Topcashback Questions & Answers

ilsy

For quite a few months now my TCB on my iphone does not open apps (ebay, etc,etc). Is this something that happens with everyone or is it a glitch? 

TopCashBack_Company_Representative

Hey everyone 

Hope you all having a terrific Tuesday

@ilsy - This should be an automatic process when clicking through our get cashback buttons and if you are having issues with specific retailers please drop us an email at mse@topcashback.co.uk as we can investigate this for you. 


Best wishes 
Phil 

mr._prude

I recently made 5 transactions via Topcashback but only 2 transactions were tracked. I have had to raise claims for the other 3 transactions. Is anyone else having these issues?

A 40% tracking rate is not too good, I have been with Topcashback for years and this is the worst I have ever seen!

Wondering if this is a new Topcashback's strategy, only track some transactions hoping many will forget and not bother raising missing claims?

Does anyone use Quidco, what's there tracking rate like, seriously thinking of trying them out?

rich_shot2003

mr._prude said:

I recently made 5 transactions via Topcashback but only 2 transactions were tracked. I have had to raise claims for the other 3 transactions. Is anyone else having these issues?

A 40% tracking rate is not too good, I have been with Topcashback for years and this is the worst I have ever seen!

Wondering if this is a new Topcashback's strategy, only track some transactions hoping many will forget and not bother raising missing claims?

Does anyone use Quidco, what's there tracking rate like, seriously thinking of trying them out?

Never had any issues using Quidco and they always pay out but with TCB yes i agree i think they hope people will not put claims in and have to say i do think they are on the fiddle.

They seem to think they can get away with it but their day is coming.

TopCashBack_Company_Representative

Hey Everyone 

Hope you are all having a wintery Wednesday

@mr._prude - We do pass on all of the funds we receive from retailers for purchases made back to members as cashback offers. 

To help with cashback tracking we would ask to try our tracking advice page here https://www.topcashback.co.uk/help/how-can-i-make-sure-i-receive-my-cashback/ as we do see this help members with tracking issues. 

If you have tried the advice and have further issues please reach out to us at mse@topcashback.co.uk as we can take a closer look to help 

Best wishes 
Phil 

fly-catchers

I did a purchase through Topcashback and it appeared. But now shown as discarded. Is it likely because I used a 20% off offer from the shop. Or because of a failure to deliver it through Evri they had to send it to me again? Is it worth querying it with Topcashback!?

TopCashBack_Company_Representative

Hey Everyone 

I hope you are all having a friendly Friday

@fly-catchers - If you did use a discount that was not listed on our site it would be the reason for the decline of cashback as mentioned on our offer information below cashback offers. If you used a discount that was listed on our site we would ask to lodge a missing cashback claim on your account as our team can go through the process to bring a resolution to you. 


Best wishes 
Phil

Green_hopeful

Hi. I haven’t read through all the 510 pages so sorry if these questions have been answered already. I have just signed up to top cash back, what do people think about the Premium offer. Is it worth the cost and what are the benefits. 

If I have the app on my phone can I search on my iPad for stuff and then buy through the app on my phone. I suspect they are not linked so that will be fine. 

Do you have any words of wisdom to make it work for you. I tried Quidco about six years ago but got disheartened when it took so long and didn’t pay out. 

Many thanks in advance. 

Schnurrbart

@TCB Rep

TL;DR - Why does TCB call an eBay item number an Order ID?

Full (boring) background:

I recently made three separate purchases on eBay via TCB. The purchases were for different items from different sellers, but two of them were exactly the same price (£18.00).

When I checked my Earnings page, I saw that only two of the three purchases had tracked, one of which was one of the £18.00 items (although, oddly, the purchase price is shown as £18.04).

None of the items' Order IDs on TCB matched the Order IDs on eBay's system, so I was unable to ascertain which of the £18.00 purchases had tracked, and which one hadn't. I sent a message via TCB, and was asked if the two items were the same, to which I replied 'No'. I then received another message (from a different team member - from this and past experience, it seems that TCB never assign one specific person to an enquiry) asking for the eBay item numbers. Incidentally, to give credit where due, my messages were addressed quite promptly, espcecially considering I had submitted the enquiry under 'Other', which, as stated on the site, usually means a longer response time.

But back to my thrilling tale...

I sent another message giving the eBay item numbers as requested. It was only after submitting it that I noticed - what TCB call the Order ID is actually the eBay item number. Obviously, as soon as I realized this, I was able to see which of the £18.00 purchases had tracked.

Why does TCB create totally unnecessary confusion by referring to the eBay item number as the Order ID? This confusion is further compounded by the fact that eBay also assigns its own unique Order ID to each purchase. When making an untracked eBay claim, you have to provide both the (eBay) item number and the (eBay) Order ID, so TCB clearly understands that the two numbers are different, and are not interchangeable. They don't even have the same format.

Do TCB intend to rectify this, and stop using the term 'Order ID' on its website for what is actually the eBay item number, or is the wording not going to change? The other option, of course, would be to keep the term 'Order ID', but instead display the actual eBay Order ID (not the eBay item number).

If I'd noticed this discrepancy before, I could, and would, have just gone ahead and submitted my claim for the untracked purchase, without the need to message you. Obviously, I didn't have to post here, but I thought that some people reading might benefit from knowing about this, especially if in a similar situation. I also thought that I might get a more fully-fledged response on this forum.

I just don't understand why TCB doesn't make it consistent: TCB Order ID = eBay Order ID, and TCB item number = eBay item number.

Thanks for reading this, and I look forward to your reply.

[Edit: And all this for a claim which, if successful, will yield 18p! Yes, I should get a life, etc. etc! In my defence, however, most of my cashback is made from small amounts such as this, so I do tend to pursue claims for untracked purchases, even for mere pennies. Over time, I'd be several quid down if I didn't.]

Schnurrbart

@TCB Rep

Further update to my previous post, which has yet to be responded to. I received the following response to my support ticket yesterday:

"We'll get the claim checked with the retailer and I agree the claim process with eBay could be made better, but it's set up this way by eBay, the info on the claim is the info eBay needs to review missing cashback."

This completely misses the point of my original query, perhaps as a consequence of it being written by the third TCB employee to reply to the ticket. I wasn't even talking about the claims process, for goodness' sake!  Perhaps these misunderstandings would be kept to a minimum if TCB assigned just one person to take ownership of an enquiry and see it through. I seriously doubt that this person even bothered to read my original message. It looks as though they read a subsequent one in the thread, and thought that they knew what the issue was.

To repeat: my message was not about the claims process. Indeed, when TCB requests the eBay item number and eBay order ID during the claims process, it explicitly states which format each of these is in, to avoid a mix-up on the customer's part. Quotes from the Order Details page: "Item Number (NOT Order Number" / "Item Numbers are 12 digits (all numerical)" / "Order Number" / "Format XX-XXXXX-XXXXX".

The discrepancy I am talking about is on the Earnings page (and perhaps on other pages). This screenshot from my Earnings page shows what I'm referring to:

Note the third line - "Order Id" followed by a 12-digit numerical sequence (for privacy reasons I've erased four of the digits). This is obviously an item number, not an order ID, which TCB themselves correctly state (on the claim form) follows the format XX-XXXXX-XXXXX.

The only point I was making was that "Order Id" should be corrected to "Item number". Either that, or TCB keeps the text "Order Id" but actually displays the eBay Order ID (format XX-XXXXX-XXXXX), not the 12-digit item number.

I've wasted enough time trying to get TCB to understand this discrepancy, and the way-off-the-mark support ticket reply above shows that I'm just banging my head against a brick wall! Whether TCB chooses to rectify the error (and it is an error - the order ID is not the item number) is up to them. I suspect that they'll leave the mistake intact, because changing two words to two other words is just too much hassle. At least I now know that what TCB says is the Order ID on the Earnings page is actually the item number, and will remember this in the event of a similar situation. Hopefully, this little nugget of information is also of use to others.

I'm going to reply to the TCB message, then close the ticket. The last thing I want is yet another Chinese Whispers-type reply from a fourth member of staff!

On a final note, I'll just add that companies should be grateful when customers take the time and trouble, without requesting remuneration, to point out issues and errors that the company itself is unaware of, and the correction of which is of just as much benefit to the company as it is to its customers, if not more so. I was hoping for a response from TCB (after verifying the error for themselves, of course) along the lines of. "Thanks for that, we never spotted it, we'll get it amended right away." Instead, I wish I hadn't bothered!