What should I do if my cashback hasn’t tracked?
Whilst most transactions track successfully on TopCashback, occasionally a transaction may not get reported. Please note that our Member Services team are unable to raise untracked cashback cases with TopCashback on your behalf. If your cashback hasn’t tracked, you can easily submit a “Missing Cashback” query on the TopCashback website and they will look into this for you. Any missing cashback queries will need to be submitted to TopCashback within 100 days of the date you took out your plan.
Why is my cashback ‘pending’ on TopCashback?
If your cashback is showing as pending, in most cases this means that the transaction has tracked, and we are waiting for you to meet the terms and conditions to qualify for the cashback. If you opened with a Direct Debit, you would need to have paid a minimum of three monthly Direct Debit payments and there must have been 90 days since your first premium in order to qualify. If you opened your plan with a lump sum, this must have been invested in the plan for at least 90 days.
My cashback has been approved, but I’ve not received it yet
Once your cashback has been approved, payment will usually be made to TopCashback within 2-3 weeks, they will then manage the final payment of your cashback.
While we do aim to approve and process these payments as quickly as possible, some external factors do mean that it can take a short while for the cashback to reach your account so please do bear with us. When your cashback has been approved, then it’s just a matter of time before it appears in your account. If you do have any further questions, then you can contact TopCashback’s customer service team (please note that you’ll need to be logged in to your TopCashback account to view this link).
My cashback has been paid, but I’ve not received as much as I was expecting
The level of cashback you receive depends on a range of factors such as the offer that was available at the time you took out your plan, which plan you have opened and how much you choose to pay into your plan at the outset. If you feel like you’ve received the wrong amount, please submit a “Missing Cashback” query via TopCashback’s website and they will look into this for you.
Why has my cashback been declined?
If your cashback has been declined, it’s likely that you have not met the terms and conditions to receive cashback. You can find the terms and conditions listed on TopCashback’s website, on the page you originally visited when you opened your plan.
Please bear in mind that, if you opened with a Direct Debit, you must have paid three monthly Direct Debit payments to qualify for cashback. Or, if you opened with a lump sum, this needs to have been in your plan for 90 days before your cashback can be approved.
What will stop me getting cashback?
In order to receive cashback from TopCashback, you need to ensure you have clicked on the link via TopCashback’s website that directs you to the application. Third party cookie tracking must be enabled and you must allow the Shepherds Friendly thank you page to fully load before closing the window.
Cashback is only available to new customers. If you’ve had a plan with us before, or currently hold another plan with us, your cashback will be declined.
You will not receive cashback if you cancel your plan or stop paying your premiums within 90 days of paying your first premium.
Please also note that you can only receive cashback on one Stocks & Shares ISA or one Junior ISA per child.
If you reduce your premiums, make withdrawals or close your plan in the first 90 days from the date that you pay your first premium, you will not receive cashback.
How do I make a cashback claim?
To make a cashback claim, please log in to your Topcashback account and visit the enquiries page, here you will find a “missing cashback” button. You will need to choose the plan from “Select retailer” dropdown, add “the date and time of purchase”, “the offer” (the amount of cashback you’re expecting) and “purchase amount” (your monthly premium). On the next page, you will need to add your order reference (which is your plan number, provided in your welcome pack) before completing your claim.
Once your claim is available for payment, you’ll be able to see this in your account.