FAQs

Product Overview

What is Ocard and how does it work?

Ocard is a digital rewards and CRM platform that helps businesses increase customer loyalty. It lets you reward customers with Ocoin for their spending and allows them to redeem those Ocoin across a network of partner brands.

How does Ocard help my business grow?

Ocard encourages repeat visits and higher spending through reward programs. It also collects valuable customer data — such as visit frequency and spending patterns — so you can run targeted marketing and measure campaign results in real time.

What is Ocoin?

Ocoin is the universal reward point within Ocard’s ecosystem. Customers earn Ocoin when they spend at participating merchants and can redeem it for discounts or items elsewhere in the network.

Is Ocard an e-wallet or a points system?

Ocard is a points system, not an e-wallet. We do not store money or hold deposits — we manage rewards value between merchants and customers through Ocoin points.

What makes Ocard different from other loyalty programs?

Unlike closed-loop programs, Ocard is open-looped, allowing customers to redeem points across many brands. This increases exposure and brings in new customers from partner brands within the Ocard ecosystem.

Merchant Onboarding

How can my business join Ocard?

You can sign up through our sales team or website form. Once we receive your details, our Merchant Alliance team will contact you to set up your account and program structure.

How long does onboarding take?

Typically 3–7 working days once all documents are verified. Setup and training follow immediately after.

Can I customize my loyalty program?

Yes. You can adjust redemption programs, coupons, member tiering, reward rules to fit your marketing objectives.

Will Ocard train my team?

Yes. Our team provides merchant training and simple guides to help cashiers and marketing staff operate the system smoothly.

How can I track my performance?

Log into your merchant dashboard to see real-time data on issuance, redemption, member growth, and campaign results.

Partnership

What partnership opportunities does Ocard offer?

We offer two main models:

1. Merchant Partnership — join the ecosystem to issue and accept Ocoin.
2. Alliance Partnership — collaborate on cross-brand campaigns, co-sponsorships, or special events.

How does cross-brand redemption work?

Customers earn Ocoin at one merchant and redeem them at another participating merchant. Ocard settles the redemption value to the merchant automatically.

What benefits do I get from joining Ocard’s network?

You gain access to a shared customer base, co-branding opportunities, cross-traffic from other brands, and data-driven marketing insights to grow your business.

Does Ocard provide Online Ordering services?

Yes. Ocard offers a fully integrated Online Ordering system that allows your customers to place orders directly through your Ocard storefront. This service includes menu setup, order management, reporting, and integration with delivery partners.

To support fast and reliable delivery, Ocard works with trusted logistics partners such as:

1. Lalamove – for on-demand delivery and multi-stop orders

Delivery fees are calculated based on partner rates and charged accordingly. Merchants can also choose to absorb, split, or pass delivery fees to customers based on their business preferences.

Ocard’s Online Ordering system operates seamlessly with your CRM, meaning customers continue to earn and redeem Ocoin even when ordering online.

Technical

How does Ocard connect to my POS system?

Ocard can integrate via API with supported POS systems. If integration isn’t available, you can use the stand-alone tablet (connect with Oboss) for transactions.

Can I use Ocard without integration?

Yes. Simply scan customer QR codes or let them scan yours — the transaction will sync instantly to our cloud server.

Is the system secure?

Yes. All data is encrypted and stored in compliance with Malaysia’s PDPA standards. We never store customer payment information.

Billing and Refund

How is the Ocard service fee charged?

Ocard charges two types of fees based on your merchant plan:

1. Subscription Fee – A fixed annual fee depending on your selected plan and store size. This covers access to the Ocard CRM platform, data analytics dashboard, marketing tools, and customer support services.
2. Transaction Service Fee – A small percentage fee applied to each issuance and redemption transaction. For example, if you issue 3% Ocoin on a purchase, Ocard may charge a 0.5% service fee on that transaction.

Exact rates may vary according to your merchant package. Your account manager will provide a detailed fee schedule upon onboarding.

How does the settlement process work?

Ocard processes settlements on a monthly billing cycle. At the end of each month, we calculate the total redemption value used at your outlets, deduct the applicable service fees, and issue an invoice to the merchant.

How are disputes handled?

Ocard acts as a neutral platform. If a dispute arises, our support team will review the transaction logs and assist both sides to resolve it fairly.

Am I eligible for a refund after cancelling my CRM subscription?

Refund eligibility depends on the type of plan you are on:

1. Subscription Plan (Monthly/Annual): Once payment has been made and system access activated, fees are generally non-refundable, as Ocard’s services (CRM dashboard, point system, data hosting, and support) are already provisioned.
2. Prepaid Issuance Balance: Any remaining unused issuance balance (Ocoin funds) may be eligible for refund after deducting transaction and service fees.

Who can I contact for support?

Email us at generalmy@ocard.co or call our Merchant Support hotline +60 11-4066 1228. Support is available Mon–Fri, 10 a.m.–5 p.m.