Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi Everyone,

Great British Bake Off tonight everyone, I hope you’re all excited (Those of you who watch it)

@mr97 – I believe I have replied to your message yesterday and I do hope we can get this speedily resolved for you.

@2010 – As other members have pointed out we do have this on site.
Whilst this matter is covered in a couple of areas on site I can include a section below which may help:
‘Whilst we will endeavour to recover non-payouts from the retailer, the decision of ourselves, the retailer or retailer’s tracking agent is final. Whilst we will try and recover missing cashback, at any point we reserve the right not to chase missing cashback claims, particularly where no purchase has been made.’

@mamabuddah – 42 days is the period we do have set up, but the team are going to check over this to make sure it’s still accurate and relevant.

@rich_shot2003 – As previously explained on the thread the advert doesn’t really say much in the way of exactly how cashback is earned or the ins and outs of earning cashback. It’s similar to other adverts, who won’t go in to the ins and outs on what may or may not happen
.
@steve1500 – The transactions for these will appear within the next 24 hours if they haven’t done so already. As you say these are teething problems as we implement a brand new system.

If you scan all the barcodes you need and then click on snap receipt one of the offers it will allow you to tick the offers you wish to redeem on that receipt.

There’s lots more active discussion going on but if you have any particular questions please let me know either on this thread or via an email and I will be happy to help.

Best wishes,
Matt
:santa2:

B_M

TopCashBack_Company_Representative wrote: »

@2010 – As other members have pointed out we do have this on site.
Whilst this matter is covered in a couple of areas on site I can include a section below which may help:
‘Whilst we will endeavour to recover non-payouts from the retailer, the decision of ourselves, the retailer or retailer’s tracking agent is final. Whilst we will try and recover missing cashback, at any point we reserve the right not to chase missing cashback claims, particularly where no purchase has been made.’

Final? What do you mean Matt?
You avoided, not surprisingly, my request for you to reveal ALL options available to members to pursue claims, especially the financial ones. Why did you skip that?
You should actually advise on the merchants page of the Financial Ombudsman route for disputes. But, there is a reason for that.

Enjoy the bake off and stick to running competitions.
As someone employed to deal with customer issues you are a disgrace and well out of your depth.

swinstan

Hi,

I've got an ongoing dispute with Topcashback over a purchase from Currys. Currys are saying there was no purchase via TCB and although I can prove the on line purchase (Credit card receipt), I can't prove myself that it was through TCB. TCB are still pursuing this with Currys but does anyone know what will happen if they refuse to acknowledge the purchase and pay the cashback? At over £70, it's not a negligible amount. Thanks for any help.

2010

TopCashBack_Company_Representative wrote: »

@2010 – As other members have pointed out we do have this on site.
Whilst this matter is covered in a couple of areas on site I can include a section below which may help:
‘Whilst we will endeavour to recover non-payouts from the retailer, the decision of ourselves, the retailer or retailer’s tracking agent is final. Whilst we will try and recover missing cashback, at any point we reserve the right not to chase missing cashback claims, particularly where no purchase has been made.’
Best wishes,
Matt
:santa2:

What`s that answer got to do about making it crystal clear on TCB site about cashback not being guaranteed?

Why are TCB not making it clear on it`s home page or the About Cashback link?

Why is it buried somewhere in the merchants page (according to AD)
Why is it not mentioned in your own T&C:

https://www.topcashback.co.uk/Terms

mr97

Matt
Thank you, for your assistance regarding the issues I was experiencing with my 'payout' (Amazon voucher) from TCB.

TopCashBack_Company_Representative

Hi everyone,

@B_M - If you could get in touch with our team on either a support ticket or the MSE email (mse@topcashback.co.uk), we would be happy to look more in detail to your queries regarding financial claim routes.


@swinstan - I am sorry to hear this and we would be happy to take a look and see what we can find out for you, so that we can do this though could you pop in an email to us at mse@topcashback.co.uk, be sure to include your transaction date and also either your TopCashback email or username. We look forward to hearing from you!

@2010 - As has been explained several times, it is noted on multiple pages the fact that cashback is not guaranteed, we will always do what we can to ensure you receive the expected amount but as we do rely on receiving this from the merchant via their network before we can pass this on to you, then a guarantee on this is not possible to provide but is listed within our terms and conditions on site. Looking at other sites for varying products, I can see that any of the main terms are not listed on the homepage and are generally found within separate terms and conditions section.

@mr97 - It is great to hear that Matt has been of help and I will be sure to pass your thanks over to him for you! Don't hesitate to get back in touch if there is anything further that we can do to assist at all!

Have a lovely evening everyone!

Best wishes,
Samantha

2010

TopCashBack_Company_Representative wrote: »

Hi everyone,
@2010 - As has been explained several times, it is noted on multiple pages the fact that cashback is not guaranteed,
Best wishes,
Samantha

You keep saying it`s in the T&C but it`s not.

Show me exactly where it is, what paragraph and line.

https://www.topcashback.co.uk/Terms

onejontwo

To the TCB rep. Is there a problem with your site at the moment as I have a problem with my account suddenly requiring account authentication even though I have been a member for many years and regularly access my account. I have clicked on the link to send an authentication e-mail to my e-mail address but this I have not received after trying several times. I have raised a support ticket but as of yet no reply, so I would be grateful if you could shed some light on this please.

TopCashBack_Company_Representative

Hi Everyone,

Happy Fri-yay!

@Vanished - Pending means the transaction has tracked by as of yet hasn't been validated by the merchant. Therefore, it's not yet known whether the merchant believes we're eligible for the purchase.

If you click on your account and then click on 'earnings' followed by the '+' next to the transaction it will show you the estimated time frame within which we would expect your transaction to progress within. If this has passes by 6 weeks or more please do email me at mse@topcashback.co.uk so I can take a look and offer some insight into this.

@onejontwo - Our system will ask for re-authentication if it has an issue sending an email to your account. If you could email me at mse@topcashback.co.uk I will be able to look into this matter and resolve it for you.

@2010 - With the terms and conditions of the site having to cover every aspect of the site it wouldn't make sense for us to have different statements that can be combined into one.

However, the note I have previously copied explains that the merchant and their network make the final decision and this does go for cashback eligibility. You agreed to this by signing up to our site.

In addition to this, to ensure it is as clear as possible to members there is the note on every merchant page within the merchant terms and conditions that explains that purchase decisions should not be based on expected cashback amount. This is something you agree to when clicking from our site and purchasing from a merchant.

What I can't do is force you to read these statements. However, over the course of many posts I believe we have made it clear that cashback is not guaranteed. It is therefore at your personal discretion whether now this has been explained further you wish to make a purchase, after clicking through TopCashback..

Best wishes,
Matt

isleofdogs

In March 2016 I booked 2 Hilton hotels stays - been a TCB member for a while but had not tried it out, so thought I would do this to see how the cashback would work before doing more.

I stayed at these 2 Hilton hotels months ago, to date (October 2016) - amount earned shown to be around £16, but no confirmation, still shown as pending. Should it take this long for the payout?

Am disappointed and reluctant to do any more transaction, based on this very poor experience.

Can Matt, TCB representative here help, please?