Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi there,

@sillygoose, you should not have received this email if you are only subscribed to service emails, could you email me with your TopCashback email address and the date that you received this email, I would like to take a better look into this. You can send this to me at mse@topcashback.co.uk.

@ex-homelessdude2, you can have one account on each site, that is no problem at all

Best wishes,
Samantha

Jummy

Hi!
I'm trying to do an o2 phone upgrade and after checking that the upgrade is ok ive been told to finish the order I have to call CPW.
Does this mean cashback wont track if order finished over the phone?
There isn't an option to carry on with the order online.

sillygoose

TopCashBack_Company_Representative wrote: »

Hi there,

@sillygoose, you should not have received this email if you are only subscribed to service emails, could you email me with your TopCashback email address and the date that you received this email, I would like to take a better look into this. You can send this to me at mse@topcashback.co.uk.

@ex-homelessdude2, you can have one account on each site, that is no problem at all

Best wishes,
Samantha

Thanks Samantha, I will forward it to you.

TopCashBack_Company_Representative

Hi there, I hope that you are both well and looking forward to the weekend!

@Jummy - I have been looking into this for you and can see in the Carphone Warehouse terms it does state that commission is only tracked on orders placed online. Is there a specific reason as to why you are not able to complete this order online? I would advise you to contact Carphone warehouse directly and query as to why you are not able to do this, as they may be able to resolve this issue for you. I apologise that this is not a more positive response but ultimately you will need to complete this transaction over the phone to receive your cashback.

@sillygoose - Thank you for sending this into us, we have since received this and I will be back in touch shortly.

Best wishes,

Sarah

BK9383

Ref: Claim ref 12434840

Hi Topcashback

I made a purchase from Virgin Media via topcashback on 6 May 2015, the click has been recorded in my account. However, to date, the transaction doesn't seem to have tracked; it is not showing in my earnings. The entire transaction, from start to finish was completed online without glitch - I've not spoken to anyone from VM or had to email anyone from VM.

I submitted a claim which has been put 'On Ice' until 05th June. The problem here is VM allow 28 days for a new customer like myself to cancel without penalties. I have gone for this deal / package after taking the cashback into account, as without it, VM was not competitive compared to Sky. By the time Topcashback even look into my claim, my cancellation rights are no longer available to me. If it is then decided that i will not receive cashback, I'm stuck for 18 months with an expensive contract which will leave me out of pocket.

For the above reason, I require this looking into sooner please, otherwise I will have no choice but to cancel the contract all together - more work for all involved!

Above is what I believe is the claim reference number.

Please look into this and respond accordingly.

Thank you in advance.

Bhav.

TopCashBack_Company_Representative

I hope everyone had a great Bank Holiday weekend. It was a nice change to have a dry warm day!

@BK9383 - From the information you have provided it does appear as though your transaction has not tracked. A transaction can only track if the merchant's cashback network can see that you clicked through us last before making the transaction. This system is all done through cookies. If the cookies can not be seen by the cashback network it means the transaction will not track.

We understand that this system can be complex and so we do in most cases accept missing cashback claims. This is a system where we have to query the transaction through the cashback network. Unfortunately, to do this we do have to follow some set rules. For some merchants they will not look at a claim until several months have passed - they class this as a validation period and is the reason why a claim goes 'on ice'. When a transaction goes 'on ice' there is physically nothing we can do to push this claim through the system quicker I'm afraid.

While I do completely understand that this situation is not ideal if you have made the purchase based on the cashback, this is one of the reasons why we do advise members on our merchant pages not to base purchases on the cashback values shown on site and to think of cashback as a bonus. I can assure you though, that the majority of transactions do go through as expected.

Furthermore, our Claims Team will do all they very much can to reach a positive resolution for you.

Best wishes,

Matt

sandco

I have had no end of problems with TopCashBack and their tracking or lack of tracking.

After having purchased some quite high value goods via the website the tracking did not track on the first one and the second one got declined.

I obviously have made cashback claims which are coming back with various excuses to avoid payment some have been left "waiting for merchant" for other 4 months.

Looks like the company is starting to die and is retaining members commissions to try and make interest to pay of its debts. I have also had a dig into the companies finances and it has a debt to capital ratio of 95%, judge for yourselves how to interept that.

rose28454

I personally have had over £800 in cashback in 2 years so very pleased. However have had a AA insurance claim not going forward since October last year. TC keeps saying waiting for payment from merchant?

TopCashBack_Company_Representative

Hi @sandco and @Rose28454,

I hope you both are having a good week.

@sandco I am very sorry to hear you have had issues with tracking transactions.

TopCashBack has no power to track or decline a transaction. This decision is wholly down by the merchant and their cashback network. It would be wrong and misleading for us to do anything different from that. We know how important our members are to us which is why we have a fair play policy in place.

When a transaction doesn't track it means the device used to purchase the transaction has not relayed the correct cookies to the cashback network. A member can help overcome this issue by clearing their cookies and cache before purchasing as well as making sure adblockers are disabled. Because we want to give our members the best chance of earning cashback we do in most cases offer the claims process. This is when we query a transaction with the cashback network in the hope of getting you the cashback expected. However, we can't always guarantee a claim will be successfully as this decision is wholly down to the merchant. If the merchant believes cashback should not be paid then we will not be awarded with this. We do not benefit from cashback which is why we are a site that offers at least 100% of the commission we receive as cashback.

@rose28454 - It is great to hear that over the course of two years you have benefited so handsomely from using us. If you can kindly send me an email to mse@topcashback.co.uk I will be more than happy to take a look into your transaction for you.

I do hope this helps everyone.

Best wishes,

Matt

morrow56

Hi

I have 4 Topcashback transactions which are taking way too long to be paid as far as I am concerned

Debenhams Insurance, 9th June, 2014!!! - for £1.90

Policyexpert, 14th January, 2015 - for £75.00

Sunshine.co.uk - October 23, 2014 - for £20.29

Hilton Hotels - 7th December, 2014 - £28.48

Both Sunshine and Hilton holidays have been taken and we have been back for weeks!!

Debenhams Insurance, one year policy, runs out next week!!!

Policyexpert, is for home insurance, it is now halfway through the policy.

I send nudges, send support tickets, lodge claims and none of it does me any good.

I have at least 3 people I could recommend to TCB but am not prepared to do that until I receive my money for these transactions.

Could you possibly please help

My name is Andrew Morrow and my username is morrow56

Thanks in advance