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Topcashback Questions & Answers

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  • TopCashBack_Company_Representative
    TopCashBack_Company_Representative Posts: 2,201 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Hi Everyone,

    I hope you're looking forward to the weekend!

    @skylinedude - You will see on each merchant they have stats and the statistics include successful cashback. This therefore allows the members to see the broader picture with the merchant and what percentage of cashback is successful.

    As I am sure you can understand the partners we work with have the right to confidentiality just like our members and I don't believe they would appreciate us sending screenshots of different areas not open to the public domain. It certainly wouldn't be within our fair play policy which we have for members and also have for every partner we work with. We have no interest in making unhappy members and will only bring them a negative outcome if one has been reached by the network and merchant.

    @B_M - I truly am sorry you believe our Customer Care is not in a good place. I do believe our Claims Team have recently resolved an issue you had with one of your transactions and all of your current transactions are progressing as we would expect. If you have an issue with your account, as ever I will be happy to help :)

    Certain odd sites may guarantee cashback but you will likely notice these offer a lot less in the way of cashback rates so members who make eligible transactions would lose out greatly and on the whole I wouldn't have though anyone will be better off. However, I'm here to help with TopCashback questions, rather than discuss what another site may or may not be doing.

    @bristolleedsfan - My handy umbrella has certainly been keeping me dry with the odd shower so don't worry :D

    With exclusive cashback rates I will take your views seriously, investigate and also speak to the relevant teams to see if anything is going wrong with exclusive rates. What I will say is that it's definitely not the case that everyone with an exclusive rate has to lodge a claim.

    With the link you posted I can see the decision was upheld mainly due to the website (which is not TopCashback) not responding. I am also unable to discuss how another website markets themselves as no doubt this plays a big part in decisions reached by the Advertising Standards Authority for Ireland.

    I am sorry to hear you took the decision to use another cashback site to potentially earn cashback on your purchase. The tracking systems and decisions reached for both are made through the same way and other sites will get members frustrated about declined / incorrect cashback but each site does have a different customer bases and these may have different preferences with how they get in touch. It's hard to compare sites based on threads here on MSE.

    I've taken a look at the email you received and it did contain lots of details of voucher codes, sales and things like that which are guaranteed savings :) It also contained details of cashback rates you could earn.

    I do hope this helps everyone.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • B_M
    B_M Posts: 714 Forumite
    I've been Money Tipped!

    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:;)

    I do need to make a booking for transfers and this is something I'd still consider. Due to past issues, I now have a fantastic contact with a senior Hoppa rep who is more than helpful and customer focused. Never say never, even via TCB. :D

    @B_M - I truly am sorry you believe our Customer Care is not in a good place. I do believe our Claims Team have recently resolved an issue you had with one of your transactions and all of your current transactions are progressing as we would expect. If you have an issue with your account, as ever I will be happy to help :)

    Certain odd sites may guarantee cashback but you will likely notice these offer a lot less in the way of cashback rates so members who make eligible transactions would lose out greatly and on the whole I wouldn't have though anyone will be better off. However, I'm here to help with TopCashback questions, rather than discuss what another site may or may not be doing.

    Matt, you and the TCB staff know fine well the amount of time and effort I placed in resolving most of my TCB issues. I repeat, the TCB customer care (?) is dire and abysmal. They need replacing, in parts at least due to incompetence!
    I will use TCB again, but already know what route I'll take if I have any more issues. Please defend them in full please.

    You are here to defend TCB queries and woes, that's your role.
    If someone chooses to go via TCB when the rates are similar rather than using a site which offers a guarantee, then that's their downfall.

    When things go smoothly, TCB take the credit.
    When it goes wrong, TCB blame someone else.
    Surely then, when it goes smoothly, the credit should go elsewhere?

    But, please don't keep telling members that 'nothing further can be done', when there are obvious challenges. TCB do not have the final say and never will.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
  • Littlebirdie
    Littlebirdie Posts: 253 Forumite
    Fourth Anniversary 100 Posts Combo Breaker
    Hello,

    I want to do a big shop on Boots. But when I click the cashback links there are many options broken down into beauty, beauty care, health etc. I'll prob buy something from every category - does this mean to qualify for all I will have to do lots of mini shops? Can I not just get it worked out on the overall price?

    Thanks
    To staying out of debt!
    Credit card (Nov 2018):£894.60 . Emergency fund: £2000/3000
  • bristolleedsfan
    bristolleedsfan Posts: 12,645 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    I've taken a look at the email you received and it did contain lots of details of voucher codes, sales and things like that which are guaranteed savings :) It also contained details of cashback rates you could earn.


    http://www.topcashback.co.uk/newsletter/view/1419?utm_source=Newsletter&utm_medium=email&utm_campaign=TCB%20Newsletter
  • bristolleedsfan
    bristolleedsfan Posts: 12,645 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    edited 21 May 2016 at 8:22AM
    :( I notice that my post from around 13th May on this blog stating that Ecasher a long established 50% cashback site has for some time offered Ebay cashback @1.5% yet TCB 100% cashback site rate for classic ( free members) - 1.01% has been deleted :( ( No 3rd party site link was put in the post, was "little" different to the post from another user re - utility warehouse - 1.5% ebay cashback.)

    My post was still visible after a few days, TCB must have thought apparent wise owl wouldnt go back and look after that ;)

    http://www.topcashback.co.uk/blog/highest-cashback-guarantee/view/?utm_source=Newsletter&utm_medium=email&utm_campaign=TCB%20Newsletter

    Ecasher - No minimim cashin level by Paypal - confirms within 10 days -

    Ebay Cashback 1.50%

    http://www.ecasher.co.uk/search?q=ebay - 50% cashback site

    http://www.topcashback.co.uk/search/merchants/?s=Ebay - 100% cashback site :huh:

    https://www.utilitywarehouse.co.uk/clubhouse/shopping/shopping/topset/az/set/E - Ebay - 1.5%
  • johnk
    johnk Posts: 432 Forumite
    B_M wrote: »
    Matt, you and the TCB staff know fine well the amount of time and effort I placed in resolving most of my TCB issues. I repeat, the TCB customer care (?) is dire and abysmal. They need replacing, in parts at least due to incompetence!
    I will use TCB again, but already know what route I'll take if I have any more issues. Please defend them in full please.
    Could you explain your rationale behind using TCB again even though you had so many issues, in particular if you have a better choice? Normally I would classify that as trouble-making, but to be fair you have also given good advice in this thread ...

    I have used TCB for a long time and my personal experience has been great, in particular with the help from Matt, Samantha etc here. I agree Snap and Save has become unreliable since the integration of CheckOutSmart and I have stopped using that, as that is now beyond what TCB can help...
    Mark Hughes' blue and white army
  • B_M
    B_M Posts: 714 Forumite
    I've been Money Tipped!
    johnk wrote: »
    Could you explain your rationale behind using TCB again even though you had so many issues, in particular if you have a better choice? Normally I would classify that as trouble-making, but to be fair you have also given good advice in this thread ...

    Basically, I use TCB for financial merchants where their rate is higher, although I now have also started to use Quidco (with no issues). Also, some of the TCB 'exclusives' with the addition of discount codes are often unbeatable (though very troublesome and questionable). So, that's why I still use TCB and to be honest, that's my choice.
    Matt states some of the sites that offer guarantees pay a lesser rate than TCB, that simply isn't true and imutual actually often top TCB rates, even with TCB's 5% upper tier added. How can that be many may ask?
    I know how TCB work and what they do to 'hoodwink' members and potential members. It annoys me when their members get 'conned' and TCB simply state 'nothing further can be done', when that in itself is a complete and utter lie. They (TCB) know from my experiences alone, what can be achieved by taking the 'bull by the horns'.

    Snap and Save as others have experienced, is a complete and utter joke now. It shows and highlights TCB's incompetence. Leave it alone would be my suggestion. Go with those that are reliable.

    To sum up, when TCB let you down, go and get the cash yourself. Either from a merchant complaint direct or via the Small Claims Service.
    I'll be back with my experiences, but not until later in the year. Any more issues and I'll be taking TCB on direct.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
  • TopCashBack_Company_Representative
    TopCashBack_Company_Representative Posts: 2,201 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Hi everyone,

    I hope you all had a lovely weekend!

    @johnk - Thank you for your positive comments about the help you have received :) In regards to Snap and Save, what I can say is that we are listening and working on different things behind the scenes which should help all our members who use this in the future!

    @Littlebirdie - To aid the tracking I would advise you, if possible to make different purchases for each category. If this is not possible to you if you use any of the links the cashback network should be able to calculate the total cashback eligible to us and then we will pass this on to you. If this doesn't calculate properly we can query this via a claim if needed.

    @bristolleedsfan - What I would like to assure you is that at least 100% of the cashback we receive for Ebay is passed on for our members. Some cashback sites offer a higher rate but this is often for the seller fees rather than the purchase amount. While I don't believe this is the case with the site you have mentioned there can be reasons for them offering a higher rate. Normally this is down to how a cashback site is seen by a merchant and their network. If they have a low amount of transactions through them they may be incorrectly recognised as a commission site and not a cashback site. We have before got situations like this resolved and we will investigate the rates you mention. However, it's important to note that even when we offer a lower amount we do have the Highest Cashback Guarantee there to fall back on and we cover the difference in cost which we pay for ourselves.

    @B_M - While I understand you have had your own share of issues with transactions and I understand these can be frustrating your ability to get paid the difference in goodwill from the member does not suggest that we could have obtained the funds.

    I and any other representative you find here are here to help and not defend. We would like our members to have the best experience possible and if there is something not going to plan than we understand this needs investigating. Negative and positive feedback is raised and in a lot of cases acted upon e.g the estimated payable dates for some merchants or the suggestions we had to improve the Hummingbird gave we had.

    In terms of praise when things go right, I am not too sure if I have seen examples of this. There have been cases where TopCashback have personally raised issues and sorted them out, there have also been times when the cashback networks have managed to resolved issues like slow progressing cashback. If we are replying to members we will do our best to supply them with as much information we can about how the issue was resolved.

    When our team have to alert members to say nothing can be done it is because from a TopCashback perspective we can not further query, challenge or raise an issue. Individual members sometimes believe they can get a different outcome by bypassing the cashback system and networks with varying results but we can only answer things from a cashback perspective. What I would like to clarify is that if you are lucky and get paid through them it does not mean you should have been paid the cashback. You will be dealt with as a customer of the merchant by them and not as a member who is querying commission.

    To conclude and answer some more of the issues you have raised, we did raise the issue in regards to a cashback site offering a higher rate and why this was the case. This was changed shortly after we did this following our investigations and queries. I would also like to mention that if you do not get paid the expected amount of cashback it means we haven't been paid this and I would treat any accusations that suggested otherwise very seriously. If you have any evidence to suggest what you are saying is true please send me an email with the details so I can find out what's happening. The email you need is mse@topcashback.co.uk

    I hope this helps everyone.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • mamabuddah
    mamabuddah Posts: 846 Forumite
    Part of the Furniture 500 Posts Name Dropper
    edited 23 May 2016 at 12:45PM
    whoo hoo....6 month anniversary of my purchase through TopCashback using Fast track special offer at ARGOS...although TCB have confirmed the transaction yet only paid a fraction of the advertised cashback (with screenshots proving every part of the transaction) ARGOS, on the confirmation of the TCB rep here....have reneged on the transaction and ARGOS are still ripping me off/shortchanging me on what they owe me.

    Last "official" update from Customer Care on the TCB website

    11 Mar 2016 Hello there,

    Thank you for getting in touch with our support team.

    Just to let you know that we are aware there has been a delay in the process we were expecting to happen, we are currently working with the network to get the payment/uplift processed to us from the network. Please bear with us whilst we attempt to get a final resolution to your claim.

    Please be assured we have not forgotten your claim and will hopefully be able to resolve your claim in the near future.

    Kind regards,
    No two ways about this one: Anything Free is not a Basic Right..it had to be earned...by someone, somewhere
  • TopCashBack_Company_Representative
    TopCashBack_Company_Representative Posts: 2,201 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Hi mamabuddah,

    As previously explained your claim was successful and we are awaiting the difference in funds to be awarded to us so we can pay you. Like you were are awaiting for this money so we can progress your claim for you but until this has happened your transaction will remain at the same stage in the process.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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