Topcashback Questions & Answers

TopCashBack_Company_Representative

Hey everyone 
Hope you are all keeping well

@keiran - I have taken a look into your claim and I am sorry that we have been declined for cashback. The reason of transaction cannot be traced can sometimes mean that the network is unable to see the transaction as referred by ourselves and could also mean another source referred your purchase. 

This is a decline we are unable to push further with as the commission we would pass on as cashback has more than likely been awarded to another source by the affiliate network unless there is another reference for your purchase which you have mentioned you do not have. 

We are also not given the information on any other sources by the affiliate network so we would not be able to provide you this information. We are just given the clear decline reason.  I have also checked this retailer's tracking for the last six months and the majority of transactions are progressing to payable and cashback is getting to members.

We do have processes in place for goodwill and this is given on a case by case basis. I can see that the team have explained this to you on the claim and have mentioned why they are unable to goodwill on this occasion.

I can assure you we do pursue every avenue for cashback and do investigate any unfairness by retailer and networks on a wider scale. 

Best wishes Phil

keiran

Hi TCB rep,
1) How could another source refer my purchase when I haven't used another source?
As I said, I'm a very experienced customer with regard to tracking, etc and the purchase DID initially track at zero.
Why has this been conveniently forgotten?
2) I cannot see why the fair play policy would not apply in this, of all, instances.
3) Any reasonable person who reads my enquiry to you, and then your response, will make up his/her own mind as to which party is more right.

davideo1981

Hi Phil its davideo1981 you have helped me before with together energy thanks for that mate. I brought a TV from freemans and it has not tracked. Please can you check if topcashback have me on their system. Thanks David 

mamabuddah

davideo1981 said:

Hi Phil its davideo1981 you have helped me before with together energy thanks for that mate. I brought a TV from freemans and it has not tracked. Please can you check if topcashback have me on their system. Thanks David 

I could be wrong, but unless you’re registered with TCB, you can’t go through their system to purchase, you could do a check through Customer care and check on “missing cashback” that will allow to check by merchant and time of transaction (if there was one recorded) , that might be quicker and you could find out if it’s just a case of waiting to track.

POPPYOSCAR

Hi TCB
My OH has had his TCB of £3 from 21.10.20 declined despite the transaction from JD Sports being confirmed,

TopCashBack_Company_Representative

Hey Everyone 
Hope you are all doing ok on this majestic Monday

@Keiran -
If we are not being confirmed as the referrer to your purchase by the affiliate network, which is what is happening with your claim it would be that they can see another source as the referrer which can happen most commonly if older cookies were on your web browser or not all the cookies needed were tracked with another referrers cookies taking the referral. The purchase can still be tracked but be declined for this reason as the affiliate network would only set cashback at confirmed status when we are seen as the sole referrer and are eligible for cashback. 

Our Fair play is what we do for all members and goodwill is a part of this. Goodwill is on a case by case basis and I can see that the team have explained this on your claim along with the reason why on this occasion we are unable to get this to you. 

I am sorry you think we are being unfair but after reviewing the claim and responses our team are tried everything possible for your claim and have explained as much as possible to assist with future purchasing to try and prevent this happening again. 


@davideo1981- I would advise that if you are unable to see cashback after seven days from the purchase date to please lodge a missing cashback claim on your account and our team can take a closer look to try and get this tracking through this process with the affiliate network. 

@POPPYOSCAR- If you could please reach out to our team via support ticket or drop us an email, we can take a closer look to see what happened and how this can be resolved. 


Best wishes 

Phil 

davideo1981

davideo1981 (username)

Hello I made my first order with freemans and ordered a 24 inch TV. I cancelled the order and ordered a bigger TV (from freemans). This was done the same day. Will I still get me cashback as I cancelled my order. I did order a bigger tv as soon as I cancelled the smaller tv. If anything i should be due more cashback. 

mamabuddah

davideo1981 said:

davideo1981 (username)

Hello I made my first order with freemans and ordered a 24 inch TV. I cancelled the order and ordered a bigger TV (from freemans). This was done the same day. Will I still get me cashback as I cancelled my order. I did order a bigger tv as soon as I cancelled the smaller tv. If anything i should be due more cashback. 

Did you cancel the order online or by telephone and did you order the new one through the TOPCASHBACK portal?

davideo1981

I ordered  my first order through cashback (internet) and I cancelled and ordered my bigger TV on the phone

davideo1981

If I do not get my cashback I will leave freemans and send the tv back.  So its in their interest to pay up.