Topcashback Questions & Answers

johnk

Is it just me or Snap&Save is not working at the moment? I am trying to upload a receipt but keep getting "Whoopsie Daisy!"s:-( Error code is
30549662. This is from desktop, not App.

TopCashBack_Company_Representative

Hey everyone,

I hope you are all enjoying the week so far!

@john – I am really sorry about this. We are currently having an issue with our Desktop Site upload tool and we are working to resolve this. In the meantime could you use our app? The upload tool there is still working.

@B_M- I will certainly help you as much as I can with all the issues and queries you raise.

In regards to TalkTalk Mobile, I have looked into this further and can see that there is a note on TalkTalk Mobile’s page that does say that these transactions may track lower but should correct when the transaction is validated. I can see in your later post that you have now cancelled the order and therefore if you have a claim in for this can you kindly close this? This will enable our Team to focus on other claims for this merchant.

In regards to commission being split, this is something that can happen. I can only speak from personal experience and I have seen cases where this has happened. It may be rare but it does happen. It’s only right that I inform you of this possibility.

I have listened to the concern you raise about our offers not being as clear as other sites. This morning I have spent some time comparing examples of specifically financial and insurance products as these are the ones you mention and I do believe that our site is as clear as other cashback sites. However, if you could find examples of where you think we could be clearer please feel free to let me know either here or on a personal email as I would be happy to look into this. However, please do be aware we do not market policies and neither to be advise members on what financial decisions to make, we are just there so a member can earn cashback on a purchase they have already thought about and wish to purchase.

Finally, in regards to Hoppa I do believe this is a holiday merchant and therefore it would not surprise me if this wasn't confirmed until a couple of weeks after your holiday / stay was completed. Once a transaction has been confirmed we then just need to wait to be paid by the merchant. Once this happens we would happily progress the transaction in your account. However, if the merchant has decided to award you the money internally as goodwill it wouldn't come as a surprise if they declined your cashback now that they have resolved this matter outside of the cashback process.

@bristolleedsfan – Thank you very much to your contribution to the thread. Recently an offer was lowered quicker than expected with the CO-op and to avoid potential member confusion we wanted to explain to members who clicked, that they would be eligible for the rate they saw when they clicked through. You are certainly right in saying when we notice there is an error on site we will always work to sort this out as soon as possible and help the members affected.

I do hope this helps.
Best wishes,
Matt

Jimbo01

Good evening,i hope im posting in the right place :-).I just wanted to ask a question about a virginmedia deal. Does it have to be the exact deal your clicking on to qualify for cashback? I was wanting to have the big easy bundle as quoted in deal but when you go through, virgin give the oppertunity to tweek certain aspects. I just wanted to up the tv package to the next level. would this void the cashback?

Thank
James

matt_outandabout

Hello

This is my first time using Topcashback. I am waiting on a CoOp car insurance cashback of £70.

So far I have had three dates for payment showing (November, December and then january), and it was changed to 'zero' amount until I enquired why in November. We are now six months in and I was told to wait another 6weeks 'in case' it comes in.

is this normal for Topcashback?

Not had any issues with quidco for hundreds over the last few years, so I'm not sure I will use topcashback again...

B_M

TopCashBack_Company_Representative wrote: »

@B_M- I will certainly help you as much as I can with all the issues and queries you raise.

That's up to TCB Matt! As above, I've laid out what I expect and the route I'll take if let down..........again.

In regards to TalkTalk Mobile, I have looked into this further and can see that there is a note on TalkTalk Mobile’s page that does say that these transactions may track lower but should correct when the transaction is validated. I can see in your later post that you have now cancelled the order and therefore if you have a claim in for this can you kindly close this? This will enable our Team to focus on other claims for this merchant.

Too little, too late with that one. Better service elsewhere.

In regards to commission being split, this is something that can happen. I can only speak from personal experience and I have seen cases where this has happened. It may be rare but it does happen. It’s only right that I inform you of this possibility.

Silliest I've ever heard in the cashback world tbh.

I have listened to the concern you raise about our offers not being as clear as other sites. This morning I have spent some time comparing examples of specifically financial and insurance products as these are the ones you mention and I do believe that our site is as clear as other cashback sites. However, if you could find examples of where you think we could be clearer please feel free to let me know either here or on a personal email as I would be happy to look into this. However, please do be aware we do not market policies and neither to be advise members on what financial decisions to make, we are just there so a member can earn cashback on a purchase they have already thought about and wish to purchase.

The marketing material needs to be accurate in regards to financial products. I believe TCB may just make it up. I believe TCB may still be advising of an 8 week estimate for BG.
One quote to back up I knew it was wrong:-

Cashback was excruciatingly slow - after making the purchase in july, cashback became payable in november or december (not the 8 weeks stated).

Finally, in regards to Hoppa I do believe this is a holiday merchant and therefore it would not surprise me if this wasn't confirmed until a couple of weeks after your holiday / stay was completed. Once a transaction has been confirmed we then just need to wait to be paid by the merchant. Once this happens we would happily progress the transaction in your account. However, if the merchant has decided to award you the money internally as goodwill it wouldn't come as a surprise if they declined your cashback now that they have resolved this matter outside of the cashback process.


Declined? I hope not after all the effort both Hoppa and myself have put in!

TCB quote:

Therefore can we kindly ask that you allow the remaining two months estimated to receive a response from the merchant/network please?

I wasn't prepared to wait another two months after a purchase made three months prior and gave you a deadline and expected customer care. Deadline passed and I contacted Hoppa.

Hoppa quote:-

I've spoken to our affiliates manager and we can help with this. Can you please provide your reference number and I will get this resolved for you as soon as possible.

Within 1 hour, the payment was showing in my account (minus the 5% top up - please add!)

That was customer care at the highest level. Please note.

Take the 'softly, softly' approach with TCB and you'll become very frustrated!
Be proactive and see the results. TCB may not help you, but try the merchants and the regulatory bodies......................they may.

I'll update my financial transactions as and when and where they are going if not paid. I'll also update any good results (ie: paid in a reasonable time). To date, all are still outstanding and 2 have been confirmed.
Five transactions, lets see how many (if any) come in as promoted.
Yes, estimates can mean delays, but equally, it can mean earlier payments?
Surely all 5 can't be delayed and give a 100% failure rate? That would back up my thoughts that TCB marketing is misleading!

Sorry for my long post, but TCB is 'all over the place' at the minute! I expect decent customer care / service and challenge all bad service. Too many are getting fobbed off!
Good customer care (in my book), is to listen, take ownership of an issue and take it to fruition. Maybe I'm just 'old fashioned?'.

steve1500

My Wife & I both have a TCB a/c nothing else.

We have recently submitted a few receipts via Snap & save & they have been declined

The offer has been run by Checkout smart whoever they are.

When I queried it I was told because we had already claimed, that was it.

I would love to know how I managed to claim it, because the money is certainly not in our pocket

B_M

matt_outandabout wrote: »

Hello

This is my first time using Topcashback. I am waiting on a CoOp car insurance cashback of £70.

So far I have had three dates for payment showing (November, December and then january), and it was changed to 'zero' amount until I enquired why in November. We are now six months in and I was told to wait another 6weeks 'in case' it comes in.

is this normal for Topcashback?

Not had any issues with quidco for hundreds over the last few years, so I'm not sure I will use topcashback again...

Hopefully TCB will be along soon and advise you how to resolve this financial issue!
Best wishes.

TopCashBack_Company_Representative

Hey @@matt_outandabout, @B_M and @steve1500,

@matt_outandabout - I am sorry to hear you have had issues with your transaction and if you can send me an email to mse@topcashback.co.uk I can certainly look into your transaction for you and advise you further.

@B_M - We will always help our members as soon as possible and to the best of our ability but ultimately as I am sure you understand we do not make cashback decisions; decide how much commission is tracked; if we are eligible or not for the cashback or how long it takes for the merchant to pay us. All queries therefore have to go to either the merchant or their cashback network and even if they have to be directed to the merchant this does need to go through the network as we do not work with merchants directly. Merchants may be able to help you and push things through from their side but we can not use the same process to query things.

I do hope your transactions progress soon for you, I honestly do and I am sorry that recently you have made transactions with merchants that are taking longer than estimated to pay or progress cashback. I would like to mention now that we are internally looking at estimated payable dates and looking at whether there is anything further we can do to make these more accurate.

Whenever a member has an issue our aim is to get it resolved and it always will be that aim. However what we can't do is physically force the merchant or their network to make a decision in our favour or fast track a payment for an individual person. We do and will continue to chase up payments with the cashback network as we want our members paying as soon as possible but these don't always lead to successful results. If that's the case we will continue to push for a resolution as soon as possible.

@steve1500 - You may have noticed recently some offers on site are published Checkout Smart offers and the same receipt can only be used on one of their publishers. Publishers of Checkout Smart offers include at the moment Checkout Smart, ClickSnap and ourselves but there may be others. If you have submitted the same receipt on more than one of these only one will be approved. If you don't believe you have done this please send me an email to mse@topcashback.co.uk and I will see what I can do with this.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M -

I do hope your transactions progress soon for you, I honestly do and I am sorry that recently you have made transactions with merchants that are taking longer than estimated to pay or progress cashback. I would like to mention now that we are internally looking at estimated payable dates and looking at whether there is anything further we can do to make these more accurate.

Thanks Matt and to be fair, that is a much more professional answer / response.

Around two years ago, I advised on the old TCB forum, after many, many issues and having to deal with the FOS, that TCB could also contact and ask the FOS for guidance. They are ultimately (apart for legal routes) the ones who can adjudicate.
Would it not make sense asking what they expect with financial promotions? Then, put that in place.
TCB stated above that they actually place the timescales (estimates) on their promotions. What I believe is, it should be the merchants who state that and along the guidelines of the FOS expectations.
ie: - cashback will be confirmed within 3 months and paid within 4 weeks of confirmation - just an example.
The FOS advised myself, that no-one should have to wait more than 4 months for payment for a financial cashback reward. It can reasonably be challenged then, if not earlier.

I'm expecting to put in a complaint to British Gas soon and will provide, as evidence the promotional material. I'm not expecting them to be impressed that they've been reported to the FCA for issues out of their control. They may then get caught up with the FOS if they take the stance they aren't liable. They still have a duty to investigate complaints and advise the customer, via a leaflet, of the FOS route.
But, it's BG who decide to use affiliate marketing to sell their products and it's them that allow agents to work for them. Understandably if they wanted to part relationships with partners causing them issues.

Best wishes.

B_M

StuartHarrison

Hi @ topcashback.com Thanks for the AA cashback

I want to take out the Unlimited BT Infinity 1 + Weekend Calls package through Topcashback

I'm a new customer (migrating from post office and IDnet)

Does this qualify for the £115.50 broadband and phone cashback?

Does it still qualify if I add the free sports to the package - your site wasn't clear about that.

If you could let me know before tomorrow please, as the deal expires before then.

Thanks