Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi Cell,

No worries, a click is recorded as soon as you click through to the merchant even if a purchase is not made, it is a reference in case you do need to lodge a claim.

The claims process itself can be quite long-winded due to the channels that need to be followed and we do ask that members allow around 12 weeks for a resolution form the date that this is submitted to the network. It is the same process for all types of claims, incorrect, untracked and declined. The nudging system is designed to help us to indicate what areas need our attention, but if you feel that your claim has passed the 12 week estimate from the submitted date you can always post a message to your claim thread and a member of our Claims Team will be able to get back to you within a few days with an update.

I would still suggest ensuring that you clear your cookies prior to each visit but if there is a merchant that this is occurring for on every purchase, could you get in touch with us on a support ticket so that we can look into this?

Many thanks,
Samantha

B_M

House of Fraser fully resolved.
Payment into my account as no goods were ever returned.
Thanks to all involved and a shame it took some work!

Nikkisun

Hi - I bought pet insurance through Churchill back in January and had a pending amount of £55.55 on my Topcashback account. In April I submitted a ticket asking why it hadn't been confirmed and I was told that everything was ok and I could expect payment in August, however I have logged into my account today and the Churchill transaction has disappeared.

allan1954

samantha is the forum closed for good 7 days and still closed.

luke222010

Hi TopCashback representative,

I noticed that the last payout from Sky to Topcashback was in July for orders placed in March.

I placed my order on 12th March and it tracked and confirmed about 2 months ago. I've still not received payment although as I say, you paid cashback on orders placed in March, this month.

Can you look into this for me please?

TopCashBack_Company_Representative

Hi there,

@Nikkisun, this sounds like your transaction may have gone on to decline. So that we can take a look into why this has occurred for you and hopefully get this decision overturned, could you lodge a claim for a declined transaction? If you experience any issues with this at all, please do not hesitate to email me at mse@topcashback.co.uk.

@allan1954, please do not worry, this is just undergoing some maintenance

@luke222010, please do not be concerned, the stats do not always relate to all transactions from this time period and can update if only a few transactions are paid for. It can on occasion take longer for the cashback to come through as we are only able to provide estimates, but I would hope to see this progress for you soon.

Best wishes,
Samantha

wdah

Hi Samantha, I have a quick question about paying out speeds. I signed up to the Hotel Chocolate Tasting Club back in December (as I'm sure lots of people here did), but they've not paid out on any transactions since November. What's the protocol in cases like this? Their average payable speed is still listed as 11 weeks, but it's been over 8 months now.

http://www.topcashback.co.uk/chocolate-tasting-club/

bevally

Interesting to hear that others are increasingly having issues with TCB.
I'd been very happy with them previously, no real problems with tracking & any that didn't track - claim raised & dealt with quickly....... until recently.
L&G insurance from last Oct tracked then disappeared! Submitted query & told no problem, all was fine, standard procedure for this purchase would go back to normal. Well it didn't & i've just had the claim declined stating a campaign code was running & used, therefore i recieved vouchers from the merchant. Yes, a campaign was running at the time but as the particular vouchers weren't much use to me i went for the cash!! I did not receive any vouchers. Seems an easy get out!!!

Second issue with direct Travel insurance purchase Jan. An increased % rate offer was running, but cashback only tracked at the usual % so claim submitted for the missing difference. The tracked amount progressed, eventually payable & was claimed a while ago. Have now had claim declined stating 'Another marketing channel was credited with the sale'. Errrr...... how is this possible when part of the payment has already been made. Seems to me that the stock reply has been sent. An explanation from TCB would be good!

Everynamestaken

Hi again.
As I did state in my previous post, I am a novice to tcb, but I was of the belief that once it was payable, money could be credited into my account.

I was juggling my finances around, paying for various things, then I then clicked on payout on tcb, and it said there has been reported inconsistencies with 2 transactions.

One of those merchants was betway that I never thought would ever be tracked and then claimed. I was in shock when it was payable, but now even though it does say its payable, I still cannot get it.

Can someone tell me how long it will be until I can get the money?

I guess I have now learnt that the second it becomes payable, I need to withdraw immediately.

zenbanana

TopCashBack_Company_Representative wrote: »

@allan1954, please do not worry, this is just undergoing some maintenance

Pull the other one "Maintenance" of a forum shouldn't take a company of tcb's size a week and a half

It's obvious the forum was pulled because of the large number of complaints about tcb's service. I expect they're working away on a different kind of forum that will be more about pushing deals.

Not giving proper explanations seems to be a growing problem at tcb these days :mad: