Who is Sodexo and what it does?

Headquartered in France, Sodexo is India’s leading prepaid instrument company authorised by the Reserve Bank of India (RBI). Market leader by far, we design, manage and deliver a range of motivation solutions, from Employee Benefits (Meal Pass Card, Resto Pass Card) to Incentive and Recognition (Premium Pass - Celebrations/ Rewards) programmes intended to encourage and reward performance.

What is a Meal Pass Card?

The Sodexo Meal Pass Card is a rupee-denominated reloadable magnetic stripe PIN-based prepaid card. lt is a closed user group card that is accepted at Sodexo merchant outlets for food and non-alcoholic beverages. The Meal Pass Card is a prepaid instrument authorised by the RBI and issued by the Sodexo client organisation.

Who is a Merchant and how do I become a Sodexo Merchant?

Any establishment that enters into a contractual agreement with Sodexo for accepting the Meal Pass Card as per the pre-defined terms and conditions is a Sodexo Merchant. You may call our toll-free numbers 1800 267 3030 / 1800 103 3030 (8.30 am - 9.30 pm, 7 days a week) or mail in your details at ask.in@sodexo.com and our representative shall get in touch with you within 3 working days to explain the procedure and guide you to become a Sodexo aliate.

How does the Sodexo system work?

Step 1: An employer places an order for Meal Pass Cards and makes the payment to Sodexo.
Step 2: The employer provides these Cards to its employees as a part of their compensation structure or to employees/associates as a part of their Incentives and Recognition Programme / Meal Benefits Programme.
Step 3: Employees/associates use these cards at Sodexo-aliated outlets for the purchase of food and non-alcoholic beverages
Step 4: Upon receipt of proofs for transactions, the payment for the same will be credited to the registered bank account based on payment terms defined in the contract. Card invoice is emailed at registered merchant Email ID.

On becoming a Sodexo Merchant, do I receive training?

Yes, on becoming a Sodexo merchant, you are trained on how to recognize a valid Sodexo Card, how to use the POS terminal as well as various do’s and don’ts much needed for the acceptance of these cards. As a part of the merchant programme, you will also receive a ‘Welcome kit’ (Welcome letter, merchant handbook, Sodexo visibility tools, business cards of the Sodexo Aliation Managers) to help you understand and execute your role flawlessly.

What are the reimbursement dates?

There are no reimbursement dates or a fixed reimbursement calendar but payment for the settled transactions will be credited to the registered bank account based on payment terms defined in the contract.

What if there is an issue with the payments or reimbursement? Is there a help desk to address our concerns?

The merchant can settle transactions anytime during the day or at the end of the day. Reimbursements for settled transactions will be processed by Sodexo and will be credited to the mandated bank account via NEFT as per the timeline specified at the time of contract (Settlement date + X days)

What if there is an issue with the payments or reimbursement? Is there a help desk to address our concerns?

Business cards of the Sodexo Aliation Managers are given to you in the welcome kit post signing the contract. However, in case of any other queries or concerns, you may contact the Sodexo customer service team for information or support pertaining to reimbursements, payments, invoices and statements, disputes, and any other transaction/terminal partner related queries as well as supply of marketing and branding collateral. Phone: 1800 267 3030 / 1800 103 3030 | E-mail: ask.in@sodexo.com

How does the customer identify the Sodexo affiliated outlets?

Sodexo provides you with branding material on signing the contract that you need to display at your outlets. We also list your outlet details on our website and our mobile application, to direct consumers to your stores.

How many affiliates does Sodexo have?

Sodexo has more than 1 lakh points of acceptance in over 1,500 cities nationwide.

What can a consumer buy with a Sodexo Meal Card?

Consumer can buy food items and non-alcoholic beverages with the Sodexo Meal Card.

Can a current Voucher Merchant Partner accept Sodexo card from consumer with available Swipe machine/EDC terminal at the outlet?

Current voucher merchant should enter into a contract with Sodexo to accept Meal Pass Card. Available POS terminals at the store cannot accept Sodexo terminals without contracting. To partner with Sodexo to accept Meal Pass Card, connect with your relationship manager or call the contact centre to connect to a relationship manager.

How can merchants update their information?

To update your information, merchants need to share the amendment form with updated details and Email the form to their relationship manager or Email Sodexo at ask.in@sodexo.com

Can I initiate a refund for items once I have billed and received payment from the consumer?

Refunds can be made post billing in case the transaction has not been settled. But post settlement, refund cannot be processed.

Consumer has le/forgotten their card on the merchant premise. What is to be done?

If a cardholder leaves a card at your premise which is not claimed within a reasonable period (a week) cut it in half horizontally through the card number and hand it in at your nearest Sodexo branch. If the card is claimed within a week, do not return the card unless you have established the cardholders identity. If unsure do not return the card and dispose as suggested. Please ensure the card is kept safely at your premise to avoid misuse.

POS machine is showing an error/machine is unable to read the card. What do I do?

For a Sodexo POS machine, merchant needs to log a complaint with the concerned POS vendor. Please refer merchant manual for the same.

Can I get physical invoices for all my claims?

As a digital initiative we do not provide physical invoices for our card transactions. However we can mail the same on your authorised mail as updated in the merchant amendment form. To receive physical copy of your invoice, Sodexo shall levy D50/- page of the invoice. Please share your updated amendment form to receive your invoice. You may print your invoices in case you need a physical copy.

What all information can I get at the new call centre?

Following are the list of items/information/activities that can be initated at the call centre:
a. Listing your outlet name on the online dictionary
b. Request for point of sale Sodexo stickers
c. Request for invoice
d. Request to switch to online payments
e. Obtain details of reimbursement and reimbursement calendar
f. Request for Service Tax Certificate/Form 16A for tax purpose

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