Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi Everyone,

@Yorkshire Pud – You certainly seem right about that I do hope this continues and the remainder of your cashback progresses speedily for you.

@Oakdene – I can confirm this is from transaction date, apart from a few holiday merchants where this is from the holiday end date

@cagsd – The number of weeks you are seeing is the average time it takes the merchant to pay us. We do kindly ask members to allow a few weeks after this because as with any average there can always be anomalies. I do take you point on board about just inflating the estimate and will be sure to pass this on.

@Justice13075 - I am really sorry about that, we did have a brief issue this morning that was swiftly resolved.

@The_Jakal - I do believe a member of our team have been in touch with you on Twitter regarding this.

Best wishes,
Matt

Justice13075

I have updates my reply to your reply to my question i sent you

Justice13075

Confused have paid part of 2 claims but refused the outstanding balance. Does anyone have an address for them so I can write toasking the reason why and informing them I will pass this to the Financial Services Ombudsman if they don't pay.

quietly_myself

Hi TCB,

I've got two support tickets in but no reply.

I seem to have been locked out of my account - if I try to check my profile, membership details, payout etc. I get the response:

To continue to your requested page, you must first either confirm or revert your recent change to your payout details. When you made this change, an email was sent to your registered email address, and you will be able to confirm or revert this change from within the email.

If you have not received the email, press the button below to resend it.

I haven't attempted to change my payment details (I've only requested an Amazon voucher payment, which I haven't received) and haven't received any emails from you. When I click the resend email button I get:

The email failed to send to your email address.
Please try again

So what am I supposed to do?

Secondly, I submitted a claim a month ago for cashback that didn't track back in December. I have not had a reply and that claim has now disappeared from my Open Claims list. Again, not heard anything from you about it.

What gives?

Would appreciate a response, either here or to my support requests.

bristolleedsfan

Justice13075 wrote: »

Confused have paid part of 2 claims but refused the outstanding balance. Does anyone have an address for them so I can write toasking the reason why and informing them I will pass this to the Financial Services Ombudsman if they don't pay.

https://www.confused.com/about-us/complaints-guide

TopCashBack_Company_Representative

Hey everyone,

@Justice13075 - We do reply to emails as fast as we can, I can see I did reply to you yesterday regarding this.

I would like to emphasise once more that the merchant pay us the commission, as a cashback company we pass on this commission to you as cashback. The merchant is not offering you this directly as an incentive to purchase.

@quietly_myself - Our Team are exceptionally busy at the moment but they are working hard to get to as many members as possible each day and reply as fast as they can while also ensuring the correct response is provided. If you drop me an email to mse@topcashback.co.uk I'll look into these tickets for you and get a reply back asap unless our team already manages to do this for you.


Best wishes,
Matt

bristolleedsfan

TopCashBack_Company_Representative wrote: »

Hey everyone,

@Justice13075 - .

I would like to emphasise once more that the merchant pay us the commission, as a cashback company we pass on this commission to you as cashback. The merchant is not offering you this directly as an incentive to purchase.

https://en.wikipedia.org/wiki/Rebate_(marketing)

"A rebate is an amount paid by way of reduction, return, or refund on what has already been paid or contributed. It is a type of sales promotion that marketers use primarily as incentives or supplements to product sales"


"Rebates are commonly offered by retailers indirectly, through the use of a third party rebate or Cashback website."

kimcoates

Any movement on Affiliate Window being contacted and asking why there seem to be so many declined payments?

Transparency seems to be the in word at the moment so I will ask (and I am sure will not receive the answer) but I will ask anyway.

- Which Affiliate Window clients have the most activity? Top 5 will do.
- What is their % for paid and declined transactions? Would love to know Expedia and Asda - for purely selfish reasons.

Sadly or justly I do not know, Top Cashback are being tarred with the brush. If I ran a company (oh wait I do) and I was getting constant complaints about the same issues, I would like to get to the bottom of it. That is if I was overly concerned about it.

Justice13075

So now we know that any cashback offered on the Topcashback site is not actually cashback from the merchant but commission that the merchant pays to Topcashback who then pass on a percentage of that commission to us.

alex_3856

I just checked my topcashback account to discover that a transaction I made with !!!!!!!!!!! for a hotel booking has been declined!


I'd like to know why but can't seem to lodge a complaint on the website as it won't let me