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  • FIRST POST
    • MSE Andrea
    • By MSE Andrea 27th Mar 13, 2:23 PM
    • 9,261Posts
    • 22,116Thanks
    MSE Andrea
    0 WOW
    Topcashback Questions & Answers
    • #1
    • 27th Mar 13, 2:23 PM
    0 WOW
    Topcashback Questions & Answers 27th Mar 13 at 2:23 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 MSE Andrea; 27-10-2015 at 9:51 AM.
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Page 211
    • F1Fan
    • By F1Fan 4th May 18, 3:07 PM
    • 40 Posts
    • 6 Thanks
    F1Fan
    Hi,

    I'm trying to set up a broadband package with the Post Office through your site, to gain £50.50, but every time it tells me to phone them direct to proceed with the order. Please can you tell me how that effects the cash back.

    Thanks
    • molerat
    • By molerat 4th May 18, 6:01 PM
    • 19,576 Posts
    • 13,777 Thanks
    molerat
    Hi,

    I'm trying to set up a broadband package with the Post Office through your site, to gain £50.50, but every time it tells me to phone them direct to proceed with the order. Please can you tell me how that effects the cash back.

    Thanks
    Originally posted by F1Fan
    If you break the "100% on-line" chain you will not get cash back.
    https://www.helpforheroes.org.uk/give-support/donate-now/
    • mrv
    • By mrv 4th May 18, 6:31 PM
    • 2 Posts
    • 0 Thanks
    mrv
    @TCB rep

    So you're saying that:

    (a) TCB advertised something that has not been provided,
    (b) TCB won't bother despite support requests within the timeframe the retailer was happy to pay, and
    (c) It took TCB 2 1/2 years and a public forum to say this, despite support messages saying that the matter is under investigation.

    Is TCB happy with that level of service?

    Hey everyone,

    @mrv - From the date range you have specified Microsoft through their tracking network have awarded all they are happy to award for purchases made. We will not obtain any further payment from them.

    It could be that the commission got split between different sourses including our self or something else by the retailer and their network looked at your purchase and decided to award us the amount we have passed over to you and I am afraid nothing further can be done to overturn that.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    • MidlandsGlory
    • By MidlandsGlory 5th May 18, 10:37 AM
    • 731 Posts
    • 3,109 Thanks
    MidlandsGlory
    Hi,
    Help please, I am stuck in a bit of a loop.

    I have often had trouble with getting emails from you about routine transactions so I tried to change the address I used.

    It has changed as far as logging in, but won't let me do anything else as its needs to send a confirmation to my old address..

    But website says it can't send to it! (hence why I am trying to change it)

    So endless loop.
    • digital
    • By digital 8th May 18, 11:58 AM
    • 203 Posts
    • 22 Thanks
    digital
    TopCashBack are giving me the run-around. I bought monitors from Ebuyer on a 2% cashback offer. The cashback tracked at 1.5% and I pointed out the error.

    Eventually, the 1.5% cashback became payable and I claimed it and asked for the additional 0.5% (£4.83) to be paid. Since then I have been told that ' the merchant has taken the decision to decline this submission' as I have 'not met terms and conditions'!

    This is illogical. The terms and conditions must have been met as the 1.5% was paid out.

    TopCashBack need to stop playing games and make payments due.
    digital
  • TopCashBack Company Representative
    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
    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"
    • digital
    • By digital 8th May 18, 6:06 PM
    • 203 Posts
    • 22 Thanks
    digital
    @ 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
    Originally posted by TopCashBack Company Representative
    Hi Matt

    I have emailed you. I have to say that I am seriously unimpressed with the way I and my claim are being treated.
    digital
    • stemcgoo
    • By stemcgoo 9th May 18, 6:03 AM
    • 86 Posts
    • 234 Thanks
    stemcgoo
    Yeah classic TopCashBack treatment. I have cancelled my Premium membership and pretty much stopped using them until they sort two claims that I have with them. Both for Royal Caribbean Cashback -one is now since August 2016....I wonder if they will let it get to two years old?
    The actual holiday has been and gone, paid up, all done and dusted last May 2017 so still no Cashback after 12months of that.
    What a pile of crap TCB are, usual excuse waiting for retailer, but they seem to actually do sod all to fight for us their customer.
    Shame their service isnt covered by Consumer Rights Act, as to use that analogy, TCB would be held accountable as the retailer and they would have to fight their battle with the manufacturer or their supplier for support/protection
  • TopCashBack Company Representative
    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
    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"
    • stemcgoo
    • By stemcgoo 10th May 18, 6:14 AM
    • 86 Posts
    • 234 Thanks
    stemcgoo
    Wow, Matt, what a truly shocking, ill thought response.

    Turn my point on its head? Take the morale high ground eh?

    Essentially, blame the retailer is what this is.

    I don't have a contract with the retailer. I have a contract with TCB. Your inability to manage your contract with the retailer should not be impacting my experience.

    At this point it is clear TCB do not put any risk on their own position.

    The point is at your suggested 12-16 week limit it shouldnt be auto-decline the claim, it should be auto-pay. You havent done your jobs correctly so accept your medicine and pay out.
  • TopCashBack Company Representative
    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
    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"
    • antrobus
    • By antrobus 10th May 18, 7:22 PM
    • 16,216 Posts
    • 23,081 Thanks
    antrobus
    ..
    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.
    Originally posted by TopCashBack Company Representative
    But it's a very big pocket. TopCashBack had £15m in the bank on the 31 December 2016.

    It's a very profitable business. Perhaps it should invest a slice in maintaining customer goodwill?

    And I think the pocket belongs to Mr and Mrs Tomkins and Mr Ragg.
  • TopCashBack Company Representative
    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
    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"
    • antrobus
    • By antrobus 11th May 18, 6:45 PM
    • 16,216 Posts
    • 23,081 Thanks
    antrobus
    Hi everyone,

    @antrobus - I think you'd have an issue with us using your cashback to fund other people's declined transactions. ..
    Originally posted by TopCashBack Company Representative
    You misunderstand, I was suggesting that TCB use some of it's own money. I was simply noting that it had quite a lot of money sloshing around.

    I you used my money, it would be theft. TCB would have an issue with plod.
  • TopCashBack Company Representative
    Hey everyone,

    @antrobus - To put this differently, would you rather we axed the bonuses we run, axed top up? The Humminbird game etc? We run a very tight ship here at TopCashback and make sure that we provide the best service we can.

    Paying off declined claims or unpaid claims just isn't a sustainable proposition while also giving away all the money we get for the commission. I must also say, it's not something we have ever promised you.

    By joining our site and accepting our terms and conditions you agree to the service we provide. Of course, feedback is greatly received and acted on where possible but your suggestion to pay off every claim without getting that money back from the retailer just isn't possible.

    I'm sorry it's not the answer you are looking for.

    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"
    • antrobus
    • By antrobus 14th May 18, 6:32 PM
    • 16,216 Posts
    • 23,081 Thanks
    antrobus
    Hey everyone,

    @antrobus - To put this differently, would you rather we axed the bonuses we run, axed top up? The Humminbird game etc? We run a very tight ship here at TopCashback and make sure that we provide the best service we can. ....
    Originally posted by TopCashBack Company Representative
    TCB do all that now and still make £3m a year.

    I was simply responding to your complaint that "we can't pay you the funds if we are not paid them as this would come out of out own pocket" that TCB had deep pockets.

    ...
    Paying off declined claims or unpaid claims just isn't a sustainable proposition while also giving away all the money we get for the commission. I must also say, it's not something we have ever promised you.
    Originally posted by TopCashBack Company Representative
    So where does the profit come from? In any case, I know for a fact that TCB don't give away all the money it gets on TSM commission.


    By joining our site and accepting our terms and conditions you agree to the service we provide. Of course, feedback is greatly received and acted on where possible but your suggestion to pay off every claim without getting that money back from the retailer just isn't possible.
    Originally posted by TopCashBack Company Representative
    I never suggested that at all. Don't make things up.

    I'm sorry it's not the answer you are looking for.
    Originally posted by TopCashBack Company Representative
    I wasn't looking for any kind of answer from you. If I wanted an answer I'd ask one of the directors.

    P.S. Dear MSE board guide; I know this is all off topic. But condescension sometimes inspires me to indulge in a little tail tweaking. Sorry about that.
    • stemcgoo
    • By stemcgoo 15th May 18, 6:22 AM
    • 86 Posts
    • 234 Thanks
    stemcgoo
    @Matt (TCB)

    I think the point that I and others such as Antrobus are making is that you guys are very good at hiding behind small print.

    I am also a member of Quidco and other sites. Before online shopping i check out which offer the best rates for the sites i am intending to shop on.

    I have been using referral sites since at least 2011 and have amassed thousands of pounds in cashback. I know how to use sites (only one for a purchase) , how to properly ensure a tracked purchase and yet, consistently it is only TCB i need to complain about.
    Quidco (and other sites) are much better at both confirming and tracking a purchase and indeed the resultant payout.

    @Matt, i am sure you will repeat your previous comment that you do not know how or what other sites do - but my point is that in comparison to your competitors why is it that TCB are just so terrible at tracking a purchase in the first place and then tackling claims with retailers?

    I have never had this level of frustration with Quidco.

    Hence why right now, i have boycotted TCB until my claims are paid. And in the meantime if i enjoy making some noise on public forums to warn consumers away from TCB amd your poor performance, then please forgive me.
  • TopCashBack Company Representative
    Hey everyone,

    @antrobus - For further info on how we make money please see the following help section post which we have crafted for you and any one else curious as to how the UKs most generous cashback site earns money to keep the website functional. https://www.topcashback.co.uk/Help/7

    @stemcgoo - of course, to maintain a website and to keep everything fair we have to have terms and conditions to protect us (and you).

    However, in direct answer to your question about tracking. While we don't know the ins and outs of other sites policies we do know one thing, to ensure the whole fairness of the tracking processes they have to use the same links, the same ways of tracking as us. The tracking system used was created way before cashback sites ever existed. We just use it for your benefit.


    Just to remind you, the cashback site doesn't track purchases. It never has. The cashback site is simply the 'referrer' of the purchase or in short, the button you click.

    What happens before and after that we can't prevent. Therefore, I can say with quite some certainty that if the tracking environment is the same it should track no matter who you click through from.

    We will help you to give your transactions the best chance of tracking. Yes, as the wider industry grows and more and more people after your commission sometimes you do have to be aware of what could be preventing your tracking and this is what we are partly here to do, to help you along.

    As you can see, your negativity towards our site has come to transactions not tracking, do you really think we'd allow that to happen if we could prevent it?

    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"
    • Tatty_
    • By Tatty_ 16th May 18, 1:21 AM
    • 1,776 Posts
    • 1,449 Thanks
    Tatty_
    TCB

    I have posted before regarding a transaction that was confirmed and according to your stats, should have become payable, on average, after about 4 weeks. That was March 2017!!

    Your reply to me in October was as follows


    Looking into this merchant it looks like they have paid us twice this month but unfortunately this doesn't include the cashback for your specific transaction. However, I can see they are regularly paying us and so hopefully it won't be too much longer for your cashback to progress.



    Despite some nudges, nothing has changed

    So, we are some 14 months after the confirmed transaction. Can you see why people are getting frustrated with TCB? Surely you have some clout with the network, to apply pressure and get this sort of thing resolved???.........

    Seriously fed up with TCB
    • Jamie987
    • By Jamie987 16th May 18, 12:52 PM
    • 3 Posts
    • 0 Thanks
    Jamie987
    Merge
    Hello, I've been memeber of the TCB since 2014 and I could not login anymore and could not even reset the password. I've send an email to Contact@topcashback.co.uk on this regards.


    Please could you help?


    Thanks


    Jamie
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