Welcome to this user forum.
If your sales reference begins with Z60, then it means that the order did not track back to BT.
It can be caused by having more than one web browser page open while viewing multiple sites.
There is nothing that can be done about this.
If cashback tracks back to BT, your order reference should normally begins with the letters AJM or BTC.
Hi @cazj49 welcome to the forum and sorry your order does not look like it tracked successfully for TCB.
Check out Why didn't my purchase track? and raise a missing cashback claim with them and TCB will look into this further for you.
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