1. What is Sodexo?

A. 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, Resto Pass) to Incentive and Recognition (Premium Pass - Celebrations/ Rewards) programmes intended to encourage and reward performance.

2. What is a Meal Pass?

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

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

A. Any establishment that who has entered into a contractual agreement with Sodexo for accepting the Meal Pass 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 (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 Merchant.

4. How does the Sodexo system work?

A.

  • Step 1: An employer places an order for Meal Pass and makes the payment to Sodexo.
  • Step 2: The employer provides these Meal Pass 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: Employee refers to web directory or Zeta app (for employees) to locate Meal Merchant to use their Meal Pass.
  • Step 4: Employees/associates use these Meal Pass at Sodexo’s proprietary merchant outlets for the purchase of food and nonalcoholic beverages
  • Step 5: Upon receipt of proof for transactions, the payment for the same will be credited to the Merchant’s registered bank account based on payment terms defined in the contract form. Meal Pass invoice is also emailed at registered merchant Email ID.

5. How do I accept payments with Sodexo Meal Pass?

A. Sodexo enables innovative digital solutions at your store to support acceptance of Sodexo Meal Pass at your store. The solution include, EDC terminal, QR code, online (for Ecommerce merchants), call and pay (IVR).

6.a On becoming a Sodexo Merchant, do I receive training?

A. Yes, on becoming a Sodexo merchant, you are trained on how to recognize a valid Sodexo Meal Pass, how to use the POS terminal as well as various do’s and don’ts much needed for the acceptance of these Meal Passes. 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 Relationship Managers) to help you understand and execute your role efficiently.

6.b Do you provide training for new staff at my store?

A. Our partners supplying EDC terminal provide re-training for new staff on request. To register a request call on the helpline number of the partner available on the terminal sticker.

7. When do I receive my payments for transaction on Sodexo Meal Pass?

A. The payments would be made to the registered bank account based on the payment terms defined in the contract form

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

A. In case of any 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 related queries as well as supply of marketing and branding collateral. Phone: 1800 267 3030 / 1800 103 3030 | E-mail: ask.in@sodexo.com

9. How does the consumer identify the Sodexo proprietary merchant outlet?

A. 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.

10. How many merchants does Sodexo have?

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

11. What can a consumer buy with a Sodexo Meal Pass?

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

12. How can merchants update their information?

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

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

A. Refunds can be made before end of day i.e. before batch closure only.

14. Consumer has left/forgotten their Meal Pass on the merchant premise. What should I do?

A. If a cardholder leaves a Meal Pass at your premise which is not claimed within a reasonable period (a week) call Sodexo’s tollfree call centre number, 1800 303 3030 / 1800 267 3030. If the Meal Pass is claimed within a week, do not return the Meal Pass unless you have established the cardholder’s identity. If unsure do not return the Meal Pass and dispose by cutting it in half horizontally through the card. Please ensure the Meal Pass is kept safely at your premise to avoid misuse.

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

A. For a Sodexo POS machine, merchant needs to log a service request with the concerned POS vendor. Please call on the helpdesk number available on the terminal or alternatively you can connect on Sodexo’s tollfree helpline number 1800 267 3030/ 1800 303 3030.

16. Can I get physical invoices for all my claims?

A. As a digital initiative we encourage our merchants to download their invoices from our Merchant Portal, access for which is provided at the time of your onboarding. Apart from the portal, invoices are ,mailed to your registered Email ID. You may print your invoices in case you need a physical copy.

17. I am running out of paper rolls, how do I order rolls for Sodexo terminals?

A. You can place an order for paper rolls for Sodexo terminals by calling on our terminal partner helpdesk number available on the terminal sticker

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

A. Following are the list of items/information/activities that can be initiated at the call centre:

  • a. Listing your outlet name on the online dictionary
  • b. Request for point of sale Sodexo stickers
  • c. Request for soft copy of invoice
  • d. Request for Service Tax Certificate/Form 16A for tax purpose

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