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Beginner
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Message 1 of 6

Topcashback declined after you cancelled my order without notifying me

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Hey, 

I did my original  order through topcashback, picking BT as my provider because of the  proposed £110 cashback.

I received no indication that there was any problem with my order until I called the morning the engineer was due, when I was told it had been cancelled and not given any reason, despite being told that I hadn't been informed due to BT trying to solve the problem. 

I made mention to the person I spoke to on the phone that I had signed up through top cashback and wouldn't be very happy if this impacted that deal at all and was told it should be fine and that a notice had been out on the new order that was created.

A few weeks later I received notification through topcashback that BT had declined the cashback. I submitted a dispute and BT have rejected it, stating only "Order Cancelled"

Can this be fixed? If not I've lost a lot of trust for BT, as to me it seems like my custom was gained under false pretences

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Moderator
Moderator
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Message 2 of 6

Re: Topcashback declined after you cancelled my order without notifying me

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Hi @Somnderian  welcome to the forum and thanks for your post. When orders are replaced this can cause issues with cashback websites. We will happy to help you with this and I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

cheers
John

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Beginner
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Message 3 of 6

Re: Topcashback declined after you cancelled my order without notifying me

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Thank you so much for replying quickly!

I have submitted the asked for information 

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Moderator
Moderator
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Message 4 of 6

Re: Topcashback declined after you cancelled my order without notifying me

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@Somnderian No problem, I'll be in touch as soon as I get an update back from our cashback team.

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Moderator
Moderator
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Message 5 of 6

Re: Topcashback declined after you cancelled my order without notifying me

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Hi @Somnderian I called there but missed you, I've had an update back to say that your cashback claim has been approved and will be paid to your Topcashback account in the next 30 days.

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Message 6 of 6

Re: Topcashback declined after you cancelled my order without notifying me

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Thank you so much! Very helpful!

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