Topcashback Questions & Answers

bristolleedsfan

My understanding based on my reading:

https://forums.moneysavingexpert.com/discussion/4519857

Is that that TCB were offering/promoting/advertising an Argos cashback "exclusive rate" higher than its main competitor Quidco thus increasing the chances of more user traffic going through TCB as opposed to Quidco which would increase TCB merchant sales volumes/bonus payments which help contribute to TCB huge annual profits.

https://companycheck.co.uk/company/05336020/TOPCASHBACK-LIMITED/financial-accounts

Your Cashback tracked and subsequently paid at a lower rate than was promoted/advertised with TCB seemingly saying nearly 6 Months after transaction date that the balance of your Cashback might be floating around the affiliate world system somewhere.

Equally possible that their isnt a balance floating around anywhere because TCB appear to have contradicted Argos Affiliate reference to ASA regulations by informing this public forum that :
https://forums.moneysavingexpert.com/discussion/4519857

"While we do show the amount of commission available it certainly isn't advertised that you will definitely be awarded this rate"

https://forums.moneysavingexpert.com/discussion/comment/70417619#Comment_70417619

http://www.argos-affiliates.co.uk/blog/affiliate-commissions/

http://www.argos-affiliates.co.uk/blog/resources/argos-affiliate-programme/
"In line with ASA regulations, affiliates must display the correct discount codes/promotional messages, and the correct promotion start/end dates according to the Argos Affiliate Programme communications. For more information, visit: http://www.argos-affiliate.co.uk/terms.php"


TCB agreed the above quote is correct and then added words to effect of a "but"

https://forums.moneysavingexpert.com/discussion/comment/70417619#Comment_70417619

If this matter isnt resolved soonest, the clue as to who to complain to next is within this post begins with "A" and I dont mean Argos

http://www.asai.ie/complaint/telecommunications-13/

https://www.asa.org.uk/

[Deleted User]

apga wrote: »

I've just had Bernard Matthews sliced chicken breast 140g receipt declined. The receipt is very clear but it doesn't have the word 'sliced' on it. I purchased it from Sainsbury's - and that is one of the two valid retailers. I still have the empty packaging - if you think they would like that scanned too. I have sent TCB a 'support ticket' but on reading here am not holding out much hope of a response.
Any advice?

Call 0800 413 640 to speak with Bernard Matthews and let them know what happened.

Alternatively fill out their webform:

http://www.bernardmatthews.com/feedback-enquiry

Good luck

twig1 wrote: »

Since you have teamed up with checkoutsmart I seem to be getting repeated declines on items that both sites feature. I am not submitting the same receipt. Where you are featuring the same product in different time periods which under the original conditions were rewarded you seem to be declining these too. This is at best confusing and at worse deceitful on your part. You are encouraging people to buy items that they consider to be like a free trial and then declining to reward them .

Same happening here too. What a shame that Matt is not helping to resolve the root cause of these issues.

Do what I did if you get no joy - contact the manufacturer and tell them what happened.

When the transparent and honest company TopCashback unfairly declined a transaction, I reported the facts to the manufacturer with saved images of the transaction and support ticket (still hasn't been replied to). Vouchers arrived with an apology from the promotions department.

No doubt they'll think twice before getting involved with this type of promotion in future. Paper based coupons are still better for the consumer.

theblagger

Although TCB seem to be getting some hostile views, I would like to say in their defence they have been pretty good in my case.Again had cash back today from a vendor who I thought would be a struggle, only took 3-4 weeks , So I am happy with them.

skylinedude

Posted on this thread before and did not get a response, so here goes to hoping...I got this reply today with regards to one of my three outstanding claims.

"Hi there,

After looking into your claim further for you, I am sorry to tell you that your claim has been declined as the network has not identified ourselves as the last referral to the merchant’s site and this transaction. We have been informed the reason why we have not been seen to be the last referrer is due to a comparison site.

As I am sure you can appreciate, if we have not been identified as the last referral, the merchant does not pay the cashback to ourselves so we are unable to pass this back onto you. Unfortunately, as this is the nature of cashback, we cannot guarantee that you will always be successful in retrieving your cashback, although we do strive to recover as many as the missing claims as we can.

Please be assured that we have tried our hardest to recover your expected cashback for this claim by exploring all channels with no success.

I am very sorry that we were unable to claim your expected cashback for you on this occasion and we are as disappointed as you on this decision.

I hope future transactions run smoothly for you in the future.

Best Wishes,"

The above is total rubbish, I have been waiting since taking this policy out in November 2015 and I know I clear all cookies and history before I visit Topcashback.

This was £80 cashback and I feel absolutely cheated and ripped off over this.

TopCashBack_Company_Representative

Hi Everyone,

I hope you are all having a nice week and dodging the spring showers!

@bristolleedsfan - There does appear to be some confusion in regards to promotions and affiliates. Promotions are things like voucher codes and special offers. For example if Argos has 10% off certain items this would be the thing that was to be accurate. Cashback, as explained is money we earn for referring you to make a purchase. As a cashback site we pay this to our members. Cashback and Promotions are very different to each other and so I hope I have managed to explain the difference for you.

@urbankoala - As I am sure you are aware most offers on snap and save are published deals and therefore the declined decisions are not made by us. However, we are taking our members views very seriously and behind the scenes are rapidly working and discussing different ways to improve the snap and save experience. In addition to this we do query declined transactions where possible as we want to ensure every avenue is tried if a member believes a receipt has been declined incorrectly.

@theblagger - Thank you very much for your lovely comments. We do try very hard to ensure the member experience is as smooth as possible. Sometimes things don't go to plan but when this happens our team are always working to resolve the issue no matter how small or large it is.

I do hope this helps everyone.

Best wishes,
Matt

TopCashBack_Company_Representative

Hi @skylinedude

I am afraid this is a final resolution reached by the cashback network and not one we can further query. While I understand your point in regards to cookies and cache there can be other ways another referrer is identified such as if a voucher code is used or if there is a programme or ad on on your device.With insurance it can also happen if you ring up to amend the policy or use a pre-existing quote. I understand your disappointment when decisions like this is reached but unfortunately it means we will not be paid the cashback and therefore we do not have the money to pass on to you.

Best wishes,
Matt

skylinedude

Hi Matt,

Ok, if that is the case (which I know is definitely not what happened), why not show all the people that are losing out on their cashback the proof of what your company or the other company/s are claiming.

I mean it is not rocket science to get screen shots or even visiting history from your or their Servers to prove what you are saying.

What about my two other outstanding cashback claims, been that way now for 12 months, been that long that I have already changed energy supplier and got cashback tracked with new supplier and not a peep from the other.

Wonder what excuse will be used to decline payments on those?

B_M

@skylinedude. As yours is financial based, first put in a complaint to TCB giving them 2 weeks to pay you. If not paid, contact the FCA and issue a complaint against TCB. Then, or even today, put in a complaint against the merchant in question. You may have been mis-sold a policy based on the non-payment of their affiliate marketing. The route your purchase took, from TCB via affiliate network to merchant will leave a trace. Easily identifiable and if you haven't used a discount code which wasn't promoted or changed your policy for example, then you need paying. The merchant has 8 weeks to accept or decline your complaint and if not upheld, then straight to the Financial Ombudsman. They decide whether you'll be paid and NOT TCB.
Follow the complaint route and you WILL be paid.

TCB should be making you aware of complaint options, hence why you should be reporting them to the FCA and Ombudsman.

In fact, any merchant that is regulated (even non-financial), can be taken eventually to an Ombudsman.

TCB are in a mess and the customer care (?) is dire.

ONLY use TCB if you are prepared to do the work yourself and can take the stress. Other cashback sites are much better at customer care and at least one site offers a guarantee. Think about it!

TCB do state they have both a 'fair play policy' and 'mission statement'.

https://www.topcashback.co.uk/about?cat=FairPlay

https://www.topcashback.co.uk/about?cat=Mission

Have a look and see if you've been let down by these policies.

Best wishes.

bristolleedsfan

Good Morning Matt

I hope that you are managing to dodge the rain and looking forward to the weekend.

Reading this thread I have become increasingly concerned at what seems to be a relatively new phenomenon of TCB offering an exclusive rate higher than its competitors with its members (s on end) relating to more than 1 merchant then getting tracking and payment at a lower rate than was advertised/shown/promoted call it what you like and TCB basically having in these instances lost its apparent "fair play" feeling.

Others have said they have not experienced the same problem via Quidco, reading Quidco thread

https://forums.moneysavingexpert.com/discussion/3282000

I cant see any such problems, nore can I see anyone having to keep battling to get cashback that they were expecting via Quidco

As I mentioned earlier in the week it pains me that mamabuddah has currently been shortchanged i.e quoting http://www.asai.ie/complaint/telecommunications-13/

Incidentally just in case TCB are not aware Fatcheese referred to are a "cashback site"

The TCB website acted as a third party site for Argos and mamabuddah to enable mamabuddah to make savings on his Argos purchase. By using the TCB website as a link to Argos TCB offered mamabuddah the opportunity to make savings on his Argos purchase(s).
·
In this case TCB offered mamabuddah the opportunity to avail of: xxx % Cashback on his Argos Purchase


Yesterday due to a combination of the factors above I took out Plusnet service via Quidco

19 May 16 Plusnet 9.99 110.00 Tracked 1180823906 More info

bristolleedsfan

Yesterday TCB sent out an email called "Open Me To Spend and Save"

TCB seemingly are now agreeing with what A.S.A.I ruled re Fatcheese Ireland Cashback Site

http://www.asai.ie/complaint/telecommunications-13/

"The advertisers’ website acts as a third party site for retailers and consumers to enable consumers to make savings"

B_M just in case you havent noticed, TCB are again promoting via its Thursday Newsletter an exclusive Hoppa 26.25% exclusive cashback which is significantly higher than its competitors are offering». I thought maybe me mentioning this might help you, maybe not ......:rotfl:;)