Topcashback Questions & Answers

star2000

I purchased pet insurance through Argos Pet Insurance on 3.8.20. For some reason it tracked twice both at £0 initially but then never uplifted to the correct amount and became payable at £0. I submitted a missing cashback claim and then waited for 6 months for a response (after sending several nudges.) Today I have had a response stating that the transaction could not be found and I provided additional information giving the quote numbers. I was then told that as the retailer's connection with your site has expired and the site is no longer on Topcashback you are no longer able to pursue this further. This is not acceptable. How is a member to know when Topcashback stop having a retailer on your site and does this mean that any retailers who you stop using never have missing cashback claims pursued? Why has it taken so long for an outcome to be given and would the retailer still have been on your site if this had been done more quickly? Please can you look into this. I have asked for a copy of your complaints policy and to submit a complaint and for compensation even if you can no longer pursue the missing cashback. 

TopCashBack_Company_Representative

Hey Everyone 
I hope you are all having a very sunny Friday today

@star2000 - I am sorry to hear that we have been declined for cashback as the purchase is not being linked with us as the referrer. This can most commonly happen if cookies are not cleared or if adblockers were enabled as these can hinder cashback tracking. If you could please reach out to us at mse@topcashback.co.uk and we can take a closer look to see what more we can do to try and get cashback for you. We can also take a closer look at previous conversations to see what has happened to pass feedback on to our teams. 

Best wishes 

Phil 

star2000

TopCashBack_Company_Representative said:

Hey Everyone 
I hope you are all having a very sunny Friday today

@star2000 - I am sorry to hear that we have been declined for cashback as the purchase is not being linked with us as the referrer. This can most commonly happen if cookies are not cleared or if adblockers were enabled as these can hinder cashback tracking. If you could please reach out to us at mse@topcashback.co.uk and we can take a closer look to see what more we can do to try and get cashback for you. We can also take a closer look at previous conversations to see what has happened to pass feedback on to our teams. 

Best wishes 

Phil 

Thanks. This has been sorted now and I have been offered half of the cashback as compensation. 

November2

Hi, just a quick question.  I activated the £2 bonus on a £5 spend and purchased a postage label from Hermes for £5.80 however it's tracked at £4.84 so does this mean I won't get the bonus?   I've just looked at Hermes and under 'good to know' it says tracks excluding VAT, surely important information effecting the amount of spend and cashback should be under 'essential to know'  

TopCashBack_Company_Representative

Hey Everyone, 
I hope you are all having a mellow Monday

@November2 - We do mention on the bonus and on retailer offer pages about some retailers not including VAT when calculating cashback. If you are ever unsure about this please reach out to our team via support ticket, email or social media as we can always check things before a purchase is made. If you could please reach out to us at mse@topcashback.co.uk and we can take a closer look at your current bonus to see what we can do. 

Best wishes 

Phil 

woodface7

Your SSE Energy gas/electric page says new customers only. But what if you've never taken your gas & electricity from them, but have their phone / broadband? Would you still qualify?

(I know what the answer should be , but thought I'd better check).

TopCashBack_Company_Representative

Hey Everyone 

We hope you are having a mellow Monday

@woodface7- As long as you have not had SSE energy before this should be okay for the cashback offer. If we do receive a decline however we do have processes in place to dispute for the cashback with the retailer's affiliate network. 

Best wishes 

Phil

Griffith

Hi Team, wanted to post here for visibility, and hoping you could help

Just had a cryptic/confusing message back from TCB regarding an EDF claim - I switched my electric to EDF's electric car tariff for our Tesla using TCB in March after a lot of research, as I generally trust both TCB and a big name supplier, and at the time they were offering £1xx to make the switch.

I gave it time to track but between March and July nothing came through so submitted a claim on July 23rd. The message came back today from a lady called Anne as below:

Unfortunately we are unable to proceed with your claim as this merchant has now expired on the Network. I am sorry this has not been a more positive experience and I do hope all future transactions track successfully. 

This all feels really strange, as EDF as of 2/7/21 are still prominently showing on TCB ( https://www.topcashback.co.uk/edf-energy/ ) and clicking through takes you to a specific TCB landing page on the EDF website. To have a claim denied when the merchant is still apparently active and touting for new business feels somewhat cynical, either from TCB or EDF's part - is it a normal practice for merchants to expire and rejoin to get out of paying a claim? Otherwise what has happened here? 


Thanks and all the best

Griffith

Griffith

Hi Team, 

To their credit a chap called Jack has come back quickly with a response, explaining that the above is because as the backend network agency has changed, so it's still EDF just with a different agent.

"EDF are back on our website after changing network agencies, and the new agency are not willing to look into any claims for before they took over."

This doesn't make any sense, and is completely non-intuitive as a user. It feels as if I've done nothing wrong here, I made the switch and followed the process which can be evidenced by the logged visit and order number on the same day, and don't feel I could/should have done anything differently. I know this can often take 6-8 weeks and didn't want to be that customer who is kicking off and complaining if it's not shown immediately.

EDF are still listed, clearly still active with Topcashback, and somewhat cynically you might understand how this feels like either EDF or TCB are trying to get out of paying by not tracking a claim, and then passing the blame on to a change of agency. Intuitively, they're still active on the platform, there's an influenced order that's come through TCB so it should be straightforward to pay out.

Surely this makes it hard to trust any TCB claim if an agency can change at whim rendering all previous orders invalid?

TopCashBack_Company_Representative

Hey Everyone 

Hope you are all having a magnificent Monday 

@Griffith - I am sorry to hear that we have been declined for cashback and that the older or current affiliate network for the retailer will not look into any claims. This is something that can happen but is not common for transactions and we would always try to get either affiliate network to look into missing cashback which in most cases does happen. We do have teams who look into the wider tracking for retailer offers and they would take action if necessary after investigation.

As we would need to receive confirmation and then need to be passed the funds to be able to get these to members as cashback offers it would mean that if we are declined we would not be receiving any funds for the transaction being made to pass on to your account. 

We would advise to help with cashback tracking in future to clear web browser data and to disable any adblockers as this can help the affiliate networks track cashback to a TopCashback account. 

Best wishes 
Phil