Help
General
Q: What is a Preferred Customer?
Q: What if I forget my Preferred Customer ID?
Q: What is Market Indonesia’s return policy?
Q: What are Market Indonesia’s exclusive brands?
Q: I am experiencing problems printing product detail information. Please help.
Ordering
Q: How do I search for a product?
Q: I cannot find the product I want on the site. Can you help?
Q: What price will I be charged for products that are not in my local currency?
Q: How do I learn more about an item I want to purchase?
Q: How do I order products on SHOP.COM?
Q: How do I add items to my shopping cart?
Q: How do I purchase the items in my shopping cart?
Q: What payment methods do you accept?
Q: Do I have to pay for my order in full?
Q: How much do you charge for shipping and handling?
Q: What qualifies for free shipping?
Q: Is the ordering process secure?
Q: Can I make changes to my order after it has been submitted?
Q: Do I receive a confirmation for the order I placed?
Q: How can I check my order status?
Q: When should I expect delivery?
Account
Q: Where do I make changes to my account?
Q: How do I update my billing address?
Q: How do I update my shipping address?
Q: How do I update my AutoShip?
Q: How can I change the password on my account?
Cashback
Q: What is the Cashback program?
Q: Who is eligible to participate in the Cashback program?
Q: Is there a limit to the amount of cash I can earn by my loyalty to purchase products on SHOP.COM?
Q: How do I make sure my purchase qualifies for Cashback?
Q: What are some of the limitations for getting Cashback?
Q: How does SHOP.COM know that I've made a qualifying purchase?
Q: What happens to my Cashback if I return, exchange or cancel a purchase?
Q: What happens if a store changes the Cashback amount since the last time I was on the site?
Q: How long does Cashback take to post to my account?
Q: How long does pending Cashback take to be awarded?
Q: What should I do when a purchase isn't showing up in my account?
Q: How can I use my Cashback immediately?
Q: What is a Shopping Trip ID?
Q: Does the Shopping Trip ID let me know if I earned cashback from that trip?
Q: What if I do not have a Shopping Trip for the day of my purchase?
Q: How far back am I allowed to see my shopping trips?
Q: How long do I have to request for a missing cashback order?
VIFT
Q: Are there any benefits for using VIFT to make purchases?
Q: Are there any fees or charges for redeeming cash from my VIFT wallet?
Q: How long does a cash transfer from my VIFT wallet to my bank account take?
Q: Is there a minimum cash threshold for redemption?
Q: What happens if I don't have a bank account?
Q: Can I track my VIFT balance and transactions?
Q: Are there any limits on the balance I can accumulate?
Q: What should I do if there is an issue with my VIFT?
General
Q: How do I get started?
A: Visit "Create an Account" under Register for a New Account to sign up as a Preferred Customer so we can begin rewarding you for your online purchases.Next, start thinking about the types of items you buy on a daily, weekly or monthly basis, and special purchases you make throughout the year, such as gifts for birthdays, weddings, anniversaries, graduations, holidays and other special occasions.
Check out our product categories on SHOP.COM for more possibilities. Then, start flexing your purchasing power and begin earning the rewards you deserve. Remember, at SHOP.COM, you get paid to shop with Cashback for the things you normally buy and for everything else you want and need!
Q: What is a Preferred Customer?
A: Our Preferred Customer Program is focused on developing quality, long-term relationships with loyal customers. As a Preferred Customer, you'll receive many great benefits that include:
- For immediate assistance, SHOP.COM customers can contact us by email at [email protected] , or by telephone {$customerservicephone}
- Easy and secure Internet ordering
- Multiple payment options
Q: What if I forget my Preferred Customer ID?
A: Please contact Customer Service at [email protected] or call {$customerservicephone} for assistance.
Q: What is Market Indonesia’s return policy?
A: Learn more about Our Return Policy here.
Q: What are Market Indonesia’s exclusive brands?
A: Learn more about Our Brands here.
Q: I am experiencing problems printing product detail information. Please help.
A: If you experience this problem, please contact Customer Service at [email protected] or call {$customerservicephone} for assistance.
Ordering
Q: How do I search for a product?
A: Enter a word or phrase into the search box at the top of the screen. Use the drop-down next to the search box to search within a specific category. Then click the magnifying glass icon or press Enter. The site will return all matching products. You can also browse all products within each category by using the category links below the search box.
Q: I cannot find the product I want on the site. Can you help?
A: If you're having trouble finding the product you're looking for using the search, try browsing for the product using the “Category” filters on the left of every shopping page. If you need additional assistance, please contact Customer Service at [email protected] or call {$customerservicephone} for assistance.
Q: What price will I be charged for products that are not in my local currency?
A: Foreign currency exchange data is provided by XE.com. These rates are updated daily and are used to display product prices in the currency/currencies appropriate to each site. Such displayed product prices, where they occur, are provided as a convenience for our shoppers. Actual charges are in the merchant's currency.
Q: How do I learn more about an item I want to purchase?
A: The item’s description will give you details about the item. For even more information, click the “See Details” link for the product. If you have any questions about the item, you can contact your Shop Consultant.
Q: How do I order products on SHOP.COM?
A: It's easy. Simply locate the product you're looking for and add it to your shopping cart or purchase directly from the store where appropriate.
Q: How do I add items to my shopping cart?
A: ID.SHOP.COM items: Once you've found an item you'd like to purchase, simply click on the product from any search results age and click on the “Add to cart” button.
Partner Store items: Once you've found a store you'd like to visit, simply click on the store from any search results page and go to the store” to complete the purchase.
Q: How do I purchase the items in my shopping cart?
A: Click the shopping cart in the upper right-hand corner of the page, then click “Checkout.” All of the products in your cart will display. Remove or adjust the quantity of any items in your cart. You will be led through the online ordering process from this page. You also have the opportunity to complete your order anytime you add something to your cart.
Q: What payment methods do you accept?
A: The main methods of payment are through Xendit.
Q: Do I have to pay for my order in full?
A: Yes. The total amount of all item(s) ordered will be charged in full to your selected payment method. Online orders cannot be paid for on an installment basis.
Q: How much do you charge for shipping and handling?
A: For Market Indonesia purchases: Shipping and handling is calculated in the cart and varies according to each store's policy. You will have the opportunity to review this before completing your purchase.
For Partner Store purchases: Please consult the individual store's website for shipping information.
Q: What qualifies for free shipping?
A: To be eligible for free shipping, orders must contain at least Rp1.000.000 in eligible products (including taxes and other fees). All orders containing less than Rp1.000.000 in eligible products are eligible for Rp50.000 flat-rate shipping.
Q: Is the ordering process secure?
A: Yes! Our website uses the latest 128-bit encryption technology to protect your personal information. Our ordering process is totally secure from the beginning to end. Every credit card purchase is backed by our secure server technology. Our software meets industry standards and is among the best available for secured transactions. All customer information on this server is encrypted for your protection. While most pages on the site are not encrypted, you will automatically enter the secure server whenever your personal information is requested. It encrypts all of your personal information so that it cannot be read during transmission over the Internet. For your security, we use the same industry standard SSL (Secure Sockets Layer) as leading major commercial shopping sites to obtain confidential user information.
Q: Can I make changes to my order after it has been submitted?
A: Our goal is to pack and ship your order as quickly as possible; therefore, we will not be able to allow changes to your order once submitted.
Q: Do I receive a confirmation for the order I placed?
A: For Market Indonesia Products: You will receive an order confirmation email from SHOP.COM.
For Partner Store Products: You will receive an order confirmation email from the Partner Store where the purchase was made. Please contact them directly with further questions.
Q: How can I check my order status?
A: For Market Indonesia orders: Visit View My Orders under your Account. Click “details” next to the order you would like to view.
For Partner Store orders: Please consult the individual store's site for details.
Q: How do I track my order?
A: Please contact Customer Service at [email protected] or call {$customerservicephone} for assistance.
Q: When should I expect delivery?
A: For Market America products: Orders placed for Market America products usually ship within five to seven business days.
For Partner Store products: Please consult the individual store's website for specific details on delivery.
Account
Q: Where do I make changes to my account?
A: Visit Account Or In the top menu bar, click the down arrow next to your name and click “All Account.”
Q: How do I update my billing address?
A: Visit edit my bill-to address under Account.
Q: How do I update my shipping address?
A: Visit edit my SHOP.COM address under Account. To edit an existing shipping address, click “edit” next to the address you would like to change. To add a new shipping address, click “add new ship-to address.”
Q: How do I update my AutoShip?
A: Visit manage my autoships under Account. Click “view/edit” next to the AutoShip you would like to update.
Q: How can I change the password on my account?
A: On SHOP.COM: If you are logged in, visit change my SHOP.COM password under Account. If you are not logged in, click Forgot your password? on the Sign in page.
On Partner Store sites: Please consult the individual Partner Store site for further information on how to change your password."
Cashback
Q: What is the Cashback program?
A: Cashback is the revolutionary shopping program from SHOP.COM that saves you money and pays you to shop! Get paid for purchasing online the things you want and need, and have them delivered right to your door. You can redeem your Cashback once you reach the minimum Rp150.000 requirement.
- Earn Cashback for purchasing Market America products and those from our Partner Stores where you see the Cashback logo
- Find what you're looking for from thousands of stores and tens of millions of products and services using our lightning-fast search technology
- Take advantage of tons of great deals at your fingertips that you can quickly sort by price, color, style and many other attributes at the click of a button
- Save time and gas by not driving from store to store
Q: How do I earn Cashback?
A:
- Sign up as a Preferred Customer on any SHOP.COM participating website
- Be sure you are logged in each time you shop for Market America products or from our Partner Stores
Q: Who is eligible to participate in the Cashback program?
A: Anyone, as long as they:
- Provide us with a valid e-mail address and password for account access
- Are at least 18 years of age and reside in Indonesia
- Have a valid, physical mailing address (a P.O. Box won't work)
- Create a Cashback account by registering using our brief sign-up form
Q: Is there a limit to the amount of cash I can earn by my loyalty to purchase products on SHOP.COM?
A: Absolutely not. SHOP.COM's Cashback program pays you to shop. We don't implement an earnings cap like many other rewards programs do. The more you purchase, the more you save and earn cash!
Q: How do I make sure my purchase qualifies for Cashback?
A: When you shop for products using SHOP.COM and see the green Cashback symbol, you'll know those products are eligible for Cashback. You can also see how much Cashback you'll earn for each qualifying item.
Please note: When you click the Cashback link within a sponsored ad, you may be asked to provide your e-mail address again. Please be sure to do so to ensure you receive your Cashback after you have purchased a product, as your e-mail address allows us to track your purchases.
Q: What are some of the limitations for getting Cashback?
A: In addition to Cashback limitations outlined in the Terms of Service, some stores may have further restrictions for getting Cashback. For example, a special sales event may make a purchase ineligible for Cashback.
Using a coupon for some stores could potentially void the Cashback for that store, including those you may receive via e-mail, see on a deal/coupon site or offered on a store's website. Since all stores have different terms and conditions, we cannot pay Cashback where stores follow this type of policy and impose certain purchasing restrictions.
Q: How does SHOP.COM know that I've made a qualifying purchase?
A: When you sign up and are logged in before you shop, qualifying purchases you make are tracked using your login information.
Q: What happens to my Cashback if I return, exchange or cancel a purchase?
A: Returns, exchanges and cancellations are subject to the individual store's return policy. If you return, cancel or exchange part or all of a purchase, the store may reverse your purchase with us. We won't be able to pay you Cashback from that transaction. Please refer to the individual store's page on SHOP.COM for more details.
Q: What happens if a store changes the Cashback amount since the last time I was on the site?
A: It's possible that the Cashback amount has changed from what you may have seen on a previous visit. The Cashback you earn is what is posted with the product at the time of purchase, so we can't honor a Cashback amount you saw on an earlier visit if it has changed.
Q: How long does Cashback take to post to my account?
A: Cashback posts within 24 hours for any Market Indonesia product. For Partner Store Non-Travel related purchase, Cashback will post within two weeks from the date of purchase. For Travel Related purchases, it will post 30 – 60 days from the completion of trip/stay.
Q: How long does pending Cashback take to be awarded?
A: Cashback can be in a pending status for up to 90 days before it is showing in your cashback activity report. For non-travel related purchases, if you do any return and exchange it may take up to 120 days. For travel related purchase, it can take up to 90 days from the completion of trip/stay.
Q: What should I do when a purchase isn't showing up in my account?
A: Reasons the purchase is not showing up in your account may include:
- You have not waited long enough for the Cashback to apply to your account.
- The store might not recognize the purchase as complete because the item(s) might be on backorder, payment is processing, or other reasons. Contact the store directly to confirm that the purchase was processed. If the merchant confirms that the purchase was processed, please contact your Shop Consultant for further help
- You opened a Partner Store's website in a different web browser. All Partner Store transactions must be initiated via SHOP.COM.
- Your order was cancelled or the goods or services were returned.
- You used a separate discount or coupon, gift card, or a gift certificate.
- Some popular browsers have changed their settings to prevent tracking of your browsing information. While these changes are intended to increase your privacy, they also impact our ability to track your orders for Cashback credit. One such browser is Safari, which utilizes Apple’s Intelligent Tracking Prevention 2.0 technology for macOS and iOS (Mac, iPhone and iPad). For more information and technical details, visit https://webkit.org/blog/8311/intelligent-tracking-prevention-2-0/. Most of our Partner Stores have made the necessary changes to ensure your orders are tracked and you receive Cashback. However, some are still working on implementing the required measures to prevent certain browsers like Safari from blocking order tracking.
- Additional limitations for purchases on certain Partner Store sites might apply. See that store's policy for further information.
If none of these conditions apply, forward a copy of the order confirmation e-mail to [email protected] for further research.
Q: How can I use my Cashback immediately?
A: Your Cashback can be redeemed and applied to subsequent purchases as a payment option as soon as it appears in your Cashback account as Available.
Remember, in order to redeem for actual cash, you must at least have accrued the program's required threshold amount of Rp150.000.
Q: How do I redeem Cashback?
A: Visit your cashback account under Account. If you meet the Cashback requirements, a “redeem now” link will display below your Cashback total.
Q: What is a Shopping Trip ID?
A: A Shopping Trip ID is a unique number that lets us know that you left SHOP.COM to visit a partner store. This unique number lets us know each and every visit you make to our partner stores by date and time.
Q: Does the Shopping Trip ID let me know if I earned cashback from that trip?
A: Yes, we will record each and every trip you make to a partner store and if you complete a purchase in one of those trips, we will identify which trip ID generated the cashback. Simply look for the icons next to the trip ID.
Q: What happens if I do not see my cashback showing on my Cashback report or Shopping Trip Activity report?
A: Please allow up to 14 business days for your purchase to be awarded to your account. If after 14 business days has past, locate the Shopping Trip ID for the store you ordered from on the day of the order. By clicking the Shopping Trip ID, you will be presented an online form to complete and send to customer service.
Q: I made one Shopping Trip to a Partner Store and placed two orders back to back but only one tracked to my Shopping Trip. Why did that happen?
A: In order for each order to track, you must click and generate a new trip ID for each order. Once you complete an order and need to make another one, you must click back through SHOP.COM and get a new trip ID for the next purchase. If you do not, then only the first order will count — the next order will not unless you click through SHOP.COM again before making the next purchase.
Q: What if I do not have a Shopping Trip for the day of my purchase?
A: All purchases must have a Shopping Trip ID on the day of the purchase. By having this ID, it provides us activity that you were logged in to your account and clicked on a qualified link through SHOP.COM or Shop Buddy.
Q: How far back am I allowed to see my shopping trips?
A: The total amount of Shopping Trips that are available to everyone is 3 months (90 days).
Q: How long do I have to request for a missing cashback order?
A: You will need to wait for at least 15 days to allow the order to reflect in the cashback activity report. if the order did not reflect in the report after 15 days, kindly submit the shopping trip missing order inquiry. You have up to 60 days to submit a missing order inquiry for any online retail purchase. After 60 days, you are no longer able to submit the online Shopping Trip Enquiry. If you need further assistance, kindly email to our customer service.
VIFT
Q: What is VIFT?
A: VIFT is the digital wallet that pays cash daily. VIFT houses your cash and makes it easy for you to redeem your funds or use them on future purchases.
Q: Are there any benefits for using VIFT to make purchases?
A: 1% is awarded back to you in cash for every purchase you make that uses your VIFT balance to cover your total in its entirety.
Q: Are there any fees or charges for redeeming cash from my VIFT wallet?
A: Depending on your redemption method, you may incur little to no fees. Visit your VIFT wallet for more details.
Q: How long does a cash transfer from my VIFT wallet to my bank account take?
A: Transfer speeds vary based on your selected redemption method.
Q: Is there a minimum cash threshold for redemption?
A: Yes. You must have a balance of Rp150.000 to redeem cash to your bank account. However, there is no minimum balance required to use toward future purchases.
Q: How do I redeem cash?
A: We offer fast, low-fee payouts. Go to your account and follow the instructions provided to redeem cash easily.
Q: What happens if I don't have a bank account?
A: Shoppers who don’t have a bank account may use their VIFT balance to fund future purchases.
Q: Can I track my VIFT balance and transactions?
A: Absolutely. Your VIFT wallet records your Cashback balance and transaction history in one central location for your convenience.
Q: Are there any limits on the balance I can accumulate?
A: No. You can accumulate as much cash as you want in your VIFT account.
Q: What should I do if there is an issue with my VIFT?
A: Contact our customer support team at [email protected] to report any issues.
Q: What is the difference between Cashback and VIFT?
A: Cashback is rewarded when you shop. The VIFT digital wallet is where your funds are held to redeem or be used for shopping.
Q; Is VIFT safe?
A: Yes! We use state-of-the-art technology to keep your VIFT funds and personal information secure during your shopping experience as well as when you redeem cash to your bank account.
Q: Where can I find my transaction history?
A: Your transaction history can be easily accessed in your VIFT wallet.