Topcashback Questions & Answers

BelindaS

Just tried logging on via app and website but neither are available! Do you have any problems you are aware of please Matt.

Terry98

carh wrote: »

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

Thanks carh. It's nice to know I am not the only one!

Until the tracking process is automated it always provide the unscrupulous supplier the opportunity not to pay cashback but still achieve the extra sales that sites like TCB provide.

legendkiller2k8

BelindaS wrote: »

Just tried logging on via app and website but neither are available! Do you have any problems you are aware of please Matt.

TCB site seems to go down a lot just lately, there was problems yesterday i believe they posted something on their twitter about it.
Seems to be playing up today too.

TopCashBack_Company_Representative

Hi Everyone,

I hope you are all having a nice afternoon.

@BelindaS - Unfortunately we did have a few glitches yesterday that may have meant you had issues logging into either our App or Website. I do sincerely apologise for any inconvenience caused. Our Tech Team were on the ball and got things up and running as soon as they could.

@Terry98 - I can assure you that tracking is already automated, but it is not administered by TopCashBack - rather a cashback network of the merchants choosing. This does not mean however, that the cashback network will just side with the merchant. It is in their interest to get cashback through them. This is shown most prominently with our Claims Process, as we do query transactions as much as we possibly can and in a lot of cases get the cashback to our members.

@legendkiller2k8 - We did have a few issues on site yesterday unfortunately and our Tech Team did work hard to amend these as soon as they possibly could. I am not aware of any issues today however, and everything does seem to be working as we would expect.

I hope this helps everybody and I do once more apologise for any issues people had with our site yesterday.

Best wishes,

Matt

Terry98

TopCashBack_Company_Representative wrote: »

@Terry98 - I can assure you that tracking is already automated, but it is not administered by TopCashBack - rather a cashback network of the merchants choosing. This does not mean however, that the cashback network will just side with the merchant. It is in their interest to get cashback through them. This is shown most prominently with our Claims Process, as we do query transactions as much as we possibly can and in a lot of cases get the cashback to our members.


Matt

Thank you for your reply Matt. While I do not doubt what you are saying I can give you two instances in the last few months that cashback tracking is not automated.

Cashback did not track for a holiday I booked through TCB. After investigation by TCB I was informed a third party got involved in the booking and it did not track even though TCB confirmed the click through. If cashback is automated why did my holiday not track? The third party involved was the result of a merger between the company I booked with and another.

Cashback only tracked for some TV equipment I bought when I set up an account with them three weeks later. If the process is automated why didn't it track within 1-2 days as advised by TCB? No mention is made that an account has to be set up for the purchase to track.

I know tracking does not mean payment but at least if it's automated we have a chance of cashback. The above two cases prove the supplier chooses when they want to pay and when they don't!

BiggaThanBen

Why does TCB rarely track now?

I am using Firefox, clearing all cookies and switching AdBlock off before trying to buy something via TCB. I get confirmation every time on TCB, and often on merchant sites if they support it.

It almost never tracks.

It worked more or less OK before, roughly 20% of transactions were missing, now it is more like 95%. All reliable merchants, like banks, holidays websites etc. with good statistics.

The same story was with Quidco, this is why I switched to TCB several years ago.. I am really fed up with this, I started recording bigger transactions, but for smaller amounts I stopped bothering, it takes more effort to log the request ...

Some examples of retailers: Santander, Thomson, Netflights

TopCashBack_Company_Representative

Hi there,

@Terry98, when this occurs, what this means is that another marketing channel has been credited with the referral. We are not doubting that you clicked through us to purchase, but if you have been using a search engine, or have been browsing other retailers during your last session without clearing your cookies after, this can be what causes your transaction to be attributed elsewhere.

Tracking should occur within 7 days of a transaction being made, why this has not tracked for you until after an account was created, I am not sure I'm afraid, which merchant was this with? I can look into this a bit more for you.

@BiggaThanBen, I have seen it before where it has been the anti-virus software that has been installed which has had an effect on tracking, do you have any anti-virus software on your PC at all?

I look forward to hearing back from you both and have a great Bank Holiday weekend in the meantime!

Best wishes,
Samantha

Terry98

TopCashBack_Company_Representative wrote: »

Hi there,

@Terry98, when this occurs, what this means is that another marketing channel has been credited with the referral. We are not doubting that you clicked through us to purchase, but if you have been using a search engine, or have been browsing other retailers during your last session without clearing your cookies after, this can be what causes your transaction to be attributed elsewhere.

Tracking should occur within 7 days of a transaction being made, why this has not tracked for you until after an account was created, I am not sure I'm afraid, which merchant was this with? I can look into this a bit more for you.

Thank you for your reply Samantha.

It was Monarch.

I notice you are still offering 3.3% for Monarch Holidays.

The trouble is Monarch have now merged with Cosmos and although our flights and accommodation were booked through Monarch, Cosmos took over the accommodation side of the holiday immediately after we booked it. Everything about our booking up to then pointed to Monarch handling the flights and accommodation.

I think you will find that Cosmos were the 'Marketing Channel'

Monarch now only look after the flights and no longer do accommodation as Cosmos take over that side of the booking.The fact you still have 3.3% for Monarch Holidays means you still pay on the total package and just because Cosmos are the third party should not have stopped the holiday tracking and our cashback. It would be very interesting to know if you have paid out any cashback for Monarch Holidays since the merger?

I think this proves that tracking has it's problems and it is not automated as Matt advised.

B_M

@ tcb reps. What has happened to the stats re SKY? They've disappeared!
I'm overdue now by just 2 weeks, but seriously expect to chase up via a complaint in 2 more weeks (if not paid). I'll be asking at least for the Direct Debit to be suspended until resolved. It's totally unfair that I can't be late with payments, but they can! If they refuse, then a complaint will be raised.
SKY woes continue and continue, but the cashback sites refuse to suspend them. Issues are well known by now, aren't they? How much more 'slack' are they going to be allowed?

I have another large insurance purchase well overdue now and that looks like it'll need chasing up. They also have 2 more weeks to pay up (before a complaint is issued), you have got to set a limit somewhere and this company looks like they are not paying (according to the stats). Heavily promoted last week though!

Watch and wait time, but these 'dodgy' companies need chasing!

@ Terry98 - Monarch apparently are well know for not tracking. I've received help form a few cashback sites and claims are reputed to take up to 9 months!

TopCashBack_Company_Representative

Hi @Terry98 and @B_M, I hope you are both well and enjoyed the Bank Holiday weekend.

@Terry98 We will be more than happy to take a look into whether this could have happened for you. If you could kindly send me an email to mse@topcashback.co.uk with details of when your transaction was made and also your email address, I can get this looked into for you.

@B_M - The reason that these no longer display is because the merchant has changed cashback network. This can happen from time to time and wont have an impact on any previously made transactions. We do kindly ask that you allow 4 to 6 weeks after your estimate as this is an estimate that we calculate. It is always worth checking up on your estimate as sometimes we may amend this. Please be reminded that this is an estimate and not a deadline for payment to be awarded to us.

Sky offers a very good cashback offer for our members and the vast majority of transactions are paid within a reasonable time frame. It would be unfair for all of our members to remove them on site due to payment taking little longer than some members would hope.

If your transaction for your insurance does pass the estimate by around 4 to 6 weeks please do let us know and we will of course take a look into this for you.

I do hope this reply helps you both.

Best wishes,

Matt