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Frequently Asked Questions
General
What browsers do you support?
As at August 2017, the latest browser versions supported are:
Google Chrome 61
Mozilla Firefox 55
Safari 10
Microsoft
Edge 15
Internet Explorer 11
*To ensure a better user
experience, we highly recommend that your browser settings are
updated frequently.
How do I log onto the Multiply Online Shop?
There are now two ways to get to the shop:
Go directly to
www.multiplyonlineshop.co.za and login
Or
Go to
http://www.multiply.co.za then navigate to the Multiply tab and click on
the Online Shop tab.
Why can I not login?
You must be a registered user. You must have a valid username and
password.
Please contact our Multiply call centre should you
not have any issues or questions
Email:
[email protected]
Tel: 0861 88 66 00 (Monday to
Friday – 7h00 to 19h00)
Pricing
Why do other retailers sell the same product at a cheaper price?
We use the supplier RRP (Recommended Retail Price). There are
retailers who opt to sell their products at a lower price which is
at their discretion. We endeavor to provide competitive pricing and
are always open to feedback from clients. However, we cannot
guarantee that we will always be able to beat their price. Rest
assured that we are exploring all options.
Why has there been a price increase on your products? Is there no
way to let me know that prices will change?
Price changes occur frequently on the shop and as per
supplier needs. A lot of the suppliers price will change according
to markets (increase or decrease) or even a demand in supply chain.
Our prices will always be as per the supplier RRP.
Spend Limits
What happened to the spend limits for my wife and I?
We have applied our family composition rule where a family has a combined spend limit per contract for the year.
Payments
What methods of payment do you support?
Master/Visa Credit Card
Master/Visa Cheque Card
Instant
EFT
HealthSaver (For fitness devices purchases only)
How do I know if My Card is approved for ecommerce
transactions?
Your bank will have advised you if your card is enabled for
online eCommerce transactions. If you have used your Cheque/Credit
card previously for online transactions successfully, then your card
is enabled for online transactions. Please contact your bank to
verify if your card is enrolled for online transactions.
How do I know I'm in a secure payment gateway?
Payments are done by Peach Payments, a PCI Level 1 DSS
certified payment provider, further certified by the Payments
Association South Africa (PASA).
Who can I call at Peach Payments?
Peach Payments can only be contacted during office hours:
Monday to Friday, 09;00 to 17h30 on (021) 200 5877, you can also
email Peach Payment support team at [email protected]
What happens if money goes off my card and I don't get an
sms?
You will need to contact your bank to verify the nature of
this occurrence, possible reasons –
a. Your cell-carrier is
delayed;
b. Your bank only does not notify you of the amount
you paid, as per your notifications set up with your bank (i.e under
R200);
c. You have chosen a different method to receive your
payment notifications;
d. Please verify the number that you
have set up for the SMS is correct.
What happens if I don't get my OTP?
1. Ensure your phone is turned on, and you have signal.
2.
Ensure you are using the correct mobile number to receive the
OTP.
3. Ensure the mobile number you are using is configured
with your bank.
4. Ensure that there is no delay with your cell
carrier.
5. You have set up alternative OTP methods, i.e.
USSD, email, app based authentication.
6. If you are
experiencing any of these issues, you will have to contact your
bank.
Store Credit
How do I know if I have store credit?
You need to go to My Account and then click on store credit.
How do I pay with my store credit?
When you get to the payment screen and you have available
store credit you have a choice to apply your store credit as a
method of payment.
Products
Can I request for a product to be added to online shop?
We reserve the right to add a product as we have negotiated with
each supplier. We add the suppliers most popular and best-selling
items to the Multiply Online Shop.
Your email request must
have the relevant SKU, image, product description and possible specs
which can be sent to [email protected]
Please
be mindful that some items that have just been launched to the
market have a 3 month waiting period before suppliers will provide
stock to any online platform.
(All add on requests must be
approved by the Multiply Online Shop team based on the product
availability from the supplier.)
Why do you advertise an item that is sold out?
This is a newly added feature that allows members to know
that we currently do not have stock of the item and we will strive
to update stock levels as soon as possible.
If an item is sold out what can I do to ensure I get the
item?
Add the item to your wish list and you will get notice once
the item is made available again. This will not guarantee that we
will receive the sold out item as this is dependent on the supplier.
Vouchers
Can I return vouchers and gift cards?
No, we do not refund on any vouchers or gift cards purchased.
I have bought two vouchers but only received one. What
should I do?
Email: [email protected]
Tel: 0861 88 66
00 (Monday to Friday – 8am to 5pm)
(If two vouchers have been
ordered and you only received one, please ensure that you have all
the necessary documentation (ie) receipts, proof of payment (copy of
bank or credit card statement) to ensure that we may do a proper
investigation)
Voucher Redemption Process:
The Pro Shop redemption process:
In-store:
1. At checkout present your code to the cashier.
Online:
Multiply The Pro Shop voucher codes need to be converted to a
gift card for The Pro Shop prior to use.
Please click here and
complete the contact form:
www.theproshop.co.za/contact
•Choose Gift Card / Discount Voucher Query as
the subject
•Your nearest store
•How you wish to be
contacted in return
•Specify you wish to convert a Multiply
voucher code, provide the code(s)
You will receive a
response with the new code for online use.
Follow the
steps below to use the new gift card on the website.
1. Visit
2. Find your desired products and Add to Cart
3. Click on your Cart (this will display your
chosen products)
4. Click Checkout Now
5. If you are an existing customer of the online store
Login or alternatively Sign up
6. On the Checkout page after inputting your
delivery details but prior to inputting your payment details go to
the Order Summary block
7. Here there is an
option to Pay with a gift card, input the gift card
number and click Redeem.
8. Your balance will
be adjusted down by the value of the gift card
a. If the card
balance exceeds the amount due that difference will remain on the
gift card, and the outstanding amount will be R0
b. If the
card balance does not cover the amount due you will need to input
further payment details
9. Once you have completed the rest of
the required info you can submit payment.
For your
e-voucher conversions to gift cards, operating times will be as
follows:
• Mon to Fri – 09h00 to 18h00
• Sat – 09hoo to
16h00
• Sun -09h00 to 13h00
The process for Multiply voucher code redemption for Cycle Lab is
as follows:
In-store:
1. At checkout present your
code to the cashier.
Online:
Multiply voucher codes need to be converted to a gift card
for Cycle Lab prior to use.
Please click here and complete the
contact form: www.cyclelab.com/contact/
•Choose
Gift Card / Discount Voucher Query as the subject
•Your nearest store
•How you wish to be contacted in
return
•Specify you wish to convert a Multiply voucher code,
provide the code(s)
You will receive a response with the new
code for online use.
Follow the steps below to use the
new gift card on the website.
1. Visit www.cyclelab.com
2. Find your desired products and
Add to Cart
3. Click on your
Cart (this will display your chosen products)
4. Click Checkout Now
5. If you are an
existing customer of the online store Login or
alternatively Sign up
6. On the
Checkout page after inputting your delivery details
but prior to inputting your payment details go to the
Order Summary block
7. Here there is an
option to Pay with a gift card, input the gift card
number and click Redeem.
8. Your balance will
be adjusted down by the value of the gift card
a. If the card
balance exceeds the amount due that difference will remain on the
gift card, and the outstanding amount will be R0
b. If the
card balance does not cover the amount due you will need to input
further payment details
9. Once you have completed the rest of
the required info you can submit payment.
For your e-voucher
conversions to gift cards, operating times will be as follows:
• Mon to Fri – 09h00 to 18h00
• Sat – 09hoo to 16h00
• Sun -09h00 to 13h00
Nando's FAQ
How long does it take for me to receive my voucher code?
Your voucher codes will be delivered within 6 hours after a
successful payment.
Why have I not received my voucher code?
•Your voucher code might be delayed due to slow networks or
it might be in your spam.
•Ensure the details provided were
correct as it might also be sent to an incorrect recipient.
•You can view your voucher code on the online shop under the
"My orders" tab
What happens if I provided incorrect details on the voucher?
If you have provided incorrect details on purchase of the
voucher, we can unfortunately not assist since the voucher has
already been sent to another person. It is critical you ensure all
details are correct.
Why can I not use my voucher code on the various food delivery
platforms?
The voucher codes can only be processed on point of sale
instore. Food delivery platform's such as Mr. D and UberEats do not
recognise the codes as tender.
Can I use my voucher for telephonic orders?
No, only instore, as well as on the Nandos website
Nandos.co.za and on the Nandos SA mobile App.
What happens if my voucher code is not working? Who do I contact?
If your voucher is not working, you can contact the Nando's
call centre on 086 011 3332
Can I get change on my voucher if I do not use the entire voucher
amount?
No. Nandos will not give change for partial redemptions. You
have to use the entire amount when making a purchase. You will not
be able to use the left-over amount for another purchase later.
Woolworths FAQ
Can I use my Woolworths Gift Card
online and instore?
Yes, the Multiply issued codes are redeemable instore and
online
Why does the Shop show me what I could save and not the actual
cashbacks to be earned?
The grocery limits and cashbacks are confirmed after all
transactions from grocery partners (including Pick n Pay) have been
reconciled. The actual cashbacks earned will be verified post the
transaction and updated on the Rewards statement.
Will the Woolworths Gift Card affect my online shop voucher limit?
No, the Woolworths Gift Card spend contributes to your
groceries (PnP & Woolworths) spend limit.
What can I buy with my Woolworths Gift Card?
The Woolworths Gift Card can be used to purchase all products
found in Woolworths Stores throughout South Africa.
Can I use the Woolworths Gift Cards from Multiply at the Engen
garage with Woolworths foods?
No, the gift cards are not redeemable at Woolworths stores at
Engen Garages.
Where can I view my monthly spend limit balance for Multiply
grocery benefit?
The spend limit balance will be available on your Rewards
statement found on the Multiply website and App
How will it work if I want to buy a R2,000 Woolworths Gift Card,
but only have R500 grocery limit left?
You will be able to purchase and receive the full cashbacks
benefit for the R500 and difference will be at 2% cashbacks
irrespective of your status.
If I return a product, will my spend limit be adjusted?
Your returns will be managed by Woolworths based on their
existing returns policy.
Is my Woolworths Gift Card valid for 3 years from the date of
purchase?
Yes, your vouchers will be valid for 3 years in line with CPA
Where can I check the Gift Card balance?
You may check your gift card balance instore at any till
point before making your purchase.
Can I get the code resent to me if lost?
Yes, the Multiply call centre can resend the voucher on
request or refer you to your order number under your profile
Can I get change on a partial gift card redemption?
No, the balance will remain on your Gift Card until
completely used up.
Why can't I get discounts on my Woolworths Gift Card?
The product is a cashback only product therefore the discount
option cannot be applied to the basket.
What happens if I want to combine my purchase and include another
product which is not a cashback only product?
If you have a cashback only product in your cart at checkout,
your basket will be defaulted to cashbacks. To be able to select
discounts for a non-cashback only product, you will be required to
remove the cashbacks only product.
Will the cashier be able to exchange my virtual card?
A: Please contact the Woolworths Gift Card department via
email – [email protected] – and provide them with the card
16 digit card number and store name to investigate.
I have lost my Gift card, what process do I follow?
Woolworths will be able to block the card provided you
provide them with the card number (this would be either the Virtual
or Physical card number). The customer can go into any store
requesting that the card be blocked or email the Woolworths Gift
Card department via email – [email protected]. Please note
that they will only re issue the balance amount at the time of the
block.
If my Gift card is stolen, or I lose or misplace it, can I "block"
that Gift card and get a replacement.
We will replace the value remaining on the gift card at the
time the gift card was blocked. The customer will need to produce
the proof of purchase and complete a Gift Card Replacement Form in
store.
If I've lost my Gift card, but I know the number and the balance,
can I get a replacement?
Woolworths will replace the value remaining on the gift card
at the time the gift card was blocked. The customer will need to
produce the proof of purchase and a copy of ID.
Can anyone use my Gift Card or am I the only person that is able
to use it?
Anyone can use a Gift card. There is no form of
identification done at the tills.
My Gift card has been damaged and no longer swipes. Can it be
replaced?
Yes it can be replaced free of charge. You would need to go
to the Customer Services Department or in a smaller store to a
designated Gift Card Till to get a replacement card.
Can customers pay their Woolworths accounts, or any of their
utilities accounts ( ie Eskom) with a Gift Card?
This card may not be used to make payments into any
Woolworths account or Woolworths Loan or Visa account or utilities
account.
Can I check the balance on my card?
Yes you can. Balance enquiries can be done for Gift cards at
any till at any store in South Africa (excluding Engen)
Must the customer spend the full value of the Gift card in one
shop, or can this be used over a number of purchase transactions?
The value of the Gift card can be spent over multiple
transactions.
I have R100 left on my Gift card. I want to give this to my
daughter but for R200. Must I buy another Gift card or can I "top
up" my existing Gift card?
You can top up the existing Gift card. Simply go to any Till
operator and present your Gift card and the tender for the amount
with which you want to top up or add to the Gift card.
Can the Gift card be used to purchase any merchandise in the
store?
Yes it can be used to purchase any MERCHANDISE. However, this
card may not be used to make payments into any Woolworths account or
Woolworths Loan or Visa account or utilities account.
Showmax FAQ
Why can't I get discounts on my subscription?
The product is a cashback only product therefore the option
cannot be applied to the basket.
What happens if I want to combine my purchase and include another
product which is not a cashback only product?
If you have a cashback only product in your cart at checkout,
your basket will be defaulted to cashbacks. To be able to select
discounts for a non-cashback only product, you will be required to
remove the cashbacks only product.
How long does it take for my Showmax voucher to be sent to me?
The voucher will be delivered with 6 hours of delivery from
when a successful payment is made
How will I receive my voucher code?
Your voucher code will be SMSed or emailed to the number
provided when the voucher was purchased
I did not receive my voucher code and it has been more than the
communicated 6 hours? What do I do?
You can log on to the Multiply online shop and view the code
against the order number. It might be delayed due to slow networks.
Why can't I get discounts on my subscription?
The product is a cashback only product therefore the option
cannot be applied to the basket.
What happens if I want to combine my purchase and include another
product which is not a cashback only product?
If you have a cashback only product in your cart at checkout,
your basket will be defaulted to cashbacks. To be able to select
discounts for a non-cashback only product, you will be required to
remove the cashbacks only product.
How long does it take for my Showmax voucher to be sent to me?
The voucher will be delivered with 6 hours of delivery from
when a successful payment is made
How will I receive my voucher code?
Your voucher code will be SMSed or emailed to the number
provided when the voucher was purchased
I did not receive my voucher code and it has been more than the
communicated 6 hours? What do I do?
You can log on to the Multiply online shop and view the code
against the order number. It might be delayed due to slow networks.
Spotify FAQ
Why can't I get discounts on my subscription?
The product is a cashback only product therefore the option
cannot be applied to the basket.
What happens if I want to combine my purchase and include another
product which is not a cashback only product?
If you have a cashback only product in your cart at checkout,
your basket will be defaulted to cashbacks. To be able to select
discounts for a non-cashback only product, you will be required to
remove the cashbacks only product.
How long does it take for my Spotify voucher to be sent to me?
The voucher will be delivered with 6 hours of delivery from
when a successful payment is made
How will I receive my voucher code?
Your voucher code will be SMSed or emailed to the number
provided when the voucher was purchased
I did not receive my voucher code and it has been more than the
communicated 6 hours? What do I do?
You can log on to the Multiply online shop and view the code
against the order number. It might be delayed due to slow networks.
Cashbacks
What is cashbacks?
Cashbacks are a percentage of the amount you spend given back to you
when you shop on the Multiply online shop. These Rand-value
cashbacks are transferred directly into your HealthSaver savings
wallet.
How do I get cashbacks?
Choose to save when you spend on the Multiply online shop by
opting for cashbacks instead of discounts on your full basket. You
can get cashbacks on vouchers and discount products.
Does cashbacks replace discounts?
No, you can either choose to earn cashbacks or get a discount
on your Multiply online shop purchase.
Do my cashbacks expire?
No, cashbacks do not expire. You can save and spend them any
time you want to.
What happens when I return a purchase I earned cashbacks
on?
If you return a purchase from the Multiply online shop that
earned cashbacks, we will refund you the amount of the item in
Multiply online shop credit minus the cashbacks you earned. The
cashbacks you earned will remain in your HealthSaver wallet.
What is the HealthSaver?
A savings account that works seamlessly with your medical aid, on
any option you choose. With no transaction or admin fees, it lets
you save for additional day-to-day medical expenses, such as
co-payments, refractive eye surgery, vitamins and more.
HealthSaver is seamlessly integrated with Momentum
Medical Scheme, which makes it the most convenient way to pay for
medical treatments and procedures, not covered by your medical aid
option.
If you have a Momentum HealthSaver account, you
can buy a fitness device on the Multiply online shop directly from
your HealthSaver account.
How can I use my HealthSaver on the Multiply online shop?
To be able to use your HealthSaver on the Multiply online
shop you must:
• Have an active Multiply policy;
• Have an active Momentum Health Medical Scheme
policy;
• Have a HealthSaver account balance that is greater
than the cost of the device and delivery costs of R75.00
What are the rules regarding the use of the use of the
HealthSaver?
• This will only be available for products in the HealthSaver
category on the Multiply Online Shop.
• The option will only
be available for products in the HealthSaver category on the
Multiply online shop.
• No mixed orders are allowed on the
purchase, a mixed order is purchasing a fitness device and another
product and/or voucher. e.g: fitness device (in the HealthSaver
category) and a laptop bag.
• No partial payments will be
allowed. There should be sufficient funds in your HealthSaver to
cover the whole cost of the purchase.
Can I get a refund if I return the product?
Refunds will be processed as per the current terms and
conditions on the Multiply online shop
Delivery and Tracking
How do I request a cancellation?
Go to My Account click on Returns then;
Click on request
new return and complete the required info.
Once we receive
this info we will provide feedback within 24 working hours.
Can I track my order status?
Yes, go to My Account – My Orders, and visibility of order
status can be seen under the Status tab.
What is the delivery fee?
Delivery fees are to be determined by the weight of the product/s
purchased. The delivery fees are inclusive of VAT.
Why can I not collect from the warehouse?
Our process and model does not allow for clients to collect
from the warehouse. The warehouse only allows access to courier
companies.
Returns
Can I track my returns request?
Yes, we will send you an email once you have submitted a return request. We will also send an email when we have provided you with feedback and this feedback is visible on the return request.
Handling Fees
What are the handling fees of suppliers and why are they so much?
Each supplier reserves the right to charge a handling fee which works for their business. We do not have authority to override their handling fees. We can only communicate and raise awareness.
Gold Campaign
What is this Gold Campaign?
Multiply is offering Starter, Bronze and Silver clients an
opportunity to get Gold discounts on all physical products and
selected voucher partners!
How is my starter limit affected?
There is no limit on starter, that does not change.
How is my spend limit affected?
As per product rule, the current spend limit rules will
apply.
Which vouchers can I buy for this Gold Campaign?
For the specified period, clients can get gold savings on
Makro vouchers (cashbacks or discounts) and Woolworths gift cards
(cashbacks).
Which products can I buy during this campaign?
If you are on Starter, Bronze or Silver you can enjoy Gold
savings (discounts or cashbacks) on all the Multiply online shop
physical products.
How long is the campaign running for?
The campaign start date is 10 June 2020 till 1st of February
2022
How Covid 19 affects Orders
How the COVID-19 pandemic may affect your order?
How can COVID-19 affect my order?
Please be advised there are some suppliers struggling to
secure stock due to Covid lockdowns. While we strive to ensure
successful delivery at all times, it is important to take note of
the Covid impact.
Where can I access information on COVID-19?
For further information please visit:
sacoronavirus.co.za
General
What browsers do you support?
As at August 2017, the latest browser versions supported are:
Google Chrome 61
Mozilla Firefox 55
Safari 10
Microsoft
Edge 15
Internet Explorer 11
*To ensure a better user
experience, we highly recommend that your browser settings are updated
frequently.
How do I log onto the Multiply Online Shop?
There are now two ways to get to the shop:
Go directly to
www.multiplyonlineshop.co.za and login
Or
Go to
www.multiply.co.za then navigate to the Multiply tab and click on the
Online Shop tab.
Why can I not login?
You must be a registered user. You must have a valid username and
password.
Please contact our Multiply call centre should you not
have any issues or questions
Email:
[email protected]
Tel: 0861 88 66 00 (Monday to
Friday – 8h00 to 17h00)