Topcashback Questions & Answers

Schnurrbart

Kim_13 wrote: »

Hi Schnurrbart

Perhaps I could have worded that better. I meant that my purchases with The Works never track, not every merchant. The vast majority of my purchases do track correctly.

I recall reading in the £5 bonus Ts and C's that the £5 may not be payable if a Missing Cashback claim is needed with the original transaction - so you may be out of luck, but it's always worth a go.

Kim

Hello Kim

Yeah, I read that too, and the transaction still doesn't show in My Earnings. Since the T&Cs say "may not" rather than "will not", I'm hoping that TCB will show some goodwill and act in my favour should I have to lodge a claim - after all, I did everything possible to make sure the transaction tracked, and I did it in the same session as the other purchase I made via Quidco, which tracked successfully. Otherwise, I'll be very wary of such promotions in the future.

TopCashBack_Company_Representative

Hi everyone,

@ POPPYOSCAR – I am glad this bonus is now showing for you

@ paul2louise – I have further replied to your email and I hope that explained why you are unable to load the card.

@ Kim_13 - Clearing cookies really can help a purchase to track. Different networks work with different merchants and each one does things slightly differently and so this may be why you only seem to have issues with the Works. Of your claim is successful please post a message about the bonus on your account so our team can investigate this and see if they can award you the bonus.

@ Schnurrbart – Our Team will certainly look into this if your claim is successful and investigate the possibility of awarding you the bonus. I can see you mention you made this purchase within the same browsing session as using a rival. This could indeed be the reason it didn’t track, there may be confusion with the cookies and it may be that they are paid the commission instead of us.

Best wishes,
Matt

Schnurrbart

@ Matt (TCB Rep) - Thanks for the responses.

I've just emailed you the question re The Works.

As for the tracking issue, it looks like I've shot myself in the foot there! If you are correct in saying that the purchase didn't track* then I guess that serves as a prime example of the importance of deleting cookies. Having said that - and it didn't occur to me to mention it in my previous post - after clicking through to the retailer from TCB I did get the message "We've recorded your visit. Any cashback earned should show in your account within 7 days, and we'll confirm it by email." On this basis I assumed that the transaction had tracked correctly, and that its non-appearance in My Earnings was no cause for concern - the purchase made via a rival had simply tracked more quickly, and the one made via TCB would show in my account within 7 days.

* [Warning: Pedantry imminent!] I must profess to being somewhat confused by this. You seem certain that the TCB purchase has not tracked. However, if you are able to establish this already, then why does TCB state "Any cashback earned should show in your account within 7 days", and not allow me to lodge a missing cashback claim until this period has elapsed? Why not a shorter period, if it can be ascertained sooner than 7 days whether a purchase has tracked or not? Or am I reading too much into your comment "This could indeed be the reason it didn’t track"? After all, this could be construed as either "It didn't track, and this could be the reason why it didn't track" or "It could be that it didn't track, in which case this would [probably] be the reason why" - although the former interpretation seems more likely to be the correct one.

Sorry for boring you (and anyone else here), I didn't mean to get bogged down in semantics! Essentially, I'm just asking: why the 7 day 'rule' if it never takes this long for a purchase to track? Or, did you not mean to imply that the purchase definitely didn't track?

I'll shut up now.

Justice13075

Do Topcashback ever read the support ticket. I have just had a reply to a query where if they bothered to read my ticket which has been ongoing for 6 months they wouldn't have wasted their time with such a stupid reply.

TopCashBack_Company_Representative

Hey everyone,

@ Schnurrbart - In regards to the message you receive when you click through, we do indeed record the click record. This is evidence of you clicking through us and is used for the tracking process to relay the transaction back to us. However, if another cookie is more prominent or other cookies cause confusion this is when things don’t track as expected.

At this moment in time, until the 7 days has passed we won't know for sure whether a transaction will or won't track. I will always do my best to advise what to do and just felt to mention it may not track due to the confusion with cookies. Your transaction is, therefore, more likely to go untracked than someone who did delete cookies and cache before logging in to purchase through us.

@ Justice13075 – I can assure you it is not intentional to give a member an incorrect reply or it coming across that our team don’t read the ticket. Do you mind emailing me at mse@topcashback.co.uk so I can look into the support ticket in question?

Many thanks,
Matt

abandonded

Was there a fault with the TCB site yesterday? Every time my wife tried to withdraw her cash, she was taken back to the sign in page. Anyone else have this problem?

Yorkshire_Pud

Yorkshire_Pud wrote: »

42 weeks now and still not Payable.

Do TopCashBack actually do ANYTHING meaningful to expedite late payments because this lamentable display proves they either have no clout or don't care.

43 weeks now and still not payable.

TCB are so impressive aren't they? Its everyone else's fault though.

legendkiller2k8

Same old TCB isn't it claims never get sorted, cashback sticks on pending for eternity.
I still stand by what i have always said " TCB get the cashback and either pocket it or hold onto it for as long as they can", that's cool TCB you have until the end of this month to pay out £60.40p to me consisting of £40.40p from good energy and £20 from id mobile, id mobile have told me they sent payment to TCB on 12th January 2017 so over to you TCB.
If not i'll report you to the two merchants and they will take the relevent action against you.
Well regarding Good energy i'll report them to ofgem as they haven't responded to my enquiry regarding cashback yet.

kimcoates

Having had another collegue from work have their Asda cashback declined and I know full well everything was done correctly as I was there....again - and I am aware that this is down to the affiliate network and not Top Cashback and that it is the affiliate network who are the thieves, I thought it might be handy to say who is good and who is bad from my personal experience.

Good - not experienced any issues.
Giff Gaff
Ebookers
Esure
E2save
Catalink
Eurocarparts

Bad (as in declined cashback and refusal to pay even when I have been able to provide invoices and all relevant information - not that I have been asked to provide that and it has just been a declined cashback.)

Asda - would not trust them at all
Expedia - one claim - one refusal
(Both affiliate window clients).
Groupon

Who else has been good and bad from readers personal experience?

TopCashBack_Company_Representative

Hey everyone,

@abandonded – We do believe this issue is caused by the web browser she used have conflicting saved passwords. I would, therefore, advise her to try deleting saved passwords and if that doesn’t work to try a different web browser.

@Yorkshire Pud – Not having the money to pass on to you is not something we can force within a specified time period I am afraid. As explained the issue is much bigger than TopCashback as one commission source and may not be down to the merchant not paying the commission due. I kindly ask for you to continue to bear with us while this is being resolved. I appreciate it’s taking it’s time and a much longer time frame that anyone of us wants but until we are in receipt of those funds I am afraid your transaction will remain as it is.

@ legendkiller2k8 – The cashback you earn is for you, not us and you can have it as soon as we are paid regardless of if this takes a week or several months. I appreciate the longer time frames are frustrating but the information you are suggesting about TopCashback keeping funds until it wishes are untrue and can be extremely misleading to those members who view this forum.

I would like to re-emphasise here there is no direct relationship between us and the merchant. It’s not a matter of the merchant pays directly to our bank accounts. It has to go through the correct commission processes and this indeed can sometimes be where the hold up us. Neither the fault of the merchant or the cashback site.

@kimcoates - I am sorry to hear your cashback with ASDA has been declined. I am more than happy to look into any transaction you wish. To take this opportunity up please email mse@topcashback.co.uk

Best wishes,
Matt