Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi Everyone,

@Terry98 - Thanks for that, I shall take a look and reply back shortly.

@Bougainvillea - That is fantastic news! I am glad we could get this cashback to you and I hope you enjoy spending the cashback earned.

@jomo1962 - I am more than happy to take a closer look into this for you. Can you email me your email at mse@topcashback.co.uk so I can take a look?

@littlereddevil - I would advise you to lodge a claim for these so we can query the transactions. If you're not already doing this before you're purchasing, clearing cookies and cache should help prevent transaction from going untracked.

Best wishes,
Matt

neas

of late TCB has been pretty poor.

Rejected two Amex Applications even though I'm holding the cards now.

Now you cant get the payout in Tesco Clubcard points I'm moving to quidco.

B_M

neas wrote: »

of late TCB has been pretty poor.

Rejected two Amex Applications even though I'm holding the cards now.

Now you cant get the payout in Tesco Clubcard points I'm moving to quidco.

Rejected? Do you mean declined cashback?
If declined and you have done everything correct (nothing unauthorised), then easy to resolve and Amex are actually very good with customer service.
Matt will hopefully give ALL options available to you right here on MSE to advise you how to obtain what could be mis-selling of a financial product. Or, will he avoid the options?
Assuming all was done correctly, you WILL receive your cashback and that's regardless of 'cookies'.
Please report back once you have been paid.

steve1500

Snap & Save on strike again. Not allowing to scan bar codes.

Where it is supposed to say the merchants name just showing null

TopCashBack_Company_Representative

Hey everyone,

If you haven't seen it already, you may want to keep an extra eye out for some Hummingbirds which are on the loose!

@neas - Declined cashback is not always down to cancelling an order. It can be down to another commission source being paid, for example. Do you mind emailing me at mse@topcashback.co.uk so I can take a closer look into this for you?

@steve1500 - We are asking the provider of the Groceries platform to resolve this as soon as possible. We are expecting them to resolve this before the end of the current offer period.

@B_M - I will always give all official ways of querying the cashback. Asking a website to pay a commission source the commission it's not eligible for that you have come to expect is not something we would advise and the reason is that the we're not eligible for it.

If merchants had to start double paying every transaction made through them, which is what you are asking for when a transaction is not paid due to not being the last referrer, you'll soon see those merchants start to question offering commission.

For what cashback sites do and do not do I would strongly advise this article written by MSE, it's very insightful and explains the process very well : http://www.moneysavingexpert.com/shopping/cashback-websites

Regards,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - I will always give all official ways of querying the cashback. Asking a website to pay a commission source the commission it's not eligible for that you have come to expect is not something we would advise and the reason is that the we're not eligible for it.

If merchants had to start double paying every transaction made through them, which is what you are asking for when a transaction is not paid due to not being the last referrer, you'll soon see those merchants start to question offering commission.

For what cashback sites do and do not do I would strongly advise this article written by MSE, it's very insightful and explains the process very well : http://www.moneysavingexpert.com/shopping/cashback-websites

I strongly advise that you get guidance from the FCA and FOS. MSE offers their view, but it's only a view and they are not a regulatory body.
You've missed out the 'proper' route to take when there is a chance that someone may have been mis-sold a financial product.

1 - contact the cashback site and ask them to confirm they haven't received and are not holding on to your promoted cashback.
Once confirmed then, step 2.

2 - report the cashback site and merchant to the FCA and to the FOS. Advise the FOS you may have been mis-sold a financial product, due to the non-payment of promoted cashback for taking their product.
Ask the FOS for a case reference number (in case you have to contact them further and to advise the merchant).

3 - contact the merchant and advise you wish to make a complaint. It must be a complaint and could simply go along the lines of 'mis-sold financial product due to the non-payment of promoted cashback via their agent'. Advise the merchant that you have contacted the FOS and have a case reference number.

The merchant then has up to eight weeks to investigate your complaint and either resolve or dismiss your complaint. If they dismiss, then they will supply a 'deadlock letter' and information (usually via a leaflet) on how to pursue your claim via the FOS. That's when you need to take step 4.

4 - contact the FOS again and advise of your deadlock letter and if you want to pass on your complaint for them to take on, they will forward a form you will need to fill in, sign and forward any 'evidence' (promotion offer, screenshots, copy of correspondence (including notes from cashback site) etc.
The other option and quicker (usually) would be to start a small claim (via Moneyclaim Online) against the cashback site. This has been advised by the FOS as the best option if the financial merchant hasn't resolved matter (they usually do).

Cashback sites are classed as an Appointed Representatives (AR).

This is a firm or individual that can act on behalf of another firm (its principal) that is authorised in the UK or regulated in another EEA country. The principal is responsible for the appointed representative's activities

https://register.fca.org.uk/ShPo_firmdetailsPage?id=001b000000MgCI0AAN

.
When you make a financial transaction via a cashback site, there will be an electronic trace. This will easily identify where you clicked from to make the purchase / take out a product. The electronic trace will be date and time stamped.

Matt could have advised on this, rather than post a link to a non-regulatory body. Again, he avoided assisting a TCB member, hence the member could lose out.

Who's advice would you take? That of a non-regulatory body, or views of cashback sites or a money-saving forum? It's not rocket-science.

TopCashBack_Company_Representative

Hey @B_M,

As explained in a previous post to you last week, there are some elements of the cashback process that TopCashback can't control. You agree to terms of a website when you join.

I would kindly ask you allow us to give members on this TopCashback Question and Answer thread the correct information, in line with cashback terms and conditions.

While we respect your views and frustrations with the overall cash back earning process for 100% cashback sites, please allow us to continue to help our members on this thread which is why this thread was created.

Regards,
Matt

steve1500

Snap & save app still bust

Lorian

I've initiated a duel fuel switch with energyonline through topcashback (about 2 weeks ago) and the claim has already been declined.

When I go to submit a claim (for incorrectly declines) it says I cant because it can't find a click on the day in question. I feel cheated!

TopCashBack_Company_Representative

Hey everyone,

@Steve1500 - Do you mind emailing me at mse@topcashback.co.uk so I can speak with our Groceries Team abvout this?

@Lorian - Can you also drop me an email so I can take a look into your clicks and see what is happening?

Many thanks,
Matt