Topcashback Questions & Answers

jan31

Hello there- I'm generally pleased with how TCB has worked for me however I am feeling ripped off by Tesco phone shop. I only bought from Tesco via TCB because of the cashback deal they were offering. I could have just bought it from Argos for considerably less at the time and how I wish I had! Tesco have paid a small proportion of what they owe me through TCB so the transaction definitely tracked on the system even though Tesco now claim they have no record??? so this does not compute.....I can't afford to just accept this and feel TCB are too willing to be fobbed off by Tesco and are not fighting my corner Any suggestions how to get this pursued further?? Is this something for Trading Standards as surely this is false advertising?

TopCashBack_Company_Representative

Hi there,

I hope that you all had a good weekend!

@legendkiller2k8, we do monitor our merchants closely and where we do find that a large number of transactions are not tracking, or the cashback is continuously being declined, then we do act accordingly and ensure that any issues go on to be resolved.

@Wheres My Cashback, it is only grocery purchases through Snap and Save that will go on to track right away, if you have made your purchase with one of our in store merchants such as O2 or the works, then this will not track for you until approved. I would be happy to look into this further for you though if you could email me at mse@topcashback.co.uk with the details of the offer that you are looking to claim for.

@Terry98, tracking is recorded by the cookies that are placed on your PC, this information is then passed through to the affiliate network to us and a transaction is then placed on your account. Do you have any ad-blockers on your PC or anti virus software at all? These could be causing you to experience these untracked transactions.

@jan31, not at all, it sounds as though you have experienced an incorrectly tracked transaction but if you could lodge a claim for this on your account, we would be happy to look into getting this tracking at the expected amount for you.

@stonehaven1966, that is great news and I am glad that I have been able to help

Best wishes,
Samantha

TopCashBack_Company_Representative

Hi Jan31,

If you could email me at mse@topcashback.co.uk, I would be happy to look into this in more detail for you.

Best wishes,
Samantha

Wheres_My_Cashback

TopCashBack_Company_Representative wrote: »

Hi there,



@Wheres My Cashback, it is only grocery purchases through Snap and Save that will go on to track right away, if you have made your purchase with one of our in store merchants such as O2 or the works, then this will not track for you until approved. I would be happy to look into this further for you though if you could email me at mse@topcashback.co.uk with the details of the offer that you are looking to claim for.


Best wishes,
Samantha

Yes I know.........this is the third time now a grocery receipt for clicksnap has been sent successfully via your website and it's not appeared in my account until I've queried it !

What with the multiple app problems its tortuous having to constantly send e-mails and receipts multiple times to get paid.

Sent 22/04 - Kingmill Bread 20p valid 21-27 Apr.......still not showing now !

Never ever do you get a proper explanation for these or the app problems, it's the same old scripted responses whch are sent.

Terry98

TopCashBack_Company_Representative wrote: »

Hi there,



@Terry98, tracking is recorded by the cookies that are placed on your PC, this information is then passed through to the affiliate network to us and a transaction is then placed on your account. Do you have any ad-blockers on your PC or anti virus software at all? These could be causing you to experience these untracked transactions.



Best wishes,
Samantha

Thanks for your reply Samantha.

Yes, I use Avast anti virus and Adblock plus but this is disabled for the TCB site.

My point is that some cashback is tracked and some isn't so surely it cannot be the av or ad blocker.

TopCashBack_Company_Representative

Hi All,

@Wheres My Cashback - I can assure you this is not intentional and as soon as we are aware of any potential issues with the app we do query our Tech Team about them. While it may not seem like we are doing anything, I can assure you behind the scenes we are always looking at ways to rule out any potential glitches that some members may be experiencing. Glitches can be due to a variety of reasons; it could be the configuration of a certain device or something in our system that we need to iron out. This really can vary, and it is for this reason why we are not always able to provide a comprehensive view of what has happened. Please do let us know if your submission still hasn't appeared in your account as we can double check on this for you.

@Terry98 - I do understand your concern when some cashback tracks but others does not and so it may appear to rule out any anti-virus programmes. Tracking is so very complex an update to your device or anti virus could cause issues for tracking. These sort of issues do often get ironed out in later releases of software. With updates coming so frequently for anti-virus users this could be one of the causes of some transactions tracking, but others not being successful. Additionally, this can also happen because there are several different cashback networks and not all of these will be set up the same. This is another reason why, in rare cases you may have tracking issues because different networks may communicate with your device in different ways.

I do hope this helps you both.

Best wishes,

Matt

Terry98

TopCashBack_Company_Representative wrote: »

@Terry98 - I do understand your concern when some cashback tracks but others does not and so it may appear to rule out any anti-virus programmes. Tracking is so very complex an update to your device or anti virus could cause issues for tracking. These sort of issues do often get ironed out in later releases of software. With updates coming so frequently for anti-virus users this could be one of the causes of some transactions tracking, but others not being successful. Additionally, this can also happen because there are several different cashback networks and not all of these will be set up the same. This is another reason why, in rare cases you may have tracking issues because different networks may communicate with your device in different ways.


Matt

Thanks for your reply Matt.

I does really seem at the moment that it is more likely that a purchase will not track. I must have been very lucky in the past!
Wouldn't you agree it's foolish not to have anti virus software on your computer? It has been suggested to me that having a browser only used for cashback might help but I am not so sure!

BTW I got a positive result from your test tracking page https://www.topcashback.co.uk/TestTracking/Tracking and although I allow 'Allow local data to be set (recommended)' on my browser Opera 29 the instructions to 'Press the 'F12' key on your computer keyboard' must have applied to older versions of Opera!

SuperOwl86

6 months has gone by and my o2 cashback is still sitting on pending which is really starting to annoy me now.

carh

Terry98 wrote: »

Thanks for your reply Matt.

I does really seem at the moment that it is more likely that a purchase will not track. I must have been very lucky in the past!
Wouldn't you agree it's foolish not to have anti virus software on your computer? It has been suggested to me that having a browser only used for cashback might help but I am not so sure!

BTW I got a positive result from your test tracking page https://www.topcashback.co.uk/TestTracking/Tracking and although I allow 'Allow local data to be set (recommended)' on my browser Opera 29 the instructions to 'Press the 'F12' key on your computer keyboard' must have applied to older versions of Opera!

Hi Terry, I had the same problem as you and did everything asked,it did no good. But suddenly this month, some cashback started appearing but it can stop as suddenly and it does not seem to just be related to the retailer. It is all very odd, just keep an eye on each one. I am just claiming for all the ones that didn't appear which is irritating as it takes months and months when it should just be a simple follow on

TopCashBack_Company_Representative

Hi everyone,

@Terry98 - I would certainly not advise you to not have anti virus installed. I know that, in the age of technology we are in now anti virus is vital to making sure your device is safe. However, with that being said there are certain set ups and configurations that can prevent a transaction from tracking which is why we do ask that you take a closer look into this. Our Tracking page is a great tool for you to use to give you an initial idea about how tracking works and if your general computer settings are set up right to help this, but unfortunately this can't cover every possibility or check every configuration of your device. Although it may not appear true for you at the moment, I can assure you that the majority of transactions do track as we would expect.

@SuperOwl86 - Although the validation process for this merchant is 6 months, it may take a little while after this before the merchant progresses the transaction in your account. With that being said, I will be more than willing to take a look at your transaction for you if you can send an email to mse@topcashback.co.uk, detailing your transaction date and account email.

@carh - It is great to hear that your transactions have started to track as we would hope. However, if you do have future issues please do let us know.

Best wishes,

Matt