Topcashback Questions & Answers

[Deleted User]

Thanks for responding Matt. I can see you're trying hard to address this but it's not really your fault this is happening. But at the same time you're the company rep so it is your role to explain these things to customers. I hope you appreciate that when items are bought in line with the terms and conditions, customers feel hard done by when it seems to require so much effort to simply get the promised cashback.

Could you confirm something else please - if a customer buys multiple offer products on one receipt, they then have to upload that receipt to your site three times under each respective snap and save offer page.

Could this be causing issues, if you then submit the receipt three times to CheckoutSmart and they then say there are two duplicates?

If as you say you're not deliberately retaining customers' cashback I'm at a loss to explain why so many people are having issues with snap & save. Are you able to explain why there are so many unhappy snap & save customers?

steve1500

urbankoala wrote: »

Could you confirm something else please - if a customer buys multiple offer products on one receipt, they then have to upload that receipt to your site three times under each respective snap and save offer page.

Could this be causing issues, if you then submit the receipt three times to CheckoutSmart and they then say there are two duplicates?

If as you say you're not deliberately retaining customers' cashback I'm at a loss to explain why so many people are having issues with snap & save. Are you able to explain why there are so many unhappy snap & save customers?

That would seem to make a lot of sense.


Pretty sure that would explain some of our rejected claims

tubby210

Another month and still waiting, is there anymore news

gwapenut

Topcashback aren't even responding to my support ticket, it's a week old now. This is what I get for my "Plus" membership? What a scam.

TopCashBack_Company_Representative

Hi everyone,

I hope you are all enjoying the lovely sunshine we have been having!

@urbankoala – I have had confirmation from our Snap and Save team that this should not lead to a receipt being declined. However, if you believe this may be the case with any of your offers please send in a support ticket as our team will query the decline with the publisher.

I do believe I am able to explain the increase in members on forums and elsewhere having issues with the declines. One reason is the terms and conditions are a lot more stringent with these offers compared to our own offers and this is because the publisher has strict guidelines that need to be followed so they can be paid the cashback. This comes with its advantages as you should find better offers on our snap and save section. However, one downside higher value offers is that people are more frustrated when these get declined in comparison to 10p for example and it is understandable.
The system is still very new and improvements are always being made by both parties to reduce the chance of something being incorrectly declined but what I would like to further clarify is that we will do all we can, if the member is eligible for the cashback to get this from the publisher.

@tubby210 – Could you drop me a message on the email address mse@topcashback.co.uk so I can take a closer look into this for you?

@gwapenut - I would like to chance to see exactly what is going on with your tickets. Please can you also send me an email to mse@topcashback.co.uk?

I do hope this helps everyone.
Best wishes,
Matt

System

Well as expected there's b!gg!r all you can do in regards to my outstanding cash back !

mamabuddah

try sending nudges....they're not really more effective, but you get the same results.

rob_s0

It's interesting to see that so many people have problems with Top Cashback.

I only used them briefly about 18 months ago, and quit when they were running a 5% back on your purchase at Argos when you uploaded the receipt, which they didn't honour.

I emailed multiple times and never got a response, so decided they were cowboys and voted with my feet.

I still have all the emails I sent - I wonder if it's worth sending them in to the company rep and seeing if they will credit it as a goodwill gesture to get a customer back...

mamabuddah

rob_s0 wrote: »

I wonder if it's worth sending them in to the company rep and seeing if they will credit it as a goodwill gesture to get a customer back...

Unlikely...then they would have to show goodwill to every other person who has had a "problem"....having said that...it would be nice to know how many members have "problems"...if it's a massive number you could understand why it might take them 5 months or more to get results.....but if they deny they have a massive number of problems....it means therefore they only have a few....which begs the question...why does it really take so long?

Better to accept a "gesture" from them, to clear the problem and let you close your a/c and go to Quidco....although they will gag you if they offer any incentive probably

System

I have just had a look at the T&C for Standard life ins , its states you will only be eligible for cash back after 6 monthly payments have been made making the pay-out at 26 weeks why does TCB estimate 12 weeks based on other transactions ??? complete BS.