Topcashback Questions & Answers

littlereddevil

I had 2 items didn't track recently but TCB has sorted both out for me. Thanks

legendkiller2k8

@B_M I myself am in a battle with Sky over cashback, i'm glad yours got sorted
i have gone through with my threat and blocked Sky from taking anymore money from my bank account until this is sorted, no surprise they suspended my tv services lol.
However a legal advisor has confirmed if any company offers cashback and then decline it after the sale they are then mis-selling a product.
@tcb i trust you will get this sorted as i have lodged a claim.

B_M

legendkiller2k8 wrote: »

i have gone through with my threat and blocked Sky from taking anymore money from my bank account until this is sorted, no surprise they suspended my tv services lol.

I personally wouldn't have stopped my Direct Debit, but would have requested a 'freeze' pending their promoted cash back payment. If refused, as expected, then a formal complaint. They would have 8 weeks before resolving a complaint or issuing a 'deadlock letter'. Once you have this letter, then off to the Ombudsman (Ofcom) with a further request for compensation (small amount) for your work.
SKY woes throughout cash back sites, so not exclusive to tcb.
Good luck with your troubles.

To balance things up, I had a surprise with a large insurance payment going through to paid early. Well, earlier than expected as this merchant does have a promoted 'average' of 36 weeks! Paid at 26 weeks.
Just the one financial merchant to resolve, but not overly confident. When you see stats showing they haven't made a payment since February, you see the warning signs! That will be moved on, one way or another by next Tuesday.

Scrapmate

When you ask someone to be patient, how patient does a person have to be? I have a payment of £35.35 from British Airways pending since 17/6/2014. I have lodged claims only to be told to 'be patient'. I really feel that this needs to be sorted out now. The whole experience has totally put me off buying things through TCB.

TopCashBack_Company_Representative

Hi everyone,

I hope you all had a lovely weekend. The weather was a little gloomy but it seems to be brightening up this week!

@B_M - I am delighted that your Sky and Insurance transactions have now progressed - especially the transaction that was paid for sooner than we would have expected :j I do also hope it's not too long now before your other transactions progress.

What I can assure you, is that no offers that are on site are there to mislead you into buying a product or service. The terms of the cashback offers are fully detailed in our terms and condition and explain that this can only be passed on if the cashback is received.

Any situations where we think something is not quite right we do investigate this thoroughly as we put these offers and rates on our site in good faith.

@littlereddevil - I am delighted that we managed to sort out your issues for you. If you do have any queries in the future please do let us know as we are always happy to help.

@legendkiller2k8 - Our Claims Team will try their very hardest to help you and get the expected cashback to you. It can sometimes take a little while to query claims but I do hope that this turns out to be a fruitful wait for you.

@Scrapmate - We really do appreciate every members' patience when a transaction doesn't progress within the time frame we would estimate. We can be a little out sometimes with our estimates, but when the cashback is paid by the merchant we will then progress the transaction in your account.

If you could kindly send me an email detailing your email address and transaction details I can take a further look into your transaction for you. Please email this to mse@topcashback.co.uk.

I do hope this helps everyone and that you all have a great week!

Best wishes,

Matt

BiggaThanBen

TopCashBack_Company_Representative wrote: »

@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 only have Microsoft Security Essentials installed on my PC. Is it known to cause any issues with TCB tracking ?

B_M

@tcb Matt, thanks.

TopCashBack_Company_Representative wrote: »

What I can assure you, is that no offers that are on site are there to mislead you into buying a product or service. The terms of the cashback offers are fully detailed in our terms and condition and explain that this can only be passed on if the cashback is received.

Any situations where we think something is not quite right we do investigate this thoroughly as we put these offers and rates on our site in good faith.

So, I'd imagine non-paying merchants will be investigated.
How about this?

We last received a payment from this merchant during February 2015, for transactions in November 2014.

Is that abusing affiliate marketing?
Is this a merchant you could trust?
How can tcb defend this merchant and continue to promote? I'm willing to listen.
99.7% satisfaction rate? Really? Please enlighten us?

Not long after this post, I received an email stating an issue (yes, yet another one) that I had a declined 'snap & save' reward. I submitted this last Wednesday and it's taken up until today, Tuesday the following week to decline! Are you really suggesting holding onto receipts for around a week? Obviously still an ongoing issue with tcb's 'snap & save' app and I hope Henry resolves this issue (and tcb pays up), even if just down to the delay! Five images sent, surely at least one of them must show the item (KitKat)?

legendkiller2k8

TopCashBack_Company_Representative wrote: »

@legendkiller2k8 - Our Claims Team will try their very hardest to help you and get the expected cashback to you. It can sometimes take a little while to query claims but I do hope that this turns out to be a fruitful wait for you.



Best wishes,

Matt

That'a all i ask @matt but i still have my doubts about TCB so there's your chance to prove me wrong.

TopCashBack_Company_Representative

Hi Everyone,

I hope everybody is doing well!

@BiggaThanBen - Unfortunately we can't specifically say if a piece of software will affect tracking, but it may be the case that you need to configure your software to help the tracking process. With technology being so varied it is not always possible to pinpoint direct causes of tracking issues I am afraid.

@B_M - Although it is the cashback network's role to query payments we will always do our best to keep an eye on transactions and query the network where we can. I can assure you that the statistics you mention about satisfaction are very much true and are based only on the feedback given by our members. It would not only be misleading but also very much against our fair play policy if we made statistics such as this up. In regards to the payment statistics, we do try and make sure this is as accurate as possible. However, in some cases the paid transactions may not be enough to give the best overall picture. Additionally, with it being a train travel merchant it may be that members have yet to complete their travels.

In relation to snap and save, we will only decline a transaction if we have very good reason to. Sometimes an image may not display at all, or not display very well. Therefore, we will give you the chance to re-submit this. If you find this issue to be regular you could perhaps try submitting receipts through our desktop site.

@legendkiller2k8 - Many thanks for getting back to me. I am sure that our Claims Team will be in touch in the near future regarding your claim.

I hope everyone enjoys the remainder of this lovely sunny day!

Best wishes,

Matt

B_M

TopCashBack_Company_Representative wrote: »

Additionally, with it being a train travel merchant it may be that members have yet to complete their travels.

No Matt, not a train travel merchant. Tcb may have issues receiving payments from a train travel merchant as well, but this is a financial merchant. I'll do the work myself from next week (if not paid), don't worry too much about it.
Re snap & save. I've actually found the receipt (a bit dirty) and will scan later, or maybe tomorrow and email it. Just to ensure I don't get screwed from an inferior app (issues for ages). Get the tcb tech guys to have a look at the Shopitize app. Confirmation in minutes from their clever robots and no need to wait 6 days for a decline. Let me know when tcb have a comparable app and I'll start using snap & save again. Until then, it's just too much hassle.