Frequently Asked Questions

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.

I was not informed of the new Multiply Online changes?
We had placed a banner on our shop in September 2017 stating that the new shop is going to be launched in the near future.

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 – 7h00 to 19h00)

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.

What methods of payment do you support?
Master/Visa Credit Card
Master/Visa Cheque Card
Instant EFT

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

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.

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 out of stock?

This is a newly added feature that allows members to know that we did have stock of the item and we will strive to update stock levels as soon as possible.

If an item is out of stock 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 out of stock item as this is dependent on the supplier.

Can I return vouchers and gift cards?
No, we do not refund on any vouchers or gift cards purchased.

Can I use my Edcon gift to buy on the associated Edcon online stores?
Unfortunately not as Edcon rules apply.

I have bought two vouchers but only received one. What should I do?

Email: [email protected]
Tel: 0861 88 66 00 (Monday to Friday – 7am to 7pm)
(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)

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 Multiply Money savings wallet where you earn a competitive flat interest rate on them from the first cent.

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 both vouchers and products – on everything on the Multiply online shop!

What happens if I earn cashbacks but I don’t have Multiply Money?
We will keep your cashbacks until such time that we are able to get hold of you and get the right information from you to create your Multiply Money benefit.

Will I earn interest on the cashbacks that you keep for me until I get Multiply Money?
No, you will not earn interest on the cashbacks we keep for you. You will only earn interest on cashbacks that are in your Multiply Money savings wallet.

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 Multiply Money savings wallet.

Where can I see what I spent at each cashback partner and the cashbacks I earned?
You will be able to see the cashbacks you earned and spent on your monthly Multiply Money statement available when you log into multiply.co.za. You will also see a high-level transaction history on the Multiply Money app and on multiply.co.za.

What interest do I earn on my cashbacks?
Multiply Money savings wallet: You earn a flat interest rate from your first cent. This means that thregardless of the balance in your Multiply Money savings wallet you will earn the same interest rate. Your interest rate is linked to prime so when prime changes so does your interest rate.
Multiply Money payment wallet: You do not earn an interest on the cashbacks in your payment wallet so only transfer from your savings wallet to your payment wallet when you’re ready to spend.

How do I transfer my cashbacks between my Multiply Money savings wallet and my Multiply Money payment wallet?
You can transfer your cashbacks across wallets by logging in to the Multiply Money app and selecting Transact or by logging in to multiply.co.za and selecting Transfer Money.

How do I spend my cashbacks?
You can spend your cashbacks in four ways:
1. Make mobile payments at selected retailers by using the Multiply Money App;
2. Make payments anywhere in South Africa by using your Multiply Visa® Card. To do this you must order a Multiply Visa® Card or link your existing card to your Multiply Money payment wallet.
3. Pay directly from your Multiply Money payment wallet when you shop on the Multiply online shop.
4.Send your cashbacks to another Multiply member with a Multiply Money payment wallet.

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.

Weight

Fee

0-2kg

R75.00

Above 2kg up to 5kg

R90.00

Above 5kg

R150.00

Should a member purchase more than one product at the same time, the weight of both products will be added to provide one weighing. For clarity, should the first product be 2kg and the second product be 1kg, the combined weight for both products will be 3kg = R90.00. This rule will further apply when products are purchased from different brands.
The final weight of the product/s will be visible on the checkout page, prior to payment.
The weight of each product shall be found under the heading – Technical Specifications.
The weight of each product is provided to the Multiply Online Shop by the supplier. Multiply shall not be liable for incorrect weight determinations.
PLEASE NOTE: Delivery Fees are only charged on physical items.

What are the delivery times for:
Physical orders : 7 Working days.
Edcon : 3 Working days (excluding weekends and public holidays)
Takealot : 24 Working hours (excluding weekends and public holidays)
ProShop/Cycle Lab: Instantly
TWT : Instantly
Health Spa : Instantly
Magazines : 6-8 weeks from date of order for the first delivery. Normal subscription timeframes will apply thereafter.
Celestial Gifts : 3 Working days (excluding weekends and public holidays)
Macaroon : 3 Working days (excluding weekends and public holidays)
*if delivery is placed on a day which falls on the weekend or a public holiday, delivery will occur on the following official business/working day.

What is the method of delivery for:
Physical orders: 7 working days via an elected courier
Edcon: 3 Working days (excluding weekends and public holidays) via sms to the nominated cellphone number specified in the order.
Takealot: 24 Working hours (excluding weekends and public holidays) to the nominated email address specified in the order.
ProShop/Cycle Lab: Instantly to the nominated email & sms to the email address and cellphone number specified in the order.
Health Spa: Instanly to the nominated email & sms to the email address and cellphone number specified in the order.
TWT: Instantly to the nominated email & sms to the email address and cellphone number specified in the order.
Magazines: 6-8 weeks from date of order to the nominated address specified in the order(no Postal or PO Box address).
Celestial Gifts: 3 Working days (excluding weekends and public holidays)
Macaroon: 3 Working days (excluding weekends and public holidays)
*if delivery is to placed on a day which falls on the weekend or a public holiday, delivery will occur on the following official business/working day.

Can I fast track my order?
Our aim is to provide our members with one great delivery experience but unfortunately we cannot fast track any order as all orders follow a specified process. This is also applies to vouchers.

What do I do if my order is not delivered within the specified time?

E-mail: [email protected]
Tel: 0861 88 66 00 (Monday to Friday – 7am to 7pm)


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.