Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi Everyone,

I hope you've all had a great start to the week!

@sarah1972 - At this time I am afraid we have no plans to bring the notifer to the ipad. The issue with this is quite honestly that the technology does not exist at this present time. However, I am sure this will change in the future with the rise of mobile and tablet devices so do keep your eyes peeled.

@digital - We provide this bar to give our members an idea of when their bonuses will be paid. While this doesn’t come without any disadvantages, we and many members agree it is good seeing this rather than no progress indicator at all. Your bonus will appear as pending as soon as your friend has reached the required threshold and this will appear confirmed once their cashback is confirmed. It will then move to the final payable stage once your friend’s eligible cashback is payable.

@Mr K - I can assure you if a deal isn't offered through us it means we cannot offer the deal. This can be for many reasons for example certain sites getting exclusive discount codes and/or cashback rates. What I can guarantee you is that when you see an offer like this we will not be 'pocketing' the extra and that if you find a better cashback rate elsewhere we will match this under our Highest Cashback Guarantee which is fully funded by ourselves.

@ bristolleedsfan – Many thanks for pointing this out. We do value our Highest Cashback guarantee and so will definitely pass on your comments and concerns about this. We do believe our Plus Membership level offers a lot of additional benefits in addition to the additional top ups that we cover ourselves such as our large Tell a Friend bonuses.

Best wishes,

Matt

Careful_ly

Can I ask if there is a known issue with the recent tracking on Hotels.com?
I booked on 13th with no problem and 3 bookings on 14th again with tracking okay.


I made 3 further bookings on 15th, none tracked.
1 further booking today (16th) this failed to track too.


I have made a booking today with booking,com and that was okay.


Used the same computer and cookie clearing on all transactions.

TopCashBack_Company_Representative

Hi Careful_ly,

I have just checked the statistics for this merchant and I can see there are a large number of transactions tracking and so there is no reason for me to believe at this point that there is a tracking issue with this merchant.

We do kindly ask that you allow 7 days for a transaction to track and so it maybe that these transaction do still track. If not the issue could have potentially been caused by a recent update to your device, web browser or even anti virus which hopefully will amend itself.

Best wishes,

Matt

legendkiller2k8

No surprise my Sky cashback that was originally declined the claim was also declined, i've had a chat with both ofcom and trading standards both have said the same. Even though i'm in contract a incentive was made to gain my custom as the incentive was not honoured i am in my rights to cancel immediately with no penalty as the contract is now null and void.
Also they are going to be monitoring topcashback as i'm not the first to complain about Sky cashback.

TopCashBack_Company_Representative

Hi legendkiller2k8,

I am sorry that Sky declined your claim. I am not too sure why you were told this was an incentive because as I am sure you are aware cashback is based on commission we receive. Without cashback sites like ourselves this commission would be paid without you or I knowing about it to the person that refereed the sale. This could be a website that displayed an advert or a web browser that displayed a search result. This is why we do explain that cashback is a bonus or a thank you for making a purchase rather than an incentive because all we do is pass the commission we receive onto you.

I wont deny that not every single transaction goes through the process as we would hope. I know you are aware of cookies, but I would like to re-emphasise that the cashback system revolves around cookies - additionally there are a couple of other things that may prevent us being paid the commission.

For example, there are certain terms that the merchant defines an eligible transaction by. If a merchant has any reason to believe a transaction is not eligible because it didn't meet these definitions it will decline the sale as invalid and therefore no referrer of the transaction will get paid the commission.

Going back to cookies, the cashback network will look at the cookies it is given and if it thinks that the last referrer of the transaction was not TopCashback it will make sure payment is paid to the people it does believe were the last referrer. Although we can query this through the claims process, not every claim decision can be successfully overturned. This is the main reason we do emphasis the importance of clearing your cookies and cache before logging in as well as the importance of disabling adblockers.

I am sorry that your transaction has got declined and I do hope your future transactions progress as both you and I would hope.

Best wishes,

Matt

legendkiller2k8

TopCashBack_Company_Representative wrote: »

Hi legendkiller2k8,

I am sorry that Sky declined your claim. I am not too sure why you were told this was an incentive because as I am sure you are aware cashback is based on commission we receive. Without cashback sites like ourselves this commission would be paid without you or I knowing about it to the person that refereed the sale. This could be a website that displayed an advert or a web browser that displayed a search result. This is why we do explain that cashback is a bonus or a thank you for making a purchase rather than an incentive because all we do is pass the commission we receive onto you.

I wont deny that not every single transaction goes through the process as we would hope. I know you are aware of cookies, but I would like to re-emphasise that the cashback system revolves around cookies - additionally there are a couple of other things that may prevent us being paid the commission.

For example, there are certain terms that the merchant defines an eligible transaction by. If a merchant has any reason to believe a transaction is not eligible because it didn't meet these definitions it will decline the sale as invalid and therefore no referrer of the transaction will get paid the commission.

Going back to cookies, the cashback network will look at the cookies it is given and if it thinks that the last referrer of the transaction was not TopCashback it will make sure payment is paid to the people it does believe were the last referrer. Although we can query this through the claims process, not every claim decision can be successfully overturned. This is the main reason we do emphasis the importance of clearing your cookies and cache before logging in as well as the importance of disabling adblockers.

I am sorry that your transaction has got declined and I do hope your future transactions progress as both you and I would hope.

Best wishes,

Matt

Thanks for the response matt it is nice to get a actual response rather than something from a script which i keep getting in my claim hence why i am now at loggerheads with TCB and have gone to the courts to get papers to issue a ccj against TCB for unpaid monies. If i'd had a response like you just posted then i would of left it at that but the support staff were just constantly copying and pasting the same thing from a script which i found both patronising and disrespectful it also gave me the opinion that TCB couldn't care and they think they are above the law.
SKY say they have paid and TCB say they haven't maybe the network needs looking at as it could be them stealing cashback from your members.

keith1950

As cash back is money paid to third party marketing companies and transactions are dealt with by affiliate networks there is no direct connection between TCB and the retailer so whatever might have happened in your case there is no way that Sky can actually know who the money has been paid to, only that they have paid somebody and as has been explained the transaction can end up being credited to the wrong source.

Although I can understand your frustration you are wasting your money chasing cashback through the courts because it is explained upfront that cash back is never guaranteed and should be looked at as a bonus.

I have had no refusals to pay cash back and have now received over £5000 via topcashback and quidco although it has on occasion taken around a year to receive it

B_M

keith1950 wrote: »

Although I can understand your frustration you are wasting your money chasing cashback through the courts

Especially if there is an Ombudsman service attached to the merchant.
After the cashback site (any) confirms they haven't received your payment and are NOT holding onto your funds, then initially raise a complaint direct to the merchant. They have a duty to investigate your complaint and to either accept or refuse. A refusal will come in the form of a 'deadlock' letter and that's the time to contact the Ombudsman (the letter will advise you of this route). Usually a fee for the merchant at this stage, hence why they may want to resolve before it gets to the Ombudsman.
I've had to go to the Ombudsman several times now, but for financial issues. I've won every time and have had all cashback payments promoted via affiliate marketing paid. Remember, it's the merchants who use affiliate marketing to promote their products / services and affiliate networks and affiliates (cashback sites) promote the wares.
Screenshots of the initial offers help, as they can then be passed onto the Ombudsman (if needed).
I've been told from the Financial Ombudsman (several times), that they are not interested in cookies! They are only interested that offers / inducements are paid for valid purchases and that's it's up to the merchant to ensure this happens. Assuming other Ombudsman services think the same way? They could use discount / promotion codes instead of, or and. Plus they could provide a box to imput a code from the originator (cashback site for example).
Others may take a stance that cashback is not guaranteed, but I (and others) think differently. If I get offered something for buying a service, then I want it. Cashback can't be guaranteed for returned goods for example, that's obvious (though sometimes you even get paid for that).
I've also had well over £5k now (way, way over), from various cashback sites and with very few declines. But, others are not so lucky, or haven't put in the effort, possibly thinking all is lost. It's only lost when the Ombudsman (or court) gives their decision. Decisions from cashback sites, affiliate networks, or indeed merchants, are NOT final. They may well be wrong, or possibly worse.
The cash is due to you, ensure you get it. :money:

bristolleedsfan

keith1950 wrote: »

Although I can understand your frustration you are wasting your money chasing cashback through the courts because it is explained upfront that cash back is never guaranteed and should be looked at as a bonus.

Hopefully nobody will be put off by either your post or TCB words "Without cashback sites like ourselves this commission would be paid without you or I knowing about it to the person that refereed the sale. This could be a website that displayed an advert or a web browser that displayed a search result. This is why we do explain that cashback is a bonus or a thank you for making a purchase rather than an incentive because all we do is pass the commission we receive onto you"


TCB actively promote third party company merchant offers both onsite and by email mailouts with the apparent aim of influencing its member/consumer behaviour, TCB have made millions of pounds as apparent promoter of third party Company/Merchant Cashback offers which is fine as long as its users receive advertised/promoted Cashback

http://www.consumeractiongroup.co.uk/forum/showthread.php?354870-Topcashback-at-it-again&p=4334189&viewfull=1#post4334189

TCB links state "Get Cashback"

Definition of "Get" appears to be very very clear

[FONT=&quot]https://www.google.co.uk/search?q=get+definition&ie=utf-8&oe=utf-8&gws_rd=cr&ei=7taDVcAxwbLtBueqguAF[/FONT]

come to have (something); receive

synonyms: acquire, obtain, come by, come to have, come into possession of, receive, gain, earn, win, come into, come in for, take possession of, take receipt of, be given;


Small Claims Court is an alternative route to that suggested by B.M.


[FONT=&quot]http://www.consumeractiongroup.co.uk/forum/showthread.php?428967-Problems-with-Topcashback-declined-cashback-for-5-times&p=4576424&viewfull=1#post4576424[/FONT]

"it appears they only relent and fold if you issue a court claim"


[FONT=&quot]http://www.consumeractiongroup.co.uk/forum/showthread.php?294648-Topcashback-problem-they-are-refusing-Npower-cashback&p=3300945&viewfull=1#post3300945[/FONT]

"Yes if your decision to purchase goods or services is influenced by any offers or rewards like this,then if they fail to keep to the deal then I would say it is unfair and deceptive practices and can be challenged under consumer law.
They will continue to get away with this so long as there are people who continue to allow them to."


[FONT=&quot]http://www.consumeractiongroup.co.uk/forum/showthread.php?354870-Topcashback-at-it-again&p=4240295&viewfull=1#post4240295[/FONT]

I was helping someone with this. After waiting ages a small claim was issued and topcash settled on a without prejudice basis


http://www.consumeractiongroup.co.uk/forum/showthread.php?354870-Topcashback-at-it-again&p=4245644&viewfull=1#post4245644

"Issue a small claim. Sorts the wrangling out and you get paid"


Let us not forget what :money:has said on numerous occasions, Company can put whatever it likes in its terms and conditions, doesnt make it fair and doesnt mean it cant be challenged. :beer:

TopCashBack_Company_Representative

Hi Everyone,

It's come to that time of the week again - It's Friday!

@ legendkiller2k8 – Many thanks for getting back to me and for your kind words, they are very much appreciated. I do try my best to explain things as honestly and as truthfully as I can. I will personally mention the issue you have had with ‘standard responses’ with the claims team as I do understand hearing similar responses all the time can be frustrating. The issue with the merchant saying they have paid the cashback is that the network passes this on to the last referrer. What has most likely happened here is that the customer care team member who you spoke to wasn’t quite sure how cashback works and so just presumed that this was us.

@ keith1950 - Thank you for your contribution, it is greatly appreciated. Your comments about the cashback process are pretty much spot on. If you do have any issues in the future please do let us know.

@ B_M – Many thanks for your information. When you agree to create an account on a cashback site you do agree to the process of cashback and also the general terms and conditions of the site. Here it does fully explain about when cashback is paid and when it can’t be paid. We have worked very hard to make sure these terms and conditions are clear, accurate and precise.
As explained earlier to LegendKiller2k8 without cashback sites like ourselves this process would still go ahead but without you knowing about it. This is the main reason why the cashback process cannot use voucher codes to link back to the last referrer. This would not be fair on website’s that do refer you due to cleverly paced adverts for example or search engines the system quite honestly would never work for those kinds of businesses.

@bristolleedsfan - As a company we want to be honest with our members which is why I have further explained in this public forum how cashback works. This is also fully explained throughout our own website. It would be incredibly wrong for us to suggest anything otherwise.
We do indeed display a button that says ‘get cashback’, however as with anything else this is of course bound by the terms and conditions of the site and is more of an alert to tell a member that there is cashback available. If you do have any suggestions on what we could re-name this button to please do let me know and I will certainly be sure to pass this on.

I do hope this helps everyone and that you all have a great weekend.

Best wishes,

Matt