Topcashback Questions & Answers

B_M

Thanks Katie and a much more customer friendly response. Hopefully Matt will take more days off!

Seriously though, I will be challenging this if not fully resolved and the more I hear about 'cookies' and being 'our fault', the more I will fight and take you lot on. Sometimes it's better to man up and accept there was an issue, an obvious one with your Lottery promotion, the 'exclusive' one!

Again, for those that want to challenge any decline or non-payment, the Lottery complaints procedure:
https://www.national-lottery.co.uk/contact-us/complaints

Your complaint could go along the lines of failure to pay out on an affiliate marketing promotion via one of your agents.
But, hopefully it won't need to get to that level.

Kim_13

I would like to give some feedback regarding an email I have received.

I received an email with some 'helpful' tips to ensure that cashback tracks, as I've had to submit a couple of missing claims lately. These tips were all things that I've read many times before, as they appear when you are lodging a missing claim. I have followed this advice ever since joining TCB around 2 years ago, so I did find it a little annoying. My recent spike in claims has been due to transactions with The Works, whose cashback has never tracked in any order I have placed with them (now at least 4.) New Look is another retailer whose cashback never seems to track.

It would be good if TCB could look at where the issues are coming from (and whether this fits with an across the board picture) to identify whether it is likely a 'problem' retailer at fault rather than the user.

What annoyed me the most (and my main reason for posting here) was that the email asked for feedback. I clicked the link to give it, thinking I'd highlight persistent issues with tracking with certain retailers (the vast majority of my other purchases have always tracked.) Unfortunately, it then thanks me for marking the email as helpful or something along those lines, which was not what I meant to do. There were no other options to give any further feedback.

Thanks

TopCashBack_Company_Representative

Hi all

As many of you will be aware of, and some have been affected by, there have been a number of National Lottery transactions that have not tracked as we would expect. I appreciate that this has caused a level of concern and frustration amongst our members but I would like to assure you that this is something we have been looking in to and we are doing all we can to get this resolved.
Having been in touch with the agency that helps to run this cashback programme, we have been informed that they are looking to add in a batch of transactions within the coming days and we do hope that this will start to come through as soon as today.
Can I ask if you are kindly able to bear with us as we look to get this fully resolved? We are happy to help with any concerns or questions you may have in the meantime however.

@Kim_13- Firstly can I apologise if this email was frustrating for you to receive. As a long term member I realise that you may be aware of these tracking tips however this email would still go out automatically if you have recently had to submit a number of claims and this may be beneficial for our more recent members that may not be as aware of this. I will take a look in to the automatic 'helpful' marker however to see how this set up and could potentially be changed going forward from here to allow more in depth feedback. This feedback in itself may go on to make a change to this If you do find that you are lodging a number of claims for the same retailer then please can I ask if you can get in touch via the support ticket option on your account? This will then allow our team to look further in to the statistics for this merchant.

Many thanks,
Katie

B_M

Thanks Katie, it does look like someone at least has been looking into this tracking issue. It has tracked in at just under six days for what is usually a very fast tracker, within one hour, and usually almost immediately.
Sadly, it's tracked wrong at £10 instead of the £27 'exclusive' TCB promoted rate. Hopefully, the correct rate will be uplifted very soon.
I hope this is a lesson learnt, especially for your colleague Matt. It never was an issue with our settings, it never was an issue with Matt's favourite, cookies - maybe he dunks too many in his cuppas and it's brainwashing him! It clearly was a tech issue and it was a tech issue right from the start until the end of this 'exclusive' promotion and clearly still is.
Please advise your colleagues to stop treating it's customers with contempt. More importantly, stop placing the blame at your members end. Too many issues with many, many merchants and there is only one common denominator and that's TCB.
It is refreshing though to have a TCB member of staff addressing this forum in the correct manner. Please stay.

EDIT: - the £10 has been uplifted to the correct £27 as per the TCB 'exclusive' rate. Some overtime seems to have been going on with this and a shame TCB couldn't admit the obvious issue initially. They have missed a trick. Customer service is a skill and some just don't have it!

Al_Ross

Well well,after all our moaning the tracking problem has been fixed for me ,pending at £27,as it should have last Friday.

Thanks for admitting a mistake Topcashback

Irenejanine

Hi Matt - have sent you an email as the amount is missing again from my account as it is back down to 10p. Irene

B_M

Irenejanine wrote: »

Hi Matt - have sent you an email as the amount is missing again from my account as it is back down to 10p. Irene

Keep you fingers crossed that Katie pops in tomorrow and takes ownership of your issue and fully resolves it.
Another TCB promotion that's gone wrong! Hard work with this lot!

Irenejanine

Hi there thanks for your comment. My first transaction with them - I was supposed to get 100% back for the pebble phone charger at £9.99 as it was a new customer deal but I was only credited with 10p. They eventually told me the payment had uplifted and was in my account ( and it looked like it was there) so I closed the support tickets and missing claim only to find I was back down to 10p this weekend when I went to order again. It is not a lot of money but it is the principle and I would not have spent £11.98 inc p&p on the item without the promise of a deal. Does not fill me with confidence although the 2nd item seems to have tracked correctly. Irene.

mamabuddah

You shouldn't really make any purchase on the "promise" of CASHBACK, TCB will very quickly tell you this to absolve themselves from the moral and now it would appear, legal responsibilities.
I have been waiting on a confirmed transaction from November 2015 from TCB and ARGOS to be uplifted to the promised/advertised amount, most recent update Matt says it's getting close to be sorted....waits with baited breath....

legendkiller2k8

Interesting what i've been told from a big company who deal with TCB "*The websites are legally responsible for the offers." and this was from very high up in the company CEO level, so basically TCB and others "cashback is not guaranteed" isn't valid it seems.