Topcashback Questions & Answers

Top-ranking_Bug

B_M wrote: »

Top-ranking Bug - contract based and comes under the Ombudsman. EE are sometimes very good resolving disputes, but at Executive levels. If you need to contact them, do so at CEO level and save time. Good luck.

Thanks B_M. I assume you mean EE's CEO and not TCB?

TopCashBack_Company_Representative

Hi everyone,

It’s that time of the week again! I hope these storms get out of the way so we can have a bright weekend.

@Top-ranking Bug – Can I kindly ask if you have looked at your actual claim thread? This may have some information on it about how we are getting on with your claim. If you do have any questions about your claim please do let me know.

@Digital_2012 – If you can DM me your TopCashback username that would be fantastic. I should be then be able to locate your Support Tickets and see what is happening

@B_M – Many thanks for getting back to me. With the review you have posted this wouldn’t have been approved as it was a review both about your cashback experience and your experience with the merchant. We do only approve reviews that talk about the actual cashback experience rather than any issues they had with the merchant.

I do hope this helps everyone.

Best wishes,
Matt

B_M

Top-ranking_Bug wrote: »

Thanks B_M. I assume you mean EE's CEO and not TCB?

Yes, the EE CEO. Tcb may just tell you, 'sorry, merchants final decision' and will NOT tell you about a complaints route and possibly an Ombudsman. Where an Ombudsman is a possibility, the merchants final decision will never be final. There is always the option of a small claims action as well, if that how strong you feel. Rare, but it has happened.
CEO addresses can be found by googling CEO email addresses (mse won't allow the link).
A very useful site.

Top-ranking_Bug

@Top-ranking Bug – Can I kindly ask if you have looked at your actual claim thread? This may have some information on it about how we are getting on with your claim. If you do have any questions about your claim please do let me know.

Yes I have. All it says is that they are awaiting Merchant's response. The same information that has been on there every time I "nudge".

TopCashBack_Company_Representative

Hi Everyone,

I hope you all had a fantastic weekend!

@B_M – We do only tell members to contact ourselves and never the merchant as although merchants may indeed have their own complaints procedures these have no relation to the cashback process. As we have explained in the past, we will only get paid for eligible transactions that the merchant’s network can see we were the last referrer for. Anything that does not meet those two criteria points is not eligible for cashback and so unfortunately there is nothing for us to further query I am afraid.

@Top-ranking Bug – It sounds to me like we are expecting a response from the merchant/ their cashback network. If you have allowed 12-16 weeks to receive a response can you kindly send me an email to mse@topcashback.co.uk along with your transaction date? I can then see where your claim is at for you.

Best wishes,
Matt

digital

Seven weeks ago I was asked to wait a little longer for a January 2015 SimplySwitch cashback. After those additional seven weeks it is still not payable.

Unacceptable!

As is a declined Zipvit cashback that has supposedly been attributed to 'another network'. This is impossible as I reserve one browser for all TopCashBack purchases and nothing else, and clean the cache immediately it loads to be 100% confident it can only be attributed to TopCashBack.

Digital_2012

TopCashBack_Company_Representative wrote: »

Hi everyone,

It’s that time of the week again! I hope these storms get out of the way so we can have a bright weekend.

@Top-ranking Bug – Can I kindly ask if you have looked at your actual claim thread? This may have some information on it about how we are getting on with your claim. If you do have any questions about your claim please do let me know.

@Digital_2012 – If you can DM me your TopCashback username that would be fantastic. I should be then be able to locate your Support Tickets and see what is happening

@B_M – Many thanks for getting back to me. With the review you have posted this wouldn’t have been approved as it was a review both about your cashback experience and your experience with the merchant. We do only approve reviews that talk about the actual cashback experience rather than any issues they had with the merchant.

I do hope this helps everyone.

Best wishes,
Matt

Hi Matt can you explain what is DM? i tried to pm you but i cant do through MSE it only gives option for Msn or Yahoo

kimcoates

Hi,

I would like to know from a rep why there seems to be a lot more requests to enter BACS payment details when trying to sign up for some merchants. If I wanted to be paid by BACS, I would provide my details to you.

Quidco do not want this bank info with the same companies so why do you? You also restrict the methods of payment for eg. Magazine Subscriptions, Yoogaia, Asda Mobile, Supersavvyme (although SSM they are not on Quidco) etc.

Before you answer, I can tell you what the answer will be. "This is at the merchants request". But it isn't.

So my queries are:
1. Why do have these restrictions when other cashback site don't.
2. I have contacted a couple of the merchants direct - they have set up no requests of this type. So why do you - unless it is to drive traffic away from your site and to a competitor (which it has done)?

digital

digital wrote: »

Seven weeks ago I was asked to wait a little longer for a January 2015 SimplySwitch cashback. After those additional seven weeks it is still not payable.

Unacceptable!

As is a declined Zipvit cashback that has supposedly been attributed to 'another network'. This is impossible as I reserve one browser for all TopCashBack purchases and nothing else, and clean the cache immediately it loads to be 100% confident it can only be attributed to TopCashBack.

Yesterday's excuse for not paying the Zipvit cashback was 'another network', today it has changed to 'use of a voucher'. So why should I accept either? If the reason can change overnight, then it can also be that there is no reason and the cashback should be paid.

TopCashBack_Company_Representative

Hey everyone,

@digital – Cookies can still be on your device if you use more than one browser and so this can prevent us being recognised as the last referrer as can a couple of other things such as voucher codes. Using a voucher code can technically be a last referrer and so this will explain why you have been given both of these reasons for the transaction being declined. As I’m sure you can appreciate the cashback network is fully independent from the merchant and so wouldn't give this decision unless it had sufficient evidence to back the decision up. If you would kindly send me an email to mse@topcashback.co.uk I will look at your unpaid cashback for you.

@Digital_2012 - If you’re happy to do so could you kindly post me on this thread your TopCashback username? If you do not want to do this could you send in a Support Ticket but include the Title ‘FAO Matt MSE?’ I will then be able to access your account and see what is happening.

@kimcoates – This request does normally come from the merchant and it is certainly not us asking for the information because we want it for the sake of having it. Therefore it should be the same for all cashback sites. Different sites do not always co-operate with the cashback network and the merchant in the same way and so this may explain why it doesn't happen on other sites. This request does normally come from the merchant, but in a lot of cases comes from the cashback network who track the transactions - although they cannot see your details they can be sure that for you or any member to earn cashback they will need to have the details entered.

I would like to re-emphases that we will never ask for information unless we need it for you to earn cashback and that all of your information is kept secure and in confidence as set out in our privacy policy.

Best wishes,
Matt