Topcashback Questions & Answers

sillygoose

TopCashBack_Company_Representative wrote: »

Hi sillygoose,

Thanks for getting in touch.

Please could you kindly submit a support ticket and we will look into your email preferences here.

https://www.topcashback.co.uk/help/54

Many thanks,
Sally

Just done thanks.

POPPYOSCAR

HI TCB rep

I have just had two snap and save purchases declined.

I bought Oreo biscuits from Tesco and cherry tomatoes from Waitrose.

Why have they been declined please????

TopCashBack_Company_Representative

Hi POPPYOSCAR,

Thanks for getting in touch.

I am sorry that these were declined.

Please could you kindly send these into snapandsave@topcashback.co.uk

Sorry for any inconvenience caused here.

Many thanks,
Sally

POPPYOSCAR

Thank you Sally.

I have emailed copies of the receipts.

Also I forgot to send the claim in for strawberries but when I went to do it earlier it said it had expired although it says valid until 28th June.

I thought that when it said an offer was 'valid until' it included that day as well?

woodface7

POPPYOSCAR wrote: »

strawberries ... when I went to do it earlier it said it had expired although it says valid until 28th June.

I thought that when it said an offer was 'valid until' it included that day as well?

Me too! :mad:

greatgimpo

I sent TCB an email on 27th June, which included a forwarded email from Hotels.com. Hotels.com say that 'they (TCB) will have to release the refund from their end'. TCB say that they cannot release my £30 until they've received payment from Hotels.com.

Would somebody please tell me how anybody gets any cashback if that is how it works.

I'd also appreciate an answer to my email.

TopCashBack_Company_Representative

Hello everyone,

@POPPYOSCAR and @woodface7 I'm really sorry you've experienced this issue. This offer was a limited time only offer and wasn't a week long like many of our other offers. The original end date of 28th June 2013 was set in error, which is why you can't submit your receipts. I'm really sorry for any disappointment this may cause.

@greatgimpo I'm sorry we've not been in touch sooner. I've just replied to your e-mail with some good news. It may be worth noting that we don't deal directly with any of our merchants. We liaise via an affiliate network, who pass information regarding transactions and payments back and forth between ourselves and the retailers. We often find that the Customer Care and Sales Teams of our merchants aren't too familiar with how the cashback process works. Our site is an online marketing tool that many of our merchants will have a completely different department dealing with.

We report tracked transactions to our merchants, who validate them and report this back to us. We then await the cashback funds from our merchants. Claim related transactions, as yours was, can invariably take longer to be resolved and paid because the process changes slightly with claims. Additionally, sometimes reporting errors can occur which can result in transactions not progressing at the speed we would hope (which I feel may have happened here).

Either way, your cashback is now with you, which is fantastic

Let me know if you have any more questions and I hope you all have a lovely afternoon.

Best wishes,

Jessica

POPPYOSCAR

TopCashBack_Company_Representative wrote: »

Hello everyone,

@POPPYOSCAR and @woodface7 I'm really sorry you've experienced this issue. This offer was a limited time only offer and wasn't a week long like many of our other offers. The original end date of 28th June 2013 was set in error, which is why you can't submit your receipts. I'm really sorry for any disappointment this may cause.

@greatgimpo I'm sorry we've not been in touch sooner. I've just replied to your e-mail with some good news. It may be worth noting that we don't deal directly with any of our merchants. We liaise via an affiliate network, who pass information regarding transactions and payments back and forth between ourselves and the retailers. We often find that the Customer Care and Sales Teams of our merchants aren't too familiar with how the cashback process works. Our site is an online marketing tool that many of our merchants will have a completely different department dealing with.

We report tracked transactions to our merchants, who validate them and report this back to us. We then await the cashback funds from our merchants. Claim related transactions, as yours was, can invariably take longer to be resolved and paid because the process changes slightly with claims. Additionally, sometimes reporting errors can occur which can result in transactions not progressing at the speed we would hope (which I feel may have happened here).

Either way, your cashback is now with you, which is fantastic

Let me know if you have any more questions and I hope you all have a lovely afternoon.

Best wishes,

Jessica

Sorry TCB but that is unacceptable. It is your error and yet we lose out. If you state a date you should honour it.

TopCashBack_Company_Representative

Hi POPPYOSCAR,

I can completely appreciate your frustration here and we do sincerely apologise to any members who may have missed out on this occasion.

I've just checked your TopCashback account and I can see that your Strawberries receipt and cashback were actually approved, which is brilliant to see. If you visit your Earnings > Cashback by Date you'll be able to see this.

It was actually a second item on that receipt that was declined, which from what I can see may have been done in error (as the item in question is at a reduced price). I'm more than happy to approve this item, which I've now done; again, please visit your Earnings to see this.

Have a lovely afternoon.

Best wishes,

Jessica

POPPYOSCAR

Hi Jessica, TCB

Thank you for your reply and for the snap and save cashback that has been credited to my account.

I am however still confused as I do not have the cashback for the Oreo biscuits bought from Tesco and as per copy receipt sent to you.

I know it is only 20p but I cannot see why it was declined and why it has not been paid. It was not a reduced item it was an item on offer and I paid the shelf price.