Topcashback Questions & Answers

mcgee77

I'm still waiting for £128 cashback from you from a sky purchase in June. It's been nearly 7 months....an absolute disgrace.

whiteguineapig

can i ask the topcashback rep if the shop and scan desktop is working yet please (i can't use the app as my phone is too old)
it hasn't been working for about 3 weeks now

TopCashBack_Company_Representative

Hi Guys,

I hope you had a great weekend.

@mcgee77 - Could you kindly send me an email to mse@topcashback.co.uk? I can then check your account and the estimate we have provided you. If this has passed I can advise you further.

@whiteguineapig - I do believe this is resolved yes. If you are still having issues please remember to clear cookies and cache just to ensure you are using the latest version of the website.

Best wishes,
Matt

TopCashBack_Company_Representative

Hi @luckymannn,

I truly am sorry to hear that this is still outstanding. Normally a claim continues, if we are not satisfied with the outcome and we try and pursue it further. However, if you can send me an email to mse@topcashback.co.uk I will have a word with our Claims Team and see if there is anything further we can be doing for you.

Best wishes,
Matt

steve1500

What is going on with Snap & Save. They are taking ages to process, my daughter chased one the other day & got told the receipt wasn't clear! It was from before Xmas!!!


My biggest gripe though is being told that it has already been claimed. When questioned just get a stock answer back already claimed.


If you have not claimed it back via another method - which we most certainly haven't, then either there is an incompatibility with the dates, between your dates for a promotion & check out & there is an overlap.


Today you are re-running the Gatorade, you have previously said there is no issue with claiming each time the promotion is re-run. So you could have bought a bottle yesterday. up loaded the receipt & repeat the process today. Is that correct?


I leave people to make their own judgements, if someone is saying you have already claimed the money back when you haven't.


Surely, if someone is saying it has been paid out they can give a bit more detail. Paid to this email address? Data Protection certainly won't get in the way.


I claim for something, they say it has already been paid out, I say not to me, then either there is a fault with the system or else........


I have spoken a to few people & they have also said they had receipts refused for the same reason, but said they couldn't be bothered chasing the £1.85 back for the coke I bought at Xmas .........................


Lots of little pennies add up to a whole lot of pennies or am I just cynical

whiteguineapig

I have just about given up
I haven't been able to get it work on a desktop computer for weeks, when i have asked about it on Facebook I was told to use the app, unfortunately my phone is too old
I asked on this thread and i got the reply from the representative that it was cleared up,
last night i managed to upload one photo
when i have tried again today it won't work again
I have tried,
clearing cookies
clearing cache
using a different browser (I usually use firefox, but got it to work on safari last night and now it won't work on that either)
To be honest I'd rather they just fixed the basic stuff then have all the "treats"

TopCashBack_Company_Representative

Hi Everyone,

We are half way through the day now which means we are officially over the 'hump' of the week

@steve1500 - I truly am sorry that you are disappointed with snap and save. The main issue with redeeming these we have found is that some people haven't understood that you cannot redeem the same purchase (receipt) against more than one Checkout Smart Publisher.

In regards to an offer being re-run, you can redeem again only if the start and the end date are completely different and the purchase like normal has to have been purchased within those dates.

In order to investigate your case I would really need you to send me an email to mse@topcashback.co.uk confirming the offers you have had issues with.

In regards to the time scales this is not something we are able to change at this time. As I am sure you can appreciate we have lots of members trying to redeem these offers and this increased scale of usage can lead to members having to wait towards the longer end of the time-scales we provide.

@whiteguineapig - I do apologise and can assure you we do share your frustration. I am aware that certain members are having issues with certain offers and our tech team have been alerted to this recently. If you can kindly send me an email to mse@topcashback.co.uk I will be sure to help you out as much as I can as I am aware not everyone has a phone they can use the app on.

Best wishes,
Matt

mcgee77

It was 12 weeks or so then the longer it has taken it just jumps in in weeks so now it's 26 weeks....I've been waiting 7 months I have sent numerous messages and had the we are "chasing" it up etc....the latest one told me I might get paid in april. Before that it was January.

Can you really help or will you be "chasing up the payment etc"?

B_M

Not much movement, but a naughty 'little' change.

I have multiple transactions with financial purchases coming, or should be coming to fruition soon via TCB. I will challenge each and every one slightly after the 'estimate payment date' passes. I believe these 'estimates' are there to mislead and the amount of delays back my beliefs up.
First will be British Gas, they have 3 weeks to pay.
(moved to confirmed). Still at confirmed, but promoted as a 'faster paying merchant', so should be paid by the end of the weekend.
Aviva will be the first week in February, if not paid - these are usually good though.
(now payable and the one I had most confident with, based on experiences). I'll cash out after the weekend.
Direct Line will be the middle of February, these won't get a day after the 18 weeks, as 18 weeks is well long enough!
(still at confirmed, a high risk and one of the hardest to resolve). The 'naughty' one and has moved from 18 weeks estimate to 22 weeks! My deadline is still 18 weeks.
British Gas again, but I will give them to early April.
(Still at pending, but early still)
Nationwide, again April, probably mid April.
(Still at pending, but again, early still)

Not too worried about the Direct Line estimate change (18 to 22 weeks), this is the norm for them. A complaint will be issued against those involved (merchant and cashback site) if this isn't paid. I'll have another screenshot though in case I need to prove my issues.

Hotelopia - still no update and sitting at the wrong promoted amount. Maybe I'll have to do the work myself again? If I do, I'll post the replies.

Snap & Save............... :rotfl:
Sorry for laughing at the Snap & Save issues.
It ain't meant to be! Stick with those that can and of course,do.

TopCashBack_Company_Representative

Hey mcgee77 and B_M,

@mcgee77 - We do constantly review estimates and if we find the average payout time for the merchant changes we will adapt the estimates to give our members the best idea of when we would hope to be paid for their cashback. A member is always more than welcome to submit a support ticket about a transaction but we do ask that members allow at least 4-6 weeks after their estimate before doing this. This is only because this is the current payout estimate we believe your cashback should progress within.

@B_M - I do hope it's not too long until we hear back about Hotelopia and get paid for your Direct Line transaction. In regards to snap and snap we are regularly keeping an eye on this and looking at ways to develop it in the future but in the meantime I hope it's not too long until the little gremlin on the desktop site is gone for good.

Best wishes,
Matt