Topcashback Questions & Answers

mr97

Thanks for the input guys! I agree that their customer service at TCB has nose dived recently. So frustrating when you diligently track purchases; chase up missing?untracked items, wait for months & months and, now they've added another layer of hassle - what appears to be a lottery re. earned payout!
I will pursue this further but this whole cashback thing is getting needlessly time consuming and, bad customer service really annoys the hell out of me & just rubs salt in to the wound. I'm starting to think my peace of mind is worth more than having to deal with TCB who clearly treat customers with contempt.
If they were having technical problems or inundated with complaints - which I can imagine is happening - a simple message to customers on their homepage would help. Just ignoring customers while they still able to actively tout for business is just shocking.

american_dreamer

bristolleedsfan wrote: »

https://en.oxforddictionaries.com/definition/cashback

"a form of incentive offered to buyers of certain products whereby they receive a cash refund after making their purchase"

HTH :cool:

I assumed common sense again that I wasn't stating a literal definition of cashback :wall:

bristolleedsfan

american_dreamer wrote: »

I assumed common sense again that I wasn't stating a literal definition of cashback :wall:

"Literal definition" of cashback as quoted from https://en.oxforddictionaries.com/definition/cashback is correct

Hence when people complain to company direct/initiate small claims court action/money claim online he/she "receives" advertised/promoted cashback.

Key literal word is "receive"

https://www.google.co.uk/search?q=receives&ie=utf-8&oe=utf-8&client=firefox-b-ab&gfe_rd=cr&ei=qd8NWKPNKc3DaJTqs8gB


"Literal definition" of "dreamer"

https://www.google.co.uk/search?q=dreamer+definition&ie=utf-8&oe=utf-8&client=firefox-b-ab&gfe_rd=cr&ei=BuENWIS8JIHEaIGOpogP

Oakdene

Just out of interest I use TCB when I switch broadband suppliers & in the last 8 months I am on my third switch (based on price increases from BT in May & TalkTalk this month). Each time I have successfully claimed CB & to be honest its over £200 including the sky one I am now switching to... Am I in any danger of having this money clawed back? The original CB from BT & TalkTalk has cleared & has been transferred to my bank account.

Shrimply

Dark_Star wrote: »

I am getting this ridiculous drivel more & more frequently to the point where I feel I may as well give up & join Quidco as there never seems to be as many complaints about them.

Exactly, the reasons they give are totally vague and without context. My latest one ( having waited 9 months for a reply) was:

The reason that we have received to support this decision states…

“Correct commission has already been paid”.

I've been paid nothing so how does that make any sense at all?

2010

2010 wrote: »

Here is a good compromise as you don`t seem keen to have the vital information on your home page.

At the very top of the home page there is link a to "About Cashback", where you give plenty of info about how it works etc,etc.,and FAQ but no mention of it not being guaranteed.

When the link is clicked it says the following:

What Is Cashback?

When shopping with a selected merchant, we simply give you back a percentage of your spend once your purchase is confirmed.

Immediately underneath this should be inserted:

Please be aware that cashback is not guaranteed.

Matt, I`m bumping this because I don`t want it lost amongst the other recent posts over the weekend.

hitman08

Is there much difference between Plus membership and Classic membership?

TopCashBack_Company_Representative

Hi everyone,

I will try I make sure I will to everyone but with such a busy forum currently. if I do accidentally miss someone out please let me know or email directly at mse@topcashback.co.uk.

There’s lots of points to cover and I think one post that addresses everyone will help.
Ignoring members of our site is not something we do; however, we also can’t jeopardise the future of the site by guaranteeing cashback rates. If we’re paid we’ll pay our members and if we’re deemed not eligible and this is re-iterated through a claim there is nothing further, we can do.

Making members angry / upset is not something we thrive of, enjoy or financially benefit from. It causes disappointment upset and anger and we understand that. Why would be do this deliberately? No website or company can grow and receive the support of its member base doing this deliberately. If we could guarantee you cashback even if we’re not eligible for it we would be doing just that, but we don’t think it’s worth taking money from eligible transactions to cover this cost. It’s not a radical decision and certainly not an uncommon decision In the world of cashback via affiliate marketing.

What we do, is make sure merchants don’t abuse either us, the affiliate process or our members. We act against merchants who do this and remove them. You’ve probably seen this happen in the past where we have taken the decision, whereas others have decided to keep the merchant on site. Of course, these decisions have to be done on balance and we can’t just act against the wishes of individual members but that’s not to say we’re not listening.

When things don’t go to plan, we get involved, with Co-op we are actively working on this and although don’t have news to share at this point that doesn’t mean we’re not actively pursuing this to get the claims looked at. In our eyes providing bad customer service would be to give in, tell members we are going to close the claims and accept that decision. We have no intentions to do this and will do everything we can to get these considered.

In a similar way, it’s the same with the claims. We believe asking members to wait is better than declining a claim pre-maturely. Within the affiliate industry we’ll never be able to get a 100% claim rate and there are many reasons behind this but we would rather focus on our members and make sure their claim is given the very best chance of success. If you would rather not wait, you’re more than welcome to close the claim but that’s your decision to make as members as not ours. We’ll only ever give up when we know there is no way for us to get the cashback.

On to more the specific queries…

@mr97 – Amazon voucher are processed within a couple of days, if this is not the case it suggests your payment hasn’t been sent and the normal reason is the member hasn’t validated the request. If you have posted on the same support ticket more than once before receiving a response, the wait time will be longer. It’s there because tickets are answered in order of longest time since the last replied late first. If you email me at mse@topcashback.co.uk I can bypass this system for you and get your matter resolved.

@Dark Star – Moving cashback sites won’t stop a cashback site being classed as the last referrer and I would even tell this to a new member who has joined to avoid it after having their cashback declined on another cashback site. However, what we think is the best way forward is to help you reduce the chance of this happening and giving you the best chance of cashback success. Whether this is clearing cookies and cache before logging in or disabling a browser add on that keeps putting cookies on your device, ideally this needs to be got to the bottom of and resolved as this is what will help you in the future.

I hope this helps everyone.
Best wishes,
Matt

martyp

Please can someone help/advise on this.

On the 19th October I went to Direct Line via Topcashback and got a quote. I went through again today and the quote is £14 more than the last so wanted to use the link in the e-mail to retrieve the quote (not a saved quote). I don't know if it would get cashback or if it'd only work if I clicked through and purchased in the same session?

Also, my account keeps saying it's not verified but when I click to send the e-mail I never get it. I've been using topcashback for years and suddenly it's saying this?

2010

2010 wrote: »

Here is a good compromise as you don`t seem keen to have the vital information on your home page.

At the very top of the home page there is link a to "About Cashback", where you give plenty of info about how it works etc,etc.,and FAQ but no mention of it not being guaranteed.

When the link is clicked it says the following:

What Is Cashback?

When shopping with a selected merchant, we simply give you back a percentage of your spend once your purchase is confirmed.

Immediately underneath this should be inserted:

Please be aware that cashback is not guaranteed.

Yesterday in your mass reply, you yet again side-stepped a yes or no answer to the above.
You asked my opinion into how that "cashback is NOT guaranteed" could be made crystal clear and I made a pefectly acceptable suggestion and you never even gave a reply to it.

Are you going to make it absolutely clear either on your home page or the link to "about cashback" that TCB does not guarantee cashback?