Topcashback Questions & Answers

TopCashBack_Company_Representative

Hey everyone,

@youngretired - We can't really guarantee any funds unless we are paid them and it reaches us and so I feel the team have done right by not saying this is definite. That being said, if it's confirmed everything will be done to get this money to us.

As for Debenhams, we have been informed it's business as usual but that being said as with it being an administration this does make us a company who has unpaid invoices. It will very much depend on how this all pans out but we will do everything we can to secure your cashback.

Best wishes,
Matt

jenniewb

When is it OK to send a nudge?


I took out a BT contract a month ago, suprize suprize it didn't track. So I made a missing cashback claim 3 days later. I was sent a message saying not to do anything until the retailer had responded, but that I could send a nudge, but then not to send a nudge as it can put things back....


I'm confused!


When do we sent nudges without it risking messing things up?

FutureGirl

Bought car warranty via Warranty Direct in January & got a new phone via Carphone warehouse in Feb.

Both are over the estimated payment date and still at pending.

TopCashBack_Company_Representative

Hey everyone,

@jenniewb - I can confirm that while a message may hold up your claim progressing. A nudge shouldn't impact your claim.

@FutureGirl - with both of these being long term purchases both will require a few months for the retailer to confirm you have kept the purchase but feel free to reach out to us through the email mse@topcashback.co.uk if you'd like me to check this out.

Best wishes,
Matt

youngretired

I did a purchase from eBay on 26th March and all items tracked, however 4 items disappeared later from my account (the 3 remaining items cashback has now been paid). Why would this happen when all items are over £5.49 and all from the same company Evans Cycles eBay store hence 1 basket?

I had submitted a missing cashback claim for these items, however I put all the items on the 1 claim as per the claim instructions "if the items are in 1 basket". 8 days later after submitting the claim on the 13th April (as I have been told that TCB have a backlog) I have been told to re-submit each item under its own claim.

I have done this today but I have had to guess the purchase time as obviously I made the purchase as 1 basket, so don't know the individual item purchase times. The claims also state a lower price that I had inputted (guessing vat) though eBay always tracks at the whole amount and the claim that TCB amended has been changed to the whole amount?

I have submitted a support ticket asking for them to advice the claims team that the items had originally tracked and then disappeared and given the actual list of the items, as I do not want to delay the claims being submitted as it is now close to the 30 days time frame.

I have proof of the items ordered by email if this is required and see no reason why my claims should be declined considering they had tracked originally and that 3 of the items in the basket have already been paid.

Netherspark

I've had a missing cashback claim open for 15 months now, and another open for 12 months, worth a total of £70 between them. Both have been sitting on "waiting for retailer" for all this time with zero progress. Every time I ask what's happening I get just generic no-info replies.


This is really annoying.

stemcgoo

Netherspark wrote: »

I've had a missing cashback claim open for 15 months now, and another open for 12 months, worth a total of £70 between them. Both have been sitting on "waiting for retailer" for all this time with zero progress. Every time I ask what's happening I get just generic no-info replies.


This is really annoying.

Almost identical here. January 2018 and August 2016 and still waiting

TopCashBack_Company_Representative

Hey everyone,

@youngretired – I would normally as for your email as I think your account needs a detailed luck but as you have reached out through a ticket our team will take a closer look and advise you further.

@ Netherspark – We would only be able to provide a bit of generic info until we do have an outcome for you as until the time comes when we know an outcome the cashback is uncertain and we can’t do anything to say anything otherwise.

That being said happy to double check if you email mse@topcashback.co.uk

Best wishes,
Matt

jenniewb

I'm not sure if the TCB representative is available? I need help and don't appear to be getting anywhere fast...


I took out a BT broadband and mobile phone account middle of March and stupidly assumed that cashback would be paid. I did everything (clear cookies, only used the link for the purchase, took screenshots of the offer....) even though I don't have to do all these things to have other payments (eg to Ebay or elsewhere) track, I wanted to make as sure as I could that this would track.


It hasn't tracked !


I did already put in a missing cashback claim, submitted and am still waiting now about 6 weeks in. I've sent a nudge 10 days ago, still nothing. It's just reading "waiting for retailer".


What else can I do? I was (stupidly I know) really relying on that cashback and it's now really worrying me- I don't know where else to go other than here. I am getting really worried about this, I know it was stupid to think it would track as everything else I do seems to track fine- and has since tracked without issue, but not this.


If you have any suggestions please let me know because I'm going a bit spare with this, checking twice a day just in case any updates have happened, it's literally the first thing I do when I wake up and last thing at night- aggghhh!

TopCashBack_Company_Representative

Hey everyone,

@jenniewb - I am sorry this hasn't tracked for you to your account automatically.

As the tracking network needs to look at our claims and other ones they often do take on average 12-16 weeks to reply to any claims we submit and we can't do too much to push this any faster as it may impact other members and them waiting longer.

I can assure you we are working on this and as soon as we have a response we'll get this to you.

Best wishes,
Matt