Topcashback Questions & Answers

fizzys

Hi I'd really appreciate if someone could help.

I purchased a package holiday with A1 Travel, through Topcashback earlier this year (January I think!)

Less than half the expected Cashback was made payable however upon chasing the larger remaining Cashback I have received this response numerous times "After looking into your claim further for you, I am sorry to tell you that your claim has been declined as the network has not identified ourselves as the last referral to the merchant’s site and this transaction"

I did not use another Cashback site or voucher or anything like that. I refuse to believe its to do with cookies etc as all my other purchases go through fine and I do clear cookies regularly, however the higher amounts of expected Cashback seems to be the problem for not just me but alot of other people after reading through forums (it is strange how its the higher amounts?)

Upon asking for proof of this "other entity" being involved I am getting "I have not been able to obtain the identity of the last referrer from the network. They are not able to disclose this information in order to preserve confidentiality."

Upon asking if I contact the merchants affiliate network myself I'm getting "We are not able to provide contact details for the affiliate network as they request we do not provide these"

I was previously informed that being awarded some cashback but not the remaining is unusual as the merchant does support the system of "halving" the cashback between two networks.

So had I used used another network (I didn't), the whole of my cashback should have been declined - instead I'm being fed a load of nonsense and I cannot get proof.

If another "entity" has been involved its fraud, as I did not consent to another network being awarded Cashback and solely used Topcashback. Yet I'm being denied answers.

I am so frustrated with the whole situation and find it absolutely ludicrous to be told there is nothing that can be done.

Any advice will be very welcome!

TopCashBack_Company_Representative

Hey fizzys,

I am sorry for any confusion and concern this has caused you.

While rare, it can be possible for a merchant to split up commission between different referrers. You may not have done this deliberately (and sometimes without you knowing) but cookies can be added to your web browser and device and if cookies other than TopCashback are recognised sometimes the commission is split between them or other times where just the last referrer is awarded all the commission.

I am sorry I can't bring you better news.

Best wishes,
Matt

fizzys

Thank you for your reply....

But can I ask why it says I've had 224 entries on my Topcashback (a few are not purchases, but majority are) and I've never encountered this problem before? Why now?

Don't you think had there been another entity involved, or I did not do this or that, I would have been stung by half cashback going missing on another occasion by now?

The biggest question is, can I ask why the highest earning amount of cashback I've been advertised and that I've gone through correctly, without vouchers only yours advertised, clearing cookies (Blah blah blah - I've done it enough times to know how it works) that has been has been the one that is causing me problems? Its very strange. Why has this never happened for any of my £1, 5, 20 orders yet when it is quite a substantial amount I've done something terribly wrong somewhere?

If you can inform me where the other half of the cashback is has gone and where I have accidentally or consciously used (I didn't) I would be extremely grateful. As I kind of want it?

I find it so hard to trust the responses I've had and have had some very contradictory replies through the claim messages on Topcashback.

I've read enough forum posts from other people through a google search in such frustration to find many,many people in this situation. Small purchases - fine, big purchase - problems, other vouchers/entities/cookies its uncanny to mine .

Thank you very much.

TopCashBack_Company_Representative

Hi fizzys,

This is all down to what is on your device and browser at that unique moment. As I can not access your device I can’t say specifically what caused it as there are so many different ways this could have happened.
We’re not told who has been paid the rest, it would be putting competitor information in the hands of us which the cashback network will not do. The information is commercially sensitive and I am sorry that we can’t find this out as I agree, it would be interesting to find out who as this would help avoid it in the future.
I appreciate when the cashback is high it’s more annoying. Tracking is incredibly complex and I won’t hide from that as it does work in our members’ favour a lot of the time but sometimes another company manages to take that commission away from us due to their cookies etc and this is when they are paid and not us and I am really sorry that you believe that we are to blame when this happens.

Best wishes,
Matt

mustardtree6

Hi
I booked a hotel with Venere (now Expedia/Hotels.com) back in November 2016 for mid-April 2017. It is now over 11 weeks and the cashback is still showing as pending. I have raised a support ticket and you have advised to wait but that is all I have been doing. Still no sign of the cashback. Please can you investigate. Thanks

TopCashBack_Company_Representative

Hey mustardtree6,

I appreciate this will be frustrating, your transactions is in the system and is just waiting for the merchant to validate it and decide if we are eligible for the cashback. Until this happens, unfortunately, we are going to have to keep it at pending.

TopCashback does intervene and chase tracking networks where possible when we find a merchant is taking much slower than expected to progress the cashback as we do want the cashback progressing asap. It's in our best interest to make our members have as much as a smooth experience as possible and will do all we can to ensure that happens.

Best wishes,
Matt

Debt_Slayer

Took out a dual fuel tariff back in November 2016, didn't track so I submitted a claim.
Since the claim was submitted to the merchant back in early January there has been no change in the claim at all. It doesn't even show in my earnings even though the claim was accepted, all information was provided and all proofs were given. My gas and electric are still in service and I'm actually thinking of ditching them over this.

I'm extremely disappointed in this, it seems that Topcashback just send out a default response in messages on the site asking you to keep waiting. All claims are said to complete within 3 months and even after all this time and my messages asking for someone to look into it, there is still no record of it.

The £75 cashback should have been honoured a long time ago and this whole issue has left a very sour taste to use TCB again.

TopCashBack_Company_Representative

Hey Debt_Slayer,

We do advise members that generally claims do take around 12 weeks to come back to us with a decision. However, there are some exceptions, unfortunately.

Keeping members waiting is not something we want and it's not in the best interests of us as a company either. Therefore, we will not do this unless absolutely required.

I can certainly look at this with the claims team if you email us at mse@topcashback.co.uk

Best wishes,
Matt

B_M

A positive.

The last TCB £5 bonus promotion has moved the 'bonus' to pending along with the attributable transaction (well, there was a choice of two), so a great improvement.
Hopefully it will go to payable along with the connected transaction.
I'm not sure if the two outstanding 'bonuses' (2.50 ones) will follow the same route, but if not, hopefully other bonus offers (if any), will follow the new process.
Top marks to the TCB IT team.

Justice13075

Debt_Slayer. Contact the merchant yourself and if they don't pay up threaten them with the Financial Ombudsman Service for miss selling
or with the small claims court.