Topcashback Questions & Answers

thefirs

steve1500 wrote: »

Still there

I managed to submit receipts via the app today after repeated attempts to get clear snaps. It took several goes to get a preview image that was sharp enough to stand a chance of success, a problem I've rarely had with Checkoutsmart.

Be nice if Matt could let us know if a fix is in the offing.

qsk

Hi, Matt,
I requested a payment on 11/01 and was advised that I should receive it by 14/01. But it is yet to arrive. I submitted a support ticket on 15/01 and am still waiting for a response...
Is there a delay at the moment for payout?
Thanks.

TopCashBack_Company_Representative

Afternoon everyone,

I hope you all had a fantastic weekend.

@thefirs and @steve1500 - Unfortunately we are having an issue with the Desktop upload tool at the moment. Our Team have made progress with this but it may still take a few more days until this is fixed. In the meantime I would suggest you use the app which I can see you have mentioned you are doing.

@B_M - I am glad Samantha from our Claims Team helped you out and that over the weekend you have had a batch of transactions that have started to progress as we would hope. I do hope it's not too long until your Hotelopia claim is resolved.

@qsk - In order for me to best advise you I will need to know a few more details about your account. Please can you email me at mse@topcashback.co.uk

Best wishes,
Matt

TopCashBack_Company_Representative

Hey guys,

I just thought I'd let you know that the Snap and Save issue some of you were encountering has now been resolved _party_

Thank you for bearing with us.

Best wishes,
Matt

Gav501

Just had my second missing cashback claim rejected!

ARE YOU FOR REAL?

Didn't even track my purchase and then get fobbed off about not being the last merchant.

B_M

TopCashBack_Company_Representative wrote: »

I just thought I'd let you know that the Snap and Save issue some of you were encountering has now been resolved _party_

About time!

Any updates on the time it takes to process receipts though?
Is it still stuck at 30 days? Or have you been able to get that down to a much more reasonable (and still excessive compared to competitors) seven days?
I may start using it again, but only when on similar terms to others.
Little by little though, TCB don't (appear to) have the experience as others............yet.

Yorkshire_Pud

Can a merchant be approached directly if TCB aren't able or complacently waiting to get a CB made payable when its 3 months over its estimated payable date and been stuck at Confirmed for months?

TopCashBack_Company_Representative

Hey Guys,

I hope you are all enjoying the middle of the week!

@Gav501 - The merchant's network will only award the cashback to the last referrer and if they have reason to believe this was someone else they will be paid rather than us.

@B_M - We do still only have the capacity to keep the 30 days expectation in place I am sorry to say. Some receipts are getting processed much faster than this but to manage member expectations it is not possible to change this at the moment.

@Yorkshire Pud - We would advise against a member speaking with the merchant and this is for a few reasons. The merchant has every right not to answer cashback related queries and if they do we have found a lot of cases of members being misinformed about the cashback process.

Best wishes,
Matt

thefirs

TopCashBack_Company_Representative wrote: »

I just thought I'd let you know that the Snap and Save issue some of you were encountering has now been resolved _party_

The " There was an issue saving your receipt. Please try again" issue was resolved temporarily earlier in the week, but has now returned.

TopCashBack_Company_Representative

Hi thefirs,

I am sorry to hear you are still having issues.

Could you try clearing your cookies and cache and if this does not work try a different web browser? If this still does not work for you could you submit this via the app and let me know you had issues? I can then get this looked into for you.

I hope you have a great weekend.

Best wishes,
Matt