Topcashback Questions & Answers

veryintrigued

Thank you for listening TCB

TopCashBack_Company_Representative

Hey everyone,

We're nearly half way up mount week and I hope you are all enjoying it

@veryintrigued - Thank you very much, it's been a very interesting time for us as we listened to members and heard from them about what they missed, what they liked and then developed and adapted the new earnings page to show that. I am really glad you approve of the new design and I hope you find it easy to keep an eye on your transactions.

@bristolleedsfan - TopCashback has never had a process of guaranteeing cashback. In regards to Fair Play, while we will be fair to members, being fair certainly isn't the same as using money to keep members happy as is explained within the policy. There are times when goodwill gestures are awarded to members but these depend on each individual case. What we are not willing to do in the case that is being discussed is fast tracking a payment for a particular member.

@mamabuddah - Both words are certainly accurate in the case with Argos. While we are actively working on this (I had a meeting with the relevant team yesterday for a catch up to ensure we are doing what we can) We ultimately can't progress the transaction until we have been paid for it. Therefore, we are waiting on the merchant to complete this through their cashback network.

Throughout the 8 months this has gone through internal and external escalation procedures. As I am sure you can appreciate I am not able to comment much more on what each stage involves. We have also made it very clear to you that you will be paid the difference in amount once we are paid it as we are eligible for the full cashback amount. Therefore your comments countering this are not true.

This merchant is one individual merchant on our site so as I am sure you can appreciate it is not the only one we have had to raise, investigate and try and resolve with the cashback network. There have been obstacles along the road, as with any very complex issue. We're not just talking about an individual transactions but others too and when money is involved all sides want to ensure it is treated in the correct manner and that everything is above board before it is resolved.

The merchant has indeed confirmed you are eligible for the higher amount but has not paid this additional amount and that is the only reason you have not been paid yet. I would continue to urge you never to make a purchase based on the cashback amount, if this is done the cashback process has been misunderstood and you could be disappointing in the long run if the cashback is unsuccessful. People who make purchases through us do so because it's a purchase they would have made anyway and they are potentially earning some money back. The money is commission available to companies who normally earn it all for themselves. We're the opposite and give it all back to our members and earn revenue through different ways explained on our site.

I hope this helps everyone.

Best wishes,
Matt

mamabuddah

@matt.....so everyone agrees I should be paid?....whats their excuse for not making payment then?

Brexit? Exchange rates? IMF problems? if you're talking to them, perhaps you could ask a direct question?

TopCashBack_Company_Representative

@mamabuddah - All parties want to ensure this is paid through the correct procedures and processes. A lot of investigation has to take place to first found out the issue and then the funds need to be paid for if they haven't already been. As previously explained between us and the merchant is the cashback network. They process the payments and so they are key to these investigations and the only people who can invoice the merchant for the funds if required. All of this can take time and investigation.

Best wishes,
Matt

bxboards

Hello TCB

It looks like you have re-designed the transaction overview but I am unable to access it as I get a green spinning wheel that is being stalled by non-responsive domains you are linking to.

c663.redirecting2.net seems to be the main culprit
r.redirectingat.com also stalls

if these domains do not response, the transactions do not display

This is terrible design, why are you linking to 3rd party domains to display information internal to yourselves?

My side with all these changes, the site is becoming more and more unusable, and so much of this is avoidable.

I long for the day I could just go to your site and see all my transactions, the site is going backwards all the time in usability.

TopCashBack_Company_Representative

hi bxboards,

So far you are the only person to provide this feedback and it is certainly something I'd like to look into. Please can you send mse@topcashback.co.uk an email and confirm what browser you're using and also provide a screenshot of this happening?

Now we've made further improvements to this page it has been welcomed by a lot of members. We're always looking to improve the site and make it more user friendly on all devices which is an area we want to improve on following member feedback in the past.

Best wishes,
Matt

thor

TopCashBack_Company_Representative wrote: »

@mamabuddah -

The merchant has indeed confirmed you are eligible for the higher amount but has not paid this additional amount and that is the only reason you have not been paid yet.
Matt

Can you let me know if Argos have confirmed that they owe me some missing cashback too after only paying around 15 percent of what was advertised on your website? I have been waiting even longer than mambuddah as it has been well over a year now but the problem seems to be very similar.
I understand why your reasoning for not guaranteeing payments but Quidco have always paid me out when the merchant failed to do so, so it is possible.
If Argos are at fault as you seem to imply then surely you should be penalising them by removing them from your list of merchants? I suppose you will say that your members will suffer as a result but they could always buy from Argos via Quidco where they will have a far better chance of getting paid one way or another.

bxboards

Hello

One of your merchants is tracking at 3% not 5%

£11.94
£0.36
pending

Worldwide parcel services.

I know I can put in a claim but too be honest my time is more important than form filling for about 20p, but this will need to looked at your side.

mamabuddah

blimey Thor, I thought I'd been waiting a long time, looking on the TCB site we're not alone....you'd think for all the "investigating" and "discussions" TCB have been having there would be some resolution by now....in fact when you see how often ARGOS have been lambasted for RIPPING OFF their customers, they would have stepped in at some stage and tried to sort it....but apparently not....they're happy to ignore people as well...and before Matt or anyone from TCB come on to spout their usual platitudes, you advertised it, you tracked it, you confirmed it...you sort it, first by being a bit more pro-active and second by being more up-front with your customers.

TopCashBack_Company_Representative

Hello everyone,

I hope you all enjoyed the weekend - there was certainly a lot to watch on TV if you are interested in sports!

@bxboards - I've taken a look at the stats and some transactions are progressing as expected. I therefore don't believe this is a wider issue but will be keeping an eye on it for you.

@thor and @mamabuddah - We have had members move from rival sites to us because they're claims were unsuccessful and therefore I do know not every claim is paid out of goodwill. You'll have to speak with them to understand why they are happy to account for all of your missing cashback however as this will be their personal judgement. Unlike us we also pay members in nearly all cases more money that we are paid by the merchant through top ups.

Getting to the heart of the problem can sometimes be more than pointing the finger of blame at one party and demanding payment. There's numerous reasons why it's not the correct method to use. It's really important for us to ensure the root cause of the problem is solved and all parties are treated equally and fairly while situations like this will also prevent a similar situation happening in the future. I understand we are asking for a lot of patience and I understand for some they wont be happy allowing any longer for it to be resolved, this feeling will be reflected in staff members who have already spent a long time and a huge amount of hard work and investigation on this matter but this situation really is not as simple as 'we're owed this, pay it' as some appear to believe it is and this is not the course of action we are / will be taking.

I know our Team are doing everything in their power to get this resolve and have regular catch ups with them to ensure this is the case. I wouldn't tell you they are, if they weren't because that would just be a pointless exercise and wouldn't benefit anyone.

Best wishes,
Matt