Topcashback Questions & Answers

MABLE

MABLE wrote: »

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.

UPDATE

I have spoken to the company and they advise they have a record of the policy being obtained through Quote Zone but they inform you at the end of the month of status. They also said the only reference available is the policy no. for both pets.

Just a bit surprised there is no tracking

brila

I have been unable to withdraw my full available balance for two weeks now. I have opened support tickets but no useful response. When will this issue be resolved?

TopCashBack_Company_Representative

Hey everyone,

@Cluaranone – Our help section contacts general help that will help with a lot of things but you can also speak to a customer care member of staff if it doesn’t answer your query.

I am always happy to help if you email me at mse@topcashback.co.uk too !!!128522;

@ MABLE – Retailers tend to validate purchases monthly but it should still track at pending within the normal seven days and if it doesn’t track within this timeframe I would strongly advise you to lodge a claim as I strongly suspect it will not track.

@brila – If you email me at mse@topcashback.co.uk I will see if I can help you with this.

Best wishes,
Matt

TopCashBack_Company_Representative

Hi everyone,

@whiteadder - It is disappointing that you have taken the decision not to use us again in the future due to one individual issue with one retailer.

Ideally, we want all your transactions to track straight away. Not only does this create a more carefree experience but it also means our team has one less claim to chase up and get a resolution.

Normally, a transaction tracks without any interference being required. However, if you have a lot of cookies on your device, been searching the web for deals within the past 30 days this is where issues can arise and the chance of something tracking decreases.

We will do what we can to advise you how to prevent purchases not tracking. However, as I am sure you can understand we can't force those actions or force the network to always take our side.

Therefore, when the network just can't link a purchase back to us through the normal systems a claim is needed.

In order to keep claims resolved as speedily as possible and to create some order around it we have to batch up claims and then submit them to the retailer. This means it can take a few weeks before you see the status change.

Following this you will get a status change to waiting for the retailer. This means that we now have to wait for the tracking network to get back to us. This stage of the process takes around 12-16 weeks because the network has to look into not only our claims but other tracking sites too. Generally, we hear back within this time frame but there are times when we do not.

If we don't we will chase this up for you to get you a resolution. Similar to when you call up someone and they don't answer, so you call and call again, we can't guarantee an exact time frame for them to answer us for a reason. Where needed we do have additional stages to escalate the claim and we will do this as much as possible.

We do make it as clear as we can make it that cashback is not guaranteed. This is included in the terms on site when you join the website and also on every retailer page.

The basis of us being a successful company is people understanding cashback and therefore it's in our interests to ensure this is clear as possible.

Best wishes,
Matt

POPPYOSCAR

TCB

Have you removed Argos from the reward wallet?

If so is this temporary or permanent?

Thank you

TopCashBack_Company_Representative

Hey POPPYOSCAR,

At the moment this is off-site. It may return in the future but at this moment in time, this is uncertain. We will always do what we can to maximise your cashback and get as many different vouchers through reward wallet as possible.

Best wishes,
Matt

POPPYOSCAR

TopCashBack_Company_Representative wrote: »

Hey POPPYOSCAR,

At the moment this is off-site. It may return in the future but at this moment in time, this is uncertain. We will always do what we can to maximise your cashback and get as many different vouchers through reward wallet as possible.

Best wishes,
Matt

This seems strange as only last week you were offering 10% enchancement on Argos e gift vouchers via reward wallet for Plus members.

TopCashBack_Company_Representative

Hi everyone,

@POPPYOSCAR - It was the case that last week we were offering a really good rate for these vouchers. However, currently, these are not available at this present time and at the moment I can't be sure whether they will be back.

Best wishes,
Matt

thor

stemcgoo wrote: »

Yeah classic TopCashBack treatment. I have cancelled my Premium membership and pretty much stopped using them until they sort two claims that I have with them. Both for Royal Caribbean Cashback -one is now since August 2016....I wonder if they will let it get to two years old?
The actual holiday has been and gone, paid up, all done and dusted last May 2017 so still no Cashback after 12months of that.
What a pile of crap TCB are, usual excuse waiting for retailer, but they seem to actually do sod all to fight for us their customer.
Shame their service isnt covered by Consumer Rights Act, as to use that analogy, TCB would be held accountable as the retailer and they would have to fight their battle with the manufacturer or their supplier for support/protection

I gave up on Topcashback when I made a claim for incorrect cashback against Argos. TCB told me that Argos were claiming I returned a Fridge Freezer (which I did not) and that was why there had been a problem. The merchant told them I did not make the purchase so apparently TCB did not get paid. I got Argos to email an admission that the item had not been returned but TCB still refuse to confront Argos further even with this evidence. This claim was from June 2016. It's hit it's two year anniversary. Needless to say I have never used them again and do all my cashback business elsewhere.

thor

TopCashBack_Company_Representative wrote: »

Hi everyone,

@POPPYOSCAR - It was the case that last week we were offering a really good rate for these vouchers. However, currently, these are not available at this present time and at the moment I can't be sure whether they will be back.

Best wishes,
Matt

You should not bring them back. You told me that they did not pay you because they said I had returned an order. When I asked them, they emailed me a confirmation that I did not return that order. Given that the transaction tracked normally this suggests that Argos are deceiving you. Surely you would not want such a trader on your website?