Topcashback Questions & Answers

B_M

TopCashBack_Company_Representative wrote: »

@B_M - With exclusive rates the merchant pays us the higher rates, we don't do this ourselves. Lodging a normal claim is the best way to query this.

Thanks Matt, so it's a merchant exclusive rate to TCB and not a TCB exclusive rate to their members?
The Quidco non exclusive rate is 9% against the 5.25% (including top up) which has been applied to my account.
Amazingly, my highest cashback claim has been denied, not put on hold, but denied.

Declined Reason: Please submit a support ticket if the amount you have received is incorrect. TopCashback had a higher rate than Quidco for this time period therefore a support ticket (claim) is required so we can amend if neccessary.

Yes, TCB had a higher rate, but haven't applied the promoted higher rate.
At least put the highest cashback claim on hold in case TCB can't get their negotiated exclusive rate or in case the TCB rate is an error.
I'd be happy with just the matching of the Quidco normal rate (plus top up) if TCB can't add the promoted rate immediately.
Please amend as it is necessary.

TopCashBack_Company_Representative

Hi Everyone,

Welcome to the last full week before Christmas! :santa2:

@tranmereforever - I am sorry to hear your Sky transaction is taking longer than we had estimated. We will get this cashback to you as soon as we are paid and in the meantime thank you for bearing with us.

@B_M - As we are a 100% cashback site they are the same thing. We have got an exclusive rate but we pass all of this on to our members and therefore you get the exclusive rate. As your cashback is tracking at a lower than expected amount you need only a missing cashback claim as we need to get to the bottom of why you (and therefore we) have not been awarded the available rate. The issue is your transaction has not been awarded the full available cashback rate and not that we had a lower rate than an alternative site.

Best wishes,
Matt

digital

Despite many enquiries and complaints, I am still waiting for cashback from a Simply Switch transaction back in January. Simply unacceptable.

And now my wife, on her account, has been waiting for six weeks to receive a £10 Topcashback bonus for making a purchase within a defined period. She has been told there is a 'technical problem'! With a transaction internal to Topcashback? Again, unacceptable.

Are we looking at the signs of a company about to fail?

TopCashBack_Company_Representative

Good Afternoon @Digital,

I really am sorry your Simply Switch transaction has not progressed. As much as we do keep on trying to get the outstanding transactions to progress there is not a way for us to force this to happen I am afraid. Your transaction will remain at it's current status until we are paid.

As for the incentive bonus I am sorry your wife's bonus hasn't been added. We have encountered an issue with these and are working to resolve this. Unlike your Simply Switch transaction this is something we can work to fix ourselves and we are. These are being treated with the utmost urgency to get the bonuses into members accounts when their transactions move to confirmed. As with any tech issues some can be easy to solve and some are a bit more complex. This is one of the more complex issues but we have the money ready to be paid as soon as it is sorted.

Best wishes,
Matt

steve1500

Has something happened with Snap & Save. Not long ago any receipt upload was progressed to payable within a couple of days.


Now it is weeks.


Surely it cannot be rocket science to verify the receipt.


I'm not in the habit of keeping receipts for bottles of coke for a few weeks. Fun games will then be, when you get a message saying we can't read the receipt...

legendkiller2k8

digital wrote: »

Despite many enquiries and complaints, I am still waiting for cashback from a Simply Switch transaction back in January. Simply unacceptable.

And now my wife, on her account, has been waiting for six weeks to receive a £10 Topcashback bonus for making a purchase within a defined period. She has been told there is a 'technical problem'! With a transaction internal to Topcashback? Again, unacceptable.

Are we looking at the signs of a company about to fail?

Good luck getting that one simply switch are known for not paying cashback, yet tcb still allow them on their site, both are as bad as each other look into getting the courts involved, trust me simply switch will lose despite TCBs claim cashback is not guaranteed.

B_M

TopCashBack_Company_Representative wrote: »

@B_M - As we are a 100% cashback site they are the same thing. We have got an exclusive rate but we pass all of this on to our members and therefore you get the exclusive rate. As your cashback is tracking at a lower than expected amount you need only a missing cashback claim as we need to get to the bottom of why you (and therefore we) have not been awarded the available rate. The issue is your transaction has not been awarded the full available cashback rate and not that we had a lower rate than an alternative site.

Hopefully you will pass on 100% of the promoted 'exclusive' rate and not just half of it! If not, then I seriously hope you honour the 'highest cashback guarantee' (HCG) and accept that Quidco's flat 9% rate was better than half of TCBs added rate. Bizarre situation if I lose out because TCBs 'exclusive' rate was showing as being higher, yet actually paid out less! I personally would like the HCG put on hold until TCB can resolve their merchant issues.

@steve1500, join the club with the recent Snap & Save issues. I think TCB have screwed up this time and there is a possibility that they will ask for receipts to be re-submitted. Best to scan in the receipts, rather than having to hold onto them for weeks! Watch and wait time.

ClickSnap and COS only took a maximum of two days to confirm receipts.

bxboards

Hi

Could you look into this please?

04 Jun 2015 The Co-operative Bank £0.00 £0.50 £50.50

Co-op do not seem to be listed with you any more, so I can't see the payment stats of if or when they last paid.

Can you confirm if CoOp are not paying you for the switching incentives they were offering in June 2015?

I will call up CoOp later, but want to get my ducks lined up first - 6 months is way past what the FoS will tolerate for financial inducements for financial services.

i realise you will only pay when they pay you, so I assume CoOp have stopped paying hence the delay?

My MSE name is the same as my TCB name.

Crabman

Hi Matt

Several snap & save transactions have been declined (now who saw that coming?) and others remain pending a long time after the receipts were submitted.

When you decline a transaction, is it typical for you to simply tell the member the cashback wasn't successful on this occasion?

Do you accept it would be rather more transparent for TopCashback to actually state why it feels the terms and conditions of the offer have not been met?

Please would you confirm that you will speak with your Management and work with them to implement an immediate change in your protocols to ensure that in future, when a snap & save transaction is declined, the full reasons for doing so are stated?

This is something that Quidco and CheckoutSmart manage to do as a matter of routine, so I trust this won't be an issue for TopCashback.

johnk

Hi, Matt,


I'm having difficulty to log in my account. I have sent you an email - could you take a urgent look please, as I'm planning to make a purchase through TCB.


Thank you.