FAQ (FOR MEMBERS) - CARiNG Pharmacy

Frequently Asked Questions (FAQ)

MEMBERSHIP ACCOUNT

  • What is a Caring loyalty membership?
    A lifestyle and loyalty rewards membership programme designed for members to collect and redeem rewards and enjoy various product discounts at any Caring Pharmacy store and on Caring eStore.

  • What are the charges or validity of a Caring membership?
    No membership fee or any charges imposed to register as a Caring member. It is a free lifetime membership and does not expire.

    Caring Pharmacy reserves the right to, at any time, vary or terminate or withdraw a Caring member’s account from use without prior notification to members and without being liable in any way to members. Caring Pharmacy may, at its sole discretion, remove any members from the Caring membership at any time.

  • Who is eligible to join as a Caring member?
    The membership is open to individuals who are 18 years of age and above. Residents and non-residents of Malaysia (who must carry a mobile telephone number from Malaysia +60, Singapore +65, Indonesia +62 and Brunei +673 without fail to receive and access eligible rewards and communications) may apply for a membership.
  • How can I join as a Caring member?
    You may register via:
  1. Caring mobile application: Download the Caring mobile app via Google Play (Android user), Apple App (iOS user) or Huawei AppGallery (Huawei user).
  2. Caring Pharmacy store: Register directly at the cashier at any Caring Pharmacy store.
  3. Caring eStore: Register online via https://estore.caring2u.com/.

All mobile numbers registered must be verified by providing the one-time password (OTP) sent via SMS to the registered mobile number to complete your account activation.

  • How can I register if I do not have a mobile number?
    A valid mobile number is required as a member ID and for account maintenance purposes. Every mobile number will be treated as a single ID and can be only registered ONCE.

     

    A member needs to take his/her own risk and responsibilities if he/she uses a third-party mobile number for member registration. Caring Pharmacy reserves the right to suspend the provision of services, terminate the membership or correct any errors, mistakes, omission or inaccuracies. 

  • What should I do if I lose my Caring member card?
    If you lose your physical member card, you may download the Caring Pharmacy mobile application for membership reactivation as the issuance of new physical member cards has been discontinued.
  • How do I update my member details?
    You may update your details via:
  1. Caring mobile application: Login to Caring mobile app > select the ‘Member’ icon at the bottom > select ‘Account Information’ > update desired details > select ‘Save Details’.
  2. Caring Pharmacy store: Visit any Caring Pharmacy store for assistance.

     

    Mobile number, email and date of birth can only be updated by seeking the assistance of personnel at any Caring Pharmacy store.
  • What is my Login PIN?
    Login PIN (personal identification number) is the PIN used to login to your membership account on Caring mobile application.

    An OTP (one-time password) verification code will be sent via SMS to the registered mobile number to complete your account activation. 

  1. Registration via Caring Pharmacy store: This OTP will become your Login PIN unless otherwise changed by you.
  2. Registration via Caring Pharmacy eStore or mobile application: You will be prompted to set your own PIN upon registration.
  • What is my Redemption PIN?
    Redemption PIN is the PIN required to redeem your Caring points, vouchers or coupons, where relevant. Your Redemption PIN and Login PIN will be the same upon registration unless otherwise changed by you.
  • What do I do if I forget my Login PIN for signing in?
    Login to the Caring mobile app > key in your registered mobile number > select ‘Proceed’ > select ‘Forgot PIN’ > a new PIN will be sent to your registered mobile number via SMS > key in the new PIN > select ‘Verify’ to complete the login process.
  • How do I change my Login PIN or Redemption PIN?
    Login to the Caring mobile app > select the ‘Member’ icon at the bottom > select ‘Change PIN’ > change your Login PIN or Redemption PIN > select ‘Confirm’.

MEMBER REWARDS

  • How do I check my Caring member tier status?
    You may check your Caring member tier status via:
    1. Caring mobile application: Login to Caring mobile app > select the ‘Member’ icon at the bottom > your member tier will be shown at the top.
    2. Caring Pharmacy store: Visit any Caring Pharmacy store for assistance.


      Caring Membership 3-tier programme commences from 1st October 2022 with all existing members beginning with a Silver tier membership.

      For more details on the privileges for each member tier, click here: https://caring2u.com/member-privilege/

  • How do I maintain or tier up from my current Caring member tier status?

Member Tiers

Silver

Gold

Platinum

Tier Qualifier
Shop within membership year

RM8,000

RM20,000

Membership year is 12 months from the tier level up date or membership registration date. All new members will begin with a Silver tier. Tier level up begins the following day once the tier qualifier is achieved. Tier level down begins after 1 membership year if tier qualifier is not met.

  • How do I get awarded with Caring points?
    Present your Caring membership before purchase to collect your eligible Caring points. Points can be collected at any Caring Pharmacy stores and Caring eStore. Your eligible points will vary depending on your member tier status.

Member Tiers

Silver

Gold

Platinum

Points Awarded

with every RM1 spent

1x

2x

3x

For example, for a RM100 purchase in a single receipt, the following points will be depending on the member’s tier status:

Silver Tier 

: 100 Caring Points

Gold Tier

: 200 Caring Points

Platinum Tier

: 300 Caring Points

  • How are multiple Caring points promotions awarded?
    For illustration, please refer to the example of a 10x Caring points promotion awarding below. For multiple Caring points promotions of any value, the same calculation shall be applied.

Member Tiers

Silver

Gold

Platinum

Base Points

1x

1x

1x

Extra Points Awarded

Based on member tier

1x

2x

10x Caring Points Promotion
Base points deducted

9x

9x

9x

Total Points Awarded

10x

11x

12x

  • Will I get awarded with Caring points if I redeemed vouchers or coupons in my purchase?
    Vouchers are discounts redeemable with no minimum spend while coupons are discounts redeemable with a minimum spend requirement.


    For voucher redemptions, Caring points will be awarded based on the total gross bill amount before deducting the vouchers as vouchers are considered as good as cash. Whereas for coupon redemptions, Caring points will be awarded on the total nett bill amount after deducting the coupons.

  • How long does it take for my Caring points to be credited?Caring points collected after every purchase will be automatically reflected within 24 hours in your member account.
  • How long are my Caring points valid for?
    All Caring points collected will be valid for 12 months from the date of points collection.

    You may check your points expiry on the Caring mobile application. Login to Caring mobile app > select the ‘Member’ icon at the bottom > select ‘My Point’ > you may view your current active points and expiring points for the current month and upcoming 3 months.

  • How do I check my current Caring points balance?
    You may login to your Caring mobile application to check under the ‘Member’ page or visit any Caring Pharmacy store for more inquiry.
  • What can I redeem my Caring points for?
    Every 150 Caring points can be redeemed for RM1 off your total bill at any Caring Pharmacy store. Points can be redeemed directly upon payment at the cashier.

     

  • Are redeemed Caring points returnable or refundable?
    No, all Caring points already redeemed are non-returnable and non-refundable.

     

  • Can I transfer my Caring points to another member?
    No, Caring points are not transferable.
  • What if I forget to present my Caring membership upon purchase?
    Caring membership must be presented to the cashier of the Caring Pharmacy store or participating merchant’s store BEFORE each purchase to record the amount spent and awarding of any eligible rewards. Caring membership PRESENTED AFTER THE TRANSACTION WILL NOT BE ACCEPTED FOR POINTS ACCUMULATION.
  • How do I enjoy birthday rewards?
    Provide your date of birth in your registered account in order to enjoy the following rewards during your whole birthday month:

    i. An extra 2x Caring points with every RM1 spent with any purchase storewide.

Member Tiers

Silver

Gold

Platinum

Points Awarded

with every RM1 spent

1x

2x

3x

Birthday Points
during whole birthday month

Extra 2x

Extra 2x

Extra 2x

Total Points Awarded

3x

4x

5x

For example, for a RM100 purchase in a single receipt during the member birthday month, the following points will be depending on the member’s tier status:

Silver Tier 

: 300 Caring Points

Gold Tier

: 400 Caring Points

Platinum Tier

: 500 Caring Points

ii. One (1) RM10 birthday coupon. Redeemable with a minimum purchase of RM50 in a single receipt.

NO birthday reward will be awarded if your date of birth is not provided and recorded in your registered account at least 7 days prior to your birthday month. Refer to #7 under the Membership Account section on how to update your account details.”

  • Will I be able to enjoy all member rewards instantly upon registration?
    Yes, you may start collecting Caring points and redeeming rewards immediately after activating your membership by verifying your registered mobile number.
  • Is it possible to terminate my Caring membership?
    Yes, you may request to terminate your Caring membership at any time. Simply raise this request to any Caring Pharmacy store.

    Accounts that have been terminated CANNOT be re-activated again.

TECHNICAL ISSUES

  • What should I do if I do not receive the OTP (one-time password) SMS during registration?
  1. You may click the resend OTP button if you are registering via the Caring mobile application.
  2. Visit or contact any Caring Pharmacy store for assistance.   
  • What to do if I encounter any technical issues on my Caring mobile application?
    Visit or contact any Caring Pharmacy store for assistance.

  • What should I do if my rewards are not being reflected or cannot be accessed?
    Visit or contact any Caring Pharmacy store for assistance.