TopCashBack USA Inc

Hi there,We are sorry you have not yet had a resolution for your [redacted] Now claim, having looked at your claim I can see we are currently in contact with the network that we work via to try and get a conclusive outcome for you.Please do be aware it is not us at TopCashback the credits members...

claims with cashback but a merchant network, the network reviews the claims we send over and 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.Unfortunately as we have not yet had an update for your claim all we can advise that we will continue to chase this on your behalf, but as soon as we have any updates we will be in touch via your claim.Thank you,TopCashback Support.

Hi there,I have taken a look into your TopCashback account, and can see that we have replied to you on those Missing Cashback Claims today. Just to re-iterate, we/TopCashback, do not take the decision to decline or approve a transaction/Missing Cashback Claim, it is solely the affiliate...

network/merchant who makes this decision; they then pass this information back to us and we pass it onto our members.We do our utmost best in trying to recover the Missing Cashback for our members, but as you may be aware that cashback is not guaranteed. This is mentioned in the Terms and Conditions via our site.As mentioned previously, we have replied to you via your Missing Cashback Claims, if you could refer to those and we will be able to assist you further.Thank you, TopCashback Support

Hi there,I am sorry your missing cashback claim has been declined. I can see this has been declined for the reason "another marketing channel", this means either a promotional/discount code was used when making your booking or that another entity such as a pop up window, another site or previous...

stored cookies may have been linked as the last referring click.Please be aware we do not work with the merchant we feature directly but with an affiliate network, the network reviews the claims and gets back to us with a declined or approved resolution.Again, I am sorry we have not been able to recover the cashback on this occasion for you.Thank you,TopCashback Support.

Hi there,We are sorry that the issue is not yet resolved, you should receive an email from us in the next few days with further information regarding your account.Thank you and best wishes,TopCashback Support.

Hi there,We have had a look at your missing cashback claim and we can see that it is currently being looked into with the network that we work via.Once we have an update for you this will be communicated to you on the claim.Thank you and we hope this is resolved soon for you.Best wishes,TopCashback...

Support.

Hi there,The Terms and Conditions are on every merchant page on site, towards the bottom of each page.Thank you,TopCashback Support.

Complaint: [redacted]
I am rejecting this response because they cannot or will not tell me the 'other marketing channel'. There is no 'other marketing channel'; they just do not want to honor the $5 rebate as promised.
Regards,
[redacted]

Hi [redacted]The thought process the merchant network have gone through is that when they initially declined your claim for being unable to trace your order, that it must be the order information they were using to find the transaction, hence they requested further information.Once we supplied your confirmation e-mail, they still found they were unable to trace your transaction and so informed us that as they still could not find the transaction and that the click must have come through a separate channel from ourselves. Unfortunately they have been unable to trace the transaction and so are unable to tell us where it has been attributed to, hence we are unable to provide you with the identity of where the transaction has been attributed.As it is the merchant who pays cashback and not ourselves, we are unable to pass on any rebate as none has been received and are sadly only able to provide you with the declined reasons as provided by the merchant. We are sorry for this experience.Best wishesTopCashback

Complaint: [redacted]
I am rejecting this response because:I understand that TopCashback is not the entity that determines whether or not a transaction is approved. However, a click was registered on TopCashback’s website for that purchase. I also understand that in the Terms and Conditions, customers are advised that cashback should be regarded as a bonus. However, if all rules are followed, a valid transaction cannot be denied. Otherwise, “potential cashback” should be advertised and not cashback. I have submitted screenshots showing the cashback was recorded and that the offered rate was 13.2%. TopCashback needs to stand by the merchants it is promoting. I have communicated with TopCashback and they think that the merchant could have denied the claim because of “Instant Savings” which show up on my receipt. That Instant Savings was the promotion offered by HP. For example, if you go on HP’s website and click on a computer that is on sale, if the original price is $1000 and it is selling for $800 on sale, then the $200 shows up as Instant Savings. No coupon or promotional code was used. This was not listed as an exclusion on the terms and conditions. Nothing said that cashback is valid only on full-priced items. At the moment, TopCashback has put my claim on hold.  I ask that TopCashback honors their offer of 13.2% on the purchase and stands behind their advertisement. Or provide me with a legitimate reason why the claim was denied. Or point me towards who to contact in the affiliate network. I hope that this can be resolved in a satisfactory manner.
Regards,
[redacted]

Hi there,We are sorry your missing cashback claim has returned declined on this occasion, we can see that this has been declined for the reason 'another marketing channel was credited with sale.' We have explained on your missing cashback claim what this means and we have also asked for your...

conformation email. The next step we are going to take is to contact the network to see if we can find out who or what the last referrer was.Once we have an update for you we will let you know on your claim.Thank you and we hope we can resolved this for you.TopCashback Support.

Hi there,We are sorry you have not been able to log into your TopCashback account. You have mentioned in your complaint that you received a message explaining that you had been "automatically terminated by our system as this shows characteristics that are potentially attributable to abusive or...

fraudulent activity." We do have procedures in place to stop members being fraudulent or abusive with merchants as this is against our terms and conditions.Please do send an email to the following address [redacted] regarding the termination of your account and you will receive a response in due course.Best wishes,TopCashback Support.

Hi there,I have had a look at your TopCashback account and can see you sent in a Support Ticket on Nov 30th explaining the re-send email button was not working for you, one of our Support Team replied to you on Dec 1st explaining how they can help.You sent another Support Ticket in on Dec 8th saying...

you had had no response to your previous ticket, which had been responded to a week earlier. You also have a response to the new ticket on Dec 10th. To view the responses you need to log into your TopCashback account, click onto Account in the top right corner, then click on Customer Care, from here you will see the Support Ticket section, click on 'View Existing Ticket' and here you will be able to click on each support ticket that has a response.Thank you and I hope this has helped.TopCashback Support.

Hi there,We have had a look into this and can see you have pay requested your cashback as an [redacted] Reward Card.Please allow 7 to 10 business days for the Reward Card to arrive.If there is anything further we can help you with please do let us know.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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Hi there,We have had a look into this for you and can see you have lodged a Support Ticket through your TopCashback account which is being looked into and will be updated in due course.We hope this is resolved for you soon.Thank you,TopCashback Support.

Hi there, I have taken a look into your TopCashback account and we are sorry that you have received the declined reason for the claim in question. Just to re-iterate, we/TopCashback, do not take the decision to decline or approve a transaction/Missing Cashback Claim, it is solely the affiliate...

network/merchant who make this decision; they then pass this information back to us and we pass it onto our members.However, we do our utmost best in trying to recover the Missing Cashback for our members, but with a reason like that, it is hard to get a conclusive response as to what 'last referrer' was used as they see this as a solid resolution.In regards to passing over the contact information, unfortunately, due to strict confidentiality, we cannot pass this onto our members, as we work with the merchants network who then liaise with the merchant on our behalf. We do advise all members to relay their queries/concerns to us and we will try our best in getting a conclusive response for them.We have replied to you via your Missing Cashback Claim for this order, if you could refer to that claim, that will be greatly appreciated. Again, we are sorry that you have had this outcome on your claim and we hope that any future transactions you may make are successful.Thank you TopCashback Support

Hi there,We can see out Support Team have responded to you on your Support Ticket, please do continue to get back to us on your Support Ticket so we can hopefully resolve this issue for you.Thank you,TopCashback Support.

Hi there,We have had a look at your TopCashback account and can see the cashback has been sent to you via your [redacted] payment method, you can see this from the following link [redacted]From this link you will be able to see a breakdown of each payment that has been sent to your [redacted] account.We hope this has helped and do let us know if we can be of further assistance.Thank you,TopCashback Support.

Hi there,We have had a look into this for you and we have managed to recover the $103.50 cashback from the network after chasing the declined reason with them.Please take a look at your TopCashback account and you will be able to see this cashback at a Payable status.Best wishes,TopCashback Support.