Topcashback Questions & Answers

TopCashBack_Company_Representative

Hey everyone,

I hope you are all well.

@bartman - I understand how it may look if the lower value transactions are successful but the larger ones aren't always. It's normally because people are much more likely to look for the best deal when looking at their purchases and so cookies can track to their account and they can get paid the commission instead of us. In addition to cookies there are other things like voucher codes that can affect the cashback

If a transaction doesn't track within 7 days I would advise you to lodge a claim for this and we will try our best to get you the cashback you were expecting. We do keep an eye on the merchants on site to ensure they do pay cashback and remove those found to be abusing the cashback earning process.

@thor - We've had some issues with the claims process for this merchant. We're not sure whether this has impacted other commission earning sites but we have been doing a lot of work behind the scenes with the cashback network to reduce the issues and to get the outstanding claims resolved. It shouldn't be long now before the remaining outstanding claims with this merchant are resolved. I understand it's been a frustrating time for those members affected and we have been working solidly to try and make the process much smoother going forward. Unfortunately 'paying out of our pockets' is not the answer. Not only does this not resolve the issue which leads to more members behind affected, it's also not sustainable when you're already paying members more than you are paid in commission.

I do hope this helps you both.

Over the Festive Period we will have a team in and they will do their best to help members on here and via our Tickets as soon as possible. From me, I would like to wish you all a very Happy Christmas and a lovely New Year.

Best wishes,
Matt

bartman

TopCashBack_Company_Representative wrote: »

If a transaction doesn't track within 7 days I would advise you to lodge a claim for this and we will try our best to get you the cashback you were expecting.

As I stated in my post, I have already lodged a claim on 3rd December - no progress since then.

There was no voucher code involved, and although I had looked at bikes on other sites, nobody else was selling the same make or model. In any event I took particular care to clear the cookies before visiting the site and making the purchase.

It would certainly be interesting to find out what correspondence goes between recalcitrant retailers and Topcashback in these situations, and whether they are "struck off".

clare_hancock

I bought car insurance Sept 2015 (no typo) and it was confirmed Aug 2016. no progress to payable though. MANY tickets raised. At a loss abut why confirmed doesn't move to payable....any ideas? It's been 15 months now!!!

whitesatin

The past few transactions I've done, Marks and Spencer, don't seem to have resulted in any cashback being recorded. I don't use any codes or anything that might stop me getting cashback but I am usually buying reduced price items but I don't think this has stopped me getting cashback in the past. As I'm not talking huge amounts, I can't be bothered chasing things up but, instead, I just won't bother trying.

Yorkshire_Pud

Yorkshire_Pud wrote: »

36 weeks waiting so far..................yawn

And yet another week goes by without my Co-op Bank TCB becoming payable after a mere 37 weeks which is 8 weeks later than the already ridiculous 29 week estimate :mad::o:eek::p:cool:

TopCashBack_Company_Representative

Hi all!

I hope you had a lovely Christmas break

@bartman- Claims are submitted in batches every few weeks and you should go on to receive an email once this has been submitted. Over the Christmas and New Year period however you may find that this takes slightly longer than normal due to the bank holidays but these will always go as soon as we can. From here it then takes around 2-3 months for a resolution to be reached and our Claims team will get this information passed over to you as soon as they receive anything further. I appreciate that this may be a longer time frame than expected however so can only apologise if this causes you any frustration.

@clare_hancock & Yorkshire Pud- I am sorry to hear that your Co-Op transactions are not progressing as quickly as expected but I can assure you that we are in contact with the relevant affiliate network about this issue and are doing all we can to recover this for yourselves and other affected members as soon as possible and will continue to do so until a resolution has been reached. Until this time I'm afraid that there is nothing much further that we are able to do to help just yet and as such need to ask you to kindly bear with us as we continue to pursue this.

@whitesatin- Tracking issues can occur on occasion and can be down to the settings on your computer or even possible your browser activity on that day but we do have a Missing Cashback Claims process on site where we would be more than happy to chase up any cashback you may be due should you wish to lodge these for us. We also have a section on tracking and tips for this in our help section which may help going forward so would you kindly be able to check this for us from the page below
https://www.topcashback.co.uk/Help/100

I hope that this all helps a little here but we would be happy to help if there are any further questions or issues.

Many thanks,
Katie

lammy1952

clare

If you still have the details of your purchases the way to go may be by raising a "mis selling of a financial product through an affiliate/marketing agent" case with Financial Ombudsman Service- you can ring them to do this. You will have had to have given the organisation the opportunity to resolve first (Nationwide etc), but once done you will be given a reference number to quote in your next contact.

I have just done this with AA Car Insurance dating back to July 2013, which TCB have not progressed, and after e mail last week to them had a phone call today from CEO office indicating my claim was good and authorised to TCB marked URGENT, also with a promise to monitor the situation. It appears to work and though no money yet I have a great deal more confidence that I will be paid now.

More info on TCB Forum under quite a few threads.

bartman

Lammy,
I'll be interested to hear the outcome of that one, I might have to resort to similar tactics myself eventually.
As far as the company in my case is concerned, I get the impression that it's a small business so it's not a case of the matter being "lost" between various departments, more a case of using TCB as a marketing ploy with no intention of payment. For that reason I still want to know what action TCB takes in such cases, but I think we all know the answer to that.......

isleofdogs

TopCashBack_Company_Representative wrote: »

@isleofdogs - This merchant is one we have asked the cashback network to look into over slow progressing cashback. While we are unable to make direct queries regarding the payment the cashback network can. As soon as any progress is made with these transactions they will start to progress in your account for you. I hope it's not too long until this happens.

Thanks, Matt for your reply. It seems that the Hilton hotels (merchant) is no longer a retailer with topcashback. Based on my experience as a first time user of topcashback (amounts still stuck in pending - months since first purchase) and others who posted here, I don't think I will be using topcashback.

Yorkshire_Pud

Yorkshire_Pud wrote: »

And yet another week goes by without my Co-op Bank TCB becoming payable after a mere 37 weeks which is 8 weeks later than the already ridiculous 29 week estimate :mad::o:eek::p:cool:

Another week passed, followed by yet another week.

38 weeks now no payout.

Happy New Year Co-op Bank accounts.