Topcashback Questions & Answers

Justice13075

Welcome to the club

2010

Yorkshire_Pud wrote: »

41 weeks now and still not Payable.

Check every day, write on here, send support tickets and missing cashback claims and nothing doing (or should I say doing nothing).

Just read posts 3017/3018 and DO IT.;)

Yorkshire_Pud

2010 wrote: »

Personally I think it`s a complete waste of time emailing the likes of O.Ragg (MD) except for one time to use as evidence that you have tried everything possible to try to settle what TCB owe you.
Communicating on here with lip-service Matt is not the way to get what`s owed.
Communicate through their support ticket system and gather the evidence there.
Then you have shown that you`ve tried your best to get a settlement.

Once the proof is gathered, send a letter of intent to TCB postal address, giving them 28 days to respond.
If after the 28 days the issue is still not resolved send them a money claim online summons. (old small claims).

I can assure you that they will respond to that.

What this one, page 151!?

OK cheers:T

kimcoates

Well where to start. How about.

1. The dropdown menu for reviews. Change it from 5 star reviews to Date:Newest first. You are not providing a true reflection of your members views on companies. Lets take for example Asda or Expedia. You would think looking at their reviews they are wonderful and never a complaint. Change it to Date:Newest first and you see they have more 1 star than 5 star. Very dishonest of you.

2. Asda. Why do you carry this merchant. Look at the amount of unhappy reviews they have. My personal experience has been very poor. 4 of the office staff - completely new to Top Cashback - wanted to place Asda orders and I watched them do it at home to make sure they did it right.
The order was processed.
Click and Collect no problem.
Cashback - 3 out of the 4 were rejected.
Why? No one will tell.
Why was one processed correctly? Who knows - cookies and fresh browsers.
Does anyone give a toss? It would appear not.
Have you lost 5 potential future customers - definately.
Are they going to be speaking to their friends about the great experiences - what do you think.

Looks like affiliate window dont care either.
Details what is needed for a correct cashback payment. Yet, they decline so many.

Sort yourselves out. You used to be good with some level of customer support. Since moving to Stafford, it has gone downhill even faster.

cm7

TopCashBack_Company_Representative wrote: »

@ cm7 – I am sorry you don’t agree with the concept of commission sites opening up and giving away the commission they earn as cashback.

Ratings are displayed newest first for a few key reasons, the main one being members tend not to write positive reviews even if they have a great cashback experience. We’re working on this to try and involve all members no matter what their cashback experience was. If this ever happens we can perhaps looks at showing reviews ‘most recent first’

Where did I say I didn't agree with the concept? What would be appreciated is some transparency. You say cashback isn't guaranteed, your hands are tied regarding payments dates etc. That's fine if stated unambiguously upfront. Yet your site is designed to ensure customers that their cashback will be paid quickly. Take a look at the following screenshot (taken today)



I used this as a guide when signing up. It clearly gives the impression that 99.82% are paid on time (what else can "satisfied" mean in this context?).

The same page shows that the last transactions paid were from October. Mine are into their 10th week and others will be 12 weeks+. Yet there was an enhanced offer on this merchant yesterday - anyone signing up will be disappointed.

It's true that by showing accurate figures you'll get less sign-ups but that's why so many people get annoyed. You regularly choose to over-promise and under-deliver.

kimcoates

Lets see how Expedia reviews are:

99.94 satisfied. Sounds good. That is near perfection.

Yet lets look at the newest reviews:
I would say about 50/50 in praising and rubbishing. Hardly 99.94%.

And it is Affiliate Window again who are the affiliate network - the same as Asda who seem to reject a lot of claims as well.

Perhaps the issue is with Affiliate Window but then if I was working for Top Cashback, I would be doing something about it and investigating. If so many members are having bad experiences, maybe it is not the members who are at fault.

cm7

kimcoates wrote: »

Lets see how Expedia reviews are:

99.94 satisfied. Sounds good. That is near perfection.

Yet lets look at the newest reviews:
I would say about 50/50 in praising and rubbishing. Hardly 99.94%.

And it is Affiliate Window again who are the affiliate network - the same as Asda who seem to reject a lot of claims as well.

Perhaps the issue is with Affiliate Window but then if I was working for Top Cashback, I would be doing something about it and investigating. If so many members are having bad experiences, maybe it is not the members who are at fault.

The only way to count as unsatisfied is to write a bad review. The bad review then gets hidden from view.

You could even give them a pass for defaulting to showing the best reviews (many retailers do this too) - but try sorting by lowest reviews then moving on to page two. Should show page two of the lowest reviews but it sneakily changes back to page 2 of highest rated. So unless you really pay attention you'll assume there was only one page of bad reviews. That's just dishonest.

If they really want to be transparent they should remove the "satisfied" number, they're making a massive assumption by counting everyone as satisfied regardless of experience.

TopCashBack_Company_Representative

Hello everyone,

I would like to address some concerns that have been the basis of the discussion over the past two days. TopCashback does not display just any merchant on site, neither will it allow merchants who abuse the commission earning process to continue to be displayed. We have and will continue to take action against merchants who do this. You’ll see some merchants not on our site, whereas they are on others. Some of these will be because we feel they do not play fair in the cashback process.

On the other hand, I would also like to raise this point. If merchant’s x network decided to pay one website, because they could clearly see they were the last referrer then that is their duty. That is their role in the commission earning process. We will not be removing merchants for their networks not paying cashback we’re not eligible for. Neither will we be removing merchants for not paying us cashback due to the terms and conditions of the commission being broken - e.g a voucher code not on our site being used.

This would lead to a clear bias in the cashback system and that’s not right. While we need to pressure the parties involved to ensure the right decision is made, we need to play fair with them just as we play fair with our members.

TopCashback, is and will remain a company out there to help our members earn money that they wouldn’t normally have the opportunity to earn. We will pay to our members what we are paid and when we are paid it. We pay out to our members millions each month and we are proud of that. We are also incredibly proud of the achievements we have made in the past 12 months - to remain the highest rated site on Trust Pilot to being voted the UK’s best cashback site By Consumer Moneyfacts 2016.

Even with the large amount of positively we receive we also understand with this comes some unfortunate cases where cashback is not successful, where a claim takes much longer than anticipated or a merchant going into administration and so we are unable to get the funds to name a couple of examples. We are not a company who ignores these occurrences and will constantly strive to improve not just the experience for our members, but the wider industry we are part of.

Each department that forms a part of TopCashback works to get you the best experience, whether that is getting a claim resolved as quickly as possible or getting the cashback moving to payable as soon as possible.

If any members involved in this discussion would like me to look into a particular issue on their account for example a slow progressing transaction, a claim not been resolved I kindly ask you to email me directly at mse@topcashback.co.uk so I can look into the specific case and help you out as much as I can.

I hope this post addresses some concerns raised.

Best wishes,
Matt

cm7

TopCashBack_Company_Representative wrote: »

Hello everyone,

I would like to address some concerns that have been the basis of the discussion over the past two days. TopCashback does not display just any merchant on site, neither will it allow merchants who abuse the commission earning process to continue to be displayed. We have and will continue to take action against merchants who do this. You’ll see some merchants not on our site, whereas they are on others. Some of these will be because we feel they do not play fair in the cashback process.

On the other hand, I would also like to raise this point. If merchant’s x network decided to pay one website, because they could clearly see they were the last referrer then that is their duty. That is their role in the commission earning process. We will not be removing merchants for their networks not paying cashback we’re not eligible for. Neither will we be removing merchants for not paying us cashback due to the terms and conditions of the commission being broken - e.g a voucher code not on our site being used.

This would lead to a clear bias in the cashback system and that’s not right. While we need to pressure the parties involved to ensure the right decision is made, we need to play fair with them just as we play fair with our members.

TopCashback, is and will remain a company out there to help our members earn money that they wouldn’t normally have the opportunity to earn. We will pay to our members what we are paid and when we are paid it. We pay out to our members millions each month and we are proud of that. We are also incredibly proud of the achievements we have made in the past 12 months - to remain the highest rated site on Trust Pilot to being voted the UK’s best cashback site By Consumer Moneyfacts 2016.

Even with the large amount of positively we receive we also understand with this comes some unfortunate cases where cashback is not successful, where a claim takes much longer than anticipated or a merchant going into administration and so we are unable to get the funds to name a couple of examples. We are not a company who ignores these occurrences and will constantly strive to improve not just the experience for our members, but the wider industry we are part of.

Each department that forms a part of TopCashback works to get you the best experience, whether that is getting a claim resolved as quickly as possible or getting the cashback moving to payable as soon as possible.

If any members involved in this discussion would like me to look into a particular issue on their account for example a slow progressing transaction, a claim not been resolved I kindly ask you to email me directly at mse@topcashback.co.uk so I can look into the specific case and help you out as much as I can.

I hope this post addresses some concerns raised.

Best wishes,
Matt

That's a long post but it reads as a PR statement - it doesn't address any of the specific concerns raised in this thread.

legendkiller2k8

cm7 wrote: »

That's a long post but it reads as a PR statement - it doesn't address any of the specific concerns raised in this thread.

It's from a script that's why, it seems TCB staff can't think for themselves and need a script.