Topcashback Questions & Answers

veryintrigued

TopCashBack_Company_Representative wrote: »

@veryintrigued !!!8211; The declined reason provided is given to us from the tracking network and normally this is down to cookies and other means of someone getting credited for referring the purchase which can include speaking over the phone about the order, collecting in store and the order being put through as a new one rather than a fresh one and voucher code usage including the normal one about cookies.

Due to this being information about a competitor we can!!!8217;t get the exact cause of this but I hope this explains this declined reason a little bit more.

Best wishes,
Matt

Appreciate the reply Matt but Currys Partmaster seem to be saying they don't deal with Top Cash Back (in their Trust Pilot) review and yet TCB are stating something very different why the cashback was turned down!

The 'TRUST' in Trust Pilot seems a little ironic as I'm struggling to know who to believe and where blame actually lies in this case.

Can you enlighten me please?

If I'd have known this would have been declined I'd have gone elsewhere. You shouldn't be advertising merchants and deals that are unachievable. It's against the law.

jaymz84

TopCashBack_Company_Representative wrote: »

Hey everyone,

@jaymz84 – If this is confirmed at zero it would suggest that we are not eligible for the cashback. If this was with a retailer that only awards cashback to new customers and you were existing this may explain it but if not please do lodge a claim so we can raise this with the tracking network.

Best wishes,
Matt

Thanks.

I've lodged a ticket, which is on ice until next month.

I have cancelled the 30 day sim only contract which may have caused the issue, however I am seeing the 30 days out in full, so there shouldn't be any issues

TopCashBack_Company_Representative

Hey everyone,

@ veryintrigued – The way the retailer will look at this is if we are known as people who sell their products. This is not what we do.

They won't look at this as a site who earns commission and passes it on. Therefore it doesn’t surprise me really that they say they don’t work with us. They work with a tracking network and in turn work with us through them.

@jaymz84 – Cheers !!!128522; We’ll get this submitted for review as soon as we can.

Best wishes,
Matt

bluehydrangeas

I recently purchased a TV from Currys.co.uk. I accessed the site through Topcashback before making the purchase. At the time of the purchase, which was in March 2018, Topcashback was displaying an offer for £70 cashback on new TV purchases over £1000. There is a screenshot of the offer here (scrolI down to 4th post). I noticed the cashback did not track after a week of purchasing the TV. I opened a missing cashback claim on TCB and received this response.

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.

As I am sure you can appreciate, if we have not been identified as the last referral, the merchant does not pay the cashback to ourselves so we are unable to pass this back onto you. Unfortunately, as this is the nature of cashback, we cannot guarantee that you will always be successful in retrieving your cashback, although we do strive to recover as many as the missing claims as we can.

Please be assured that we have tried our hardest to recover your expected cashback for this claim by exploring all channels with no success.

I am very sorry that we were unable to claim your expected cashback for you on this occasion and we are as disappointed as you on this decision.

I hope future transactions run smoothly for you in the future.

Best Wishes,
Adam

I have made purchases in the past which haven't tracked, but I have always subsequently received the cashback after making a claim. This is my first declined claim after six years of using TCB. I am dissatisfied with the reason provided by TCB for the cashback being declined. I am certain that I followed the correct procedure for earning cashback. I accessed the merchant's site through TCB, added item to basket and completed the purchase in one session. I no longer have any confidence in using TCB for larger purchases. I am considering asking for my account on TCB to be closed as I am very disappointed with the experience. Quidco had a similar offer at the time and I wish I'd used them instead.

LIttleOwl_2

Hi, has anyone else experienced 'too many redirects' messages when trying to visit a merchant through Topcashback please? Keeps happening for same merchant for some reason so unable to proceed to purchase. x

Cluaranone

I don't earn a lot on this site and like to leave it till it is a reasonable amount.
Checking today I received this message,
Please note, £15.22 has been retained from your payable cashback below for your annual membership deduction.
Really??
My last payout was 2013. It has taken me till now to earn £49 and now it will be even less.
How does membership fee (which I knew or received nothing about it) round up to £15.22?
Hope someone can advise me.

MABLE

Hi Matt,

I have an issue. I applied for two vet policies on the 24 May but have never tracked. I do not know the quote numbers at all so unable to lodge a claim.
However your site knows when I visited the site ie the day an time but will now allow me to proceed further without the quote number. Can you help at all.

TopCashBack_Company_Representative

Hi Everyone!

@bluehydrangeas - I am sorry that your cashback has been declined. We do rely on the retailer paying us in order to be able to pay out on any missing cashback claims. If they do decide to decline this then we can only repeat the reason we have been given but we don't always receive details on who was the last referrer. You can respond on your claim asking for more information but we might not be able to provide any further details if the retailer isn't going to pass this over to us.

@LIttleOwl - Which merchant is it that you are trying to do this for? It might be worth trying a different browser but we'd be happy to take a deeper look into this.

@Cluaranone - This doesn't seem quite right, would you mind sending in a support ticket for me? (https://www.TopCashback.co.uk/help/54) Our team should be able to assist you further on this.

@MABLE - We will need a reference against your order to be able to get a claim lodged against it. If you are unable to see this within your account of the Vet insurance site then it might be worth contacting them for more information. It should be something they can provide you with but please do let me know if you continue having trouble.

I hope this helps ,
Jack

Cluaranone

@Cluaranone - This doesn't seem quite right, would you mind sending in a support ticket for me? (www.TopCashback.co.uk/help/54) Our team should be able to assist you further on this.

Did this and got this reply:
What are Plus and Classic membership levels? Are there any differences between these?

[FONT=&quot]We have two levels of membership: TopCashback Plus & TopCashback Classic.

For more information about 'Plus Membership' and the additional benefits offered click here. You can view the dates of your trial and annual deduction status by visiting the Membership Details tab of 'My Profile'.

If you can see that you have any cashback 'Reserved for Annual Deduction' or an Deduction' on your account, this means that your trial has ended, and an annual 'Plus Membership Fee' will be retained to take advantage of these benefits. You may have been given the option to participate in a trial of 'Plus Membership', but we do ask members wishing so; to downgrade before the end of the trial, otherwise they will remain a 'Plus Member'. However, if you feel that 'Plus Membership' is not right for you then please continue to send in a support ticket, so we can advise you further.
[/FONT]

What trial?? I never agreed to a trial nor accepted anything like that. I never use TCB much at all so it would be of no use to me. Still doesn't say why I lose £15 My account shows that and I am really unhappy at this outcome.

Looks like an automatically answered email too.

Cluaranone

DID as asked and posted the reply earlier.
Don't know who "Mabel" is repling too.
My response above:
@Cluaranone - This doesn't seem quite right, would you mind sending in a support ticket for me? (www.TopCashback.co.uk/help/54) Our team should be able to assist you further on this.

Did this and got this reply:
What are Plus and Classic membership levels? Are there any differences between these?

[FONT=&quot]We have two levels of membership: TopCashback Plus & TopCashback Classic.

For more information about 'Plus Membership' and the additional benefits offered click here. You can view the dates of your trial and annual deduction status by visiting the Membership Details tab of 'My Profile'.

If you can see that you have any cashback 'Reserved for Annual Deduction' or an Deduction' on your account, this means that your trial has ended, and an annual 'Plus Membership Fee' will be retained to take advantage of these benefits. You may have been given the option to participate in a trial of 'Plus Membership', but we do ask members wishing so; to downgrade before the end of the trial, otherwise they will remain a 'Plus Member'. However, if you feel that 'Plus Membership' is not right for you then please continue to send in a support ticket, so we can advise you further.
[/FONT]

What trial?? I never agreed to a trial nor accepted anything like that. I never use TCB much at all so it would be of no use to me. Still doesn't say why I lose £15 My account shows that and I am really unhappy at this outcome.

Looks like an automatically answered email too.