Topcashback Questions & Answers

Al_Ross

Of course it wasn't normal,here's what I think happened.Topcasback was tracking some folk several times,(one guy posted 6)so they pulled the plug in the whole lot,then none tracked.So us poor souls get nothing for wasting £10.00 of our money.

Shame on you Topcashback

law2468

Hi Matt,

The lottery scheme didn't track for me either! I clicked through on the 26th, around the time everyone is saying they had problems.
Can you explain how it can register the click and I can get a visit recorded pop up on return to TCB without actually tracking. Surely that makes TCB the last click I made?

I know that technology is a fickle pita but it's suspiscious so many failed to track after a certain point. I wouldn't mind so much if I hadn't thrown £10 at the lottery and lost the lot!

ctdctd

Hi TCB,

This is a long term issue for me - Expedia and Ebookers don't track - others such as eBay, Holland & Barrett, Trainline, Screwfix & Travelodge track fine
.
I have to put a manual claim in for Expedia or Ebookers every time - TCB history shows I have clicked on the site OK.

Any ideas why these two sites don't track?

Set up - W10, Google Chrome used only for cashback, set up to delete history on exit, AdBlock+ installed but disabled on TCB pages.

Thanks for any suggestions.

Chocolateteapot_2

I stayed in hotels in the USA early June, and although my cashback is confirmed, I am still awaiting being able to pay it out almost 10 weeks on.
I have tried and tried to lodge an enquiry on topcashback site, but when I select the merchant I am enquiring about, it tells me I have no purchases with this merchant.


I am so frustrated.
Please help!

B_M

Al_Ross wrote: »

Of course it wasn't normal,here's what I think happened.Topcasback was tracking some folk several times,(one guy posted 6)so they pulled the plug in the whole lot,then none tracked.So us poor souls get nothing for wasting £10.00 of our money.

Shame on you Topcashback

I agree with a lot of what you've posted.
After the initial tracking problems, multiple tracking for a single purchase, something changed and not a single person reported any tracking over the weekend and still hasn't.
Matt has come out with his usual garbage, as expected, blaming the old cookies chestnut.
There was a definite issue, I repeat, there was a definite issue.
We'll have to wait until our claims get accepted or declined before challenging, although those that have had genuine claims already declined can complain now.
I'll give it eight weeks max and if not fully resolved, I'll be challenging this promotion.
The National Lottery has what looks like a fairly exhaustive complaints procedure, so that could be a plus.

https://www.national-lottery.co.uk/contact-us/complaints

TopCashBack_Company_Representative

Hi everyone,

@steve1500 - Don't worry it's all sorted now

@Al Ross and @B_M - Following your further concerns I will ask our team to look into it. I would advise you and other members to lodge a claim if this hasn't tracked as this is the only way we can query a transaction individually.

@law2468 - The clicks are things we record, ready and waiting just in case a claim needs to be lodged as we have evidence of you clicking through at a certain time. The click record isn't used at all for tracking purposes. instead this is cookies that track the purchase and get related back. Every website you visit has cookies that could be accredited with the commission. This is why it's really important to clear cookies and cache before logging in and disabling ad blockers. Some members don't have to do this and everything tracks fine, it really is down to the environment on your device at the time of purchase. If you do lodge a claim we will certainly try our best to get you the cashback you were expecting.

@ctdctd - Adblocker could still be the cause of your tracking issues. The cookies have to go through the cashback network and also on the merchant site too. If they are blocked at any stage in the process it may cause the tracking issue you are experiencing. I would advise you to disable ad blockers from logging in to TopCashback all the way to purchasing your product, once you've done that enabling ad blockers again wont impact the tracking. It may not be the exact cause of your tracking problem, but I think this is certainly worth a try as it is a likely cause.

@Chocolateteapot - If you are having issues lodging a ticket by selecting the exact transaction I would advise you to lodge a ticket under a category such as 'other'. When a transaction is confirmed the network invoices the merchant. Normally a merchant pays for an invoice within 4-8 weeks which is quite standard. If it isn't paid within this period of time the cashback network will then look to look at why their invoice hasn't been paid. As TopCashback isn't the invoicer of the cashback there is only so much we can do but we do work with the network to ensure issues like this are chased up and resolved as soon as possible. What we can't guarantee is a resolution time frame.

I hope this helps everyone.

Best wishes,
Matt

Chocolateteapot_2

Thank you Matt @TCB.
I have now managed to "log my ticket"


It is quite frustrating though that I had to come to MSE website to make any kind of contact with someone at TCB.
I really think you should make it a little easier to email the company.


Anyhow, Thank you for your assistance.


Best Regards.

B_M

TopCashBack_Company_Representative wrote: »

@Al Ross and @B_M - Following your further concerns I will ask our team to look into it. I would advise you and other members to lodge a claim if this hasn't tracked as this is the only way we can query a transaction individually.

Claimed lodged very quickly after the obvious problem Matt, that's down to experience I suppose.
Again, when you see the 'exclusive' tag attached to a TCB promotion, you tend to know what to expect. No disappointment this time.
I'm looking forward to your next update, but perhaps have a chat with the Affiliate Network? It all went a bit Pete Tong to put it mildly.
Whatever happens, if this goes wrong, I'll be challenging direct with the merchant and further if needed. Same with SSE and anything else that goes wrong! I want what's promoted and nothing less.

B_M

ctdctd wrote: »

Hi TCB,

This is a long term issue for me - Expedia and Ebookers don't track - others such as eBay, Holland & Barrett, Trainline, Screwfix & Travelodge track fine
.
I have to put a manual claim in for Expedia or Ebookers every time - TCB history shows I have clicked on the site OK.

Any ideas why these two sites don't track?

Have a look at earnaway, run by Quidco.
I've been using them for travel deals and they run some excellent promotions. I've never had a tracking issue there.
https://www.earnaway.com/home

TopCashBack_Company_Representative

Hi all!

@Chocolateteapot- I can only apologise for any inconvenience that this may have caused you. We do try to make it as easy as possible for our members to contact us through the website support ticket option but I am pleased to see that Matt has now been able to help you with this issue so far.

@ B_M- I can see that Matt has mentioned that he will get this investigated further but please be assured that if you have lodged a Missing Cashback Claim for this transaction then our Claims team will also do all they can to chase up this amount for you. We will need to allow some time for this to be looked in to however and you will be kept updated with any news or progress on this along the way.

Kind regards,
Katie