Topcashback Questions & Answers

Hey everyone,

@ F1Fan - I would advise speaking to the Post Office to ask why this is the case and go from there as if this can’t be amended at the Post Office’s side I am afraid we won’t be deemed as eligible for the purchase.

@ mrv – We have done what we do say we do and this is to pass on 100% of the cashback we are awarded for you purchase. I am afraid we cannot dispute the amount we have been provided for you purchase any further.

@ MidlandsGlory – If you email me at mse@topcashback.co.uk we can sort this for you.

@ digital – If you also email me at mse@topcashback.co.uk I can see if there is anything more we can do !!!128522;

Best wishes,
Matt

Hi everyone,

@digital - Cheers, we'll check this out we will look into this and get back asap.

@stemcgoo - I am sorry you feel that way. I'm going to turn your comments on their head a little bit just to put a different point of view on this.

Would you rather we gave your claim a specific time frame, say 12-16 weeks and then auto decline a claim? Do you think that would represent us caring for your claim? That of course is an option for us.

We as a company who want you to get your cashback have decided not to follow that route. It may speed up people getting a declined resolution we don't think that's fair to just stop perusing it if there is a chance of us getting the cashback.

Now, that's not to say it's acceptable for retailers or their networks to take two years to reply to us. This doesn't happen widely and as you say both of the claims that you have issues with are with one particular retailer. When it does we do have ways of proceeding to push for a resolution. This doesn't mean we get a response straight away.

Coming back to your comment about we don't care about you, if that was true we'd just decline your claim.

Just this week our team have got confirmed some long standing claims,if we didn't care those members wouldn't have got their cashback. We would have just give up on it.

We are just one player in the wider cashback system. We don't have a monopoly over it and yes we have to wait our turn for our claims to be looked into. It's not to say we're not working with the relevant parties to prevent things like this from happening.

Best wishes,
Matt

Hi everyone,

@stemcgoo - I am sorry you feel explaining things from our point of view, was the wrong thing to do.

The agreement between us and you is that we pass over to you cashback we are eligible for. When a claim is needed it means we are not eligible for the money. Not that we have failed.

The tracking network can see a lot more information than both you and us. If they have no evidence of us being eligible for the funds then they will refuse to pay us.

I am afraid we can't pay you the funds if we are not paid them as this would come out of out own pocket. However, if you do find as note on our site that says we pay out if we are not eligible for funds please can you let me know where you have seen this?

Best wishes,
Matt

Hi everyone,

@antrobus - I think you'd have an issue with us using your cashback to fund other people's declined transactions.

We will always do what we can to help our members and provide the best service possible.

I am sorry that we haven't heard back about your claims, one of which was lodged to the network earlier this year and we will do what we can to get these done and sorted.

Best wishes,
Matt