reference number supplied by the merchant to me when confirming my booling is not proof of purchase.

Rest assured, I have gone through the trail of correspondence with Hotels.Com in relation to my bookings with a fine tooth comb and lifted every significant and insignificant identifying detail from the information available in their emails and on their own website database. If they were to be keeping a second set of secret order numbers as a way of reneging on their payment obligations that alone should get them kicked off your platform as dishonest and dishonourable operators.

No, what has gone on here is clearly the most simple of explanations - someone has plucked an 'excuse' from thin air to deny cashback because after all this elapsed time they could not be bothered to properly investigate the click-through traffic in the various server logs to prove and validate my claim, and I have caught them out on it.

TopCashBack_Company_Representative

Hi there,

@Wheres My Cashback, without seeing this for myself, I am afraid that I am not able to say why this has been the case, could you email me at mse@topcashback.co.uk so that I can take a better look. We are happy for you to email in your receipts though while I look into this for you.

@phil solo, please be assured that this is not what we are implying at all and I do not believe that they have secret order numbers to prevent the cashback from being passed forward, I have received your email though and I am happy to look into this for you and see what I can do to help here.

Best wishes,
Samantha

helenfoz

I used a Paddypower sportsbook cashback offer on TopCashback to get £20.50 for placing a bet on the Grand National and it hasn't tracked at all. I even encouraged several of my friends to do so and they didn't get theirs either. A bit embarrassed about recommending Top Cashback now because of it. I've also done another for Miss Selfridge and didn't get that either its showing as £0.00.

All a bit rubbish! Have put a claim in but I'm not expecting to get anything back anytime soon from what people have said.

stonehaven1966

Two weeks ago I suddenly was not able to access my Topcashback account. I am unable to reset password. I have now contacted the support email 3 times and still I cannot access my account. I am a regular user and I have a confirmed cashback of £100+ in my account.
This is my first post. Can anyone help ?