Topcashback Questions & Answers

TopCashBack_Company_Representative

Morning Everyone,

I hope you had a nice weekend.

@B_M - Unfortunately we had two issues that overlapped and while one was being dealt with the duplicate tracking, the other one went slightly under the radar. However, as soon as this was noticed we investigated and I do believe this has been resolved for you. I'm sorry for any frustration this caused.

@Al Ross - It's great to hear your transaction has now been successful

@Irenejanine - I will reply to your email as soon as I can and will help you as much as I can

@mamabuddah - I am still receiving regular updates from our Claims Team about Argos. I do apologise about the time taken with this which was down to the complexity of the issue at hand.

@legendkiller2k8 -Members normally get told this if the merchant believes we are acting as a 3rd party seller which is not what cashback sites are. All they do is offer the commission they are paid for referring you to make a purchase.

I hope this helps everyone.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@legendkiller2k8 -Members normally get told this if the merchant believes we are acting as a 3rd party seller which is not what cashback sites are. All they do is offer the commission they are paid for referring you to make a purchase.

And the association is they (merchants) offer the commission to TCB, not the members. Via an Affiliate Network of course.
TCB's association with their members is that TCB offers the commission to them.
It's really up to TCB to ensure they receive the commission to pass on, even if that means taking legal action.
Others have taken legal action against TCB and won, a recent alleged case re SKY was won and TCB have been reported as not even attending! Why force your members hand and why didn't you challenge this?
Decent merchants will intervene and resolve issues, but some sadly do need a fight.
I have SSE that's tracked wrongly and I've already made my mind up where I'll be taking that. I hope I don't have to, but that's up to TCB obtaining and / or paying the promoted 'exclusive' rate. £31.50 short as it stands.

legendkiller2k8

TopCashBack_Company_Representative wrote: »

Morning Everyone,

I hope you had a nice weekend.

@B_M - Unfortunately we had two issues that overlapped and while one was being dealt with the duplicate tracking, the other one went slightly under the radar. However, as soon as this was noticed we investigated and I do believe this has been resolved for you. I'm sorry for any frustration this caused.

@Al Ross - It's great to hear your transaction has now been successful

@Irenejanine - I will reply to your email as soon as I can and will help you as much as I can

@mamabuddah - I am still receiving regular updates from our Claims Team about Argos. I do apologise about the time taken with this which was down to the complexity of the issue at hand.

@legendkiller2k8 -Members normally get told this if the merchant believes we are acting as a 3rd party seller which is not what cashback sites are. All they do is offer the commission they are paid for referring you to make a purchase.

I hope this helps everyone.

Best wishes,
Matt

Well they seemed very clued up on it all and i think my past court victory proves that cashback is classed as a incentive and must be honored.
TCB i feel need to do more to protect their members against none paying merchants.

faddy

Recently took out a 3 Mobile SIM only contract. It tracked correctly at £110, but is now showing as payable at £0. Others on HUKD are reporting the same thing. Can you investigate please?

mamabuddah

@matt, well it's all happened today, got an email from CS at TCB, telling me that a cashback claim had been updated. The wording looked a bit strange however it was " an offer " now I don't recall seeing that wording in the past so I'm not sure if ARGOS eventually paid up or if TCB were doing right by their customers, I'll leave that for everyone to ponder, or if Matt wants to comment.

Eventual result....but an awful long time to sort out.

Irenejanine

Thanks, Matt for your email. It looks like it has been credited again now. Thanks for looking into it for me. Irene

legendkiller2k8

Something has finally moved on my account talktalk declined, this is however correct as i cancelled the talktalk order but it's the first movement on anything for a very long time.
Hoping my BT moves to confirmed or payable soon as gets connected today as got out of sse contract due to reasons not associated with cashback, we'll see if BT gets paid or not, i know BT are very good so if it declines i'll know it is 100% TCB.

TopCashBack_Company_Representative

Hi Everyone,

@B_M - As I am sure you can understand, as the issue you have mentioned is not your own and also don’t have any information regarding it it’s not something I’m able to comment on. It’s also certainly not right for myself or anyone at TopCashback to comment on another member’s cashback, communication or transactions.
With SSE, I hope it’s not too long before our team hear back with hopefully a positive resolution. If not, they’ll be able to explain why we have not been awarded the full amount of commission.

@legendkiller2k8 – We’re always looking at ways to improve the cashback process, whether that’s just for our members or industry wide. Of course, with merchants who abuse affiliate marketing will be and are removed. It’s been mentioned on the thread before where we have removed a merchant while others have kept them on their site. Of course, decisions like this are never taken likely as we have to ensure it is abuse and look at the wider picture of the merchant.

Even large merchants won’t pay all cashback transactions if they can see a transaction doesn’t fulfil the commission criteria. There can be varied reasons for it happening, with your contract only moving over today it may be a little while until the transaction starts to progress as the validation period only starts from that date.

@faddy – Cashback earned through this merchant can track lower than expected but should correct when it gets validated. However, I have noticed some of these are either tracking at £0 or marked as payable at £0. I’ve got the team who work with the merchants on to this to investigate, but in the meantime I will advise you to lodge a claim.

@mamabuddah – Without seeing the claim in question I can’t be 100% sure. However, normally it is made clear whether or not the network / merchant has approved the cashback or if this has been something we have been able to push through ourselves. If you could send me a message to mse@topcashback.co.uk I can certainly take a closer look for you. Either way, I am glad this has been resolved for you.

@Irenejanine – No worries at all, I did reply to your email explaining what had happened and so hopefully that helped

I hope this helps everyone.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - As I am sure you can understand, as the issue you have mentioned is not your own and also don’t have any information regarding it it’s not something I’m able to comment on. It’s also certainly not right for myself or anyone at TopCashback to comment on another member’s cashback, communication or transactions.
With SSE, I hope it’s not too long before our team hear back with hopefully a positive resolution. If not, they’ll be able to explain why we have not been awarded the full amount of commission.

If I don't get awarded the full commission of £73.50 within the 4 months, or if it's declined or paid short, I'll be taking action. Various ways to do it, but as stated, I already know my route.
Not a threat in any sense, just that you can only be messed about so many times.
If TCB really can't resolve an issue within four months, that tells all you need to know.
I'd actually prefer a rapid decline to be honest.

re Sky, I hope the guy pops in here with a full update. A 'Matt' did actually comment on Facebook. Was that you? I don't want to discuss someone's issues, just would like confirmation that TCB didn't even turn up in court.

I hope that helps.

B_M

Pateo

Just to let you know that we've submitted your missing cashback claim to The National Lottery.

You don't need to do anything at this point, but you can view your claim to check the status and for more information.
.
Now we have submitted your claim, we have to wait for a response from the retailer. This may take 2 – 3 months, but please be assured we will be in touch as soon as we have an update.
!!!!!!, Just because tcb effing messed up!