Topcashback Questions & Answers

walwin

My OH uploaded a Tesco receipt for Kitty Campbell eggs but it was declined. Not sure why?

It didn't specifically say Kitty Campbell's, it just said eggs, but if that's how Tesco have them in their system there's nothing we can do about that (I'm only assuming that's the reason)

TopCashBack_Company_Representative

Hi guys,

I hope you're all having a lovely afternoon!

@jasonwatkins unfortunately tracking isn't something that we can improve or affect for our members, regardless of which account they're on. Each member's tracking works in line with their individual internet/browser/PC/security settings and the differences between each member can be so varied and small that it's hard to diagnose specific tracking issues for any one member.

I can see that you have a few transactions tracking as we would hope, so it looks like your tracking does work sometimes. As advised in my e-mail, faster paying merchants pay their cashback as soon as a transaction has been 'confirmed' however their tracking process is exactly the same as standard tracking merchants.

@walwin please can you e-mail in to mse@topcashback.co.uk from the e-mail account used for this TCB Snap&Save offer so that I can take a look? I'll be able to advise further and hopefully provide you with the reason

Have a good afternoon everyone.

Jessica

jasonwatkins

TopCashBack_Company_Representative wrote: »

@jasonwatkins unfortunately tracking isn't something that we can improve or affect for our members, regardless of which account they're on. Each member's tracking works in line with their individual internet/browser/PC/security settings and the differences between each member can be so varied and small that it's hard to diagnose specific tracking issues for any one member.

I can see that you have a few transactions tracking as we would hope, so it looks like your tracking does work sometimes. As advised in my e-mail, faster paying merchants pay their cashback as soon as a transaction has been 'confirmed' however their tracking process is exactly the same as standard tracking merchants.

Thanks for the response. It's just infinitely frustrating when some people track their purchase within 10 minutes and I have to raise a claim and wait bloody weeks for it - every single time.

I've got four outstanding tickets at the moment and I suspect this great magazines one will be number five in fairly short order, so i'll likely just see all those through to paying out and close the account.

jasonwatkins

another question for Jessica or Sally.

I'm just starting to fill out another untracked claim support ticket, and the screen saying "I spent X amount expecting Y cashback" is actually incorrect.

I spent £12 on a Magazine Subscription because the Cashback offered was £9.45, but the support screen is saying it's only £9 cashback.



I actually have proof that it should be £9.45 as well ..



Can you look in to this please?

TopCashBack_Company_Representative

Good morning jasonwatkins,

I hope this finds you well

With regards to the Missing Cashback claim that you are wanting to lodge, what you're seeing on the screen is correct. The 45p that's missing from your claim form is the 5% top-up that we at Top Cashback add out of our own pocket, so if the merchant approves your cashback claim we'll then make sure that this top-up is automatically added to the transaction that's added to your account.

I can see your above transaction was made on the 9th of this month so hopefully it will go on to track within the next couple of days and you'll be able to close your claim down.

I really am so sorry I can't offer any further advice on your tracking issues. None of your merchants are experiencing tracking issues on the whole so it's not something we can look into here.

I suppose tracking is a little like someone ringing their breakdown company and saying "my car isn't working - why?". As there are so many variables it would be impossible for the breakdown company to accurately diagnose the issue without inspecting the car - a bit like when we get asked about tracking issues. If you'd like me to e-mail you specific details about the security programs that can interfere with tracking I'll be more than happy to do so.

Have a lovely day.

Jessica

jasonwatkins

TopCashBack_Company_Representative wrote: »

Good morning jasonwatkins,

I hope this finds you well

It does indeed . Thanks for your reply - I'll get the claim lodged now, just so it's there.

I appreciate the tracking issue isn't an easy one to solve, but to be honest i'm probably past it now. I'm just happy to wait for everything to pay out and close the account. I think it just frustrated me a bit over the weekend as other people were reporting tracking within 10 minutes.

So it's all good

luckwudaveit

I've just been reading the TCB blog about the account changes and there's a few ambiguities. eg the £5 fee is taken from earnings, but "...If you don’t earn any cashback throughout the year then we won’t deduct anything at all, so it’s a win-win situation!" To me, a win-win situation would be that if a customer would have benefited in an overall increased amount of cashback over the previous 12 months by paying the £5, TCB would automatically apply the fee and pay out the extra cash. Otherwise, it's a gamble as to whether the 5% is beneficial.

Talking of the 5%, at one point it says "an exclusive cashback bonus of up to 5% added to all transactions" and another is "5% cashback bonus". So which is it, "up to" or exactly 5%?

Still on this point, all ins't as it seems, as Classic users get a 1% bonus anyway, so it really is only an additional 4%.

Also in the blog is a table comparing services between accounts. Classic does not get "Priority customer care" which Plus does. So there is a difference in response times to tickets.

TopCashBack_Company_Representative

Hi everyone,

I hope you're having a lovely afternoon and the sun is shining wherever you are (unlike it is here!).

@jasonwatkins if you are thinking of leaving our site (which is the last thing we want), maybe you could just use us for online shopping when making transactions that you are going to make anyway, regardless of the cashback. Then when (hopefully) your cashback does track it'll be a lovely extra instead of a disappointment

@luckwudaveit thanks for this post! We welcome any questions you might have about our most recent changes so after I've answered these ones please let me know if you have any more.

Our Plus account is intended for members who want to earn a little extra when shopping online. We've introduced this as a free 3 month trial for existing members so that they can gauge whether the Plus account will benefit them in any way. We feel that it's at our members' discretion as to whether they believe they'll benefit or not as they know their account activity and whether the £5.00 Plus account will help them earn lots more in the long run. For those that aren't sure and see the Plus account as, like you say, a gamble, the trial is in place to make their choice as easy and well-informed as possible.

Please can you tell me whereabouts on the site it says 'up to' 5%? The top-up bonus is set at 5% for Plus members and nothing less. I suppose you could argue that between the Classic and Plus accounts there is only a 4% difference in top-up however we don't view it like this. We see this as our Plus members getting a 5% bonus on what they'd be receiving without the top-up. The same applies to our Classic members and their 1%. The cashback rates are the same for all of our members; it's the top-up that we then add out of our own pocket that makes the 1% and 5% differences, both of which I'm sure you'll agree can only be viewed as extras.

Our Plus members' queries are treated as a priority but only by their own dedicated care team. Every member's enquiry is equally important and will receive the same level of service, it's just that our Plus members have a dedicated team handling theirs. This means that for our Plus members there is a team who will be treating their support as a priority but this will in no way affect how our Classic members enquiries are handled.

Let me know if any one has any more questions!

Jessica

dings74

i have just swapped over to the plus version, do we get a 5% bonus on transactions that have not yet become payable and went through before switching?

shimmeringsky

Has anyone had BGO BINGO or LET's Subscribe payout from transactions in March ? It has tracked but seems to be taking forever.

Thanks