Topcashback Questions & Answers

legendkiller2k8

Thanks matt that clears things up a lot.

Johnny_Aces

TopcashBack used to be fantastic, but once again another ticket has to be submitted.
They always get sorted in the end, but it is getting tedious now.

Snap & Save after accepting a receipt, decided to decline it days later (after the receipt had been threw away naturally).
Why do they accept and then decline??/

It is so annoying.

B_M

Johnny_Aces wrote: »

TopcashBack used to be fantastic, but once again another ticket has to be submitted.
They always get sorted in the end, but it is getting tedious now.

Snap & Save after accepting a receipt, decided to decline it days later (after the receipt had been threw away naturally).
Why do they accept and then decline??/

It is so annoying.

I agree, TCB were once good, very good. Things have changed over three years (at least) and they are no longer customer focused.
Error, after error, after error! They can be resolved yes, but far quicker if you resolve issues yourself, direct with the merchants, regulatory bodies and Ombudsman services.
TCB are regulated by the FCA, yet there are still many (far too many) waiting for financial issues to be resolved. FCA state all promotions should be paid within four months in this electronic world. Sadly, they will only consider mis-selling after an initial complaint, which, more sadly allows eight extra weeks to investigate a complaint......................... in case of an admin error. :whistle:
Anyone that has had a financial cashback declined or delayed, even quite a while back, you can still go down the mis-selling route.
It is tedious now, or a lot harder work with TCB.

Snap & Save.
Issues for ages and the TCB app is .................. (find a rhyming word).
After an issue with my wife's Snap & Save the other week, we contacted Checkoutoutsmart direct, emailed them a copy of the 'declined' receipt and they accepted it. She was paid for that same receipt. Reason for decline - blurred image! The TCB app was playing up (not responding). Maybe the longer route of scanning and uploading would be more reliable? More work though, but until the TCB tech guys or others come up with a reliable app, the woes will continue. At least with scanning a receipt, you have it saved, in case of disposing / losing.

A few things seems to have been resolved over the weekend, although some posts are still suffering.
If TCB applied both their 'mission statement' and 'fair play policy', it could easily save the suffering.

For those that weren't aware and I bet there are many:
Mission statement '[FONT=&quot]TopCashback's Promises To You'
https://www.topcashback.co.uk/about?cat=Mission

Fair play policy https://www.topcashback.co.uk/about?cat=FairPlay

Now, now, don't laugh as they were utilised once!

But, are they being applied to yourself now?

[FONT=&quot]* I won't even start on the [FONT=&quot]'customer satisfaction' ratings of merchants![/FONT][/FONT]
[/FONT]

TopCashBack_Company_Representative

Hi Everyone,

@B_M - As I am sure you are aware we are unable to treat your transactions any different to others. What I can say is if we are eligible for the full commission rate, this will be passed over to you.

Without particular details of cases from the member I can't help in this matter because as far as I can find out we were not aware of any court case lodged against us. We have asked the individual in question to clarify some details but, haven't received a reply.

@Pateo - All the transactions that were caught up in the tracking issues have been resolved. A claim needs to be lodged for any other transactions that have not tracked by now as it means no transaction has been related back to us for your purchase.

@Johnny Aces - We'll accept all receipts but the publishers of the offer then need to decide whether it meets the criteria. If you could email mse@topcashback.co.uk I will look into your transaction for you and get to the bottom of the decline.

I hope this helps.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

Hi Everyone,

@B_M - As I am sure you are aware we are unable to treat your transactions any different to others. What I can say is if we are eligible for the full commission rate, this will be passed over to you.

Without particular details of cases from the member I can't help in this matter because as far as I can find out we were not aware of any court case lodged against us. We have asked the individual in question to clarify some details but, haven't received a reply.

I don't want to be treated differently. I can and often have, done the work myself to achieve the cashback promoted by TCB. Whether TCB are eligible for the full cashback from the merchant / Affiliate Network is irrelevant to myself, that's a TCB issue and if they are paid short, it's up to them to challenge it. Your association is with your partners. TCB offer members cashback and I fully expect the promoted rate. Nothing more, but definitely nothing less. And in a reasonable time (as per the stats). I don't share my cashback with anyone, but TCB are more than welcome to share their cashback.

Re Alleged Sky court case. Was it you Matt that posted on Facebook regarding this matter?
Again, if true, I hope the individual posts here.

Enjoy the weekend.

woodface7

Could you take a look at why many people's BT full package Bband TV, SIMO, which attracts £215 has been tracking at the rates of BB&TV? This was £160 / £168 at the start of the week, less now.

When one goes through the tedious job of lodging a claim, at the end it tells you BT often tracks wrongly and to only submit after a week!.

There is no mention of this on yourexhaustive BT terms / info page. Mine hasn't lifted five days on.

mhoc

In March I went through Topcashback and bought and paid for Hilton rooms in full which I used in early April 2016. The waiting period for cashback was supposed to be 23 weeks which has long since come and gone.

I was concerned that once we went over a full 6 months it would no longer show on my list of pending items on my account page

I tried to raise as support ticket in the normal way but couldn't but eventually I found another route and this was the reply I go

"I have looked at your Earnings page and the estimated payable date for your cashback on this transaction was the middle of August. As this estimate is based on the previous payment history of the merchant, we normally ask members to allow a further 4 -6 weeks after this estimated date.

Our apologies if you were not aware that we gave estimated dates for payments".

If I wait a further 6 weeks it will then be November and a full 8 months since the stay was completed and the issue of the transaction not showing on my list was not addressed.

A friend who also took their Hilton stays in April was paid out a few weeks ago so it makes no sense I have to wait a further 6 weeks to again try and chase things up

Please can you help

TopCashBack_Company_Representative

Good afternoon everyone,

@BM - We will always raise and follow up any expected cashback amounts have not been received where we can, and should you ever find yourself in a position where this is the case, please let us know and we would be happy to follow this up for you via our channels. Hopefully though these occurrences are few and far between!

Matt does monitor our Facebook page also so it is likely that during the week it will be him that you are speaking to on there.

@woodface7 - I will have a look into this now and if any changes do need to be made, I will be sure to raise this with the relevant department to do. It may be that you only see this uplift once it reaches confirmed status, but again this is something that I will look to get clarified for you now. I will aim to provide you an update on this tomorrow if that is OK?

@mhoc - We do ask that members allow around 4-6 weeks after the estimated payable speed as sometimes, we do experience slight delays in receiving the cashback, I would be happy to take a look at your transaction for you though and see what the situation is here and so that I can do that, would you mind popping an email to me at mse@topcashback.co.uk? If you could be sure to either send this from, or include the email address related to your Topcashback account then I will be able to locate your account easier.

Enjoy the rest of your day!

Best wishes,
Samantha

legendkiller2k8

The large cashback values always get declined yet the little ones that are only a matter of pence get paid sounds like something dodgy is going on, i still believe either TCB or their networks are pocketing peoples cashback.
My BT cashback for £150 surprise surprise got declined so i'll be seeing you in court TCB that's if you turn up.

TopCashBack_Company_Representative

Good afternoon Legendkiller2k8,

I have just responded to your Twitter post also, please do let me assure you that we do not pocket any declined cashback, if a transaction goes on to be declined, then the cashback for this does not go on to be passed forward to us to pass on to you, I am sorry to hear that you feel this could be the case though. Was your transaction made within the last 3 months? If so then we would be able to follow this up for you via a declined cashback claim to see if we can get this decision overturned? Unfortunately though any transactions made over 3 months ago are not able to be accepted for review I'm afraid.

If you do have any further questions at all though then don't hesitate to get back in touch!

Best wishes,
Samantha