Frequently Asked Questions for eCapitaVoucher Micro-Payments

  • What is eCapitaVoucher micro-payment?

    We are launching a new micro-payment feature for shoppers to utilise eCapitaVoucher down to S$0.01. This feature brings seamless convenience to shoppers and retailers with the flexibility to charge full payments in a single payment method.

    Your Point-of-Sale (POS) system should have the ability to accept eCapitaVoucher in exact value instead of the previous fixed denomination (multiples of S$5) by 30 April 2020.

  • How do I set up my Point-Of-Sale (POS) System?

    We recommend that you set up your POS system to have "eCapitaVoucher" as a mode of payment, similar to how you set up "Cash" or "Credit Card" mode of payment. Alternatively, you can set up as “Voucher” in any value instead of a fixed denomination. This will make it easy for you to differentiate and reconcile all payments.

    If you require further support, please contact us at retail.support@capitaland.com.

  • How do customers pay with eCapitaVouchers?

    1. Customers click “Pay” on the CapitaStar app.

    2. Customers enter the exact amount to use, including cents.

    3. Customers enter phone pin code or scan face ID to authenticate payment

    4. Upon device authentication by the customer, a unique QR code will display.

  • How do merchants accept eCapitaVouchers?

    1. Merchant will scan the QR code via the "eCapitaVoucher icon" on the Smart Terminal.

    2. Merchant to confirm amount again with customer before proceeding.

    3. A successful transaction will display upon successful payment

  • What if the QR code expired?

    The QR code will expire every 60 seconds once it is generated. Simply click on "Create New Code" to generate a new QR code to scan.

  • How do I view transactions?

    All transactions can be viewed from the Smart Terminal as well as on the Merchant Portal. 

  • What should I do if the customer overpays or underpays?

    Store staff should check before any payment is made on the App.

    However, if this occurs, you may follow the steps below:

    Underpayment: Ask the customer to top up the payment using eCapitaVoucher or pay in another payment mode available in your outlet.

    Overpayment: Refund customer in another payment mode available in your outlet, e.g. Cash. The eCapitaVouchers that you have redeemed will be fully reimbursed back to you.

  • What should I do if the customer requests for a refund?

    Redeemed eCapitaVouchers are strictly non-refundable. You may refund the customer in another payment mode available in your outlet, e.g. Cash. The eCapitaVouchers that you have redeemed will be fully reimbursed back to you.

    Similarly, eCapitaVouchers are non-refundable for return items.

  • How do I reimburse eCapitaVouchers to get my money back?

    Merchants do not need to submit reports for reimbursements. All successful transactions will be automatically consolidated on a weekly basis (Monday – Sunday). Cheque payments will be sent to the mailing address you have provided during your enrollment as a tenant with CapitaLand Mall. 

    If you have changed your mailing address, please inform your respective outlet’s Mall Marcom team and they will facilitate the change for you.

  • How long will the Merchant QR code and barcode be valid to scan?

    There is no expiry for the Merchant QR code. The merchant QR code is always valid. 

  • What happens if shopper made the wrong payment amount?

    It depends on each situation. 

    If the shopper over-pay, you may follow your own company’s refund policy and refund shopper in other forms such as cash as the utilised eCapitaVoucher will still be reimbursed back to retailer.

    If the shopper under-pay, shopper will have to top up the remaining balance.

  • Can I cancel the transaction?

    After the payment has been processed, the transaction cannot be cancelled/refunded.

  • How do I know if the transaction is successful?

    You will receive a push notification on the Smart Terminal and can check the transaction on it. You can also tap on “View Transactions” on the smart terminal to view the transactions. 

  • Is this the same QR code as SGQR code?

     No, this QR code is not integrated with SGQR code.

  • What should I do if I misplaced the QR code wobbler?

     You can generate the QR code on the smart terminal by tapping on “eCapitaVoucher” or “CapitaStar Deals” to continue accepting from shoppers. Please also approach your respective mall marcom to replace the wobbler. 

  • Can shopper use their deal vouchers by scanning the QR code on the wobbler?

     Yes, the same QR code can be scanned by shopper to pay with eCapitaVoucher and also redeem their eDeals Voucher.

  • My app still shows the camera function to scan shopper’s QR code when shopper uses eCapitaVoucher but shopper insists on scanning my QR code. What should I do?

    Your app may still be an old version (purple colour scheme). Please update the smart terminal to the latest version as soon as possible.

    In the meantime, you can advise your shoppers to scan the QR code on the wobbler to make payment. You can still check the successful transactions by tapping on the “down” arrow on the top right corner and selecting the “History” option.

    Alternatively, you can request the shopper to show their QR code for you to scan with the smart terminal instead. Shoppers can do so by tapping on the “Show your QR and barcode” button. 

  • How do I update the smart terminal to the latest version?

    The latest version will be auto-updated on the Smart Terminal. However, you must ensure that the Smart Terminal is:

    1. Smart Terminal is turned on and charged

    2. Battery level is higher than 30%

    3. Select “manual update” button

    If you still have any issue with the updates thereafter, please kindly contact the 24hr NETS hotline @ 62741212 

  • What happens if I do not receive the successful transaction notification on the Smart Terminal?

     You can still check the successful transactions by tapping on the “down” arrow on the top right corner and selecting the “History” option.

    If the transaction does not appear under “History”, it means that the transaction was not successful.