Topcashback Questions & Answers

TopCashBack_Company_Representative

Evening All,

I hope you have all had a good day.

@2010 – I am sorry to hear you haven’t had such a positive experience with TopCashback. We do chase merchants when cashback is delayed however this process can be long and drawn out. Once we have received your cashback we will progress this to payable on your account.
We would be happy to look into this further for you. If you can email your order details and stay dates to mse@topcashback.co.uk please?

While we can never guarantee any members cashback, we do our very best to get this for members when a merchant delays a payout.

@Scaelam – I am sorry this claim hasn’t been resolved for you. A claim is submitted to a merchant in batches this is then looked into by the merchant and they will then get back to us with an answer. However this process can sometimes take longer than we expected to be resolved. I can assure you our Claims team will continue to pursue a claim until they have a resolution.
If you would like us to look into this further for you. Can you please email the claim details to mes@topcashback.co.uk please?

@B_M – I am sorry this isn’t working for you. I can assure you these are exclusive offers rather than 24 hour deals. We will do our best to get this issue resolved as soon as possible for you. We will aim to get back to your email within the next 24 hours for you.

I hope you all have a good evening.

Best Wishes,
Steven

sandco

There does seem to be a continuing habit of TCB withholding cashback and then pretending its the merchants problem.

I do not believe TCB does enough to force merchants to pay up. Obviously TCB has direct contacts with all the merchants and affiliate representatives but chooses not to use them.

I have in the past had to threaten legal action to get my cashback, they continued to pass me off. When I actually sent the Letter Before Action it was amazing how quickly TCB contacted the merchants and got a pay out. Maybe they didn't want it to reach a public court setting and their dodgy practices revealed?

At least quidco has a telephone contact option where someone will phone you and fobb you off in voice! TCB emails/Contacts seem to vanish into a black hole of automated irreverent responses!

Juzza12

I don't know how you can continue to have Hungryhouse as "Faster Paying."

I'm still waiting for cashback that was submitted on the 21st of August and I am having to lodge a claim every time I biuy from there as it never tracks.

bristolleedsfan

bxboards wrote: »

However when I go to the Plusnet page this is showing as 40.

I need to renew my broadband shortly so this is a very tempting offer if it goes through at the 85.85, but not so much with 40. Which is it please?

Thanks a lot

[FONT=&quot]Cashback Offers via MSE tend to pay out m[FONT=&quot]uch[/FONT] quicker than via Cashback Sites

http://www.moneysavingexpert.com/phones/cheap-broadband
[/FONT]

jools1985

Still no payout from the CoOp bank. It was originally a 13 week timescale, then 21 weeks. It's way over that now but still showing as tracked. I wonder why these companies can't be honest with their timescales.

2010

Retailers go to TCB offering cashback to members.
TCB is the middleman, inducing members with cashback.
Customers (members) go to TCB only for cashback.

Things go wrong such as retailers not paying out what they promised or taking too long.
TCB, instead of facing up to their commitments and responsibilities, bring in (invent) a "fourth element" blaming their "merchant networks".

This seems to consist of an intricate, complex, spider-web like network, who work tirelessly under cover, although at a snail`s pace, to try to get member`s unpaid cashback.
TCB now have the great excuse saying they cannot contact retailers direct and have to rely on this secret network to pass on concerns to retailers.

Matt, have you been watching too many James Bond films?
Why are you sub-contracting out work to these merchant networks, who don`t seem to be ding very much and how much are you paying them?

Get a grip, stop making excuses and get on the phone to these companies that are welshing on their promises and then pay out our money.

digital

It's over a month now since I was yet again asked to be patient and wait for my Simply Switch cashback from January. TopCashBack seem to have little desire to make payments in a timely fashion.

Having heard all of their 'excuses' and platitudes, I have little or no confidence in them. I can only encourage anyone reading this thread to use a different cashback site.

TopCashBack_Company_Representative

Hi Everyone,

@sandco - I can only re-emphasise that TopCashback does not and will not hold back cashback. It wouldn't be great for us to deliberately upset or anger members.

I can only explain the process we have to follow and if it was possible to get paid for transactions faster we would be following these routes to get the money to our members faster.

As well as emails etc we are a very public facing organisation. We are recognised by many money saving websites for being a great cashback site. We also thrive from people telling other people about us and therefore it wouldn't be logical to upset any members deliberately and if it can be helped.

@Juzza12 - It sounds like your transaction didn't track automatically. As with any faster paying merchant it describes the time for confirmed cashback to move to payable. If a claim is needed we need to go through a seperate system to get your transaction tracking and only when this happens will the validation process start to take place. If there is anything you would like me to take a look into please do email me at mse@topcashback.co.uk

@jools1985 - The companies themselves don't create the estimates. We get all the data from a merchant and work out the estimate time they take to pay. As with all estimates it means some transactions can take longer and some quicker than this estimate. I do hope it's not too long now before your transaction progresses.

@2010 - I am afraid the commission process was one created long before TopCashback was created. While we try and speed up the process as much as we can we can't boycott the system we and other cashback sites are part of. TopCashback is the recipient of the cashback. We then pass it on to you. We can not work directly with the merchants as this is not possible. We are part of a much bigger process and it's not something that is simple to change I am afraid. We want our members to be paid and to be paid quickly. We do what we can to get this done. Sometimes a minority of transactions take longer than we would hope and we can only apologise for that but I am afraid these are unavoidable.We will continue working on all transactions that haven't progressed for some time in the hope of getting our members the cashback as soon as we can.

@digital - If you drop me an email at mse@topcashback.co.uk I will certainly take another look over this for you.

Best wishes,
Matt

sandco

Im still waiting on a Sky Broadband cashback payout. Its been confirmed but still not paid out.

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This is what TCB claims happens.

Lets use a random retailer, who I have no connection with.

Argos

Argos (1) have an advertising budget. Argos tell an advertising agency (2) to get sales for them.

The advertising agency uses an affiliate network (3) like Affiliate Window/DGM/Webgains.

TCB (4) then uses the affiliate network who provides the links and tracking for the end user (5).

So 1 pays 2 who pays 3 who pays 4 and then eventually pays 5.

However some merchants will deal direct with big companies and big traffic generators like TCB.

So this would be 1 pays 4 pays 5. So TCB is lying in the sense that they dont work directly with merchants as they do work directly with some. An example is eBay and Amazon. Also why the special enhanced cashback offers for some merchants appear. This isnt tcb paying it, its the merchant offering it in conjunction with TCB.

2010

Sandco,
Thanks for that useful input.

No matter how the system works the buck should stop squarely at TCB.
They are the ones advertising and promoting cashback and enticing people to their site for one reason and one reason only

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cashback.
No one would go anywhere near them if it wasn`t for the cashback and so they should also accept their responsibility when the retailers don`t pay.

People don`t like being duped or conned into something and then not getting it.
Matt comes on here to pay lip service and that`s as far as it goes.

People are now getting so fed up with his excuses that they are now taking matters in their own hands and contacting the companies that have failed to pay direct.
They are now trying to shame them on social media sites such as Twitter and Facebook to make them pay.

And in the case of Shearings with some success.
Two posters yesterday confronted them on their facebook page and were immediately asked for ref. numbers and email addresses.
This is what everyone should do to bring to their attention their dissatisfaction of being "taken for a ride".

The trouble with this approach is it`s lets the main culprit, TCB (the one who enticed people in the first place), off the hook.
TCB don`t really give a monkey`s because they`ve got their payment but everyone else can whistle.

People should vote with their feet, leave TCB and move to the likes of Quidco or Imutual who seem to give a lot better customer service.