Topcashback Questions & Answers

POPPYOSCAR

TopCashBack_Company_Representative wrote: »

Hey everyone,

@POPPYOSCAR - Can you ask your other half to forward your email to us so we can check that out? The email is mse@topcashback.co.uk

Many thanks,
Matt

Thank you

Have just sent

POPPYOSCAR

TopCashBack_Company_Representative wrote: »

Hey everyone,

@POPPYOSCAR - Can you ask your other half to forward your email to us so we can check that out? The email is mse@topcashback.co.uk

Many thanks,
Matt

Thank you for solving the mystery Matt.!!!

Justice13075

On 3rd April I took out car Rescuemycar breakdown cover and Tesco car insurance. Rescuemycar is tracking but Tesco car insurance is nowhere to be seen. How long can it take to start tracking.

keithamara

I've been using Topcashback for years and normally experience very few problems. However I've recently booked a hotel through Agoda and received no acknowledgement email from Topcashback. ie it hasn't tracked. I submitted a missing cashback claim but have been told that Agoda won't investigate until after the stay at the hotel. From what I've read on your reviews on the Topcashback site Agoda won't do anything about it then either as they regularly fail to pay out cashback. In fact the reviews on this company are 2 stars out of 5 for over 100 reviews. Topcashback are refusing to follow up at this stage and are also refusing to allow me to speak to a supervisor about this problem.. Why are Agoda allowed to abuse Topcashback like this? They are actually damaging the reputation of Topcashback. If they are known by so many people to be poor at paying out, shouldn't Topcashback ban them from the site, or at least make it clear to your users that Agoda are quite regularly not paying out? By showing the reviews for this company starting with "highest rating" first rather than in date order is misleading your users. Your users adhere to your rules - why doesn't this company?

greenery

I took my cashback as a tesco gift card but according to tesco, the code is invalid. The shop says ring the tesco helpline, the helpline says it should work, try again. I tried again and again it does not work. Shop says ring the helpline
Helpline not answering.
Really frustrated, its £50

skid112

Another large transaction declined and the final one. Used these jokers for an energy switch, contacted them on the day it went through,
Hi,

Thanks for your message, this should progress as expected for you.

Best Wishes

Today declined, I am not even bothering to go through the claim process as that doesn't work either.
Earnings £3307, declined £291, £110 declined since June last year in just two transactions.
Quidco transactions since September last year when I stopped using TCB, I have been declined £2.48, for using a coupon, fair enough, and earned £298.57, included matching rates if higher elsewhere.

TopCashBack_Company_Representative

Hey everyone,

@Justice13075 - If this has not tracked to your account by tomorrow please can you lodge a claim for this?

@ keithamara - unfortunately, if the retailer declines the claim people tend to be happier to share their experience as we wouldn’t allow claims at all if we knew every claim would be declined.

@ greenery – Can you try re-printing the voucher? We have worked with Tesco to improve the barcodes so hopefully, this helps. If not, can you ask the cashier to manually type in the gift card number?

@ skid112 – To really help you I need to first explain it’s not the cashback site who declines purchases. If they are declined, the cashback site itself has been declined the funds.

Because I know this is the case, I am confident that if you ask the other site you mention if they can prevent declines / get a better decline rate than us they certainly won’t promise that.

We will help you to try and prevent declines but we can’t stop them altogether. We are not the owners of your device and can force it to block every other company from earning commission.

As a user of TopCashback myself, regularly clearing cookies and cache before purchasing, making sure no voucher codes are used, making sure no saved quotes are used and the other steps we advise do help.

If you do not wish to lodge a claim that decision is down to you but what I will say is we wouldn’t spend time and effort on claims if they all came back as declined. It would be a waste of your time and also a waste of our time. Our claims team have recovered millions of pounds since the site was created. Certainly not a pointless activity for those transactions that should be awarded the cashback.

One thing is for sure, if the root cause of the declines is not prevented, these will continue no matter which cashback site is used. The tracking networks have no alliances to certain ones. If they see a cashback site shouldn’t be paid the commission, they will decline the commission.

@ whiteadder – When lodging a claim there is an info page which outlines times taken to process claims generally. It generally takes 12-16 weeks and so please can you allow this time to pass?

Ideally we’d love for it to be that you don’t have to lodge claims and so we will advise you to clear cookies and cache but we have the system there as a back up.

As we are not the owners of your device, or have access to it we can’t rule out everything that may cause a tracking issue but our advise does help in the majority of cases.

Best wishes,
Matt

keithamara

Matt.
Are you saying my claim has been declined then?
My question is "why hasn't this tracked?" Surely you can follow up on the tracking of this purchase to explain why it hasn't tracked. If there's a problem with the tracking I can always cancel the purchase and re-purchase it. But I will repeat - it hasn't tracked, why is that?

t-bevan

Can anyone provide me with the name and address so that I can make a formal complaint?

Had an issue with them for over a year, sent a letter to the "quality team" which they claim they never received and also send documents by email on the 28th March - against my better intentions as if they can lose a letter then who knows where documents might end up - and have received no reply.

As far as I am aware having done a credit check, the documents have not been used but I want to report this as they are now on the email system to be used by anyone. I did wipe off most of the valuable data so if the intention was to gather information to either use or sell on - tough and shame on you.

TopCashBack_Company_Representative

Hi everyone,

@keithamara - Certainly not, I don't have access to your account to look into any detail, your purchase. I am just answering in your reply in your concerns about negative reviews.

@t-bevan - First I do need to say that in line with our privacy policy we do not sell or pass on data. If information is requested,this is because it is necessary.

If you could send your concerns to mse@topcashback.co.uk I can certainly look into this with the relevant teams for you.

Best wishes,
Matt