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FAQ: PINEGIFT
I have received an SMS from: DM-PLGIFT / VM-PLGIFT !
Q .What is PineGift?
A. It's a digital gift-card platform that enables corporate employees/users to choose their favorite gift
vouchers and redeem it at respective stores.
Q. How will I come to know about my gift/incentive/reward?
A. You will receive communication on your phone from DM-PLGIFT or VM-PLGIFT
Q. What do I do once I receive an SMS?
A. Download mobile app from Play Store
(app also available on IOS)
Q. Today I am not using a smart phone?
A. No problem. You can use it on a web browser on a PC.
Link: www.pinegift.in
Q. I want to access this on non-android phone?
A. No Problem. You can type following link on your mobile browser and start transacting.
Link: https://m.pinegift.in
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Q. What do I do in first Login?
Change default password
Update your email id and phone
Welcome! You are at home screen as shown below.
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Q. How do I generate a voucher/s of my choice? A
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You can select- brand, denomination of voucher and proceed to generate/buy.
Q. Where do I store this voucher?
A. Voucher generated-
Will be automatically sent you as a sms and email. The voucher can be retrieved from ‘”my
vouchers” section on both web and mobile platform.
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You can also see vouchers in app or web in My Voucher section
Q. What is the time required to generate vouchers?
A. Voucher is generated in real time as you proceed with the steps to generate it.
Q. When can I use vouchers once I have generated it?
A. Any voucher successfully generated can be used instantly.
Q. What denominations are available?
A. Multiple denominations are available.
Q What if I want to send my gift voucher to someone else?
A. All you have to do is to go to – My Vouchers – Click on View and then gift a friend – Enter Friends
Name – Friends Email – Friends Mobile Number – And click on Gift a Friend
Q. How to utilize this voucher?
Just show the print out of your voucher
or show the voucher generated on mobile app to retailer.
or show sms which contain voucher details to the retailer.
Retailer will enter the voucher number into validating software/hardware.
You will receive SMS with a one time password (OTP) on your registered mobile and email if
updated.
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Punch in the OTP (onetime password) received on your registered mobile number to complete the
transaction
The balance amount if any can be paid by credit/debit/cash.
Few of the brand vouchers will be: OTP protected:
Pl. look to the lock sign in picture above
Spice Hot Spot - with a green lock- is OTP protected so you will receive sms while transacting at
merchant/retailer; once the retailer enter voucher number into machine for validation.
Westside with a red lock sign is non OTP protected; so you just present voucher to the retailer.
Q How can I check whether the store for that brand is in my city - for offline purchase (before selecting
the voucher)?
A. We have a store locater function available in app. Also In the store locator the "near me" feature is
available.
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Q Is my information safe?
A. Yes, your information is completely safe with us. We use highly secure platform to protect your
data.
Q How do I reset my password if I have forgotten it?
A. In order to reset your log in password, go to www.pinegift.in
Just click on "forgot password" and enter your Email address/phone no. in the screen that appears
next.
After you enter your email address, click 'Reset Password'
You will get an email with instructions on how to complete the process.
Q. What if I change my phone?
A. No problem, delete app from last one and install in new one. Use emailed as a user name and
password in install in new phone; or call us.
Q What if I change my mobile number?
A. Just update your new phone number to PineGift app in my profile section.
Do remember to update your number as OTP as sms and other communication will come to your
mobile number.
Do inform your company about the number you have changed.
Q What if I lose my phone?
A. Any of the following:
You can visit your account on www.pinegift.in and change your password.
You can ask Samsung to mail us and block your PineGift ID
If you don’t remember your password you can click forgot password and a reset link will be sent
to your email id.
Also you can directly call us or email us.
Q: How to Redeem of Vouchers?
A) Offline Stores/merchants:
You walk in to a merchant store for which you have generated a voucher.
You do shopping as usual and while checking out at cash counter you flash the
vouchers generated / reads out the voucher code received on SMS to the cashier.
Cashier validates the e-code by punching it into his system and the transaction is
processed.
The balance amount in case if any can be paid by another voucher/ cash/ credit etc.
B) Online store / merchants
You do shopping as usual and while checking out he goes to EGV/Gift Voucher
section and entre voucher code he has received on SMS
The balance amount in case if any can be paid by cash/ credit etc.
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Q What is validity of Pine Gift amount?
A. Six Month for the wallet amount from the date of the upload; and vouchers generated will have their
own validity mentioned over it.
If you get gift/payout on monthly basis, the amount gifted first will be utilized first for voucher
generation.
Q What is validity of voucher I have generated?
A. It varies from brand to brand; and will be mentioned on the voucher generated.
Q. Do I need to carry a hard copy of voucher every time I go for shopping?
A. No it is not required. SMS or voucher on App can be shown while redeeming at retailer/merchant.
Q. What do I say when I go to shopping at an outlet? When do I redeem the voucher?
A. I have got your voucher (example: at Big Bazaar: I have got a Big Bazaar voucher!)
PineGift is only a platform to generate vouchers and the vouchers generated belong to the respective
brands.
Q. Can a used voucher be reused?
A. No. You should generate voucher accordingly as flexible denomination are available on the PineGift.
Exception: Flipkart/Amazon and other ecommerce sites: The unused balance (if purchase value is less
than voucher value) is automatically credit to Flipkart/amazon or other ecommerce site’s wallet which
can be used in future.
Q. What if I missed the validity timeline mentioned on the voucher?
A. Voucher generated has to be used in given validity; though you well get SMS updates from PineGift
to use the expiry nearing voucher.
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Q. What are the other features on this app?
Q. I have again received and SMS from PineGift what is this?
This means your account has been reloaded happy shopping!!!!
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What if my question is not listed here? Who can I contact at PineGift?
Contact PineGift support team @ 0120-4033600 (Timings: 9AM to 10PM)
or email @ [email protected]
In case if the issue is not resolved within 4 working days of raising then they can directly write in to-
Level -1: [email protected] Level - 2: [email protected] Level – 3: [email protected]
Service Escalation Matrix at Pine Labs for Plutus Merchants
Timing : 10:AM to 10:00 PM
Customer Help Desk Number &
Email Id 0120-4033600 [email protected]
1st
Level Escalation: if not responded in 24 Hours
Jatin Ginotra
+91 9560204767 [email protected]
2nd
Level Escalation: if not responded in 36 hours
Shashank Pal +91 9654982299 [email protected]
3rd
Level Escalation: if not responded in 48 Hours
Sourabh Saini +91 9711049349 [email protected]
Note Before escalating, please keep Complaint number handy for helping us to follow up and refer to a complaint issues in
detail in our system. Also above TAT is not applicable for Complaints pending on Bank/Tech Team as it will be
resolved/responded after response coming from Bank/Teach Team/Merchant himself.
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