Confirmed cashback withheld – China site unresponsive, US involvement unclear
I am sharing my experience with TopCashback.cn (China site), which raises serious concerns about how the company handles confirmed cashback.
I have three cashback claims for Rakuten Global Express transactions (March, April, and June 2025). After escalation, only the March claim was paid. The other two remain unresolved after 10–12 months.
Rakuten Global Express has officially confirmed that all related transactions have been resolved and that the delay was due to a system flaw. They also stated that cashback should now be processed on the TopCashback side.
Despite this, TopCashback.cn has stopped responding to my messages since March 2026, and the claims remain stuck in “under review” with no explanation.
Another concern is inconsistency within the organization. TopCashback USA stated via BBB that they cannot assist with China-based accounts. However, my recent cashback withdrawal from TopCashback.cn was actually paid by “TopCashBack (USA) Inc.”
This raises questions about internal responsibility and accountability.
At this point, the issue is no longer about delay, but about whether confirmed cashback is being properly handled.
I hope the UK management team can review this situation and ensure fair resolution.
Update – April 7, 2026
After filing a complaint with the New Jersey Division of Consumer Affairs, reopening my BBB case, and sending a formal escalation to TopCashback UK/US management, TopCashback.cn finally approved and paid the remaining cashback claims for my April and June 2025 Rakuten shipments. The full amount reached my PayPal account on April 7, 2026.
However, this only happened after 10–12 months of “under review” status, repeated generic replies, and a complete lack of response from the China support team since early March 2026. The outcome is positive, but the delays, internal inconsistency between the China and US entities, and the effort required to obtain confirmed cashback remain very concerning.
