TopCashBack USA

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 ourselvesUnfortunately 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 merchantWe are sorry for this experience.Best wishesTopCashback

Hi there,I have taken a look at the missing cashback claim you have in place for your [redacted] purchase and can see the claim was lodged with us on August 26th, your claim was then submitted to the network on Sept 20th and is currently waiting to be reviewed by the network.You sent us a message on your claim on Saturday Nov 4th, we responded today letting you know your claim had been submitted and now we have to wait for a response which can take to months or sometimes longer, but we continue to chase for an update on a regular basis.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]

Hi there,We are sorry you have not had the cashback track for your [redacted] purchases, we can see you have been in touch with our Support Team who have advised you further explaining why the cashback may not have tracked and how to prevent this in the future.As mentioned we do have an explanation on [redacted] page letting members know that if the cashback does not track we are not able to chase the missing cashback, it is mentioned in the Terms and Conditions on this merchants page the following "By continuing to [redacted] , you understand that in the unlikely event of your transaction not tracking, you will be unable to submit a Missing Cash Back Claim"We are sorry there is nothing further we can do on this occasion, and do hope any further transactions run more smoothly.Thank you,TopCashback Support

Hi there,We have taken a look into this and you should now be able to get into your account for email address [redacted] Please do let us know if you have any further issues.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: We have tried this at least times We will try again last time now Regards, [redacted]

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

Hi there,We can see that the cashback for your [redacted] purchase did not track to your TopCashback account, when this happens a missing cashback claim is required so we can chase up the missing cashback with an affiliate network that we work viaWe can see you lodged a missing cashback claim with us on the 19th Jan, this was submitted to the network on the 20th JanWe now have to wait until the merchant network has manually reviewed your claim and advised us of the appropriate action, this action will be informing us if your claim has been approved or declined.If you wish to take a look at how missing cashback claims work please go to the following link: [redacted] You can also send us a message on your claim by clicking the 'Post a message' box on your missing cashback claim, the team will response to your message within hours.Thank you,TopCashback Support

Hi there,Thanks for getting back in touch with us.Where possible we would provide all the information received from the merchant to our members, this would include providing members who the last referral was for a transactionUnfortunately this is not always possible as some merchants are unwilling to provide the additional information to us due to confidentiality agreementsIn this case they have not provided us with the additional information and so we are unable to pass it onto yourself.We can appreciate your frustration and do try to recover any missing cashback where possible and we're sorry we are unable to assist you further with your claims on this occasion.Best wishes,TopCashback Support

Hi there,We have had a look at the cashback tracking in your TopCashback account and we can see you have $at a Payable status for the merchant [redacted] .If you wish you may pay request this cashback to your [redacted] , Bank Account or as an [redacted] Gift Card, if you exchange your cashback for an [redacted] Gift Card this will include a 2.5% bonus.Please do contact us via your claims if you have any further questions.Thank you and best wishes,TopCashback Support

Hi ***,If you take a look at your missing cashback claims from the Customer Care section you will see from the list of claims the following statuses 'Waiting For Member Action' and 'Waiting For Merchant'.The status 'Waiting For Member' is the status we put a claim at when a transaction has been linked to a members claim or if we are waiting for your response following a questionWe had a look through your claims at this status and can see most of them have had transactions linked via the claim, (this is where you will see the automatic message regarding a payment and asking you to close the claim), we can see some of your claims have been declined and we have updated those claims too.For the status 'Waiting For Merchant', this is the status that claims changes to when the claim has been submitted and is waiting to be reviewed by the networkWe can see you lodged the claims with us on 12/and we submitted them to the network on 12/and they are currently Pending waiting a reviewWe have recently contacted the merchant network directly and asked them to review your pending claims, please do be aware we would not usually do this when claims are still within the to month time frame.Unfortunately sometimes transaction do not track to members accounts, this is why we have the missing cashback claims procedure in place so we can manually try to recover the cashback, and this process can sometimes be long-winded.We understand it is frustrating waiting for cashback and for your claims to be reviewed, however we have gone through the correct procedures for your claimsPlease do remember the cashback you receive is not paid from us but from the network that we work via, when we submit missing cashback claims the network reviews them and gets back to us with an approved or declined resolutionIf approved the cashback is passed onto us and we then pass this onto our members in full, if declined a declined reason is providedWe cannot pass on the cashback that we have not yet first received ourselvesIf you wish we can open a Support Ticket on your TopCashback account and explain our processes more in depth for youWe do hope your missing cashback claims are resolved as soon as possible and with a positive outcome.Thank you,TopCashback Support

Hi there,We can see that your inquiry has now been resolved and you have received the $cashback.Thank you and best wishes,TopCashback Support

Hi there,We are sorry you seem to be having some problems with your cashback tracking to your TopCashback account, I can appreciate that this can be a very off-putting experience, but untracked transactions are inevitably going to occur from time to time, although I appreciate that seems to be becoming a consistent problem for youWe would advise that you do the following in hopes this helps your cashback track to your account:- Always clear your cookies for the internet browser you are using prior to commencing the process of clicking through and making your intended transactionThere should be online articles or included help files for the type of internet browser that you are using that should instruct you on how to do this.- Complete your transaction immediately and wholly online once you arrive at the merchant’s website, as you would normally do should you have visited the website directly- Refrain, where possible, in the use of coupon or discount codes that have not been authorized for use in conjunction with the cashback offer – this includes but is not limited to coupon or discount codes posted by other membersIn an effort to help ensure that your transactions track correctly if you find that they are not doing so, you could try:- An alternative internet browser- Ensure that any background security applications in use are not likely to conflict with the tracking aspect of the processWe can see you have lodged missing cashback claims, of these have been approved and paid, while only have been declined.If you do need any further help you can always lodge a Support Ticket from the Customer Care section on site as the Support Team will be able to help with any questions regarding tracking.Thank you,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 earlierYou also have a response to the new ticket on Dec 10thTo 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

Complaint: [redacted] I am rejecting this response because: Once again no solution or resolution has been provided by topcashback To say "we will get back you when we hear from the merchant" is not enough This missing cashback claim has been pending since July 9, and it has been more than months to receive cashback Response from topcashback is that they are contacting merchant now They should have contacted them long ago and followed up after the support ticket for missing cashback was started instead of just sitting on it They never responded to my query and their website discourages people to contact them as they state: "Please note that ANY messages posted may delay the processing of your claim, as the claim will be put on hold until the message has been read and processedNudges will never hold up your claim."Once again cashback credit did show up in my account one day and later it suddenly disappeared This is deceptive practice on part of topcashback A customer should not have to wait months to receive their cashback I request an immediate credit of $on my account.Regards, [redacted] ***

Hi there, After looking into this further and reading through the history of your claim and complaint, we would like to re-iterate that this decision was made by the merchants/affiliate network, not usIt is solely them who award the cashback to us and then we pass the full amount onto our members providing that their transactions are validated - we cannot award this from our own pockets as it would not be fair on other members who have had a similar resolution.We can see that we have reported on your Missing Cashback Claim who the last referrer was, and regrettably that is all we have been provided with and therefore, on this occasion, there is nothing further we can doWe saw that an 'Instant Saving' was applied to your order, but we weren't 100% certain whether this may have implemented the outcome of this claim.As previously mentioned in this complaint thread, we cannot provide any details regarding the merchant or the affiliate network, due to strict confidentiality.We do apologise for the outcome of this and hope that any future transactions you may make with us, are successful.Best wishes, TopCashback Support

Hi there,We have had a look at your TopCashback Account and can see you currently do not have any cashback tracking in your account.We can see you have clicked through to the merchants [redacted] and [redacted] from our site, if the cashback for these merchants does not track to your account after days please lodge separate missing cashback claimsWe use missing cashback claims to recover missing cashback for our members.You can lodge a claim by following these steps:Log into you TopCashback AccountClick onto Customer CareNext click onto the wording 'View or Lodge Claim'On this page please read the important informationFollow the instructions on the next few pages to lodge a claim.Once you have lodged your claims you can send a message to us directly, you can do this by going back to the 'View or Lodge Claim' page, on the right hand side click onto 'Open Claims', on this page click onto the claim you wish to contact us on, you will then see a box that says 'Post a Message'.Thank you and we hope this has helped.Best wishes,TopCashback Support

Hi there,We are sorry you have not been able to withdraw the cashback from your account, we have had a look at the communication on the Support Tickets from your account and can see that this has now been resolved.Please do let us know if you have anything further we can help with.Thank you,TopCashback Support

Complaint: [redacted] I am rejecting this response because:This issue was not resolved by my many attempts to contact customer service and executives You did NOTHING to show interest or resolve my complaint.You purport to be a cashback site which can apparently track transactions However, you have failed to track EVERY Amazon transaction that I have ever done through your site Other cashback sites have no problem tracking my [redacted] purchases It was even listed under my account that I clicked through to [redacted] many times You are stealing money from me and others You are falsely advertising cashback which you will not deliver My experiences with you and other's complaints testify to this FACT If you cannot track cashback to [redacted] then you should not list them falsely on your website What you are doing is THEFT You should be held accountable.Give to me what is rightfully mine since you clearly will be paid by Amazon for my purchases If you do not, I will continue escalating this situation Regards, [redacted]