Assistance

Assistance

HOW CAN WE SUPPORT YOU?

Read the most frequently asked questions on how Digital Vouchers works and find the answers to your doubts. If you do not find the answer or in case you are experiencing problems using OnShop, please contact our customer service.

assistenza onshop

OnShop: HOW IT WORKS

OnShop DIGITAL VOUCHERS

About OnShop

OnShop is the first Digital Voucher for your online shopping: you purchase confidential and secure codes at a Punto LIS Point of Sales and spend them as cash to shop online. The first real Digital Voucher!

Where can I buy Digital Vouchers?

OnShop Digital Vouchers can be purchased in all the retailers of the Punto LIS network. Click here to find the closest one.

In which denominations is OnShop available?

OnShop Digital Vouchers are available in the following fixed denominations: € 25,00; € 50,00; € 75,00; € 100,00; € 150,00; € 200,00; € 250,00; € 300,00

Does Digital Vouchers have an expiration date?

OnShop Digital Voucher is valid for 365 days from the date of purchase.

How much does it cost to buy Digital Vouchers?

OnShop Digital Voucher has a cost of € 1.20 (VAT 22% included) to be paid directly to the Point of Sale at the time of purchase. The retailer will issue a separate receipt for this amount.

Is something released to me upon purchase?

The retailer will give you two receipt: a receipt with the amount purchased and all the information to use the OnShop services; a receipt for a fixed amount of € 1.20, whatever the value of the purchased Voucher is.

What is the serial number reported on the receipt for?

The serial number is the unique reference of the OnShop Digital Voucher you have purchased. The serial number (and not the PIN!) is the only number that must be communicated to the OnShop Customer Service in the event of a request for information.

Usage

How can I make an internet payment with Digital Vouchers?

Go to the Use OnShop Here section, select one of the OnShop partner sites from the categories available, go to the seller’s website and choose OnShop as the payment method. A window will open; you will be asked to enter your 12-digit OnShop PIN and…the purchase is done!

What are the spending limits applied to Digital Vouchers?

The maximum spending limit applied to OnShop Digital Voucher is € 999.99 per single transaction; € 2,000.00 per day; € 10,000.00 per month. The spending limits of OnShop Digital Vouchers are applied regardless of the limits applied by each Vendor.
For more information on the use of OnShop Digital Vouchers, contact OnShop Customer Service.

How can I check the credit available on my OnShop voucher?

To find out the remaining amount of your On Shop Digital Voucher, click here.

How can I use my remaining credit?

You can use your remaining credit to make other purchases within the expiration date. If the value of the purchase is greater than the remaining credit, you can seamlessly combine multiple OnShop Digital Vouchers at the time of payment. Tip: you can check the OnShop credit at any time by accessing the dedicated section.

Can I purchase products abroad with Digital Vouchers?

You can use OnShop Digital Vouchers on all the sites associated to the OnShop Vendor circuit, regardless of whether they are in Italy or not. To see them all, go to the Use OnShop Here section.

I have purchased OnShop Digital Vouchers for a value lower than the amount of the product I want to purchase

For the purchase to be successful, it is necessary to purchase additional OnShop Digital Vouchers with related PIN codes. Upon purchase, after entering the first PIN, you will be prompted to enter another PIN to complete the purchase.

What is the TOTP code?

The TOTP code (Time-based One Time Password) is a password you will receive on your telephone number to complete the transaction. Unlike a static password, it cannot be intercepted and decrypted, thus ensuring greater security for purchases with OnShop. This means that you can only use it once, avoiding possible replicas and unpleasant inconveniences.

Where can I find the sites enabled to pay with OnShop Digital Vouchers?

You can find the sites that accept OnShop Digital Vouchers in the Use OnShop Here section, divided into different categories.

Can I get a refund of the Digital Vouchers?

OnShop Digital Voucher is non-refundable.

Will I be asked for personal information when I use Digital Vouchers?

The use of Digital Vouchers does not provide for any release of personal information to OnShop. However, some OnShop Partner sites may require the registration or disclosure of personal data, especially in the case of shipment of goods.

They asked me for the PIN of my Digital Voucher: can I communicate it?

The OnShop PIN must never be communicated to third parties, but must only be used to make purchases on the sites of our Partners.

TRANSACTIONS: PROBLEMS AND SOLUTIONS

What should I do in case of transaction error or unsuccessful transaction?

The transaction will be automatically canceled within 30 minutes. Subsequently, the entire amount will be available again for other purchases. You can check the credit status by selecting check your credit.

What should I do if I enter a PIN for an amount lower than the value of the purchase?

You can enter more than one PIN until you reach the full amount you want to spend, or cancel the operation. The transaction will be automatically canceled within 4 hours. Subsequently, the entire amount will be available again for other purchases. You can check the credit status by selecting check your credit.

What should I do if I do not receive the TOTP code via SMS?

If you encounter a problem in receiving the TOTP code, you can try to have the TOTP code sent to you again on another telephone number (different telephone operator). If the problem persists, please contact OnShop Customer Service.

What happens if I have entered the TOTP code incorrectly?

The transaction will be automatically canceled within 30 minutes. Subsequently, the entire amount will be available again for other purchases. You can check the credit status by selecting check your credit.

What happens if I wait too long before entering the TOTP code?

The transaction will be automatically canceled within 30 minutes. Subsequently, the entire amount will be available again for other purchases. You can check the credit status by selecting check your credit.

What should I do in case of problems with the OnShop service?

If you did not find the answer you were looking for in the frequently asked questions, contact OnShop Customer Service. In any case, it is essential to indicate in the request for assistance, in addition to your name, surname and telephone number / email, also the serial number of the OnShop Digital Voucher which you will find indicated at the bottom of the receipt. You must NEVER communicate your PIN.

DO YOU NEED FURTHER ASSISTANCE?

Richiedi l’assistenza di un operatore OnShop al telefono, via email o tramite chat.

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