Topcashback Questions & Answers

houseofpat

I activated the £2 bonus offer on Tuesday 9th Feb and made a purchase from Holland and Barrett.

The transaction isn’t showing in my account and the £2 bonus isn’t showing either.

Can you have a look at this for me please?

Thanks

houseofcash

sue1976

I have 2 transactions for Boots from August last year that failed to track. I put in tickets for these and on my account it states that the company will take upto 6 months to reach a decision. It’s now over 6 months and I’ve heard nothing. Do I just presume that these transactions won’t progress any further? 

TopCashBack_Company_Representative

Hey Everyone 

Hope you are all having a triumphant Tuesday 

@houseofpat - We would need the purchase cashback to track for the system to get a bonus to the account. If you are not seeing the purchase cashback after seven days from the purchase date please lodge a missing cashback claim and our team can take a closer look to try to get cashback before then looking into adding a bonus in for you if eligible. 

@sue1976- We would advise that the timeframes on the claims form are estimates and as such can vary depending on the speed of the review. Our team do not leave claims behind and will continue through the process before posting on your claim when they do have more information from the affiliate network. 

Best wishes 

Phil 

mamabuddah

TopCashBack_Company_Representative said:

Hey Everyone 
Hope you are all having a thrilling Thursday

@davideo1981 - Just to be clear that we did resolve this after a case review as we do have systems in place which can include goodwill on a case by case basis. 

@pdx123 and @mamabuddah I would advise to allow these transactions to get to confirmed status and if the amount is still incorrect to please then lodge a claim as I can see that these transactions have not uplifted to the correct amount. I will raise this with the team also so it should be correct by the time the cashback is confirmed

Best wishes 

Phil 

Original reply from Phil on 10th December, lol.....obviously the TCB team did nothing as it hasn’t been corrected by the time it reached confirmed, so will be interesting to see what happens now....wonder how many Boots transactions were impacted...if just the two of us? Shouldn’t be too hard to sort

TopCashBack_Company_Representative

Hey Everyone 

Hope you are all having a fab Friday

@mamabuddah - If you could please email mse@topcashback.co.uk and I can take a further look with the team about this to see what has happened and to see what more we can do to get things moving in the right direction. I have checked the wider tracking and there is no wider issues showing but please be assured we will take a closer look to help get your cashback resolved. 

Best wishes 

Phil 

pdx123

TopCashBack_Company_Representative said:

Hey Everyone 

Hope you are all having a fab Friday

@mamabuddah - If you could please email mse@topcashback.co.uk and I can take a further look with the team about this to see what has happened and to see what more we can do to get things moving in the right direction. I have checked the wider tracking and there is no wider issues showing but please be assured we will take a closer look to help get your cashback resolved. 

Best wishes 

Phil 

Hi Phil, I thought it was impractical to continually check my account to check the status of the Boots transaction, so even though it wasn't a huge amount,  I raised a claim back in December. Even though Topcashback were aware of the issue and should have resolved it, the status has now changed to confirmed at the incorrect lower amount.
You say ' I have checked the wider tracking and there is no wider issues showing'
What exactly does that mean? I assume there must be many many people who saw the attractive cashback rate and placed a order, but probably didn't notice that it had tracked at the wrong amount?

TopCashBack_Company_Representative

Hey Everyone 

Hope you are all having a marvellous Monday

@pdx123- I did check the wider tracking for this retailer's offers and it does seem that members are getting the correct cashback on the whole. If you could please email us at mse@topcashback.co.uk I can get this reviewed further with the specialist transaction team to get this sorted for your account and if there is a issue after taking a further look we can get this fully resolved too. 

Best wishes 

Phil 

pdx123

TopCashBack_Company_Representative said:

Hey Everyone 

Hope you are all having a marvellous Monday

@pdx123- I did check the wider tracking for this retailer's offers and it does seem that members are getting the correct cashback on the whole. If you could please email us at mse@topcashback.co.uk I can get this reviewed further with the specialist transaction team to get this sorted for your account and if there is a issue after taking a further look we can get this fully resolved too. 

Best wishes 

Phil 

Phil, if you look back to my post on the 10th December you will see that there did indeed seem to be a problem with Boots cashback incorrectly tracking as you can see....so there was a wider issue?

mamabuddah said:

Any idea why the Boots exclusive offer of 4.25% advertised on 1st December wouldn’t track at that amount?

Same here, mine has tracked at a lower percentage. I started to raise a claim & it stated that Topcashback is aware of the problem. However it didn't state whether to continue with the claim or not. This needs clarification?

As stated I've already raised a claim.

TopCashBack_Company_Representative

Hey Everyone 
Hope you are all having a toasty Tuesday

@mamabuddah and @pdx123 - I have spoken to the specialist team to get more clarity on the situation with the specific offer you have mentioned from December. The team are aware of an issue with this offer and are doing everything they can with the affiliate network to get this showing correctly for members. Please bear with the team and as soon as this has been resolved the correct cashback rate should show on your account without a missing cashback claim. We are on the case and we would hope that's it not too much longer for you.  

Best wishes 

Phil 

mamabuddah

TopCashBack_Company_Representative said:

Hey Everyone 
Hope you are all having a toasty Tuesday

@mamabuddah and @pdx123 - I have spoken to the specialist team to get more clarity on the situation with the specific offer you have mentioned from December. The team are aware of an issue with this offer and are doing everything they can with the affiliate network to get this showing correctly for members. Please bear with the team and as soon as this has been resolved the correct cashback rate should show on your account without a missing cashback claim. We are on the case and we would hope that's it not too much longer for you.  

Best wishes 

Phil 

Nice one Phil 👍