FREQUENTLY ASKED QUESTIONS FOR—CUSTOMER
Note: All references to IndianOil in this FAQ also include its group companies, Indo Burma Petroleum Co. Ltd (IBP) and Assam Oil Division (AOD).
A. Program
B. Personal Identification Number & Lost/Damaged Card
C. Participating Establishments
D. Earning Points
E. Redemption
F. Profile Updation
G. Web Site and Help Line
1. What is the IndianOil XTRAREWARDSTM Program (IXRP) all about?
XTRAREWARDSTM is the country’s one and only Cash Customer Loyalty Program that rewards cash-paying customers. As a member, you can earn XTRAREWARDSTM Points (XRPs) on purchases at participating IndianOil Retail outlets and franchisees, affiliates and outlets of alliance partners with whom IndianOil may have alliance from time to time. The XTRAREWARDSTM points earned can instantly be redeemed for fuel and Servo Lubes at participating IndianOil retail outlets. You can also redeem the points against items given in the Rewards Catalogue, which would normally take up to 6 weeks to be delivered.
2. Are XRPs given even if payment is made through credit or debit cards?
Certainly. Apart from rewarding Cash Customers, the program also rewards customers who pay by credit or debit cards. However, the customer has to produce his XTRAREWARDSTM Card for earning XRPs.
3. Who can participate in IXRP?
All customers having vehicles whose Registered Laden Weight (RLW) is less than 4 tonnes, as noted in their vehicle Registration Certificate (RC) issued by the concerned Regional Transport Authority (RTA), are eligible to become members of IXRP.
4. How many types of memberships are there?
There are two types of memberships - Individual and Corporate. Those having vehicles for personal use can enroll under Individual Type of membership. All companies/entities/persons having commercial vehicles can enroll as Corporates. Individuals can pay the enrolment fee and pick up a pre-activated ready-to-use XTRAREWARDSTM card from any participating Retail Outlets of IndianOil. Those desirous of obtaining a Corporate Membership should obtain a physical application form for Corporates from the Retail Outlet from which they meet their fuel requirements, fill up and submit the same at the said Retail Outlet with copies of the RC of each vehicle they own. Once this application is approved, an XTRAREWARDSTM Card will be issued directly by IndianOil to the concerned Corporate.
5. What are the benefits of a Corporate card?
The company/entity/person with Corporate membership can collect XRPs against purchase of goods and services at participating establishments. For instance, all vehicles of a company can get the XRPs on a single card while fuelling at participating IndianOil retail outlets, provided they produce the XTRAREWARDSTM Card at the time of purchase of fuel. The company can redeem the XRPs only through its authorised representative, whose name is shown in the application form. Any change in the name of the authorised representative should be duly intimated to the local XTRAREWARDS Officer immediately.
6. What should I do once I pay the enrolment fee and pick-up a pre-activated XTRAREWARDSTM card as an Individual Member?
The Application Form for Individual Members has to be completely filled up immediately, signed and handed over to the channel to which the fee has been paid. The form has to be filled up in English only. The application form can also be mailed directly to the Member Service Centre (MSC) or filled up through this web site, www.xtrarewards.com.
7. How important it is to fill up the Application Form for Individual Members immediately?
The form has to be filled up and mailed to MSC within 7 days of paying the enrolment fee. It can also be filled up through this web site, www.xtrarewards.com. In case the manually filled up form is not received by MSC within 60 days of the first transaction at any participating establishment, the card will be deactivated and you will not be able to earn further points till it is reactivated. The Card can be reactivated immediately if the application form is submitted thru this web site. In case of manual application forms, the reactivation would be done within 3 weeks of receipt of the same provided it is complete and accepted. However, the purchases made during the period of deactivation may not earn XRPs.
8. What are the consequences of not completely filling up the application form and delivering it to MSC or not filling up and submitting on the website?
As a XTRAREWARDSTM cardholder, you would not be able to:
- Redeem your XTRAREWARDSTM points.
- Get a replacement if your card is lost/damaged.
- Get a fresh Personal Identification Number (PIN) if you want to change the existing PIN.
- Get a new PIN if you have forgotten the existing PIN.
- Block your card if it is lost/stolen/damaged.
The Card would also get blocked after 60 days from the date of first transaction. Application Forms filled up and handed over after seeking redemption will not be considered.
9. What should I do if my card gets blocked?
You can do any one of the following.
a. Submit your application on-line thru this Web Site. Click Here for Application form.
b. Contact the Customer Service Executive (CSE) at the Call Centre. Click Here for contact details. Provide your personal details to the CSE for updating your profile instantly. Kindly authorise the updation with your CPIN towards the end of the call. Please note that your CPIN has to be entered through the key pad of your phone and should not be conveyed to the CSE.
c. SMS HELP<space>DATA to 9223052305.
d. Fill up an application form manually and hand over the same to the participating IndianOil Retail Outlet. Alternatively, mail it directly to the Member Service Centre.
10. Are there any annual fees apart from the enrolment fee?
No, there are no annual fees. The XTRAREWARDSTM card/membership is valid for three years from the date of first transaction after which, the same has to be renewed at the prevailing fee. Presently, this renewal fee is Rs. 60 (Rupees Sixty). IndianOil also reserves the right to extend the validity of the membership at its discretion.
11. Should I register my mobile number with the program?
Yes, it is recommended to register your cell no for getting maximum benefits from the Program.
12. What benefits do I get by registering my cell no.?
You can receive Mobile Alerts (SMS messages) on XRPs earned and participate in sales promotions instantly. You would also get regular communication on the Program. To ensure an uninterrupted stream of such benefits, you have to notify MSC any change in your mobile number.
B. Personal Identification Number & Lost/Damaged Card.
1. What is the Personal Identification Number (PIN) meant for?
The PIN is a secret password provided to you as a member, and should be used while redeeming or registering for redemption. This authorises debiting of points from your account equal to those being redeemed. The PIN can also be used for
a. checking the no. of points that you have in your account.
b. voiding any incorrect sale or redemption transactions.
c. blocking lost/stolen/damaged cards.
d. unblocking lost/stolen/damaged cards
e. replacement of lost/stolen/damaged cards.
f. replacement of existing PIN.
g. replacement of forgotten PIN
a. Check the no of points that you have in your account
To check the no of points that you have in your account, (Click Here).
You can also check the no of points in your account thru the POS Terminal at participating IndianOil Retail outlets or thru the IVRS Help Line or SMS XRP <Card No> to 9223052305.
b. Voiding any incorrect sale or redemption transactions
When a sale transaction is wrong, it can be voided within 24 hours or till the availability of the transaction in the memory of the POS Terminal at the participating IndianOil Retail Outlet from where the sale transaction was carried out, whichever is earlier. It cannot be voided through any other means. Subject to certain conditions, voiding of a sale transaction will not be allowed if the Member’s Points balance is less than the Points to be voided. To illustrate, a Member gained 10 points in a sale transaction and his total points balance is 100. He then immediately redeems 95 points and his points balance is 5. If he now wants to void the sale transaction of 10 points, inspite of meeting the conditions herein, the same will not be allowed.
If an instant redemption on fuel/lubes has to be voided, it can be done only on the POS Terminal at the participating IndianOil Retail Outlet, where the redemption had been done. The voiding will be accepted only if it is done within 30 minutes of the redemption. The Member has to pay the participating IndianOil Retail Outlet for the value of the product, if he has already taken the same.
Gift redemptions registered through this Web Site can be voided here within 24 hours of registration. (Click Here) for Voiding Gift Redemption.
Gift redemptions registered through the POS Terminal at the participating IndianOil Retail outlets can be voided through the POS Terminal at any participating IndianOil Retail Outlet within 24 hours. The Member has to produce the Normal Redemption Charge Slip for voiding as the Transaction No has to be quoted in the POS Terminal.
Gift redemption request can be voided within 24 hours of its registration thru the IVRS Help Line as well.
c. Blocking lost/stolen/damaged cards
You should immediately notify through this Web Site or IVRS Help Line or SMS BCARD <card number> <date of birth dd-mm-yyyy> <PIN> to 9223052305 for blocking your Card if it is lost/stolen/damaged. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. A Reference No will be generated in all the three options and conveyed immediately to you through the medium that was used to notify. For blocking lost/stolen/damaged card, (Click Here).
d. Unblocking lost/stolen/damaged cards
You can unblock your lost/stolen/damaged card within 24 hours of blocking or before notifying us for its replacement, which ever is earlier. You can unblock your card through this Web Site or IVRS Help Line or SMS UNBLOCK <reference no> <lost card number> <date of birth dd-mm-yyyy> <PIN> to 9223052305. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. For unblocking a lost/stolen card, (Click Here).
e. Replacement of lost/stolen/damaged cards
Subject to FAQ no. A.7 (Click Here) to go to A.7, you can replace your lost/stolen/damaged card after notifying for its blocking. You have to purchase a new card from any of IndianOil’s authorised marketing channels and intimate the replacement through this Web Site or IVRS Help Line or SMS LCARD <reference no> <new card no> <new card’s PIN> for a Lost Card and DCARD <reference no> <new card no> <new card’s PIN> for a Damaged Card to 9223052305. You have to quote the Reference no as explained at B.1. ©. (Click Here) to go to B.1. The balance points and personal details of your Card would be transferred to the new Card. For notifying the replacement, (Click Here).
f. Replacement of existing PIN
For changing existing PIN, you can apply through this Web Site or IVRS Help line or SMS RPIN <card number> <date of birth dd-mm-yyyy> <present PIN> to 9223052305. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. The new PIN will be conveyed to your registered e-mail id if your application has come through this Web Site. If you have conveyed through the IVRS Help Line, then the new PIN will be conveyed during the course of the call. If the request is conveyed thru SMS, the new PIN will be conveyed to the cell no from which the request was made. Presently, no fee is charged for this. For replacement of existing PIN, (Click Here).
g. Retrieval of forgotten PIN
You can apply for retrieval of a forgotten PIN by applying through this Web Site or IVRS Help line or SMS FPIN <card number> <date of birth dd-mm-yyyy> to 9223052305. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. If you apply through this Web Site, the new PIN is sent to your registered e-mail id. Presently, no fee is charged for retrieval of forgotten PIN through this Web Site. (Click Here) for retrieval of forgotten PIN.
2. Do I need to sign or use the PIN for earning XRPs?
No. There is no need to sign or use the PIN for earning XRPs.
C. Participating Establishments
1. What is meant by Participating Establishments?
Participating Establishments are select IndianOil Retail outlets and affiliates, Member Establishments/Franchisees of alliance partners where the XTRAREWARDSTM card is accepted and XRPs given against purchase of goods and services, as specified in the Terms and Conditions. For list of Participating Establishments, (Click Here)
1.Do I need to produce the XTRAREWARDSTM card for getting XRPs?
Yes, the XTRAREWARDSTM card has to be produced at the Participating Establishment for earning XRPs.
2. Are there any floor limits on earning points as well?
Yes, there are floor limits on earning points at participating IndianOil Retail outlets for security reasons. Any earnings in excess of these limits need security authorisation.
3. Can XRPs be refused?
Yes, if the Member has misused or abused the membership conditions, XRPs can be refused. His membership can be terminated/hot listed. The points earned by such a member will also become null and void.
4. How do I keep track of the number of points earned?
Points can be tracked through this Website (Click Here) for Customer Balance, IVRS or from the POS Terminal at the participating IndianOil Retail Outlet. You can also SMS a query XRP <Card No> to 9223052305.
E. Redemption
1. Do I need the XTRAREWARDSTM card for redemption?
Yes, the card is required for registering for gift redemption at IndianOil Retail outlets and while redeeming instantly against fuel and lubes.
2. How do I redeem on fuels/Servo Lubes?
You have to visit the participating IndianOil Retail Outlet, produce your membership card and seek redemption. You have to operate the PIN on the Card Reader Terminal at the Retail Outlet to authorise the redemption. Fuel/Servo Lubes, as chosen by you, equivalent to the XTRAREWARDSTM points being redeemed, will be given to you instantly.
3.How do I redeem on Rewards Catalogue items (gift items)?
You can register your redemption request for any of the Rewards Catalogue items through any of the following options.
a. At the nearest participating IndianOil retail outlet.
b. Through this web site, (Click Here) for gift redemption.
c. By registering through the IVRS phone number provided.
4. Where can I collect the chosen gift?
The gift will be delivered at your registered address.
5. Do I have to pay any charges on any of the redeemed items?
Extra handling, courier charges, all taxes and local levies, if any, will have to be borne by you in case the weight of the product exceeds 200 gms. Any tax, surcharge, duty, levy etc. on travel Rewards will also have to be borne by you.
6. Can I get a Travel Reward on dates and flights preferred by me?
All Travel Rewards are subject to availability and certain embargo dates and/or flights as decided by the Airlines from time to time. Redemptions on air tickets would not be available for such periods and flights.
7. Are there any floor limits for redemptions?
Yes, Redemptions are approved only within certain prescribed floor limits as fixed by IndianOil from time to time.
8. Can any redemption request be refused or withheld?
Yes, IndianOil, at its discretion, reserves the right to verify and check the genuineness of a Member and their transactions before approving the release of the selected Redemption item. Approval conveyed for any redemption is conditional and IndianOil reserves the right to subsequently refuse the redemption in case of detection of any fraud or unfair means having been resorted to by the Member towards accumulation of XRPs or the genuineness of the Member or their transactions not being established to IndianOil’s satisfaction. Redemption can also be refused under circumstances mentioned at A.7. (Click Here) to go to A.7.
9. Why are floor limits and verification of customer/transactions kept on redemptions?
This is actually a security feature to protect the interests of genuine members and reduce the risks of possible fraud.
10. What reference do I have while redeeming on catalogue (gift) items?
Registering redemptions as given at E.3 (Click Here) to go to E.3 would generate reference numbers, which could be used by you for obtaining the status. to know your Redemption Status.
11. How long does it take to receive redemption on catalogue items?
We make all efforts to deliver within 6 weeks under normal circumstances.
12. Should I collect a minimum number of XRPs for redeeming?
Not quite. You can redeem as per the XRP requirement mentioned against each of the item in the Rewards Catalogue. (Click Here) for Rewards Catalogue. However, in the case of fuels, you cannot redeem for less than 334 points.
13. How can I know the points required for redeeming a product as per the latest Rewards Catalogue?
You can get the same from this web site. (Click Here) for Rewards Catalogue.
You can also get to know the points required for redeeming a product through the published latest Rewards Catalogue and the IVRS Help Line.
1. Can my profile and address be updated?
Whenever your profile and address change, the same has to be conveyed to us immediately through the Profile Updation Form. (Click Here) for Profile Updation Form. The manual Form can also be filled up (check your Welcome Kit for the same) and mailed to MSC. You can also call the Call Centre, update telephonically and authorise the updation through your CPIN. Corporate Members can also use this Form (electronic or manual) for updating any change in their authorised representative.
2. What will happen if I do not update my profile and address in time?
You will not be eligible for any of the benefits as mentioned at A.7.(Click Here) to go to A.7.
1. Tell me something about the web site www.xtrarewards.com
All members/visitors can register themselves with the web site and obtain a Login Id and Password. A visitor can also register for membership thru the site shortly. Members can also get to know their account details for the past one year (Click Here) for Application form, give feedbacks (Click Here) for Feedbacks, subscribe to Updates (Click Here) to Subscribe, request for replacement of existing PIN (Click Here) for Replacement of existing PIN, request for replacement of forgotten PIN (Click Here)for Replacement of forgotten PIN, block lost/stolen/damaged card (Click Here) for Blocking lost/stolen/damaged card, unblock lost/stolen/damaged card (Click Here) for Unblocking lost/stolen/damaged card, replacement of lost/stolen/damaged card (Click Here) for Replacement of lost/stolen/damaged card etc. They will also get the benefit of various on-line sales promotions and offers from time to time (for Sales Promos). The site also provides information on the Program (Click Here) for About XTRAREWARDSTM, location of Participating Establishments (Click Here) for list of Participating Establishments and more.
2. Is there a Helpline facility?
An IVRS-based Helpline facility is available on which you can get information on points collected. It can also be used for making redemption requests, lost/damaged card notifications, requests for fresh PIN replacements and more. (Click Here) for contact details.
3. Can I talk to a Customer Service Executive?
In case you wish to talk to a Customer Service Executive, the IVRS provides the telephone number for the same. The Customer Service Executive will be available between 8 a.m. to 10 p.m. on all working days. (Click Here) for contact details.