MY ACCOUNT LOGIN AND ALERTS

Q. Do I have to register to shop at incsonline.in?

A. Yes, you have to register your mobile number at the register kept at the INCS counters and get the canteen smart card details verified. This is a cyber security requirement.

Q. How do I register and open my account?

A. Register your mobile number at the register kept at the INCS counters. Go to the link https://incsonline.in/ select the region and click on CSD. Pick-up pop-up will appear. Enter your registered mobile number (same as entered by you in Register Book at INCS counters). Enter the OTP received on your registered mobile number. After verification of your mobile number, you can log in to your account.

Q. What are the benefits of creating an account on incsonline.in?

A. Creating an account on incsonline.in is beneficial in many ways. You will have access to Your Orders - Quickly and easily manage your orders such as View Details, Cancel and Return/Replace, etc.

Recommendations For You - Based on your past searches, we recommend products especially suited for you. You will also be eligible to receive ongoing discounts and offers. You can compare the prices of products from the comfort of your home and can make an informed decision. It may be financially more economical to order online than to travel to the INCS outlet. It could also result in saving time.

Q. Are there any registration charges for creating an account on incsonline.in?

A. No, there are no registration charges applicable for creating an account with us. It is absolutely free of cost.

Q. What should I do if I have trouble logging in?

A. If you have trouble logging in, please check your login with the registered mobile numbers entered in the registers at the INCS counter. Please note that sometimes the problem might be caused due to system maintenance. In such a case, please wait for 30 minutes and try again. If the problem persists, please send a complaint to Navmart Email ids are as mentioned below.

• INCS GOA : incsgoa@incsonline.in
• INCS MUMBAI : incsmumbai@incsonline.in
• INCS KOCHI : incskochi@incsonline.in
• INCS KARWAR : incskarwar@incsonline.in
• INCS DELHI : incsdelhi@incsonline.in
• INCS VIZAG : incsvizag@incsonline.in

Q. Should I be concerned about the privacy of the personal details I have shared with incsonline.in?

A. Do not worry! We are absolutely committed to safeguarding your personal information. The personal information collected is done to enable us to protect the security of the data. The site has undergone a security audit by the relevant Cyber security authorities.

Q. What should I do if I forget my password or my password does not work?

A. There are no password-related queries for logging in. It is your registered mobile number and OTP-based login from that number.

Q. Would my incsonline.in the account be deleted if I do not shop for 6 months?

A. No. Your incsonline account does not have an expiration date. You can shop on our site anytime and discover exciting offers.

ABOUT US

Q. Who can shop from this online website?

A. Personnel in possession of a valid canteen smart card can avail of the facilities.INCS provides an online facility for daily-use products to Defence personnel, and their families, including ex-servicemen and civilians paid from Defence Estimates.

Q. Can Defence Civilians and Retired Defence civilians buy from this website?

A. Yes, both serving and retired Defence civilians can purchase from this website. Civilians are authorized to buy only grocery items. As per their authorization.

Q. What are the categories of products available on incsonline website?

A. Categories of products available on incsonline website are Food and Snacks, Electronics, Beauty and Hygiene Products, Kitchen and Household Products, Fashion, Watches and Stationery, Luggage and Bags, Liquor, Automobile spares. You can use keywords to search for your product.

Q. What is the difference between CSD and INCS Products?

A. CSD products are procured by CSD in bulk and sold at concessional rates to URCs with a 50% rebate on GST. INCS Products are those items that are available in civil markets and procured from local distributors / manufacturers at a discounted rate by INCS. They do not enjoy any GST rebates.

Q. What document is required to buy INCS products?

A. Register yourself at INCS regions with your canteen smart card details. No separate documents are required to buy INCS products from incsonline website. Verification of card etc would be done at the time of registration.

Q. Is there any financial limits for INCS Items and CSD items?

A. There are no financial limits for INCS items but care to be taken not to order products more than your monthly requirement. Home delivery option is available for only INCS items. CSD items have limits set by DDG CS as per their policy.

Q. Do the INCS items contribute towards your CSD Item limits?

A. No CSD item limits are based on the criteria imposed by DDG CS as per their policy. There are no limits for any INCS items other than local conditions such as shortages, wherein limits may be imposed temporarily.

Q. Do customers need a smart card for shopping on the online website?

A. No. Once you are registered for E-Commerce, there is no need for the Canteen Smart Card for the home delivery option. A canteen Smart Card is needed at INCS for the identification of personnel holding the smart cards. For the Pickup option customer should carry their smart cards at Navmart for billing and for identification of customers.

Q. What is the difference between other shopping malls and INCS?

A. The shopping malls follow the principle of maximizing their profits. INCS is primarily a service provider for its beneficiaries. While the shopping malls follow dynamic pricing based on market conditions INCS follows a fixed minimum price model. Hence, we request you to do your homework by checking the prices in shopping malls or on other e-portal and satisfy yourself with the pricing. You may be assured that INCS will not sell any defective/used items nearing their expiry without informing you.

Order Tracking

Q. Will I be informed once my order is processed?

A. No, you won’t be informed. You will receive an order ticket after placing the order which will have details such as invoice no, pickup date, and pick up time you have to collect your order in the provided time slot at your respective INCS Regions.

Q. How do I check the status of my order?

A. Status of the order will be only available for delivery billing mode. You can check the status of your order in my accounts->my orders.

Q. What is the difference between pickup and delivery?

A. Pickup mode is essential to buy CSD products. Through Pickup mode, you can purchase both CSD and INCS items. For pick-up mode the items are to be purchased from the website and picked up at the respective INCS Regions CSD pickup counters by showing your order ticket and grocery\liquor smart cards. Delivery is only applicable to INCS items. For the items purchased through delivery mode, delivery charges are applicable for the same.

Q. Do I have to pay any delivery charges?

A. Yes, delivery charges are applicable based on the INCS outlet where the order is placed. These are based on either distance from the store or a fixed slab.

Q. Which courier company will deliver my order? Is it possible to choose my preferred delivery partner?

A. No. Only a delivery partner is currently available in each Region.

Q. Can we Change the delivery address?

A. Yes, you can add any one particular address and delete or change same whenever needed. However, a change in address after placing an order is not acceptable at the moment.

Q. Can I modify my order after I’ve placed it?

A. Order cannot be modified after placing an order.

Q. I received a package, but it wasn’t my order.

A. We’re so sorry for the mix-up with your order! Please email our team with your order number and pictures of the following: the order number on the outside of your box. Please note that all order issues must be reported within 24 hours of delivery. We’ll get YOUR order sent out ASAP!

Q. I received a broken item(s) in my order.

A. We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our team within 24 hours of delivery so that we may help you further. Please be sure to provide photos of your broken products of the affected items so we can best assist you!

Cancellation and Replacement

Q. How do I place a cancellation request on Incsonline.com?

A. If you wish to cancel your order, please follow these steps:

• Create a cancellation request online.
• Click on My accounts->My Orders->Track Order details of transaction ID and Order Accepted date will be displayed.
• Click on Cancel Order to cancel the order.
• Once the cancellation request is created, we will ensure that the cancellation is processed as soon as possible.
• Cancellation requests can be raised at any time before the shipping of the order.
• Once the order is canceled, we will refund any prepaid amount as per our Return Policy.
• However, if the orders have been handed over to the delivery partner/ shipped, we would be unable to cancel the order.

Q. Why was my order cancelled by Incsonline?

A. We regret the inconvenience caused due to the order cancellation. Your order may have been canceled due to any of the following reasons:

• If the product is out of stock or is discontinued, inaccuracies or errors in pricing information.
• We will inform you about the cancellation of your order and share details if partial order is canceled or whole.
• We will contact you if any additional information is required to accept your order.

Q. I bought a product but it does not fit my size, can I get it replaced?

A. No, there is no replacement for sizes.

Q. Is there any product not eligible for replacement/return?

A. All items such as textiles, undergarments, etc which have been used even once, no request for return/exchange is feasible due to hygiene issues. Hence no exchange/ refund for undergarments etc would be entertained.

Q. What if I choose to have my order replaced and the product is sold out?

A. Replacement can be initiated only if the product is in stock. Unfortunately, if the product is out of stock, then a refund is initiated after your confirmation.

Return and Refund

Q. What is the time period of incsonline Return Policy?

A. Mostly within the next three-four days, it would be exchanged by INCS immediately.

Q. How do I place a return request on Incsonline?

• (a) Customers are requested to send an email to the INCS Regional Office giving details of complaints about the product along with photographs or personally submit a written application indicating the reasons for the complaint to the concerned INCS Regional Office or Retail store from where it was purchased.
• (b) Post receipt of application INCS will examine the complaint and on the merit of the case, take up the issue with the concerned manufacturer for repair/return/replacement of the item, keeping the customer informed. The customer may be requested to bring it back to the retail store/designated place at his/her own cost. If the item is bulky repairing / replacing in-situ would be the preferred mode, subject to terms and conditions of the OEM.
• (c) The customer would be informed within three working days about the outcome of the complaint forwarded/received by INCS.
• (d) The issue would be taken up by INCS through email keeping the customer informed. Additionally, the Retail Manager would speak to the company representative and forward the complaint on an established communication channel between the INCS and the OEM/dealer, requesting an early settlement of the case.
• (e) Towards capturing complete details, a suggested format for the application for return/refund is placed in Appendix A, and customers are encouraged to make use of the format.

Q. If I am not satisfied with the quality of the product, can I return it?

A. No, the grocery products cannot be returned but you can give your suggestion regarding the quality of the products.

Q. Do I have to return the free gift received along with the product while returning the product?

A. If the product bought on incsonline.in comes with a free gift, you will have to return it along with the product you have raised a return request for.

Payments

Q. What are the modes of payment for purchasing on Incsonline.com?

A. For Delivery Mode there is an online payment option of Debit/Credit Card, Internet Banking, and UPI payment mode. For Pickup mode there is an option for Pay online, Pay on Pickup, and Book a locker.

Q. What information does Incsonline store when I save my card?

A. We do not store any customer’s card number, the cardholder’s name, the card expiry date, etc. We do not store the CVV number or the 3D secure password. You need to enter your CVV number for every transaction, thereby keeping control with you.

Q. My transaction failed but the money was deducted from my account. What should I do?

A. We regret the inconvenience caused. If your money has not reached us, it will surely be refunded back to your accounts otherwise feel free to contact us. There is a link under the merchant payment website where you can check Transaction Tracking details by entering Merchant Ref No, Transaction Date, and Payment Mode.