Topcashback Questions & Answers

B_M

bxboards wrote: »

1) British Gas - promoted as average payment time 8 weeks, and a Faster Paying merchant. My 1st October transaction is now at 16 weeks and has been confirmed for well over a month, passing the Faster Paying merchant dealine.

TopCashBack_Company_Representative wrote: »

@B_M - I am glad to hear more of your transactions have now progressed

I'm glad too Matt, but still the 'dodgy' one to resolve! I wonder if I'll be 98.85% satisfied with this one? I'll know within two weeks though!

Regarding bxboards quote above. Did you miss the bit about missing the 'faster paying merchant' status?
For the benefit of others, does the 'fair play policy' cover situations when the merchant reneges on this 'privilege'? If not, will the 'privilege' be removed, until at least they fall back in line?
I'm sure bxboards and others would rather have seen the response along the lines of, "Something has gone wrong here, we'll take ownership of the issue and get it resolved immediately". But that takes effort and needs customer service! I suppose you could have been more abrupt and stated, "You'll get it when you get it!". One day, we might actually see some proper customer care and service, but there's still a long, long way to go!
Have a great weekend.

[Deleted User]

I am someone else still waiting for their Nationwide Cashback despite the initial transaction being in July of last year.

This is quite annoying as many on here would understand.

TopCashBack_Company_Representative

Hi B_M and matt_66,

I hope you are both well.

@B_M - Faster paying means 14 days after the confirmed date. If a member believes there transaction hasn't reached this status within 14 days we ask them to get in touch as we will see what has happened and re-view the status. If this is the case for @bxboards I will happily do this for them if they could send in a Private Message. As I am sure you can appreciate with this being a public forum there is only so much help I can provide publicly when it comes to personal account issues. More specific issues do need to be looked into more privately and when requested via the mse@topcashback.co.uk email

@matt_66 - I really am sorry to hear your Nationwide transaction also hasn't progressed. We are aware of members who are in a similar position and are doing what we can to ensure this is resolved as soon as possible.

I do hope this helps you both and you have a great weekend.

Best wishes,
Matt

November2

Is there a problem with your site at the moment? When I click 'transactions' my transactions that were showing last week have all disappeared, if I then click 'all transactions' it goes to 'earnings' page instead and again there is little showing on it. I have purchased lots of things over past few weeks and details have all disappeared!

face-t

Hi folks
does anyone have any luck in getting cashback from retrieved quote from Aviva?
I have quoted Aviva, so the quote is not coming from 3rd party

• If you retrieve a quote from another source eg. a comparison site

TopCashBack_Company_Representative

Hi @November2 and @face-t,

I hope you both a lovely weekend.

@November2 - Can you check your cashback by date page for me? To find this please click on account > earnings > cashback by date. This should display all your earnings that have tracked including those that have recently been declined. If you need any more help please let me know.

@face-t - We do alert members never to use saved quotes as this can lead to cashback getting accredited elsewhere. In order to be eligible for cashback you should find the merchant on our site, create a fresh quote and purchase immediately.

I do hope this helps you both.

Best wishes,
Matt

jamichi1

I'm really disappointed by the unacceptable behaviour of you Topcashback on one of my ebay transactions. This didn't track so I set up a claim giving all the details that were needed (transaction number, name, address etc). In the meantime my item arrived. Then out of the blue Topcashback came back asking me for the confirmation e-mail to be sent over to them. I explained that I have deleted it (having received the item, I thought it wasn't needed as NOWHERE in the merchant's page at Topcashback does it say to keep it) and that ebay could match my details anyway with the transaction. But you Topcashback insisted for me to go to the merchant and ask for a new one to be send. I did that, ebay however, said that these are send automatically and are tied to a transaction and they cannot resend. Nevertheless, they also stated the obvious that they could match my name and my e-mail with the transaction number without problems. To my surprise however, you insist and don't send the claim over. This is bad CS: a) if you feel that a claim needs specific or additional information then you should note that in the T&Cs or at the claim page, and not decide to ask for it 10 days later b) if you are really up for your members' best interests, you should send it anyway and if it gets declined, it gets declined.

steve1500

I see TCB was mentioned on Radio 5 live yesterday in the Adrian Chiles section with Martin.


There was a caller who asked if they could take a company to MCOL if they did not pay up he was very definite that you couldn't.


The follow up question, what about taking TCB to the small claims, he thought the chances of victory would be very slim, but he would speak to TCB.


I "think" the caller has already raised their claim on this board?

TopCashBack_Company_Representative

Hey Everyone,

@jamichi1 - I am sorry to hear you have had issues with your eBay claim. As I am sure you can understand we can only submit claims to the merchant if we have all the necessary information which quite often provided in the order confirmation. If you can email me at mse@topcashback.co.uk with your email address I will speak with our claims team and see if there is anything further we can do but without all the information we require the claim will be declined and there is nothing we can do to stop that from happening I am afraid.

@steve1500 - We do try and be as clear as possible about cashback and that this is not guaranteed. If the member in question speaks with us we will be sure to help them as much as we can as we do want to ensure we follow all routes possible to obtain the cashback our members were hoping for.

Best wishes,
Matt

jamichi1

Hello - sorry, I can't be sympathetic. If you need confirmation e-mails, simply write this down in your t&cs. I'm not obliged to know before hand what you may need at some point in the future: I gave you all the information that you requested as it was sufficient. Furthermore, I actually did speak to Ebay, where they assured me that full name, address and transaction number is sufficient for the claim to be processed. It is evident that you don't want to process this - for your own reasons.