TopCashBack USA Inc

Hi there,We are sorry to hear that you have had a declined missing cashback claimWe have had a look at your claim and can see that it has been explained to you that your claim has been declined due to 'another marketing channel', this could either be due to a coupon or promotional code being used
or that TopCashback has not been seen as the last referrer.I can appreciate that you did not use any code or had any other sites open, but this still does not result in TopCashback being seen to be the last referrerOther entities, such as pop up windows, previous stored cookies (which may not be visible to yourself) or even pre-saved baskets, can all affect this as well.I have continued to contact the network that we work via to see if it is possible at all to find out exactly why your claim has been declinedOnce I have a response this will be communicated with you on your claim.Thank you,TopCashback Support

Hi there,We are sorry you are having some issues with pay requesting the cashback you have had track, I have taken a look at your Support Ticket and can see our Support Team have explained that the reason you have to keep adding in your details is due to a technical error which is currently being
looked into by our technical team and is unfortunately taking longer to resolve than we first thoughtI can see the last message sent to you on your Support Ticket was on May 30th and that your Facebook post has also been replied to, please do be aware our Support Team answer around messages a day and do sometimes need a bit more information from members to find their accounts when a message is sent via Facebook so we can quickly and effectively help out.Our technical team are working as fast as they can to fix the error but this may take sometime, and we can only apologize for thisOnce this error is fixed you should have no problem pay requesting your cashback, all we can ask if that you please remain patient while this issue is resolved.Thank you,TopCashback Support

Hi there,We are sorry your missing cashback claim has returned declined, we can see this has been declined due to the reason "another marketing channel", this could be due to a coupon code being used or that TopCashback has not been seen as the last referring click, if you have not used a coupon
code this is more than likely that TopCashback was not recorded as the last referring click.We ask members to clear their computer cookies before making a purchase so TopCashback is the last click and no other sites can become linked.Please be aware it is not us at TopCashback that credits members claims with cashback, we work via a series of networks, once a claim is submitted to a network these are reviewed by them and they get back to us with an approved or declined resolution, if approved the cashback is passed onto us and we then pass this onto our members in full, if declined a declined reason is provided.Once again, we are sorry we have not been able to recover the cashback on this occasion.Thank you,TopCashback Support

Hi there,We have been in contact with the network and have managed to recover the cashback you were expecting, you should soon see this in your TopCashback account.Please do let us know if there is anything else we can help with.Thank you,TopCashback Support

Hi there,We looked into this with the network who responded with the following: "This inquiry was declined due to the customer using a coupon code that was exclusive to another partner and will not be valid when it is used on other affiliate sites"We also looked at all the coupon codes we had available at the time of your purchase and the coupon code you used was not available on our site.From looking at your TopCashback account we can see the two claims you lodged for Lenovo were both declined due to the same coupon being used.We are sorry we have not been able to recover the cashback on this occasion, we do advise members to read all Terms and Conditions on each merchant page before purchasing.Thank you,TopCashback Support

Hi there,We are sorry you have only received part of your cashback for your *** transaction, we can see our Support Team have advised that you lodge a Missing Cashback Claim for your *** purchase, we will then be able to look into this further for you.Thank you,TopCashback Support

Hi thereWe are sorry that your claim was declined.Please be assured that we at TopCashback have not declined your claim ourselves but are passing on the merchant networks decisionThere is no benefit to us declining members claims, we want our members to enjoy using our site and always try to
resolve claims successfully for our membersIf we did not want to recover the cashback for you, there would be no sense in even having a claims process available for our members to use on the occasion their transaction does not track.It should be noted that we simply pass on your details to the merchant network, who use those details to trace your transaction with the merchantWhen they couldn't find your transaction, we requested more information in the hopes of successfully challenging this decision for youWe forwarded on your confirmation e-mail and the merchant network then informed us that your order did not exist in their system and as the network could not see we were the last referrer to your transaction, they are declining the claim.Unfortunately if the merchant cannot trace a transaction or see that we were party to it, they will not approve a claim and issue cashback to us to pass on to youWe are sorry that this has occurred on this occasionWe have challenged this and followed all potential avenues of overturning the decision, but occasionally we simply have to accept the merchants decision is final and they will not be issuing cashback in response to our claimI am sorry about this.We truly hope this experience does not deter you from benefitting from cashback moving forward.Best wishesTopCashback

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do however wish to note that the funds were not available before I contacted the Revdex.com, which means the funds WERE actually being held for a reason unknown to meTopCashBack really needs to work on the infrastructure for their system, as it has not automatically registered my purchases multiple times, and instead of owning the problem them self, they then blame the supposed "merchant network" for not reporting it correctly(but note how in their response, they advise against talking to the merchant directly,despite blaming them for the delay) Because of the lack of transparency that TopCashBack has in disclosing the specifics of how their system works to the consumer, I do not trust that I will get my cashback for future purchases, and will most likely use a different provider going forwardI really liked the concept and layout of the site, and implore TopCashBack to be more "automated" and report the "exact date" that the consumer will get the cash back.I am at this point in the process of receiving the cash back that TopCashBack noted in their above response, and if completed, I will be fully satisfied.Thank You,-***

Complaint: ***
I am rejecting this response because:you have provided conflicting informationOn the top cash website you claim the merchant stated a different promotion was used but failed to supply what the merchant alleges was used, it makes no sense that initially my order could not be found and now suddenly however now the merchant claims a different "method" was usedI did not use any other links but the one on cash back in fact I believe I clicked on it several times prior to purchasing the item to be sure the link went through which you can seeing my accountIt seems that any time I have a larger cash back amount topcash doesn't track the purchase and a claim has to be filedThis one is the largest amount I have had to open a claim on and the first one denied. You have not done everything to pursue this claimas you still have not asked ** *** what other avenueAgain either topcash back or ** *** is coming up with reasons to not pay my claim Topcash offers large rebates but it seems you also frequently don't track purchasesDo the right thing and hold yourselves and ** *** accountable
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have already sent multiple messages and never received a responseI did send another one today and would like this situation handled ASAP.
Regards,
*** ***

Hi there,Having looked into this for you we can see the cashback was linked to your account on March 10th, now we need to wait for the cashback to make its way through your TopCashback account to a Payable status, if you take a look at your Earnings page on your TopCashback account and click onto
the amount $you will see it can take up to weeks for this to move to a payable status, this is because we need to wait for the cashback to be paid to us from the network that we work viaOnce your cashback is at a payable status you may pay request this cashback to your bank or paypal account.If you have any question regarding the speed of your payment you can always lodge a Support Ticket via your TopCashback account and the Support Team will be happy to help you with any queries.Thank you,TopCashback Support

Complaint: ***
I am rejecting this response because I did not use any other "marketing channel" in making these purchasesI clicked ONLY the Topcashback link before making the three purchasesIf I indeed used another "marketing channel" for the three purchases, then Topcashback should be able to tell me specifically what they wereIt has access to the business they partner with, not meIn fact, when I told its representative that I had contacted Greater Good, I got this response, "We do advise our members not to contact the merchants as we do not work with the merchant we feature directly but with a network, not all of the merchants customer service departments will be fully aware of their marketing schemes, or aspects like this may be dealt with by a separate division of their company and they may refuse to help you with regards to questions concerning cashback." Topcashback's Revdex.com response is the same vague and nonspecific response that they have given twice beforeI believe I am entitled to the cash back percentage listed on the site for all three purchases I made, since Topcashback is unable to tell me specifically why the cash back has not been paidNot only is it unfair to not pay the bonuses, it is poor customer service to provide the same vague canned answer repeatedly
Regards,
*** ***

Hi there,We have taken a look at this for you and can see you have the correct cashback tracking in your TopCashback account for the Banana Boat SPF sunscreen you purchased, the cashback is also at a Payable status so if you wish to pay request the cashback to your PayPal or Bank account all you
need to do is go to the Payout section of your TopCashback account and follow the onscreen instructions.Thank you,TopCashback Support

Hi there,We have had a look into this for you and can see we have made you an offer of half the expected cashback on your claim, the reason we have offered half is because your claim was declined for the reason "non-commissionable", the items you purchased from *** were non-commissionable,
unfortunately we did not know this until your claim was submitted to the network. As a gesture of goodwill from us we made you an offer of half the expected cashback so you didn't miss out too much.You have mentioned in your complaint that you believe we may have kept part or all of the cashback you should have received, please be aware that we work via networks, the network pays the cashback to us and we then pay this to our members in full and do not keep part of the commission, you can read more about how we work from the following link: ***Please do get back to us on your missing cashback claim so we can resolve this for you.Thank you,TopCashback Support

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
My problem was resolved after TopCashBack sent me an email address that allowed me to correspond with them
Regards,
*** ***

Hi there,Due to strict confidentiality rules between the merchant and the network, we have not been provided with who the last referrer to your transaction has been seen to be, and as such, we are unable to pass this information onto yourself.Thank you,TopCashback Support

Hi there,We have had a look into this for you and we can see you have three claims lodged for the merchant ***, your claims are currently at the 'Ready To Submit' status, which is the status all claims are placed at before being submitted to the network for reviewWe have sent you a message to
each claim updating you of this status.Please do lodge claims for any cashback you have missing and we will do our best to recover this for you.Thank you and best wishes,TopCashback Support

Hi there,We have had a look into this for you and can see that the cashback for order number *** has been received and Pay Requested by yourself.Please be aware when a cashback amount is linked to a members claim an automatic message is sent to the claim so members know when a cashback
amount has been linked, this is the message you are referring to in your complaint.Having looked into your TopCashback account we can see you have Pay Requested a total of $3,for the merchant '*** *** ***'You have lodged a total of missing cashback claims, missing cashback claims have been resolved, the remaining missing cashback claims have been submitted to the network for reviewIt is mentioned in the important information when lodging a claim the following "Once you've lodged a missing cashback claim, we'll have all the information we need to investigate your cashback with the retailerThis process often takes between and months, although it can sometimes take longer." Your missing cashback claims were submitted to the network on December 31st and are still within the time frame for the network to review the claims and get back to us with a resolution.We hope this has helped.Many thanks,TopCashback Support

Hi there,We are sorry you have not been able to pay request the cashback from your TopCashback accountWe have had a look into this and can see you have multiple accounts created on TopCashback, so we can be assured these are accounts for separate members and the purchases are genuine we have asked
if you can provide invoices and IDs.I can see we have sent you a Support Ticket asking to provide invoices, if you are able to do this we will be able to help further.Thank you,TopCashback Support

Hi there,We are ever so sorry your claim has yet to be resolvedUnfortunately we recently had an issue with the merchan* *** where cashback for the offer *** $Gift Card' was tracking at a lower amount than expected, we are currently looking into this issue with the network and are
yet to receive an update.Please do be aware we replied to a message on your claim on December 22, 2014, letting you know we were looking into this issue.Once we have a further update for you we will contact you via your claim, if you do have any further questions please do contact us, we respond to claims within a hour time frame.Thank you and best wishes,TopCashback Support