Topcashback Questions & Answers

montymud

I have a confirmed transaction that is taking too long to become payable.

Sky Exisiting Customers £115.50 - 10th January

My username is Metzymems. If you could help with this I would really appreciate it, thank you!

TopCashBack_Company_Representative

Hi Everyone,

How did everyone enjoy the 1st day of summer? It was certainly a bit wet and windy over here!

@morrow56 - I am really sorry that a couple of your transactions are tracking at a slower than expected speed. I can assure you the cashback network do keep tabs of issues like this and will investigate the cause of cashback not being paid until the situation is resolved.

It may be worth mentioning that Holiday related transactions do not tend to progress until several weeks after your stay has been completed and so this may explain why a couple of those merchants haven't progressed your cashback.

Similarly, insurance related merchants do tend to have a validation period. This is a period of time that has to pass before the merchant progresses the transaction.

I do hope this helps explain why some of your transactions haven't progressed. I can assure you as soon as we have been paid for your transactions we will progress your transactions further.

@montymud - It could be that your Sky got installed a week or so after you made your purchase which therefore has an impact on your payout speed. If you could kindly send an email to mse@topcashback.co.uk with your installation date for Sky I will be more than happy to take a closer look into this for you.

I do hope this helps everyone.

Best wishes,

Matt

Lynsey

Hi, I have an outstanding Tesco transaction which is over 21 months old now!! So, I put in a support ticket to chase up and was told by Steven to basically be patient. lol
Is he serious?? Where do they get the staff from?? 21 months and told be be patient! lol again.
Ticket replied to and I'll update asap.

btw - can anyone beat 21 months??
...................and am I being impatient?? I advised Steven to read the "fair play policy".

Lynsey

Smeagal

TCB company rep, can you help me with this, my username at tcb is paulj75, I tried through the support ticket on the site but the reply I got was wrong.

This is the ticket I created, the reply I received told me that the Samsung american fridge freezer was 2.5% on the 7th and I got the correct amount even though I received 2.1% :rotfl:

I took a screenshot from the 7th when I bought it showing 10.5%.

Hi, today I bought a Samsung American Fridge Freezer from ao.com for £1099, the reason I bought through TCB was the 10.5% cashback which was exclusive and ends today (07/06/15).

American Fridge Freezers Samsung
Exclusive Offer!Ends Today! 10.5%

Within a couple of hours this has tracked for the amount of £23.07, which is exactly 2.1%, which is the rate you advertise for:

Fridges, Freezers and Fridge Freezers
2.1%

So do I need to fill in a cashback claim or is this expected that it initially tracks at a low rate, Quidco mention in their notes that it may initially track at a lower rate and then update at a later date but I have not seen that here at TCB under the merchant notes.

Thanks
Paul

Cindy_T

Is Bespoke tracking OK?

gingerfox

Hello
Is anyone else having trouble with Booking.com? I can get as far as the page warning me not to click away from the site as it won't track, then- nothing, the page doesn't move on. Also. Venere are advertising high cash back at the top of the tcb page, but when you click through there's an apology that there is no cash back for this merchant.

TopCashBack_Company_Representative

Hi Everyone,

I hope you're all enjoying the lovely spell of warm summer sunshine we have been having recently.

@Lynsey - I do totally understand it can be a really frustrating thing to read if you are being asked to be patient with a transaction when you have already demonstrated that for several months.

The issue with this I expect is that the transaction has not been paid for by the merchant. This means that we physically can not make the transaction payable until a time when we have received the funds from the merchant. However, if you could kindly email me your email address along with the transaction date for your transaction I will be more than happy to take a 2nd look at this transaction for you. Please email these details to mse@topcashback.co.uk

@Smeagal - I am really sorry about your experience with us in regards to this issue. Using your username I have managed to track down your outstanding support ticket and so I have managed to reply to this myself. I hope my reply helps to explain what has happened with this.

@Cindy T - I have just taken a close look at the tracking statistics for this merchant for you. I can see that we do have many transactions tracking with this merchant and so this would lead me to believe there is not an issue with this merchant's. You can help a transaction to track by clearing our your cookies and cache before logging in to make a transaction, as-well as making sure any adblockers you have installed are disabled.

@gingerfox - I have just tested these links for booking.com myself and they do appear to be taking me to the merchant's site as expected. Please make sure you press the continue button once the warning page pops up. If you do continue to have issues please do let me know. I will certainly get the Venere issue looked into for you and so you should see this be resolved in the coming days. I would suspect that the search results page has not yet been updated to show no cashback available. In situations like this please go off the rates displayed on the actual merchant page as this will be the most up to date place for rates as it is the place you have to click through from to actually make the purchase. However, discrepancies like this are extremely rare and we will work to resolve it as soon as possible.

I do hope this helps everyone!

Best wishes,

Matt

digital

I have had £10 referral cashback showing as pending in my account for some weeks now. How long should it take to become payable? It is, after all, coming straight from TopCashBack so there is no network to slow it down.

A.Penny.Saved

They have changed something which I noticed this morning. Everything looked okay but I kept getting an error when I clicked the cashback links to take me to the site. I got an error message which seemed very odd. It turned out that the site was no longer paying cashback but there was nothing to indicate that except for an error message. It is not working very well ATM IMO.

Lynsey

TopCashBack_Company_Representative wrote: »

The issue with this I expect is that the transaction has not been paid for by the merchant. This means that we physically can not make the transaction payable until a time when we have received the funds from the merchant. However, if you could kindly email me your email address along with the transaction date for your transaction I will be more than happy to take a 2nd look at this transaction for you. Please email these details to mse@topcashback.co.uk

Hi Matt, thanks for the offer, but Sarah has kindly resolved the matter. Still, I was advised that payment hadn't been received, even after 21 months!! I've asked Sarah to confirm what is an acceptable wait time and will report back once the ticket has been replied to. Still not what I would call "Customer Service" though. An apology and confirmation that it's "totally out of order" would have been more apt. But, there's "Customer Service" and there's "Customer Service".
When would the "fair play policy" kick in? Obviously not at 21 months or before, so perhaps 2 years?? If so, I apologise for lack of patience and I'll wait 2 years or more next time!!
To be honest though, someone at Topcashback has allowed this delay. They must have known and know of lengthy delays, but have allowed it to go on and on. If merchants are given this length of time to pay (and more), they may well just take it!!

Lynsey