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  • FIRST POST
    • Former MSE Andrea
    • By Former MSE Andrea 27th Mar 13, 1:23 PM
    • 9,418Posts
    • 22,338Thanks
    Former MSE Andrea
    0 WOW
    Topcashback Questions & Answers
    • #1
    • 27th Mar 13, 1:23 PM
    0 WOW
    Topcashback Questions & Answers 27th Mar 13 at 1:23 PM
    MSE Additional reading:

    You might like to read our latest Cashback sites news story: Are you a cashback site loser?

    Back to the original post...

    Hi everyone,

    If you have a question you'd like to ask cashback website Topcashback directly, post your question below and it will try to answer. If you want to discuss other cashback sites then please start a separate thread if there isn't one already.

    Please remember referral links are not permitted. If you want to post a referral you can do it on the Topcashback referrals thread.
    Last edited by Former MSE Andrea; 27-10-2015 at 8:51 AM.
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Page 225
    • Schnurrbart
    • By Schnurrbart 7th May 19, 5:05 PM
    • 28 Posts
    • 23 Thanks
    Schnurrbart
    Hi Matt


    I hope you've had a pleasant Bank Holiday break. Now it's "Once more unto the breach" for you! Thanks for replying to my email, and for your response to my earlier post. I promise to keep this one shorter!


    Thanks for clarifying your position regarding Zeek. It is true that "the other site" were still offering and promoting Zeek credit as a payout option even when there were rumblings of something amiss. I hadn't even checked my Zeek account for some weeks, and was unaware of those rumblings when they first, er, rumbled; it was only when Zeeks' insolvency was announced that I looked around the net and found the warning signs on social media, etc. Your comments are pretty much consistent with what I have read about the situation from other sources. It must have been an awkward situation, and I appreciate your candour.



    I still need to confirm the category for my Zavvi purchase in order for the claim to proceed, but as I've already asked (to no avail), which is the correct one from TCB's/Zavvi's point of view? I'm repeating myself here, but I don't understand why I'm being asked what the correct category is, when surely TCB must know the answer already (or, if not, could easily contact Zavvi to find out, and would then know for future reference). Just to remind you, the purchase was a T-shirt & book bundle, and arrived in ZBox packaging. I therefore chose 'ZBox sale purchase' when submitting my claim, but am being told that the correct rate (at least for that category) is 2.5%. I suspect that, even if I selected one of the other two possible categories (Clothing or Printed Products), I would be told that 2.5% was the correct rate for them as well (whereas I'm maintaining that it was 8% for all the categories, even the non-applicable ones).


    There are only two possibilities, as I see it. Either the rate really is (despite my contention) 2.5% whichever the category, in which case it's pointless TCB asking me to select a different category, or Clothing or Printed Products were at 8% (and ZBox 2.5%), in which case TCB could help me out by actually telling me which category my purchase comes under.


    Bottom line: please tell me which category I should select for my purchase. Thanks!
    • stemcgoo
    • By stemcgoo 8th May 19, 5:57 AM
    • 102 Posts
    • 246 Thanks
    stemcgoo
    So whats the oldest TCB claim out there?

    I’m fast approaching 3 YEARS for a claim made for a cruise booking made with Royal Caribbean in August 2016. You can appreciate its a not insignificant amount for a holiday booking.

    I also have another one from January 2018 which like others recently posted, TCB have gone quiet on since actually offering me the wrong amount of cashback, which as I have challenged and proven what the purchase amount was (less taxes) they have again gone quiet on.

    Uselss aren't they?
    • Molineux99
    • By Molineux99 8th May 19, 6:56 AM
    • 16 Posts
    • 2 Thanks
    Molineux99
    @Matt re post 4480



    Just utter nonsense - you stated this


    Someone’s cookie, a voucher code or some sort of trace was on your purchase to another source. They have been paid and not us and while we’re do our best to help you avoid this we can’t force our cookie through to be the one that should be paid.


    So right there you've admitted its an absolute lottery whether cashback is due or not - if it wasn't there wouldn't be hundreds of pages/threads of people complaining about not receiving it.

    Moving on - so why did it take you 1.6 YEARS to come to that conclusion ? Is obfuscation a tactic ?

    Onto the rogue cookies you're hiding behind - explain this one - on ANOTHER failed cashback I, through you, booked two hotel stays on Expedia -booked one set of three days, then immediately another three days - you paid cashback for the first then pulled the 'another affiliate' stunt for the second. The two transactions were SECONDS apart, only the drop down window for the calendar was used and yet those clever little cookies managed to nip in and take the cash for the second stay right ? Nonsense. (I also have a very robust AD blocker on at all times)

    What percentage of claims fail ? I would love to know that.

    You also claim that a commission HAS been paid out (after 1.6 years) - so who was it paid too ? If assuming Agoda paid it to someone, they can provide that information right ? do you have phones ? How much effort did you make to track this down ? Clearly not a lot.

    You also dodged the questions as to 'who said you cannot appeal' ? and 'who said you have to stand behind the decision' ? Was it Agoda ? If it was why is that the case ? If it wasn't then given you are the only other party concerned you must be talking to yourselves!

    Several other people fell foul of your Agoda link up according to Google, and shamefully you are still doing business with them even after numerous people have clearly been ripped off.

    Given the sheer lottery of getting paid, and whether you state that people should not make a transaction based on cashback, your business model is clearly just that and the contract between you and the customer is clearly inferred. With this in mind I have forwarded this episode to trading standards as this is simply a scam in many cases that needs looking at - I have also forwarded it onto Agoda, asking them who they have paid commission to (unless of course someone at TCB can be bothered) and secondly to inform them, not happy to be scammed. I will never use them again (naturally nor TCB either)

    So over to you Martyn Lewis - you claim you're a man of the people who loves to stop people being scammed - this must be right up your street - start with google as to how many people this affects and go from there ....(or of course just skim through the 4,500 posts on this thread alone, seems to be a lot of unhappy bunnies in there too)
    Last edited by Molineux99; 08-05-2019 at 7:25 AM.
  • TopCashBack Company Representative
    Hey everyone,

    @Schnurrbart – Thanks for your understanding, as you say the lack of rumblings certainly didn’t help and if we have any inclination of what was to be we would have contacted members urging them to spend any money they had left as we have done with similar situations with other providers.

    I don’t suppose you still have a link to what you purchased do you? (Feel free to email it to me at mse@topcashback.co.uk if you don’t want to publicly share) That will help me to identify the best category for this purchase for you.

    @stemcgoo – I mean, of course, I’m going to be biased here but the term useless suggests that we have no ability to assist with claims which is just far from the truth. We recover millions of pounds for our members through the claims process and not only that have made changes internally to make things better.

    Of course, there are some very frustrating situations for us when no matter how much we push we’re not getting an outcome we can give to you and this does put us in a tricky situation.

    Ultimately, it comes down to one decision, do we give up or do we continue to fight your corner until we get somewhere. Other sites may feel the cheaper and quickest option is to just give up, we don’t and yes this does mean you’re waiting longer but we believe that long wait is better if it leads to something positive.

    Of course, we can’t always guarantee it will be a success when we get that final outcome but we’d rather do everything we can to get you a positive result. If you would like me to check out your claim please do drop me a message at mse@topcashback.co.uk

    @Molineux99 – Cashback is not a lottery but that doesn’t make it guaranteed. Apart from very rare cases such as retailer administrations, if you follow our advice to help tracking, there’s little reason why your cashback will be declined.

    Of course we can’t run through everything on your device which may be putting cookies on your device but it is something the owner of the device should be able to do.

    I am happy to explain what I think has happened with Expedia. You clicked through us to get the purchase, you gained our cookie. All is well. Cashback paid as expected.

    The issue here is the second purchase, no doubt cookies weren’t cleared or you purchased straight away in the same window. The Expedia site itself will likely be credited with the sale as that website was the cause of you making that second sale, not us. Therefore, we’re not seen as the last referrer.

    You may be able to find who the referrer is from the retailer, doing the usual steps to gather all the data the retailer holds on you but we can’t necessarily provide that information as the majority of the times the tracking network will not be willing to share with us information about a competitor.

    Not last referrer is a dead end, would it be right for us to drag things out for another year or so knowing you’re going to get the same response back? Your post makes very clear here you don’t like waiting for claims to be resolved and so I don’t think you’d agree with us doing this.

    MSE has a great resource about cashback sites and all the pros and cons, it’s an interesting read and also explains, as we do that cashback is not guaranteed. https://www.moneysavingexpert.com/shopping/cashback-websites/

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • diamond dave
    • By diamond dave 9th May 19, 8:04 PM
    • 677 Posts
    • 389 Thanks
    diamond dave
    Topcashback compare insurance
    Last December I went through Topcashback Compare for a contents insurance quote. Previously I was with Swinton insurance but as Axa was offering £24.50 c/b I went with Axa. I also signed up for the £3.00bonus.As I get new quotes every year, I always clear cookies etc before purchasing etc,etc. I have now been told by Lauren that no cash back can be paid as " ..you renewed direct with retailer". As these are 2 different companies and I purchased the policy through TCB how can you say that no cash back can be paid? I have a complete record of the purchase and my account clearly shows the click through to Axa.Please investigated.
  • TopCashBack Company Representative
    Hi everyone,

    @Diamond Dave - Can you email me across at mse@topcashback.co.uk so I can take a much closer look into that for you?

    Many thanks,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Molineux99
    • By Molineux99 12th May 19, 8:04 AM
    • 16 Posts
    • 2 Thanks
    Molineux99
    Lottery wins are not guaranteed either that's why they're called lotteries. If cashback isn't guaranteed, (but all along the process its clearly suggested) then that's a lottery.



    Did anyone contact Agoda to find out who they paid their commission out to ? You've already said they did so this is the second time of asking ....who got it ?



    How are you managing to suggest all is well and good when this entire thread and endless google searches reveal cashback not being paid all over the place in a significant amount of cases.
  • TopCashBack Company Representative
    Hi everyone,

    @Molineux99 - If you submit the normal request for information you can do to the retailer they should be able to provide you with the information you're looking for.

    We operate this business because we can see the millions of people we help each year. Sure, there are some disappointed people who are more than happy to share their experiences but on top of that, there are plenty more people who are incredibly satisfied with the service they receive.

    I mean, talk about putting your money where your mouth is, I was a member of TopCashback, a year before I started to work here. I am aware of where issues can arise but also aware of how to prevent those issues.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • EmilyRoo
    • By EmilyRoo 22nd May 19, 3:39 AM
    • 1 Posts
    • 0 Thanks
    EmilyRoo
    Hi,

    I’ve just signed up to topcashback site using a personal email address, however sometimes when I am booking travel and hotel rooms I need to use my business email address, should I sign up to topcashback with a business email or does the email address not matter?

    Thanks, EmilyRoo
  • TopCashBack Company Representative
    Hey everyone,

    @EmilyRoo - Using your business email won't affect cashback but you may just want to run past your company if they're ok you earning cashback on business bookings or whether they wish for you to have a work account where the money goes back to the business

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • deefadog
    • By deefadog 24th May 19, 9:50 AM
    • 2,145 Posts
    • 619 Thanks
    deefadog
    Hi all, Quick question on cashback from Direct line, i have a quote saved, but can i go from TCB to direct line and retrive quote and buy or should i go through a new quote to get the cashback, just wondered what the best option was.

    Thanks all

  • TopCashBack Company Representative
    Hey Everyone

    @Deefadog We would advise that if you are purchasing directly with the retailer and not going through TopCashback Compare to clear all browser data and click through to make a fresh new quote with the retailer before purchasing it.

    We hope you all have a great bank holiday weekend

    Best wishes

    Phil
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • deefadog
    • By deefadog 24th May 19, 1:38 PM
    • 2,145 Posts
    • 619 Thanks
    deefadog
    Thank you! have a lovely weekend

    Hey Everyone

    @Deefadog We would advise that if you are purchasing directly with the retailer and not going through TopCashback Compare to clear all browser data and click through to make a fresh new quote with the retailer before purchasing it.

    We hope you all have a great bank holiday weekend

    Best wishes

    Phil
    Originally posted by TopCashBack Company Representative

    • POPPYOSCAR
    • By POPPYOSCAR 28th May 19, 6:34 AM
    • 12,277 Posts
    • 27,012 Thanks
    POPPYOSCAR
    Hi TCB

    I purchased a TopGiftcard.

    It tracked at 0.00 and has confirmed at 0.00.


    Advice please. Thank you.
  • TopCashBack Company Representative
    Hey everyone,

    @POPPYOSCAR - it suggests the retailer believes you got a refund or something like that and so please lodge a claim if this wasn't the case.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • POPPYOSCAR
    • By POPPYOSCAR 29th May 19, 3:27 PM
    • 12,277 Posts
    • 27,012 Thanks
    POPPYOSCAR
    Hey everyone,

    @POPPYOSCAR - it suggests the retailer believes you got a refund or something like that and so please lodge a claim if this wasn't the case.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    How can you get a refund on a gift card?

    It tracked and confirmed at at the same time.

    This was through TopGiftCards.

    Something is not right with your tracking.

    I tried to submit a claim but even that is not right as it is showing the wrong amount to be claimed.

    I had a confirmation email dated 27th May the date I purchased it confirming the amount.
    Last edited by POPPYOSCAR; 29-05-2019 at 3:46 PM.
  • TopCashBack Company Representative
    Hi everyone,

    @POPPYOSCAR - I am sorry you think something is wrong with the tracking but with your individual purchase being like this and not something happening en-masse with the retailer it suggests we're not eligible for the cashback. A failed transaction is one potential with this.

    I believe the cashback for this retailer is decided on the basis of the claim and we just have to put a standard rate in when you lodge a claim and so please don't worry if it's lower than expected.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • POPPYOSCAR
    • By POPPYOSCAR 30th May 19, 4:13 PM
    • 12,277 Posts
    • 27,012 Thanks
    POPPYOSCAR
    Hi everyone,

    @POPPYOSCAR - I am sorry you think something is wrong with the tracking but with your individual purchase being like this and not something happening en-masse with the retailer it suggests we're not eligible for the cashback. A failed transaction is one potential with this.

    I believe the cashback for this retailer is decided on the basis of the claim and we just have to put a standard rate in when you lodge a claim and so please don't worry if it's lower than expected.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    I am really not understanding this at all.

    I buy a gift card through topgiftcards. I get an email confirming my purchase and the cashback.

    How can TCB not be eligible? It is through you, the link is through you. I have an email from you confirming it. I have an email from you with the gift card .
  • TopCashBack Company Representative
    Hey everyone,

    @POPPYOSCAR - Although the branding is TopGiftCards, the cashback is not supplied by us directly as the service is provided by a different company. They manage the programme and they award the commission to us which we pass as cashback.

    You really do need to lodge a claim to get this raised as I can give you possibilities of why it's been declined but I can't tell you why it's been declined or if we can get this overturned. This can only be done if you lodge a claim.

    Regards,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • POPPYOSCAR
    • By POPPYOSCAR 31st May 19, 1:36 PM
    • 12,277 Posts
    • 27,012 Thanks
    POPPYOSCAR
    Hey everyone,

    @POPPYOSCAR - Although the branding is TopGiftCards, the cashback is not supplied by us directly as the service is provided by a different company. They manage the programme and they award the commission to us which we pass as cashback.

    You really do need to lodge a claim to get this raised as I can give you possibilities of why it's been declined but I can't tell you why it's been declined or if we can get this overturned. This can only be done if you lodge a claim.

    Regards,
    Matt
    Originally posted by TopCashBack Company Representative
    Yes I have lodged a claim.

    There is something about this that is not right.

    Why are all the emails headed Topcashback confirming the purchase and then showing the giftcard if it is a different company?

    I do not understand how or why it can be declined. It tracked as confirmed at 0.00. almost immediately even though my email from you showed 32p.'discount'
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