Frequently Asked Questions

1. What is PAYBACK?

a.    PAYBACK is a multi-brand loyalty program that lets you earn and redeem points on every shopping. With a wide range of in-store and online partners, you can earn points on groceries, fuel, entertainment, travel, apparel and more. Members can stack up points and redeem these points for free shopping.

b.    Members earn PAYBACK Points by swiping the PAYBACK Card or by quoting the Linked Mobile Number at the time of check-out at our participating partners. 

c.    Points earned can be redeemed for a host of reward options from the PAYBACK Infinity Rewards e-Catalogue or for free shopping across multiple in-store and online partner brands.

2. What are the benefits of PAYBACK?

a.       PAYBACK Membership comes at no cost and offers a host of benefits. Members earn and redeem PAYBACK Points at over 50+ in-store and offline partner brands. Points can be earned by booking movie tickets, fuelling up vehicle, for shopping at a variety of online shopping websites, buying groceries, publishing reviews, shopping for apparel and a lot more. Earned points can further be redeemed for rewards at the PAYBACK Infinity Rewards e-Catalogue or for refuelling the vehicle, booking travel and a lot more. For more details, visit www.payback.in

b.      PAYBACK Points earned by a member at our partner brands gets accumulated under the same membership account thus ensuring the member accumulates points at a faster pace. To link all your card accounts, please call the Contact Centre.

3. What is the eligibility criterion to become a PAYBACK Member?
     
     a.    One should be above the age of 18 years; while some of PAYBACK Partners are enrolling with age less than 18 years as well.

     b.   One should be a resident of India.

4. What is a PAYBACK Card?

   a.    A PAYBACK Card is your membership card to the PAYBACK Loyalty Program. Now your mobile number is also your PAYBACK Number. To link your mobile number, please call the Contact Centre.
     b.    The card uniquely identifies every member with his/her membership/card number
     c.    This is not a credit / debit card.

     d.    The card enables you to earn and redeem points from our various partners.

5.    How can I get a PAYBACK Card / Membership?
     You can enrol for a free membership into the PAYBACK loyalty program through its online/offline partner brands.  You would get a unique 16 digit card number. A new card will be shipped to you within 14 working days in case of in-store enrolment. You can also collect your PAYBACK Card across the counter in any of the retail stores enrolled with PAYBACK.

6. How long is my PAYBACK Card valid?

   PAYBACK Membership is offered for a lifetime. However if you have the old i-mint card, it is valid for 10 years only. You can call us and request for a new PAYBACK Card, which will be valid for a lifetime.

7. How do I earn PAYBACK points?

   Earning PAYBACK points is easy. For the complete list of our partner brands, please visit payback.in/earn and payback.in/redeem

     b.    Please allow a maximum time period of 45 working days for PAYBACK Points to get credited to your PAYBACK Membership account.

     c.    You can also multiply your PAYBACK Points by earning points from our different partner brands through one single transaction. For example, if you book for an air ticket through www.makemytrip.com and pay using your ICICI Bank Credit or Debit Card, you are eligible to earn points from both the partners on the same transaction; given partners are part of the PAYBACK Loyalty Program.


8.   How do I login to my new PAYBACK account?

     Visit payback.in and enter your 16 digit PAYBACK Number / Linked Mobile Number to activate your account online. To view your point balance or update your profile or to redeem PAYBACK Points, you need to enter your 4-digit PIN.
PIN is a 4 digit numeric value providing access to your PAYBACK Account. In case you do not have a PIN, click the ‘Forgot PIN’ link and you will be sent a PIN on your Linked Mobile Number and registered email id.

      
9.   Why should I register my PAYBACK Card?

   Register your PAYBACK Card online at www.payback.in  to avail all the benefits of the program. Once registered with us through any of our partners, you will be able to check your point balance and redeem your PAYBACK Points for a host of reward options.


10.   How can I redeem my PAYBACK Points?

   a.    Visit rewards.payback.in and choose the product from the PAYBACK Infinity Rewards e-Catalogue. Redeem your points and order from the website or you can call our Contact Centre but don’t forget to quote the item code of the product you wish to redeem.
     b.    Alternatively, you can also redeem your PAYBACK Points to shop at our partner brands in-store or online.

11.   What is the benefit of using the online account?
     a.    View all your transactions, request for a new PIN, etc.
     b.    Update and edit your personal details
     c.    Access Infinity Rewards e-Catalogue and place redemption orders online
     d.    Contact us via our website www.payback.in

12.  Who are our partners?

We have over 50+ in-store and online partners where you can earn and redeem PAYBACK Points. To view the complete list of partners where you can earn points, please click here and to view the list of partners where you can redeem your points, please click here

13.   How can I locate the store details of partners who are tied up with PAYBACK?

     Finding our partner stores is very easy. Go to Partner search, type location or category / partner name to know the outlets you are looking for. For e.g. Type 'Bangalore' to know our partners in Bangalore.

14.      How can I keep a track of my PAYBACK Points?
     You can manage your PAYBACK Points by registering on our website or by calling our Contact Centre or by sending SMS PBBAL < space > < last four digits of your PAYBACK Card Number > to 9212146468 from your registered mobile number (National SMS charges apply)

15.      What is the number of the Contact Centre and what are the working hours?

     You can reach us on 1860-258-5000 (Local call charges apply). We are available from 10:00 AM to 9:00 PM.

16.      What information is available on my PAYBACK Card?

      PAYBACK Card will have the following information:         

     .    16 digit card number
     .    PAYBACK Contact Centre details
     .    Barcoding of the card information

17.   I did not receive my PAYBACK Card

     a.    You might not have received your PAYBACK Card due to either of the following reasons:
Card is returned to us due to incorrect address, your unavailability at the address etc.
     b.    To get a card, please visit the select partner store and collect your PAYBACK Card.

18.   What happens if I lose my PAYBACK Card?

     a.    The member must report the lost card details to the PAYBACK Contact Centre. Once a card is reported lost, it will be blocked.

Member can also send SMS short code < PBBLOCK > to number 92121246468 from their registered mobile number.

Card will be in the blocked state till the time customer confirms on receipt of lost card or once a new PAYBACK Card is issued to the customer.

     b.    A fresh card can be issued to member only when he / she verifies the other details of the account by calling up the Contact Center. In case the member fails to verify the details, the right of refusal for issuing a new card will remain with LSRPL (Loyalty Solution Research Pvt. Ltd.). No claims on such cases will be entertained.
     c.    Members must call up the Contact Center to request for a new card.

19.      Can I get a replacement card if my card is damaged?

     You can place a request for new card by calling our Contact Centre.

20.      I have received a PAYBACK Card from one of the participating partners. It does not   have my name embossed on it. Can I get a personalized PAYBACK Card?

          We do not have an option of personalizing the PAYBACK Card.

21.      What kinds of products are available to redeem my PAYBACK Points?

     You can choose your favourite reward from a wide variety of options from the PAYBACK Infinity Rewards e-Catalogue. You can redeem your favourite rewards with PAYBACK Points either by placing the order online or calling our Contact Centre.

22.  How long will it take to receive the product after placing the redemption order from the PAYBACK Infinity Rewards e-Catalogue?

     We will try to deliver the desired product in 10 working days. However, if there is any unforeseen delay, then delivery can take longer than 10 days. You can also get in touch with the Contact Centre to get the details.

23.      What if in case I receive a wrong or damaged product?

     If in case it happens, you can call our Contact Centre within 7 days from the receipt of the product and we would re-ship the right product to your mailing address.

24.      I am a Jet Privilege Miles member. Can I convert my PAYBACK Points to Jet Privilege Miles?

     Yes, you can. Please call our Contact Centre to place the redemption order request or visit rewards.payback.in to convert the points online.

25.      I am a Miles & More member. Can I convert my PAYBACK Points to Miles & More?

     Yes, you can. Please call our Contact Center to place the redemption order request or visit rewards.payback.in to convert the points online.

26.      Can I use my PAYBACK Points to fill fuel?

     You can redeem your PAYBACK points at HPCL outlets to get fuel by swiping your PAYBACK Card or quoting your Linked Mobile Number and by entering your PAYBACK PIN.

27.  Can I cancel my redemption order? If yes, what is the timeframe?

     Orders placed through the PAYBACK Infinity Rewards e-Catalogue can be cancelled only by calling the Contact Center within 24 hours from placing the order. Contact Center operates from 10:00 AM to 9:00 PM.

Only catalogue orders can be cancelled within 24 hours.

 

28.  Can I request the product to be shipped to an alternate mailing address?

     Please visit payback.in and update your mailing address and place the redemption order, else you can also call our Contact Center and place the request.

29.  How can I cancel my PAYBACK Membership/account?

     A member may terminate his/her PAYBACK Membership by calling the Contact Center and requesting for termination. Post cancellation of membership, the PAYBACK Points already earned and to be earned will continue to be purged and not refunded back to the member. Therefore, please ensure to redeem your points before cancelling the membership.

30.  How to reactivate my account?

     Cancelled accounts can’t be re activated.

31.     If I have multiple PAYBACK Accounts, do I have an option to merge it?     

Yes, your multiple PAYBACK Accounts can be merged subject to certain conditions. To know more about this, please call our Contact Center.

32.  How to update my information?

          You may update your information through any of the following channels:
     a.    Register yourself on www.payback.in  and get access to update your information instantly.
     b.    You may also call our Contact Center and place the request for updating your information and within 2 working days your information will be updated.

33.  How can I change my existing PIN?

     If you would like to change your existing PIN –
     a.    Login to your PAYBACK Account.
     b.    Go to My Account page.
     c.    Click on Change PIN
d.  Alternatively, call the Contact Center to update the PIN.


     
     If you have forgotten your PIN –
     a.    You can call our Contact Center and request for a PIN reset.

Customers can also log into our website and click on ‘FORGOT PIN’ link.

34.  Can I transfer my PAYBACK account to another person’s name?

     Once PAYBACK Membership is issued to an individual, the same cannot be transferred to anybody.

Points can be transferred if he/she is a PAYBACK Plus member.            

35.      What happens to the PAYBACK Account after the member is deceased?

     Upon the death of a member, his/her PAYBACK Membership account will be closed and all outstanding PAYBACK Points will expire.

36.  When will my PAYBACK Points expire?

     PAYBACK Points will expire in 3 years from the date of transaction.

37.  Is there a limit on earning points?

     PAYBACK Points earning is dependent on the partner. To know more, please visit www.payback.in

38.  My PAYBACK Points have not been credited. What is the reason?

     Please write to us through the Contact Us page on our website or you may call our Contact Center to register your request.

BONUS COUPON

1.      What is an eCoupon?
     An eCoupon is a special offer just for the customer, where she/he will get Bonus Points with a PAYBACK Partner in case they activate the coupon from the partner and then shop during the validity period of the offer, as mentioned in the coupon.

2.    How do I use an eCoupon?
     You can use your eCoupon by following the below simple steps –
     a.   Please visit www.payback.in
     b.   Visit the Coupon Center.
     c.   Input your PAYBACK Card number/username.
     d   You would be able to see your set of eCoupons.
     e    Activate the eCoupon of your choice.
     f    Shop at the respective partner – online or retail outlet.
     g    Bonus points will be automatically credited to your account.

3.      How is an eCoupon different from the regular coupons distributed at stores?
     PAYBACK eCoupons are different as they are completely online, easy to use and hassle free. You just need to activate them online and shop to earn the benefits. There is no hassle of carrying the physical coupon.

4.      Can I pass on my eCoupons to my friends/relatives? Are eCoupons transferrable?
     eCoupons are not transferable and what you activate will be applicable only for your PAYBACK Card number

5.      Where can I use my eCoupon?
     eCoupons are partner specific. You can activate the eCoupon by visiting www.payback.in and then shop at the respective PAYBACK Partner be it online or at the retail partner outlet to earn bonus points.

6.      Can I use the same eCoupon multiple times?
     The validity and usage terms might vary across the eCoupons. Please read through the offer and TnC for each eCoupon.

7.      How long is an eCoupon valid?
     eCoupon is valid for a specific time period as defined in the eCoupon itself. Please read the offer details mentioned in the eCoupon.

8.      When will the points be credited?
     Bonus points will be credited within 30 days from the offer end date for all coupons except for MakeMyTrip, ICICI Bank & Affiliate partners.
     a.    For MakeMyTrip, bonus points will be awarded only after the travel date.
     b.    For ICICI Bank, bonus points will be based on the billing cycle.
     c.    For Affiliate partner, bonus points will be credited within 60 days post the campaign completion

9.      Can I club this eCoupon offer with any other coupons/offers?
     PAYBACK eCoupons cannot be clubbed with any other offers/eCoupons. Below rules are applicable when multiple offers/eCoupons are available.
     a.    Multiple eCoupons from the same Partner – The eCoupon activated first will only be valid.
     b.    eCoupon & Generic Offer – Only eCoupons will be valid.

39. How I upgrade to PAYBACK PLUS Membership and what are the special benefits offered?

PAYBACK PLUS is an annual membership upgrade to reward PAYBACK’s loyal customers. The membership offers our members an opportunity to earn greater rewards every time they shop across PAYBACK Partners. You can upgrade to PAYBACK PLUS by redeeming 1,980 PAYBACK Points from your point balance. To upgrade, please click here

As a member, you can unlock 3000 Bonus Points per annum, enjoy 10% discount on points redemption at the Infinity Rewards e-Catalogue and 25% Bonus JP Miles on converting PAYBACK Points to Jet Miles and a world of other offers and discounts across leading brands. 

For more information, visit our website www.payback.in or get in touch with the Contact Center.

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