Topcashback Questions & Answers

bristolleedsfan

Yorkshire_Pud wrote: »

Yorkshire_Pud wrote: »

I just checked my TCB missing cashback claim log and it has changed from Waiting for Merchant to Waiting for TopCashback.

Matt does this mean TCB has the funds now to pay me!?:)

Interesting because mine still says "Waiting for Merchant"

keiran

Mine still says "Waiting for merchant", but when I click/open up the claim , I get this ( which supposes I'll get it - But obviously I'll wait until the amount becomes payable before closing the claim)

Your recent transactions from The Co-operative Bank - Current Accounts:
Please select one of the following tranactions if they relate to your order, or click the appropriate option to continue with your claim
Merchant Purchase Date Cashback Purchase Amt.
The Co-operative Bank - Current Accounts 09 Apr 2016 105.00 0.00
Close Claim

B_M

TopCashBack_Company_Representative wrote: »

@B_M - with this merchant you will be eligible for the 30% top up once the Highest Cashback Guarantee has been approved.

B_M wrote: »

Busy day? Have you lot been putting up the Xmas decorations?

Thanks for the confirmation Matt. Purchase made via TCB and highest claim in. Tracked fairly quickly.
Same issue with Zalando, even with the 30% top up, Quidco's rate was superior. But, went via TCB and another claim in.

It looks like TCB have reneged on matching and adding the 30% top up as advised and have only matched and added a 5% top up.
@Matt, can you please pass this on and add the correct 30% top up?

I'll advise later and 'hopefully' it was just another admin 'error'!
I even did the calculations for them!

TopCashBack_Company_Representative

Hey,


@keiran – I can confirm this is for New TopCashback Members only.

@ pinkprincess39 - This was a selected member deal if members made an eligible purchase within a specified time period.

@ jenniewb - Can you email me at mse@topcashback.co.uk so I can look into this more closely for you?

@Hannah_17 – Can you delete saved passwords? This should help you out. If you continue to have issues please try another browser.

@ Tarisa – It would seem as though the merchant has yet to pay for the invoice the transaction relates too. If you email me at mse@topcashback.co.uk I can take a much closer look into this for you.

@ B_M – Can you email me at mse@topcashback.co.uk also so I can help you further with this.

I do hope this helps everyone.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@ B_M – Can you email me at [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] also so I can help you further with this.

I've sent an email last night and it would be appreciated if it could be sorted quickly.
Maybe also advise the member of staff where they went wrong and hopefully it won't happen again and will obviously save extra work.

Quidco offer = £50 (SIMO)
TCB offer £30 (plus 30% top up) = £39
Amount claimed - £50 (plus 30% top up) = £65
Amount added - £52.50 (£50 matched plus 5% top up)
Shortfall = £12.50

Similar issue with Zalando!

Hope that helps, please advise the forum on your findings. I'll be away until Sunday, but I'll update then or today, if rapidly resolved.
But, at least TCB state they will correct their mistakes without a claim, although I have submitted a ticket.

TopCashBack_Company_Representative

Hey B_M,

I will reply to your ticket shortly and hopefully get this resolved for you speedily

Best wishes,
Matt

washable

I booked on Hilton back in March and I am still waiting for this to be paid nine months on. I have been in touch with top cash back each month and I am told they are chasing it up. It is not a large amount of money £16.08 so can't understand the hold up.
Thanks

TopCashBack_Company_Representative

Hi washable,

I do understand being asked to bear with us is frustrating. The only reason we are asking for this patience is because we have not been paid your funds and therefore have no funds at this time to pass on to you.

Our Team has spoken to the network in regards to this merchant and the slow progress their cashback transactions are making and we regularly chase this up. This can be difficult as we do not always know the member's stay dates and these can affect the cashback progress.

At the moment we are not sure on what the hold up is with this but as soon as some progress is made we'll be able to progress your transactions for you and other members affected.

Hopefully, it won't be too long now.

Best wishes,
Matt

jamichi1

All is well with your Christmas and Cyberweek promotions but shouldn't you really focusing on offering good customer service?

I had a claim submitted in September for a declined Argus Car Hire transaction. This was accepted relatively quickly and moved to confirmed soon afterwards. At this stage someone would have expected for this to be moved to payable, soon afterwards.

But not in Topcashback. Instead this was declined again - just before it was due to become payable. Trying to liaise with Topcashback CS has been (once again) futile. They have tried to convince me that "a search engine or the use of a voucher or promo code, has become linked to this transaction and been recognised as the last referrer instead of Topcashback". No real explanation as of why this tracked initially or as of why it was accepted/confirmed afterwards. And obviously no explanation as of how "this separate entity" and "code" managed to break as an inbetweener when I had my cookies cleared and how the two could be combined (e.g. tracked well originally with the "separate entity").

TopCashBack_Company_Representative

Hi jamichi1,

I am sorry you feel let down by this experience. Some merchants won't look into a claim until the validation period has taken place and in that case, the claim is originally put on ice. This does prevent claims being approved and declined later down the line. However, this isn't the process with some merchants.

A transaction can track to multiple different referrers and then validates only one of these and the rest get later declined. If it's a voucher code that was used this wouldn't need to initially track back to then as the merchant and network would see one of their voucher codes were used and they need to be paid the commission.

I'll happily take a closer look into this for you, but in order for me to do this I will need you to drop me an email at mse@topcashback.co.uk

Many thanks,
Matt