topic Re: Top Cashback not being tracked in Plusnet Feedback

Top Cashback not being tracked

madhon — Tue, 28 Jan 2020 17:30:28 GMT

Hi,
When I signed up to Plusnet I went through topcashback and should have got £85 in cashback (I signed up on 15th Jan).
However, it never tracked. Is there anything I can do?
Thanks
Jonathon

Re: Top Cashback not being tracked

SammyM — Wed, 29 Jan 2020 13:28:19 GMT

Hello @madhon,

Thanks for getting in touch and we are sorry to hear of the problems you are having with your cashback. I can see that the cashback has been tracked on our side and would advise that you raise a claim with Top cashback and get back to us after 30 days if you are still having an issue.

Re: Top Cashback not being tracked

madhon — Thu, 30 Jan 2020 14:01:03 GMT

Ok Thanks,

Will keep an eye out and come back to you if needed.

Re: Top Cashback not being tracked

Gandalf — Tue, 04 Feb 2020 00:15:30 GMT

No problem, let us know if you have any issues following raising a claim regarding this.

Re: Top Cashback not being tracked

madhon — Wed, 04 Mar 2020 11:27:48 GMT

Had the following from TopCashback

We have recently been provided with a resolution to your claim, and I'm sorry to say that the merchant has taken the decision to decline your claim on this occasion.

The reason that has been supplied for this in helping to clarify states that your 'Transaction cannot be traced'.

This does suggest that the merchant has been unable to locate your queried transaction based upon the information that you have provided as your main order number for this claim, and as such, has had to decline your claim and cashback.

However, if you are able to provide any alternative order references then we would be happy to see if we can dispute this for you and attempt to recover your expected cashback.

What would the order number be so i can dispute this ? As i dont remember been given one

Re: Top Cashback not being tracked

madhon — Sun, 08 Mar 2020 13:03:40 GMT

@Gandalf @SammyM

Re: Top Cashback not being tracked

Gandalf — Sun, 08 Mar 2020 13:48:49 GMT

Thanks for getting back to us @madhon

I'm sorry to see your TopCashback claim has been declined. We can see your account has tracked on the appropriate affiliate offer, so something's definitely not right. I've raised this to our marketing team to investigate further.

Your order number that TopCashback are asking for to progress a dispute I believe is the service ID for your account I've added into this ticket. We'll investigate this further first from our side and I'll get back to you within 5 working days.