Topcashback not paying money promised for insurance policy bought - is there nothing I can do?

TuppenceHapenny

After buying a buildings insurance policy via topcashback, the cashback was not paid so I raised a claim on the topcashback site. I've just found the following message on the site (in relation to my claim) - is there nothing more I can do now? After all, I used their site in good faith and followed their instructions.

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We’ve heard back from your claim and have been told that cashback cannot be awarded for the following reason:

"Your order was not found in the purchases TopCashback referred."

If your order ID matches the one you provided us, this means we weren’t seen as the referrer for this purchase.

While we know you visited this company through our link, sometimes websites or browsing activity before or during the purchase can prevent us from being seen to refer the purchase. It can also happen if a voucher code not displayed on our site was used or when cookies aren’t accepted on the brand’s website or app.

We want to help ensure your future purchases are awarded cashback. Taking steps, such as clearing your web browser cookies and cache before clicking through from us can help, as can making sure no other web tabs are open.

You can find our full tips to help ensure cashback is awarded here

MattMattMattUK

TuppenceHapenny said:

After buying a buildings insurance policy via topcashback, the cashback was not paid so I raised a claim on the topcashback site. I've just found the following message on the site (in relation to my claim) - is there nothing more I can do now? After all, I used their site in good faith and followed their instructions.

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We’ve heard back from your claim and have been told that cashback cannot be awarded for the following reason:

"Your order was not found in the purchases TopCashback referred."

If your order ID matches the one you provided us, this means we weren’t seen as the referrer for this purchase.

While we know you visited this company through our link, sometimes websites or browsing activity before or during the purchase can prevent us from being seen to refer the purchase. It can also happen if a voucher code not displayed on our site was used or when cookies aren’t accepted on the brand’s website or app.

We want to help ensure your future purchases are awarded cashback. Taking steps, such as clearing your web browser cookies and cache before clicking through from us can help, as can making sure no other web tabs are open.

You can find our full tips to help ensure cashback is awarded here

No, sometimes it happens, it is mildly annoying but no point in getting wound up about it. It can happen if one has already been on that website and has existing cookies, clicks through from a comparison site, other technical reasons. Cashback is never "promised", it is always a best endeavours process and sometimes retailers do not pay out.

Nasqueron

I've been ok with the last couple of car insurance payouts, I find it best to use a dedicated browser with no addons for cookie tracking and do it all in one transaction with minimal clicks

Ayr_Rage

That's a pretty comprehensive reply from TCB and as they never have guaranteed all transactions will be successful you'll have to accept their decision.

DullGreyGuy

TuppenceHapenny said:

We want to help ensure your future purchases are awarded cashback. Taking steps, such as clearing your web browser cookies and cache before clicking through from us can help, as can making sure no other web tabs are open.

The problem with insurance is that you give much more detail when visiting the site than when you visit some random retailer to see their prices. So yes for Argos or Thomas Cook clearing your cookies and cache is likely be enough for them not to realise you already clicked through to their site and saw prices before using TopCashBack with insurance they dont need to use such crude tools as they've your name, address, dob etc from the quote you ran before going to TCB which also records any referrer code

As always, take cash back as a bonus and dont make transactions you wouldnt be happy doing if the cash back doesnt go through.