Frequently Asked Questions.


 
  1. Can I perform multiple purchases in one single transaction in Yes Online Store?
    Yes, you can. However, only one (1) plan is allowed per transaction. For example, you can select multiple devices in your transaction, but you can only include one (1) bundle/Internet plan at a time
  2. How would I know whether I have successfully purchased the item(s) from the Yes Online Store?
    You will receive an email notification from the Yes Online Store upon successful payment submission.

    You may be required to enter an OTP (One-Time PIN) by your credit card's issuing bank to complete your online order. The OTP will be delivered to you via SMS.
  3. Can I revise/change my order in the Yes Online Store after receiving purchase confirmation?
    No, revision/changes to your ordered item(s) after purchase confirmation are not allowed.
  4. Can I cancel my order in the Yes Online Store after receiving purchase confirmation?
    No, order cancellation is not allowed after a successful purchase from the Yes Online Store.
  1. What are the payment methods available in the Yes Online Store?
    We accept any VISA and MasterCard credit/debit cards issued by Malaysian banks.
     
    Note: Please contact your credit/debit card company for any payment-related enquiries.
  2. If my web browser crashes or if my Internet connection was interrupted at the payment processing page, how would I know if my purchase is successful?
    Check the email account that you provided in the 'Checkout' process within 15 minutes. You will receive an email notification with your purchase status (successful/unsuccessful). If you did not receive any email notification, your purchase will be deemed unsuccessful.
  3. What security measures does the Yes Online Store have to ensure that my credit/debit card information is safe?
    The Yes Online Store only accepts credit cards with 3D-Pin Secure activation. Therefore, please activate your 3D-Pin Secure function for your credit card if you intend to make any purchases in the Yes Online Store.
     
    Note: You are required to contact your bank if you intend to use your debit card to purchase any item(s) from the Yes Online Store.
  4. Why was my credit/debit card payment not processed?
    Your credit/debit card company may have declined authorisation for your purchase due to the following reasons:
    • Insufficient credit limit/fund in your account
    • You may have selected the incorrect card type or keyed in the wrong number or expiry date when placing the order
    • Incomplete submission of the OTP (One Time Pin) from 3D-Pin Secure for your credit/debit card
    • Failed authentication from invalid password/user ID for you debit card
    • Your credit/debit card company disallows online purchases
    You will be notified via email if such a situation arises. Please contact your credit/debit card company for any payment-related enquiries.
  5. Can I place an order using a non-Malaysian credit card?
    No, only locally issued credit/debit cards are allowed.
  6. What should I do if my credit/debit card charges differ from the total payable amount for my ordered item(s) in Yes Online Store?
    You should contact your credit/debit card company for any payment-related enquiries.
  7. I did not initiate the purchases in the Yes Online Store and I've been charged on my credit/debit card, what should I do?
    You should contact your credit/debit card company for any payment-related enquiries.
  1. When can I expect the delivery of my orders?
    Delivery will take up to 5 business days upon your successful order from the Yes Online Store.
     
    Note: A successful order includes successful payment. If you did not receive a payment confirmation email, please try again.
  2. How can I track my orders?
    You can track the status of your order by following these steps:
    • Log in to https://shop.yes.my/
    • Click on 'Track Order Status'
    • Key in the 'Order Number' or 'Consignment Note Number'
    or
     
    Contact YesCare via email (yescare@yes.my) or call (018 333 0000) and quote your Yes Online Store Order Number.
     
    YesCare operating hours: 8am-11pm daily (inclusive of weekends and Public Holidays)

    Note: The status of your order will be updated in the system within 1-2 business days upon successful purchase from Yes Online Store.
  3. What time will my item(s) be delivered?
    You will receive your item(s) on normal business days between 9am and 6pm (Monday – Friday), 9am-1pm (Saturday).
  4. Can I have my item(s) delivered to an address other than my home address?
    For your convenience, you may provide an alternate delivery address at the order checkout page (before payment submission) such as your office address as your order will be sent between 9am and 5pm on normal business days.
  5. Do I need to collect my item(s) personally? Or can I assign a third party to collect on my behalf?
    Third party collection for the Yes Online Store item(s) is not permitted.
     
    For verification purposes, please produce your original NRIC or your passport at the point of collection. We regret to inform you that the item(s) will not be released should your personal particulars differ from those provided during the registration/purchase process. The delivery personnel will release the delivery package to you only after verifying your identity.
  6. Can I change/update my delivery address?
    No, you are not allowed to change/update your delivery address after your order has been confirmed. Therefore, please ensure that your delivery address information is accurate.
     
    Note: Please ensure you are available at the delivery address for the delivery of your item(s).
  7. What if I am not present on the scheduled delivery date?
    In the event that you are not present at the delivery address when your items arrive, you will receive a notification from the delivery personnel. You are required to contact the delivery agent (whose information will be listed in the notification) to arrange for the 2nd delivery or to collect your order at the nearest courier company branch (or such other branch as may be informed to you) within the next five (5) days.
  8. What will happen to my item(s) if I am not able to collect them within 5 days?
    Your item(s) will be returned back to Yes warehouse for storage. Please contact YesCare via e-mail (yescare@yes.my) or call (018 333 0000) to re-arrange for new delivery date.
     
    YesCare Operating Hours: 8am-11pm daily (inclusive of weekends and Public Holidays)
    Note: An additional delivery charges will apply.
  9. How much would I be charged for the shipment of my order?
    There will be no shipping charges for purchases above RM 100. For purchases below RM 100, a flat fee of RM 10 applies.
  10. What happens if my delivery goes missing, is damaged or contains the wrong item(s)?
    If you experience any problem with your delivery, please contact YesCare via email (yescare@yes.my) or call (018 333 0000).
     
    YesCare Operating Hours: 8am-11pm daily (inclusive of weekends and Public Holidays)
  11. Can you ship my ordered item(s) outside of Malaysia?
    No, your delivery address must be within Malaysia.
  12. What is your return policy?
    We do not accept returns for any purchases from the Yes Online Store. You are required to verify your order upon receiving your item(s) from the delivery personnel.
  13. If I am not satisfied with my ordered item(s), can I apply for a refund?
    No refunds are allowed for any purchases from the Yes Online Store.
  14. I have received the wrong item(s) for my order. How do I request for a replacement?
    No return is allowed for any Yes Online Store purchases. You are required to verify your order upon receiving your items from the delivery personnel.
  1. I’ve purchased a device bundle from Yes Online store which comes with a SIM card, do I need to activate the SIM Card?
    Yes, you have to activate the SIM card in order to use it.

    To activate the SIM Card:
    a) Go to https://activate.yes.my/selfactivation
    b) Select "Online Store Customer"
    c) Key in your Order ID and Yes Mobile Number
    d) Click on "Activate"
  2. Can I activate the SIM card at any time that I preferred?
    Yes, you can activate your SIM card any time. However, please note that after 7 days from the date you receive the Yes product, your account will be automatically activated and the monthly fees will be charged accordingly.