FAQ: Soundbox Free Trial

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  1. What is TNG eWallet Soundbox Lite & how can I activate my TNG eWallet Soundbox Lite?
    TNG eWallet Soundbox Lite is our new audio-assisted smart device that alerts you with instant notification when you receive payment. The device needs to be connected online through Mobile (SIM) or your own Wi-Fi network.
    Once a customer scans and pay via your TNG eWallet QR code or DuitNow QR code, the TNG eWallet Soundbox Lite will announce and display the amount on the LED display. Kindly note that TNG eWallet Soundbox Lite is not eligible for P2P Seller.
    To activate your TNG eWallet Soundbox Lite, you will need to complete a simple activation process by following the provided guides.
  2. How does the free trial work?
    You can sign up for a Soundbox free trial for 90 days through the Merchant Dashboard. During this period, you’ll enjoy all the features with zero charges.
  3. Do I need to pay anything during the trial?
    No payment is required during the trial period.
  4. Are there any other fees I need to pay?
    Yes, merchants are responsible for the shipping fee, which may vary depending on your location of delivery.
  5. What happens after the trial ends?
    Starting day 91, you will be automatically enrolled in the Soundbox Daily Plan, which includes: Daily Operational Contribution for the next 219 days, and Operational Contribution Renewal starting from day 220 onwards. All fees will be automatically debited from your registered TNG eWallet account. Full FAQ, you may refer here.
  6. Will I be charged if I forget to return it?
    Yes, if the Soundbox is not returned within the 90 days trial period, you will be deemed as automatically enrolled in the Soundbox Daily Plan.
  7. Can I extend my free trial?
    The trial is valid for 90 days only and cannot be extended.
  8. Who is eligible for a free trial?
    The campaign is applicable only to TNG eWallet Merchants who have successfully received campaign communications via email marketing, push notification, banner, floating banner, or WhatsApp from the TNG Digital Merchant Hub during the campaign period.
  9. How will I know if my return request is approved/rejected?
    Within 5 working days from your submission date, you will receive a notification via WhatsApp from our official account (TNG DIGITAL MERCHANT HUB) and an email from TNGD (supplychain@tngdigital.com.my) regarding your request status and/or the return label Airway Bill.
  10. Do I need to take care of the device during the trial?
    Yes.
  11. Who should I contact if I face issues during the trial?
    If you have any issues, here’s what you can do:
    a. Contact our partner’s helpdesk for assistance at +03 3099 6666 (Operation hours: 9am – 6pm, Monday to Friday)
    b. Email: support@infinitepay.com.my
    c. WhatsApp: 03-3099 6666 (Text only)
  12. What is included in the packaging?

    a. 1x TNG eWallet Soundbox Lite (Wi-Fi and SIM card slot)
    b. 1x 2-sided QR standee
    c. 1x USB Type-C cable
    d. 1x User guide
  13. Who is eligible to return items from the free trial
    Only free trial customers are eligible for returns of the Items. You may be required to pack the items in the Google Form that is listed in the return list before initiating a return.
  14. How long do I have to initiate a return?
    Merchants may stop the trial and initiate a return within 90 days from the start of the trial date. If returns didn’t initiate after 90 days, TNGD will be deemed as auto enrolled to Soundbox Daily Plan. For further reference, you may refer to this T&C. 
  15. How should I package the item for return?
    Step 1: Pack all items, including the Soundbox device, charging cable, QR standee, and user manual, in the original box.
    Step 2: Place the box into the provided parcel bag. (If you no longer have the provided parcel bag, you may use another parcel bag as long as it is fully sealed.)
    Step 3: Print out and affix the return label (emailed by TNGD) onto the package.
    The Soundbox must be returned in good working condition. Damages or missing parts may incur charges of RM100
  16. How many units can I request under the free trial campaign?
    The free trial is limited to only one (1) unit per merchant.
  17. If a merchant has already requested a trial for HQ, can they request trials for each of their outlets as well?
    No. The trial request is limited to 1 unit per merchant (MID).
  18. If the owner has multiple MIDs under them, can they request a trial for each MID?
    Yes. Trial requests are based on each individual MID. Please note that each Soundbox is already linked to the requested MID and cannot be transferred to another MID.
  19. Is TNGD responsible for any damages or losses during the trial?
    TNGD shall not be liable for any incidental, special, consequential, or other losses or damages caused by any merchant(s).
  20. Is there a warranty included with the Soundbox during the trial period?
    The warranty covers only specific manufacturer defects and technical problems related to:
    • Speaker
    • Battery
    • LCD display screen
    • Sim Slot
    • Cable and charging port
    • Device is unable to turn on
    • Fire, flood, and theft (police report required)

    But it does not cover damage caused by:
    • Moisture or liquid penetration
    •Physical damage — i.e., damage to the device as a result of a fall, impact, etc
    • Unauthorised intervention — including repairs performed during the warranty period by an unauthorised person

    a) In case you need to claim the warranty, please get in touch with our partner’s helpdesk for assistance. You need to attach a photo or a video and explain the issue. If your device meets the requirements for a warranty claim, collection for the Soundbox will be scheduled, and a courier company will be assigned to pick up the item from you and ship you a replacement unit within 14 working days.

    b) If your device is damaged during the trial period under circumstances not covered by the warranty, a charge of RM 100 will apply.
    Contact number: 03-3099 6666
    Operation hours: 9am to 6pm, Mondays to Fridays
    Email: support@infinitepay.com.my
    WhatsApp: 03-3099 6666 (Text only)

  21. What items need to be included in the return?
    All items listed in the return checklist must be included when sending back the Soundbox. Please do refer to the checklist given with the Soundbox.
  22. How do I return my Soundbox?
    If you’re not completely satisfied within 90 days of the trial period, you may scan the QR code provided and fill in the Google Form. TNGD will arrange for a Ninja Van courier to pick up your items.
  23. How do I get the Return Label Airway Bill?
    Once you submit the Google Form, TNGD will send you an email from supplychain@tngdigital.com.my containing the Airway Bill within 5 days. Please attach the Airway Bill to the shipping bag before handing it over to the Ninja Van driver.
  24. What is a Return Label Airway Bill (AWB)?
    A Return Label Airway Bill (AWB) is a pre-printed shipping label provided for returning a package. It contains all the necessary courier information, such as the recipient address, tracking number, and shipment details, so the package can be returned to TNGD efficiently. You’ll need to stick the AWB on your package so the courier partner can return it to TNGD safely and track it along the way.
  25. How do I know if I’m eligible to return?
    Once you submit the Google Form, TNGD will send you an email from supplychain@tngdigital.com.my to confirm your eligibility.
  26. What happens after I send back the item?
    Once the returned item reaches TNGD’s warehouse, it will be inspected. If it does not meet inspection standards, you may be charged up to RM100, which TNGD will deduct directly from your TNG eWallet.
  27. When do I officially own the Soundbox?
    TNGD retains ownership of the Soundbox until full payment is made after 219 days.
  28. How does the Soundbox return pickup work?
    Once your return order is ready, our courier partner Ninja Van will contact you and collect the parcel within 6 days from the date you received the confirming email from supplychain@tngdigital.com.my.
  29. What if I need to change the pickup time?
    If there are any changes, you must inform Ninja Van before they attempt the pickup. The Ninja Van delivery team will call you when they arrive.
  30. How many pickup attempts will NinjaVan make?
    Ninja Van will attempt pickup up to three (3) times.
  31. What happens if the courier cannot reach me?
    Ninja Van will try to pick up the item from you up to 3 attempts. After that, it will be considered a failed delivery attempt, and TNGD will deem that you auto enrolled to Soundbox Daily Plan.
  32. Will delivery courier (Ninja Van) contact me before delivery?
    Yes, Ninja Van will make reasonable efforts to contact you so you can be available to accept the item.
  33. Who is responsible if my Soundbox is lost or delayed during delivery?
    TNGD is not responsible for any loss or damage that occurs during delivery if the loss is caused by incorrect details provided by you at checkout. We also cannot be held liable for delays or non-delivery of the items.
  34. What do I do if my order arrives damaged?
    If your TNG eWallet Soundbox Pocket arrives damaged, here’s what you need to do:
    a.    Contact our partner’s helpdesk within 48 hours of receipt for assistance.
    Contact number:  03-3099 6666
    Operation hours:  9am to 6pm, Mondays to Fridays
    Email:  support@infinitepay.com.my
    WhatsApp: 03-3099 6666 (Text only)
    b.    Provide supporting documents such as the consignment note and images of the damaged device. 
    c.    Our partner will arrange for a courier service to collect the damaged device for verification. 
    d.    If your claim is approved, a replacement unit will be delivered to you within 14 days.
    e.    Reports made after 48 hours may incur charges for exchange or repair.
    Please note that claims submitted after 48 hours may incur additional fees. We are committed to providing a swift and hassle-free resolution to any damage that may occur during shipping.