Topcashback Questions & Answers

glitter123

I can't see where to downgrade my account to classic from plus. Followed the link to my profile but doesn't seem to be anything there.

TopCashBack_Company_Representative

Hello everyone!

mamca, unfortunately, we do need to all transactions to be completed entirely online. You can lodge a claim for this transaction, but I am not sure that you will be successful in getting this cashback. I hope that this helps.

POPPYOSCAR, please could you kindly ask your daughter to send in a support ticket, we will then be able to advise her on what to do next.

Glitter123, please could you email mse@topcashback.co.uk, I will then be able to look at this for you.

Many thanks,
Ceri

Gary1963

Gary1963 wrote: »

I am unable to log into my account. Have emailed and been told to wait 10 days for a response.

I have a feeling they have closed my account too.

Have emailed TCB for a second time as advised by the rep as still no answer to the first one.!

TopCashBack_Company_Representative

Hi Gary1963

Please could you kindly confirm which email address you have emailed. I can then chase this up for you.

Many thanks,
Ceri

ernie-money

The last two cashback claims I have made have both received the following response:

Hi there,

I can confirm that we have now received an update confirming the resolution of this claim.

I’m afraid that the merchant has taken the decision to decline this claim. Unfortunately no information in helping to clarify why this decision has been reached has been provided but we'd like to suggest some possible reasons…

• The merchant could not prove that your queried transaction has been the result of a Top CashBack referral, and therefore is not eligible for cashback.
• The merchant does not feel that you have met the terms for qualifying for cashback.
• There may have been another entity involved prior to or during your transaction that may have been recorded as the referrer to this.
• The merchant is not happy with the validity of the transaction.
• The merchant believes that you have already received the correct amount of cashback for this transaction.
• The merchant may not have been able to locate your transaction, based on the information that you have supplied (this would in particular be that supplied as the main ‘Order number’).

Although no reason has been passed on, on this occasion, when a claim is declined as such there is invariably a solid reason for this.

We are very sorry that we have not been able to recover anything for you on this occasion.


It seems like I'm just being fobbed off - how can it be acceptable to not provide a reason to decline a claim? When I stated this in response to the first declined transaction, I got a reply saying that the claim had been declined due to the transaction occurring too long ago. but it's not my fault if the merchant took 7 months to come back with a response...

Seriously unhappy with this - is this the new trend, declining calims without giving a reason? If so, I will have to find a new cashback site to use instead of Topcashback.

TopCashBack_Company_Representative

Hi ernie-money.

I am sorry to hear about your declined claims, and I can completely appreciate how frustrating it is.

I would like to take a look at these claims for you, and see if there is anything I can do.

So I can do this, please could you kindly email mse@topcashback.co.uk and also provide me some detail about your two declined claims.

I will then be able to look into this for you.

Kind regards,
Ceri

ernie-money

TopCashBack_Company_Representative wrote: »

Hi ernie-money.

I am sorry to hear about your declined claims, and I can completely appreciate how frustrating it is.

I would like to take a look at these claims for you, and see if there is anything I can do.

So I can do this, please could you kindly email [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] and also provide me some detail about your two declined claims.

I will then be able to look into this for you.

Kind regards,
Ceri

Thanks Ceri,
I have emailed you the details. Since my last message I have had an offer of half the cashback being paid on one of the claims, but I'm still not very happy with this...
I just can't see how a reputable site can have merchants decline claims just because they have taken so long to deal with them that they no longer can locate the transaction... Surely there must be something in your terms preventing this from happening, or otherwise how can you continue to work with companies who take that approach..?
Anyway, I've emailed you the details and look forward to your response.
Thanks
Mia

TopCashBack_Company_Representative

Hi Mia,

I am really sorry about this.

Hopefully my colleagues in the claims team will be able to chase this up for you by looking through our records.

Let me know if you have any other queries regarding these claims.

Best wishes,
Ceri

simpav

I saw this deal last night but when clicking on it it went to what looked like normal rates.

I posted on the TCB forum about it and the post seems to have been removed.

Can you let me know whats going on

TopCashBack_Company_Representative

Hi Simpav,

Sorry to hear about this. So I can continue to look into this for you, please could you kindly confirm where you saw this offer, and on which date and time? Please could you do this in an email to mse@topcashback.co.uk

I look forward to hearing from you.

Many thanks.
Ceri