Topcashback Questions & Answers

Pareto

I have two support tickets raised for missing cashback that have been going on for a very long time. Every time I send a message I get a reply asking me to wait which I am happy to do but nothing ever seems to get resolved.

Claim 1 is from Argos for a purchase for FIFA 18 which was back in October 2017. I only bought it from Argos for the cashback (21%!) - it was available far cheaper else where

Claim 2 is for Thomas Cook airline - I booked flights to Florida on 23rd April 2017 and have been chasing and nudging ever since.

Please could you have a look for me and advise if you can help?

TopCashBack_Company_Representative

Hye everyone,

@pjran - A lot of the heatwave bonuses have been paid out but this does come down to the retailer you purchased with and their payout speed as we progress the purchases at the same speed.

@Pareto - If you email across your email address to mse@topcashback.co.uk I will see if we can get these progressing, with the Argos one I may be able to update you about this but I can't promise this until I see the claim.

Best wishes,
Matt

Gillam

Gillam wrote: »

I have an untracked claim which has been 'ready to submit' for 4 months. The claim relates to the purchase of electronic goods that were paid for and delivered in April 2018. I chased TCB in early August and received a response confirming the claim was in the submission queue. However it has still not been submitted. Here is the latest message received from Charlie of TCB dated 7 September 2018:-

"I am sorry that your claim has not been submitted yet.

I apologise if we are starting to sound like a broken record but Sarah has previously explained why your claim has not been submitted and I have copied the sentence below:

Please note that your claim will first be subject to any applicable validation periods (set by the retailer), pre-submission checks by our team and/or any other conditions that might be imposed.

Also, please be aware that every time a member comments on a claim that is "ready to submit" this automatically kicks the claim out of the submission queue for us to reply to the message,

Therefore we would kindly advise that you refrain from messaging us on this message thread (unless prompted to by ourselves). By doing this, your claim will be submitted quicker.

Once your claim has been submitted we will be in touch."

I am concerned at TCB's delay in submitting this claim to its affiliate merchant network. On the face of it there is no reason cashback for goods purchases should be subject to long validation periods or unspecific "any other conditions that might be imposed". It is also reasonable for customers to chase missing cashback claims.

For the moment I have suspended further transactions with TCB until it submits this claim. If ultimately a retailer will not pay cashbacks (the only two reviews for this merchant dated July 2018 suggest this) then TCB should remove the retailer from its platform.

Since writing this the TCB representative has confirmed there were no validation periods with this untracked claim. The claim has not been submitted to its affiliate merchant network because I complained about the delay on 5 August 2018 (three months after the creation of the support ticket on 4 May 2018).

My view remains that TCB should submit untracked claims to affiliate merchant networks promptly and a three month delay is excessive. It is unreasonable for TCB to blame customers for its failure to submit missing cashback claims.

TopCashBack_Company_Representative

Hi Gillian,

I am sorry we couldn't submit this sooner. Because when people post a comment on the claim this could be providing the vital info we need to submit the claim we do need to remove this from the queue before we can look into and resolve the comment.

In the future, you can prevent this by querying a status through a support ticket using the question about a claim category.

Best wishes,
Matt

jlfrs01

Hello all, I am a newbie and I've joined this forum in the hope of gaining some insight into some comsumer matters where I seemingly draw a blank. Top of my list is TopCashback. I have been using this referral site for several years and I've noticed a flaw in the model.
I have been waiting for cashback from Argos since December last year and The Conran Shop since May. Neither retailers are responding to TopCashback who can only send me messages thanking me for my patience. I have paid for goods via TopCashback in good faith, they've tracked correctly but it seems it's optional for merchants to choose to keep to their end of the bargain or not. Has anyone else experienced this sort of problem?

MoneyMate

Hi jlfrs01 and welcome to MSE.
Join the club with Argos, I've been waiting over 12 months for my top cash back , unfortunately its never guaranteed . Argos are very bad at paying, I leave negative feed back on the TCB site ref Argos.

jlfrs01

TCB have vome back to me on FB to say they've taken Argos off the site for pooe performance. I've left a snotty post on the Argos FB page, they may not care about customers but poor PR could cost more than the £15 they owe me! The Conran Shop is £79 against a £2000 purchase. They have a snotty FB post as well.

pjran

Hi Matt

Last week TCB had a £3 bonus if you bought something which I did from M&S. Not only is my purchase not tracking but the bonus is missing too. The bonus often doesn’t seem to track, why? I spent over £10 as per terms of the bonus.

Pj

TopCashBack_Company_Representative

Hey everyone,

@jlfrs01 – Hey, if you DM your email so I can get these claims looked into for you to see if we can provide any more of an update at this time.

@MoneyMate – This retailer has paid out a lot of money to our members but I appreciate resolving claims is proving challenging for us. It is something our management team are aware of and are involved with to try and bring this to a resolve and it is leading to some progress and some claims being resolved.


@pjran – Can you just double check the reported purchase amount is more than £10? If so this should definitely track if you activated the bonus before purchasing but if not can you drop us a support ticket by the time of the transaction reaching payable? We can then make sire you do not miss out.

Best wishes,
Matt

pjran

I’m beginning to loose confidence that TCB pay any bonuses. I’ve still not had the HEATWAVE one nor the one from last week and yes I did activate the bonus.