Topcashback Questions & Answers

borders

Morning Matt.

don't usually have a problem with Topcashback but at present I have 2 claims in for jet2holidays. The transactions have tracked initially as £0.01, which is correct, but both have then gone through as £0.01 payable instead of £30.00. One transaction is a few months old, the other more recent.

Is there a problem with jet2holidays or am I just unlucky?

steve1500

Hi Matt,


See you have been busy over on HeadforPoints!


Noticed quite a few people have picked up on nothing in the T &C's about not being able to withdraw to Clubcard, but when they have come to make the with-drawl not allowed to transfer to Clubcard.


My wife & I cannot withdraw to T's until the end of this month. I've always been very careful on checking the T&C's to make sure that there are no restrictions on withdrawing to Tesco's.


In a nutshell, if the T & C's show no restriction on the method of payout & when you come to make the payout there is a restriction, will TCB honour the no restriction?

TopCashBack_Company_Representative

Hi Everyone,

I hope you're all well!

@bristolleedsfan and @mamabuddah, we do have lots of different members. I certainly believe it's possible that there are members who have seen that their claim has been resolved and check back on their account to see when it is. I can certainly confirm not all members get in touch about unpaid cashback that hasn't progressed.

@steve1500 - I do understand the news will be upsetting for members who use it. We are actively investigating different ways to enhance the payout options available. Thank you for your suggestion in regards to travel payout methods and I will be sure to pass it on.

Can you let me know the merchant you want me to check out? I’ll be able to check this on our system and let you know.

@Crabman - This email was sent to members who have yet to use their full Tesco £50 limit. This email was sent to alert them that if they want to pay out through Tesco this is the last time they are able to do this. To further clarify if you have already paid out £45 cashback already through clubcard, you will have able to pay out another £5 until the end of July as the normal annual limit will still remain.

@borders - I have just checked the statistics for this merchant and can see the merchant has paid for transactions at the correct rate. Therefore there is nothing to suggest this is happening to all members. I do hope we can get your claim resolved positively.

I do hope this helps everyone.

Best wishes,
Matt

mhoc

please can I ask TopCashBack Company Representative if there are any problems with Livingsocial cashback payments getting into the paid column?

I've just been checking my account and 2 Livingsocial purchases (deals bought and used in the same week) from very early April which are supposed to have become payable in 4 weeks but they have not even reached the pending column yet

TopCashBack_Company_Representative

Hi mhoc,

I have taken a look at the tracking statistics for this merchant and things are tracking as I would expect and have been doing so in the past.

As your transaction hasn't appeared in pending I will need you to lodge a Missing Cashback claim for your transaction. You can do this by clicking 'account', 'customer care' and then 'lodge a missing cashback claim'. Our Team will then query the transaction via a different route in the hope of getting you your cashback.

You may be interested to know that clearing cookies and cache before logging in to click through and purchase can help a transaction to track, as can disabling ad blockers.

Best wishes,
Matt

JPears

Topcashback is a very broken system. I use it weekly but am now having to chase at least 50% of claims that don't track or denied, mistrack or other reasons. Frequently claims 6 months old still not paid. A lot of business are not honouring payments, especially the large ones. Disillusioned to say the least.

mhoc

TopCashBack_Company_Representative wrote: »

Hi mhoc,

I have taken a look at the tracking statistics for this merchant and things are tracking as I would expect and have been doing so in the past.

As your transaction hasn't appeared in pending I will need you to lodge a Missing Cashback claim for your transaction. You can do this by clicking 'account', 'customer care' and then 'lodge a missing cashback claim'. Our Team will then query the transaction via a different route in the hope of getting you your cashback.

You may be interested to know that clearing cookies and cache before logging in to click through and purchase can help a transaction to track, as can disabling ad blockers.

Best wishes,
Matt

thank you, I always do a C clean at the start and end of the day.

I have tried to submit claims for both missing items but the system will only let me do one.

swindiff

Does anyone know if the cashback deals with Topcashback and Quidco will work with a new Sky Q Silver subscription?

TopCashBack_Company_Representative

Hi everyone,

I hope you are all looking forward to the weekend.

@JPears - I am really sorry you have had issues with your transactions. The tracking of a transaction goes through the normal commission earning processes and so a declined transaction is likely to happen if the same environment was created if you used another cashback site. If you could drop me an email at the address mse@topcashback.co.uk I will be able to take a closer look at your transactions and what has happened with them.

@mhoc - Could you also drop me an email to mse@topcashback.co.uk so I can try and locate the source of your claim issues?

@swindiff - Currently we do not offer any cashback with Sky Q and it is a separate merchant page on site. If they choose to offer cashback in the future we will be sure to add these rates on site.

I do hope this helps but if you have any more questions please let me know!

Best wishes,
Matt

JPears

Matt ALL my issues have been placed in the missing claims section of customer care. I don't use any other cashback website. The problem is the merchants and the system in general. It take months to resolves problems. Perhaps you should give clients the contact details of the agents dealing with this so MSE ers can deal directly and promptly with them for speedier resolution.