Topcashback Questions & Answers

System

Hi , can you tell me how my 50p cashback from 26th april for a pizza is payable now but the £80.80 for insurance from December isn't !!!

mamabuddah

B_M wrote: »

Approaching 5 months now for a TCB 'exclusive' promotion which so far has paid 50% of what was promoted!

Looks familiar, I had a transaction over 5 months ago with TCB and ARGOS....they haven't paid me what I'm owed,in fact only about 25% of the TCB advertised cash back.

Seems strange when a transaction is confirmed by TCB but they still won't admit to who's ripping off who (should that be whom?):mad::mad::mad:

By the way Matt@ TCB thought I would send a nudge as the last one I sent was in March 11th.....just in case your CS team have fallen asleep.....

Still waiting over 5 months for an actual answer as to why I haven't been paid....had plenty of "we're working at it" ... "We're investigating" ... "We're just the middle men" ... "It's coming soon" ... " we know there's a delay"

Can you not answer a simple question....what is the reason I am not being paid?

TopCashBack_Company_Representative

Hi Everyone,

I hope you all enjoyed the extra day this weekend!

@mamabuddah - While we do show the amount of commission available it certainly isn't advertised that you will definitely be awarded this rate and I believe I have covered this in my previous posts to you.

As I do also believe I have mentioned in the past, there are no deadlines between us and the merchant for payment but as soon as it is paid to us we will pass it on to you. I am sure the network and the merchant will have a clearer agreement in regards to payment and invoices as the cashback network works with all cashback sites, affiliates and commission sources but that is for them to discuss and is not our place.

To Argos this is purchase that they will need to pay commission on, it won’t matter to them whether this commission is paid to a cashback site or a commission source such as a web browser. All transactions are treated the same and no bias will be used for cashback sites to be paid faster than other sources.

To answer your final question: We have not been able to award you the money from your claim because we have not been paid.

@urbankoala - Re-submissions are not allowed via our site to the publisher. This may be different when dealing with them directly but I can only mention the processes in place when our site is used for these offers.

In regards to processing time, again I can only re-emphasise that we send these to the publisher as soon as possible. Indeed these have to be dealt with swift internally before processed by the publisher but the whole process leads to a 30 day maximum processing time. In most cases the transactions are dealt with well within the maximum period.

What you say in regards to stealing cashback is incorrect and a very false statement. I would like to further clarify that if a receipt is declined this decision has not come from us and it means the cashback will not, without question be paid to us. If it was paid to us it would be in our best interest to pay our members to keep our member base happy and satisfied.

@sillygoose - I do believe this is something that has been raised by different non cashback agencies as some insurance comparison services get exclusive prices and this isn't made clear to the user. I do believe this is being looked at by different agencies but as I am sure you can appreciate is not something we can prevent from happening.

@B_M - I have double checked on this and can see the transaction did progress for you earlier this morning. This progressed once we were paid the outstanding cashback from the merchant I hope you enjoy spending your cashback!

@CHRISSYG - There's likely to be a main reason for this. The Pizza merchant was faster at paying us than the insurance merchant. The reason behind this is likely to be down to validation periods. With a Pizza, you buy the product you consume it within a very quick period and so the validation period is quite low. With insurance you tend to have it for a year and so the validation is a couple of months just to ensure the policy is still in place and that the policy hasn't changed. If however, you find this passed its estimated payable speed by 4-6 weeks please let me know as I will certainly take a closer look into your transaction for you.

I do hope this helps everyone.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - I have double checked on this and can see the transaction did progress for you earlier this morning. This progressed once we were paid the outstanding cashback from the merchant I hope you enjoy spending your cashback!

It did pogress to payable after I raised a final complaint, but the reason given from your colleague:

Hi there,

Thanks for your post, and I do apologise, it seems a systematic caused this to remain at the same status.

I have now made sure that this cashback is showing at payable in your earnings. Which can be seen using the following link:

Again, I do apologise for this error, and I do hope that this resolves this for you.

Spin a coin or take your pick!

What is true though, is the TCB level of customer care is abysmal!
Hotelopia have pretty bad reviews too and you have to go back to 2014 to find a good one. 2016's aren't good!
Avoid Hotelopia 'exclusives' via TCB, unless you like hassle!
Just a shame Quidco or Imutual couldn't offer what TCB did.
Positive is my TCB is now virtually clear after using other sites of late. The final few pounds will more than likely be declined.

[Deleted User]

Matt - please would you respond properly?

You've not explained why the 30 day timescale exists? Quidco and CheckoutSmart themselves carry out the same task within 24hrs.

You're still blaming CheckoutSmart - this is unfair as they process receipts very quickly indeed. Please confirm the true reason you deliberately delay the process?

Why don't you email customers for declined transactions? Quidco, CheckoutSmart, imutual all email customers as they are honest and transparent.

Please confirm who has placed the restriction on resubmission of receipts? Was it TopCashback or CheckoutSmart?

mamabuddah

@Matt

so no further forward, again, you acknowledge my purchase, confirm it, but still doesn't get paid....so are you now categorically stating...

"Another affiliate is ripping me off ?"
or
"Is ARGOS ripping me off?"

Because I followed your procedures correctly and you are unable to sort it and you don't really appear to know anything other than "we're waiting for payment"

Not really pro active in chasing claims, are you?

I'm not really asking why TCB won't pay me....you've already said..."it's not your problem" aptly demonstrated by your lack of effort in sorting this and other peoples claims....I want to know why your "affiliate" or "Argos" won't pay me...what's their excuse seeing as TCB like to absolve themselves in cases like this.

WillyWonga

Again Snap and Save declined, enquiry ticket raised 23rd April still waiting to be answered.

A member for 5+ years and £1500 cashback later I agree with the others the site has gone downhill. Not just snap and save but 3 different retailers failed to track in 1 day. They were amounts about £1 each but not worth the woefully painfully slow claim system. Then you get the response "the merchant says we were not the last affiliate..... "

Quidco is a breeze compared to these guys now, their clicksnap confirmed in a day or so and made payable a couple of days later.

Once my last lot of payments gets paid then its a closure from me.

[Deleted User]

WillyWonga wrote: »

Again Snap and Save declined, enquiry ticket raised 23rd April still waiting to be answered.

Email [EMAIL="help@checkoutsmart.com"]help@checkoutsmart.com[/EMAIL] and attach the receipts.

Ask them why they declined the receipt(s) and the reason(s).

If they say they approved the receipts but those nice honest people at TopCashback declined it, send me a PM

Matt says it isn't in their interest to decline receipts - well actually, Matt, it is in your interest, because you'd get to keep our cashback.

That ties in rather conveniently with your admission that TopCashback doesn't email members about declined receipts...

System

TopCashBack_Company_Representative wrote: »

@CHRISSYG - There's likely to be a main reason for this. The Pizza merchant was faster at paying us than the insurance merchant. The reason behind this is likely to be down to validation periods. With a Pizza, you buy the product you consume it within a very quick period and so the validation period is quite low. With insurance you tend to have it for a year and so the validation is a couple of months just to ensure the policy is still in place and that the policy hasn't changed. If however, you find this passed its estimated payable speed by 4-6 weeks please let me know as I will certainly take a closer look into your transaction for you.

Its almost 9 weeks past the 12 weeks estimated payout date !What information do you need to look into it as the CS on the TCB site didn't bother to answer my query a few weeks ago !

TopCashBack_Company_Representative

Hi Everyone,

@B_M - I am really sorry that you feel so negatively about our team because as you mentioned they were able to sort your transaction our more recently. As with any technology company there is always a chance something wont happen as expected but we are quick to resolve this is we find the issue is with us.

@urbankoala - I am sorry if my previous reply wasn't clear when addressing your questions. The 30 days processing time has always been at TopCashback and is there as a maximum time frame. While we could give a 5 days processing time this wouldn't give us much time if things didn't go to plan and so it's there to manage our members expectations which I am sure you can understand. As I have mentioned in most cases it's much faster than 30 days but the 30 days is there as a maximum time frame.

In regards to processing time, we use the same system we have used for processing our non publisher offers. However, we can't process these ourself as we do not the publisher. To clarify, we have no involvement with the approval side of things. However, as soon as the publisher has approved these and informed us we will then let our members know. We also also actively working on trying to speed this along to get the receipts processed even quicker for our members.

Because of this process we are not able to email members when a receipt is declined. This is due to the process we need to be follow and how we receive the information.

In regards to resubmission, we can query receipts already in the system but we can not send re-submissions for the same offer to the publisher. It's not in our interest to decline members cashback or leave them unhappy but we have to follow the agreed processes in place.

@mamabuddah - At this point in time, no one is to blame. We are expecting payment from the merchant but there is no deadline for this, there is no reason at this time to believe you wont be paid. At this moment in time we just can not give you a date for when this will happen. Several members of the team are working on this but we can't physically force the funds into our hands.

@WillyWonga - I really am sorry to hear that you are not happy with out site when this decision was not reached by TopCashback. However, I would like to chance to look into this for you and so if you can send an email to mse@topcashback.co.uk I will be sure to look into this as much as I can.

@urbankoala - Incorrectly declining receipts leads to unhappy members, not only that but a bad reputation. I am not too sure of any company who grows based on a negative reputation. If we wanted to keep the company we wouldn't advertise our site as offering at least 100% commission, because there are cashback sites out there that do that. This is not our business model. We would not be happy to investigate and query decisions if we wanted to keep the cashback.

@CHRISSYG - If you drop me a message at mse@topcashback.co.uk I will be happy to take a closer look into your account and at this transaction for you.

I do hope this helps everyone.

Best wishes,
Matt