Topcashback Questions & Answers

SHEILA54

Hi

I asked for my payment to be made as an Amazon gift certificate on 4th May and it is still waiting to be processed. I have sent messages to customer care but no response. I now have more cashback due and had hoped to use both amounts to buy items for my holiday, next week, but I can't download that payment either as the other is still outstanding. It states that the latest time to receive voucher would be 11th but nothing.

Please can you help?

TopCashBack_Company_Representative

Hi Everyone,

The sun is shining and the birds are tweeting. I hope everyone is enjoying today. We're half way through the week already!

@B_M - My apologies, I thought you were referring back to a previous member's comments about a train merchant. Our snap and save offers are an extension to the cashback offers on our site, rather than a complete separate entity like a few of the apps available. With that being said, it is always worth checking what offers we do have as it means you could either save even more money off a product that is available on other apps or you could earn a little bit of cashback for a product that is not available on other apps.

@SHEILA54 - Can I ask if you have clicked on the validation link that we send in an email to confirm this payment? If you have could you kindly send me an email to mse@topcashback.co.uk? I can them take a closer look into why you have not received payment just yet.

Remember the suntan lotion and I hope everyone has a great afternoon

Best wishes,

Matt

SHEILA54

Email sent earlier today.

Thanks

acesqueen

Why does topcashback ask for ip address to reset security question?

B_M

@tcb Matt. No worries.
Looks like the 'dodgy' merchant has started to pay?

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

It's taken 3 months to make 1 extra months payments. They last paid (according to tcb) in February for November transactions. So, it looks like January ones will be paid in August (another 3 months)! By next week, I've allowed the extra 4 weeks, but can't see this coming through looking at their past performance. I'll raise a ticket on Monday to confirm tcb don't have my cash.
I've noticed the estimate has changed from 13 weeks to 14 weeks and after it's gone past. I'm not keen on that, other sites use (payment delay - which it is) or (extended - which it is), but don't change estimates, especially after the delay. I'm assuming the estimate is due to the known delays since February with this merchant?

I had a great afternoon, but sadly didn't need any suntan lotion. Not even factor 5!

TopCashBack_Company_Representative

Hi everyone,

I hope you are all doing well and looking forward to the weekend.

@SHEILA54 - Many thanks for doing this, I have now replied to your email. Hopefully we can process this payment shortly for you. However, if you do still have issues please do let me know through email.

@acesqueen - As I'm sure you can appreciate we do need to make sure your account is fully secure as we have a duty of care to you. Unlike some websites, we only ask you to input a few details about yourself. However, this means when we try to identify a person to make sure it is the account holder we are speaking to we do need the person to confirm a piece of information that either nobody else would know, or be able to get hold of - this is why we can't ask you for some details that are already on your account.

In a lot of cases this results in asking for your ip address. This is a unique connection to you and is therefore something we can cross check on your account to make sure that your account is fully secure - we would hate to be relaxed with this and accidentally let someone else access your account in error.

@B_M - Many insurance companies do have a validation period of a couple of months and so this may mean that payment takes a little longer in comparison to some other transactions such as a normal online purchase. We do not like referring to members not receiving payment by their estimate as a delay as it is not. The estimate is wholly calculated by ourselves. Whereas some sites don't give estimates, we find that our members do appreciate them. However, when it does seem to be progressing at a much slower pace than we would hope for, we do do what we can to look into this. In line with this we do find it better for our members to slightly amend the estimate if we find the latest information we have suggests the payout time frame is slower/faster than it has been in the past. We do this just to give them a more accurate estimate of when we would hope their transaction is paid for and moves to payable.

I do hope this answers everyone's questions.

Best wishes,

Matt

Sugarplum634

If I buy things from a retailer where there is more than one code available - so X percent cashback on Thing 1 and X percent on thing 2 - if they are both in my basket at the same time do both discounts get applied?

Many thanks
TCB newbie!

November2

Have just had to lodge a claim for Tesco car insurance as it shows as declined. There is absolutely no reason for it to be declined, my account shows date and time I clicked through for quote and purchase was made there and then. Why do you allow these companies to keep advertising on your site when they decline cashback for no reason?

November2

Well, just received an email back from you saying you have put my claim 'on ice' until 22nd June just to see if it tracks. It is not the tracking that is the problem it actually says 'declined' in my account!

B_M

TopCashBack_Company_Representative wrote: »

@B_M - Many insurance companies do have a validation period of a couple of months and so this may mean that payment takes a little longer in comparison to some other transactions such as a normal online purchase. We do not like referring to members not receiving payment by their estimate as a delay as it is not. The estimate is wholly calculated by ourselves. Whereas some sites don't give estimates, we find that our members do appreciate them. However, when it does seem to be progressing at a much slower pace than we would hope for, we do do what we can to look into this. In line with this we do find it better for our members to slightly amend the estimate if we find the latest information we have suggests the payout time frame is slower/faster than it has been in the past. We do this just to give them a more accurate estimate of when we would hope their transaction is paid for and moves to payable.

Thanks Matt. I've thought that for quite a while and actually posted on the old tcb forum I thought tcb were responsible for the estimates. I took out a financial product based on the info given. The estimate was originally 13 weeks, now changed after it was delayed, to 14 weeks. Next week, after giving an extra 4 weeks (from original estimate), it will be 17+ weeks. I take that as a delay and I'd imagine anyone in their right mind to take that as a delay. I believe the estimated averages are wrong and are still wrong.
Original purchase, 18th January. Only just confirmed today (or last night), 15th May.

Transactions are usually confirmed in 2 to 6 weeks. They should become payable 60 - 90 days after the event date, unless otherwise indicated on the Avg Payment Speed statistics (or in the notes) above

I was hoping it would go straight to payable after the delay (my words).
To be continued.

At last I've had my 45p Kitkat 'snap & save' payment. Submitted, 6th May and payable 15th May. A lot of work for 45p! I won't be pestering you again, well not until tcb can get an app as good as Shopitize.
Thanks to Helen for manually adding.

@November2 - turn that 'decline' into a positive and go direct to Tesco and submit a mis-selling complaint (non-payment of cash back offered via Tesco's affiliate marketing for purchasing their product via their agents), assuming t&c's were met. Welcome to the world of financial issues via cash back sites. On a positive, I've been paid for all my financial purchases (one outstanding), even though I've had to chase up declines and delays with the merchants direct. I've had to get the Financial Ombudsman involved a few times too, but have always been paid (sometimes with compensation and / or gifts). Good luck.