Topcashback Questions & Answers

TopCashBack_Company_Representative

Hey B_M -

We don't expect things to track incorrectly and so if the transaction tracks as expected and like it does in the majority of cases, it wont be paid in installments as it would paid all in one lump sum.

However, as you had to lodge the claim, you've been paid some of the cashback sooner than if it all tracked correctly. In the future, if you wish your cashback to progress at the same speed in the future please do let the team know as I am sure they will be able to only make the claim transaction payable for you when the original amount goes to payable.

We would just much rather pay you as soon as we are paid by the merchant, even if this means the claim amount is made payable sooner than the original tracked amount.

Best wishes,
Matt

Terry98

This is just a heads up for everyone using Topcashback.

I bought something from https://www.topcashback.co.uk/sleepy-people/ yesterday and missed the extra voucher code because I pressed the 'Read More' link.

Extra Voucher Codes must be relatively new but if you cannot see them because you are reading the cashback terms it's a bit pointless. Or perhaps I should have been more observant before I read the terms!

B_M

TopCashBack_Company_Representative wrote: »

Hey B_M -

We don't expect things to track incorrectly and so if the transaction tracks as expected and like it does in the majority of cases, it wont be paid in installments as it would paid all in one lump sum.

You may not expect transactions to track wrong, but let's take that as media hype. My experience and that of other (including TCB media pages) is that tracking wrongly, and always short is fairly normal.

I still can't see anywhere where it states I'd be paid in installments?
I believe it should be paid in one transaction and believe it (or not), but the tracked part hasn't even gone to confirmed!
I'll resolve this myself next week, if TCB can't (or find it too difficult).

Terry98 wrote: »

Extra Voucher Codes must be relatively new but if you cannot see them because you are reading the cashback terms it's a bit pointless. Or perhaps I should have been more observant before I read the terms!

Discount codes along with cashback have been around for ages, but you do need to scroll down to see them. They could and should be more visible.
Be careful though, as often, when you use a code, the cashback tracks short. Hotelopia and Hoppa are two examples I've had problems with.

Others, it may be better to forfeit the cashback and use a higher value code found elsewhere (check major code sites like vouchercloud).
Venere is a classic example as usually you can obtain a 15% discount code and that's instant. No messing about waiting to see if your cashback will be paid, declined, or even 'shared' (rolls eyes).
Travelodge is another example, 25% off code available right now.
Many, many more companies are now offering discount codes. I prefer this option, because it's instant.

youngretired

Hi Matt


Back in June you tried to help my sister regarding a declined Barclaycard transaction that she took out in January 2016 for a 20 month transfer deal. The tracked transaction changed on her TCB account from the 20 month deal to a 25 month deal during April (which she had raised a support ticket asking why and was assured that this wouldn't affect her TCB) and then it got declined. No surprise considering she hadn't taken out a 25 month Barclaycard deal!


After a lot of forward and backing with the Support team and Claims team they finally admitted that there had been an error on the TCB website resulting in the original tracked transactions all being changed. Hence from reading reviews quite a lot of Barclaycard transactions in January were declined.


The Claim team would therefore submit her claim but still under the 25 month deal, though apparently it is noted that she took out the 20 month deal on the submitted paperwork! It has now been over 4 months since being submitted and she has sent a number of nudges and has not had any further correspondence from TCB, all it states on status is "under review".


I know from my own past experiences with claims that the customer's do not hear anything for ages even when evidence is supplied to TCB or it is a straight forward transaction. Can you therefore please look into this and provide proper information and not just a template response as the fault on this declined transaction is purely down to TCB changing the tracked transactions and therefore TCB should take responsibility.


Regards

TopCashBack_Company_Representative

Hey everyone,

@Terry98 reading the terms shouldn't prevent you from acessing the voucher. I'm more than happy to investigate your concerns if you could email me at mse@topcashback.co.uk with screenshots of this occuring.

@youngretired - I would be more than happy to take a closer look into your Sister's claim for her and the circumstances around it. Please ask her to email me at mse@topcashback.co.uk so I can take a look into this as much as I can.

@B_M - In line with paying you 100% of what we're paid, when we're paid we'll track and progress transactions when we get them from the network. I have offered you a one off alternative, to combine the transactions and progress it at the same speed of the original transaction. This is not something we'd do on a regular basis as we pay members when we are paid and not keep them waiting.

To make this clear, transactions from time to time track incorrectly, somethimes down to the merchant reporting, sometimes it's down to the network not having the system set up correctly and yes in rare cases it's down to the cashback site. However, if it's down to the cashback site this is remedied without the claims process. It's dealt with completly internally. You experincing more incorrect transactions on TopCashback could be down to anything and not necessarily using us.

To make sure this is abolsutely clear, TopCashback will not fund a downfall if a transactions doesn't track at the expected rate. If possible and if the member lodges a claim we will query it. If it's succesful, in most cases it will be paid sepertaly rather than update the already tracking transaction.

To put a different spin on things, would you prefer we didn't do this and keep you original transaction in limbo until a claim is resolved? Sometimes a claim can take longer than the original amount to progress. We wont be doing this as we pay our members once we are paid.

TopCashback will pay you 100% of what it is paid in commission and when it is paid. This is our model and this is how we intend to remain. It's your decision whether you want to click through our site and earn the cashback. However, we're not going to be changing this model for particular members and that I can assure you. There are some things TopCashback can change but what it can't change is the entire commission earning process.

Best wishes,
Matt

B_M

@TCB Matt - I'll take my 'one off' chance with the merchant.
As tracking short is 'rarely' a TCB issue, then the likelihood is it's an Affiliate Network error or merchant error.

I've had an update from Sarah today and raises concerns:-

As the transaction for £42.00 is currently in your account at pending, we feel it would be best for this to be monitored, incase there is a risk of this going onto be declined at any time. If this is the case, please do get back in touch with us and we will be more than happy to investigate this further for you.

Hopefully as SSE state in their complaints procedure, they'll try and resolve things immediately.

We’ll try to sort things out immediately, or give you an estimate of how long it will take and keep you informed of progress. You can also ask to speak to a manager.

https://sse.co.uk/help/phone-and-broadband/making-a-complaint-phone#item1

If they don't, then there's the Ombudsman route.

Terry98

TopCashBack_Company_Representative wrote: »

@Terry98 reading the terms shouldn't prevent you from acessing the voucher. I'm more than happy to investigate your concerns if you could email me at mse@topcashback.co.uk with screenshots of this occuring.
Matt

Hi Matt

I have emailed you screenshots explaining the problem.

Bougainvillea

TopCashBack_Company_Representative wrote: »

Hello everyone,
Hope you’re all well!

@jasonwatkins – No problems at all, I am happy I could help you out!

@BristolLeedsFan – While, the information you have provided is not accurate in regards to personal information about our Staff Members I do believe MSE detail guidelines regarding personal information about anyone.

@Bougainvillea - I am sorry to hear this merchant hasn’t progress the commission payment so we haven’t been able to progress your cashback. As you have likely noticed, the Co-Op Car Insurance cashback programme has ended. This does mean the network don’t have as close a relationship with the merchant than they once did. However, they and we will be aware that transactions are outstanding. We have a dedicated team who ensure the network are chasing up un progressed cashback in order to ensure payment speed is as efficient as possible.

With a network working with a lot of merchants, it’s not feasible for them to resolve everything at the same time but as soon as progress has been made and TopCashback have had information about your transaction we’ll be sure to update the transaction for you. While we are unable to progress transactions we haven’t been paid for yet, I can assure you it will be resolved as promptly as possible.

@B_M – When you click through from any online site you get an electronic trace. As you’ll often see me describe, these are cookies. Therefore, it’s important to clear then, if you don’t you can have many traces to the purchase you made and this is when the commission gets credited to someone else or even shared between different sources.

When you lodge a claim, you agree to the information we have provided about the Claims process. This explains timeframes. If TopCashback has not been responded to with your query, we’re not able to provide you with a final outcome.

I hope this helps everyone.

Best wishes,
Matt

Matt - my Coop car insurance was paid today - thanks for your help

jomo1962

Hi
I did a lot of 'clicking' on Topcashback around the 29 Sept-1 Oct which resulted in the purchase of 4 policies at British Gas Homecare. These have tracked at 0.
I submitted a support ticket and got the reply to lodge an incorrectly tracked cashback claim.
I have tried to lodge an incorrectly tracked cashback claim but get the message no clicks recorded on that date. I would love a real person from Topcashback to look into this for me?
Many thanks in advance.

littlereddevil

My last 2 Marks and Spencer transactions haven't tracked