FAQs

Box Più
How do I activate an IP Box Più loyalty card?

If you have a vehicle weighing less than 3500 kg and you don’t have an IP Box Più loyalty card, you can request one free:

  • Download the Stazioni IP app from the main app stores and activate your digital card.

App Store

Google Play

  • Ask a staff member at any service station signed up to the IP Box Più programme and show them your consegnandogli la tua tessera con codice fiscale. 
What is IP Box Più® and what are its benefits?

With IP Box Più, you can collect points and fuel discounts every time you purchase fuel. It’s fast and simple, and you can check your balance any time on your receipt, the Stazioni IP app and the customer section of the IP Box Più website.

What is the programme duration?

You can find details of the IP Box Più programme expiry dates in the IP Box Più Rules and Conditions at the following IP- Box Più 

Can I have more than one IP Box Più card in my name?

 

No, all customers can only hold one loyalty card.

How do I redeem the fuel discounts I earn with IP Box Più?

Before you refuel, let a service station staff member know, and advise them whether you want to use your entire discount balance or part of it.
You will be asked to insert a PIN code. This is a standard security step designed to protect your personal details. The staff member will then deduct the discount amount you choose from the sale and you will only pay for the balance.
If you use the Stazioni IP app, your IP Box Più card will already have been linked with your loyalty account so all you need to do is show it to the staff member along with your CODICE FISCALE to use your fuel discount!
Download the Stazioni IP app!

Remember that your IP Box Più fuel discounts have a limited duration and expire, so make sure you check the expiry date which you can find on your receipt or by accessing the customer section of the website at >My IP Box Più > IP Box Più balance.

 

What happens if I forget my IP Box Più PIN?

If you don’t have a PIN or can’t remember it, here’s what you can do:

  • Tell the service station staff member the phone number you want to use to receive a new PIN. Note, however, that this must be the same phone number you used when you originally requested your PIN. 
  • Access the customer section at My IP Box Piu' >PIN and insert the phone number to which you want your PIN to be sent. You will almost immediately receive an SMS with your PIN
  • Request it via the App Stazioni IP app in the Contact us / PIN request section.  
  • Contact italiana petroli Customer Care by calling freephone 800 - 987.887 and provide the phone number you used the first time you received you PIN.

I can never remember my PIN when I am asked to provide it. What can I do?
Simply download the Stazioni IP app or ask a service station staff member to associate your IP Box Più account with your Codice Fiscale!

I’m having problems trying to use my IP Box Più fuel discounts. What can I do?

If you can’t seem to redeem you IP Box Più discounts, it probably means your details are incomplete or missing?

Check that all your details have been correctly provided by going to the Customer Area of My IP Box Piu' >Modify profile > or the My Profile section of the Stazioni IP app.

How do I redeem an IP Box Più reward?

You can choose and redeem your rewards in a number of ways: 

For further information about redeeming points for a prize, please see the catalogue section on the Stazioni IP app or website.

 

How do I access the reserved area of the IP Box Più website?

The first time you visit the reserved area, your user name will be the 8-digit number on your receipt or the “show card” section of the Stazioni IP app. Your PIN is your password.

Please note that you will only be asked for your PIN the first time and you can then choose a password to use for future visits to the reserved area.

If you have provided all the required details such as name, address etc, you can access the customer area and modify your personal details, including your consent regarding how we process and use those details. 

To protect your personal details, remember to modify your password once you access this area for the first time.

If you have any problems when trying to access the website with your card the first time, you can contact us in the following ways:

  • the form you will find when you click Write to us 
  • the “Write to us” section of the Stazioni IP app
  • freephone 800.987.887.
What happens if I forget my password?

If you forget your password, simply visit our website and go to the >IP Box Più >Reset password   area.

To request a new password, insert the following details in the relevant fields:

  • card number
  • the phone number you used when you originally requested your IP Box Più loyalty card
  • the email address to which we should send your password

If you have forgotten your password, you can also recover it by using the Access / Recover password section of the Stazioni IP app. In this case, you simply need to insert the following details in the relevant fields: 

  • card number
  • the phone number you used when you originally requested your IP Box Più loyalty card
  • the telephone number to which we should send your password

Don’t forget to modify your temporary password immediately!

NOTE: If you can’t recall the telephone number you provided when you made your original request for your IP Box Più card, you will need to send an email asking us to reset your password. To do this, use the form when you click Write to us in the personal area of the website.

What happens if I don’t hear about IP Box Più promotional offers?

The IP Box Più loyalty programme offers its members an ongoing range of special initiatives and promotions.

If you’re missing out on our messages, it might be that you haven’t provided us with your phone number or you haven’t authorised us to use it to update you with our special offers.

In that case, simply visit the customer area of our website, select “Modify profile” and check that you have:

  • inserted your correct telephone number 
  • selected the privacy option “Receive information about promotional offers and italiana petroli market research requests”.

Access the Stazioni IP app, choose the “My profile” menu and check that you have:

  • inserted your correct telephone number 
  • selected the privacy option “Receive information about promotional offers and italiana petroli market research requests”.
What happens if I lose my IP Box Più card or it is damaged or the magnetic strip doesn’t work?

If your physical card is damaged or its magnetic strip stops working, you can still enjoy all the benefits you’ve accumulated and upcoming promotional offers. benefici accumulati sulla tua carta

Simply download the Stazioni IP app!

Go to the app store on your smartphone, download the Stazioni IP app and use the details you normally use to visit the customer area of our website OR your 8-digit card number which you can find on your receipt, plus your password. Note that the first time you do this, you will also need your PIN.

If you can’t remember your card number, contact our customer service team on freephone 800.987.887.

Download the Stazioni IP app:

If you lose your card or it is stolen:

1.Download the Stazioni IP app, and disable your physical card by going to “My profile” and tapping on “Disable physical card”.  

Having problems opening the Stazioni IP app on your smartphone?

Ask a service station staff member for ““lo scontrino de rifornimento effettuato senza carta” (a receipt for refuelling without a loyalty card), and this will enable you to retain any discounts and points.
There are then 3 ways to make sure you retain your IP Box Più benefits

  • Visit the customer area of  My IP Box Piu > “Refuelling without card” and insert the transaction code that you will find in the lower part of the receipt;
  • Return to the service station you filled up at and advise a staff member of the transaction code (which you will find in the lower part of the receipt);
  • Open the Stazioni IP app and insert the transaction code in the section Card > Recover your transaction.
Transferring points

La cessione dei punti, totale o parziale, è consentita esclusivamente sulla propria carta.

You can only transfer or receive transferred points one time per year.
A maximum of 70,000 points may be transferred.
To transfer points, you need to visit a participating service station, and give them the card from which the points will be transferred, followed by the card to which they will be credited.
You will then receive a receipt detailing the points transferred, the number of the two cards involved and the updated balances of each card.

What is the IP Box Più smartphone app and what advantages does it offer

The Stazioni IP app is the fastest way to make use of the P Box Più world of benefits!

With the app, you can:
use a virtual loyalty card every time you purchase fuel
manage your loyalty club profile
see all the transactions you’ve made on your IP Box Più card
receive exclusive promotional offers designed to help you earn points faster
earn fuel discounts
find your nearest distributor
check out the rewards catalogue
contact our customer service team via the Contact Us function.

Make sure you update your privacy settings to ensure you enjoy the full range of benefits.

Download the Stazioni IP app on your smartphone!

I already have a physical card. Can I link it to the Stazioni IP app and still have all the same benefits? 

Yes, you can link your physical card with the Stazioni IP app and receive a digital version of it. 

Open the Stazioni IP app and go to the Access/Register section and Access IP Box Più screen should appear. Insert your physical card number and your password (if you have previously used any of the customer sections of the website, simply use the same password.) 

If this is the first time you have used the Stazioni IP app, you will need to insert the PIN you use for your discounts and points, but you can then choose a password (containing at least eight characters, including at least one capital letter and one number) for future access.

You will be asked whether you want to deactivate your physical card and this is entirely optional. You can continue to use both the physical and digital versions if you so wish, and if you decide later to deactivate your physical card, you can do so at any time by visiting the My profile section of the app.
If you forget your password, go to Recover password and insert the information requested, Within a few seconds, you will receive an sms with your password.

Can I request a new card just by using the App Stazioni IP app?

Yes, no problem. Simply download the Stazioni IP app via 

and tap on Access/Register

You can also register by associating your Facebook or Google profile, or you can create a new account. Insert your name and surname, email address and mobile phone number which will be used for receiving your initial password and sending a verification code.
Please ensure you read the privacy policy and indicate that you agree for your details to be used.
Do you want to stay in the know when it comes to IP benefits and promotional offers?
To ensure you don’t miss out on some great IP offers, make sure you give your consent for us to use your personal details!
You can only request a new card if you do NOT already hold an IP Box Più card.

What telephones are compatible with the Stazioni IP app?

The Stazioni IP app is available for use on most smartphones, and is available on the following operating systems or platforms:

The phone number used with the app must belong to the customer signing up.

To protect your data, we have introduced an extra security measure to ensure that the mobile phone number inserted during the registration phase is in use.

You will therefore receive a VERIFICATION CODE which will be sent to the phone number you provided. To complete the registration, you must insert this code.

IP Pay
How do I sign up to IP Pay?

The IP Pay service is designed exclusively for customers who have signed up to the IP Box Più programme.

Create an IP Box Più profile and/or provide the requested personal details by inserting your numero della tessera con codice fiscale.

Accept the Usage and security terms and conditions and give your consent for your personal data to be used, as indicated in the privacy policy

Choose your preferred payment method, ie credit card, debit card or, for devices where it is available, Apple Pay.. 

During the activation phase, some banks will ask you to insert a verification code.
For Visa, Mastercard, Maestro and Amex, there is no activation charge.
If your payment card expires, you can cancel it from your IP Pay account and insert details of your new card. Where the new card has the same number as the previous one, you will need to write to our customer service team (https://www.gruppoapi.com/contatti/it/scrivici/segnalazioni-app ),  and select the IP PAY/Activation option, then send us your request.
You may also implement TouchID/FaceID as a payment authorisation method.
If the biometric recognition function does not work correctly, try to reinsert your smartphone data settings and check that your phone’s operating system has been updated

I don’t want to turn on GPS on my phone, but can I still use the app when I fill up?

No, you cannot use the payment function unless you have also enabled your phone’s GPS location service.

How does the app know which service station I’m in?

The app uses GPS to pinpoint your location, which is why you always need to enable your phone’s GPS function.

When you open the app to make a fuel purchase, you will immediately see a list of available service stations. Always check that the IP station automatically recognised by the app is the one you are at.

Where there are two or more service stations close to each other, you should select the one you plan to visit.

What types of fuel services can I pay for using IP Pay?

You can use IP Pay when you fill up with petrol or diesel using self-service or pre-pay.
GPL and methane gas cannot be purchased using IP Pay.

How do I use the app to fill up and pay?

Visit a service station where IP Pay is available and stop your vehicle at a pump which offers self-service or prepayment options.

Open the app, as per the indications outlines in the terms and conditions, and select the pump, insert the amount of fuel you wish to purchase, indicate that you wish to use an IP BOX Più discount (where applicable) and press PAGA (PAY).

Follow the instructions. Keep the app open and once you have finished filling up, you will see a summary of the transaction.

Your bank may send you a preauthorisation message with a maximum value of 100 euro, but you will only be debited the actual amount of fuel purchased. You can check that amount in the transaction list on your app. If, for any reason, you do use any fuel, the preauthorisation will be cancelled by your bank or the bank associated with the card loaded on to your app.

What payment methods are accepted?

You can use Visa, Maestro, Mastercard, American Express? credit or debit cards, and if your device is compatible, Apple Pay.
What happens if your payment card expires?
Update it in your app by inserting the new number.
You can modify your payment method at any time by going to the IP Pay/CARDS section

What should I do if I have any problems with my payment card?

Check with the bank that issued the card.

How do I know that my payment went through successfully?

The app will display a digital receipt. In addition, if you provided an email address when setting up IP Pay and indicated that you wanted to receive email notifications, you will also receive a copy of the receipt via email.

Can I request an electronic invoice?

Yes.
Simply add your invoicing details in the relevant section of IP Pay. You will receive your electronic invoice in your “cassetto fiscale" (financial transactions archive) once the Agenzia delle Entrate has processed it.

Invoices for clients with a PARTITA IVA
What are the benefits of signing up?

You can obtain your invoices in just a few simple steps without having to insert all your details every time.

Who can use electronic invoicing?

All clients holding a Partita IVA who stopped using the old fuel log book from 01/01/2019.
For IP Plus clients, electronic invoicing is included as part of the fuel card package of services.

How do I sign up for electronic invoicing and what details do I need to provide?
  •  Go to  www.fatturazioneip.gruppoapi.com or download the “Fatturazione IP” app (available on Apple Store and Google Play)
  •  Go to CLIENT SIGN-UP. 
  •  Insert:
    •  Your Italian Codice Fiscale
    • Email (not your PEC)
    •  Vehicle licence plate
    • Partita IVA
    •  Company details
  •  Tick the box requesting your consent regarding privacy and data.

Remember that you can modify the profile details provided at any time.
 
Once you have registered, you will need to validate the link that will be sent to the email address provided by you. The link is valid for 24 hours and you must provide a non-PEC email.
The email you provide will become your username for accessing the Fatturazione IP app and website.

What happens if I don’t receive a validation email when signing up?

Always check your Junk Mail folder. The email will be sent from the address noreply@gruppoapi.com
If more than 24 hours have passed since you tried to sign up and you have received no email, try to register once again. If the problem persists, get in touch with us via Contacts / Write to us / Electronic invoicing (LINK) and choose the option Registration / No validation email received.
 

How do I access the Fatturazione IP app and website?

Once you have successfully registered, you can access the Fatturazione IP website or app by inserting the (non-PEC) email address you used when signing up, and the password you created.

What do I do if I forget my password?

If you forget your password, you can reset it here or otherwise visit the “Reset password” section of the app.
Remember that your username is the email address you provided when you registered (this will NOT be a PEC address).

IMPORTANT : PASSWORD EXPIRES EVERY 3 MONTHS

I need to change the email I provided when I registered. What do I do?

Go to Contacts / Write to us / Electronic invoicing and select the option Registration / Modify registration data.


If I decide I don’t want to continue with the electronic invoicing service, what do I do?

Go to Contacts / Write to us / Electronic invoicing and select the option Registration / Cancel.

What payment methods are valid when I purchase fuel if I want to use electronic invoicing?

Any of the following methods are compatible with IP electronic invoicing:
⦁ Cheque (bank, postal, bank draft and other)
⦁ Money order (“cambiale” and postal)
⦁ Electronic payments such as credit card, debit card, direct debit. 

Can I obtain an electronic invoice for both self-service fuel and for fueling operations carried out by service station staff?

Yes, you can request an electronic invoice for any type of fuelling service, ie self-service or staff-assisted.

Can I use the Fatturazione IP app and website service at any service station?

The service is only available at licenced distributors, however in other cases, you can provide staff with the necessary details to create an invoice.

I’ve signed up to “Fatturazione IP”. How do I request an electronic invoice?

Open the Fatturazione IP app and select “Invoicing”. 

⦁ Show the QR CODE to the staff member. The system will automatically retrieve the details associated with your account and process your request.
Alternatively:
⦁ Select “Request via receipt”, insert your vehicle’s licence plate and take a photo of the receipt. The system will process the details then validate and complete them as necessary.

Necessary details:
⦁ Receipt number. If you only have a bank receipt, insert the digits shown in the AUT and OPER fields in that order. On all other receipts, the receipt number will be clearly indicated.
⦁ Distributor code. If you cannot find it on the receipt, ask a staff member for it.
⦁ The date you purchased fuel.
⦁ Type of product purchased.
⦁ Price per litre. If this is not included on the receipt, ask a staff member.
⦁ Transaction total in euro, including IVA (the Italian equivalent of VAT). 
⦁ Litres purchased. If this is not included on the receipt, ask a staff member.


Note! A) You can only make one electronic invoice request at a time. B) The photo of the receipt must be clear and readable. C) Carefully check all the details inserted before sending your request.

I’ve registered on the Fatturazione IP website. How do I request an electronic invoice?

Sign in to https://fatturazioneip.gruppoapi.com/home and select “Request invoice”.

Insert the vechicle’s licence plate and upload a photo of the receipt (jpg, jpeg, png or pdf, maximum size 10 MB). The system will process the details then validate and complete them as necessary

Necessary details:

  •   Receipt number. If you only have a bank receipt, insert the digits shown in the AUT and OPER fields in that order. On all other receipts, the receipt number will be clearly indicated.
    ⦁ Distributor code. If you cannot find it on the receipt, ask a staff member for it.
    ⦁ The date you purchased fuel.
    ⦁ Type of product purchased.
    ⦁ Price per litre. If this is not included on the receipt, ask a staff member.
    ⦁ Transaction total in euro, including IVA (the Italian equivalent of VAT). 
    ⦁ Litres purchased. If this is not included on the receipt, ask a staff member.

Note! A) You can only make one electronic invoice request at a time. B) The photo of the receipt must be clear and readable. C) Carefully check all the details inserted before sending your request.

 

I’m registered on the website and / or app, but am currently unable to use either platform. How can I get my electronic invoice?

Give your email address (the one used when you registered on https://fatturazioneip.gruppoapi.com/home or the Fatturazione IP app) to a service station staff member.

I’m not registered on https://fatturazioneip.gruppoapi.com/home or the Fatturazione IP app. How can I request an electronic invoice?

      

1) Insert the necessary details:

⦁ Name
⦁ Surname
⦁ Company or trading name
⦁ Italian Partita IVA
⦁ Italian codice fiscale (mandatory if you do not have a Partita IVA)
⦁ Full address
⦁ Vechicle licence plate (eventualmente specificando il numero di matricola per i mezzi a terra)
⦁ SDI number
⦁ PEC email address if you want to receive invoice issue notifications from the Agenzia dell’Entrate.
⦁ Indicate that you have read and accepted the privacy policy.

2) Upload a photo of the receipt (jpg, jpeg, png or pdf, maximum size 10 MB). The system will process the details then validate and complete them as necessary.
Necessary details:

⦁ Receipt number. If you only have a bank receipt, insert the digits shown in the AUT and OPER fields in that order. On all other receipts, the receipt number will be clearly indicated.
⦁ Distributor code. If you cannot find it on the receipt, ask a staff member for it.
⦁ The date you purchased fuel.
⦁ Type of product purchased.
⦁ Price per litre. If this is not included on the receipt, ask a staff member.
⦁ Transaction total in euro, including IVA (the Italian equivalent of VAT). 
⦁ Litres purchased. If this is not included on the receipt, ask a staff member.

Note! A) You can only make one electronic invoice request at a time. B) The photo of the receipt must be clear and readable. C) Carefully check all the details inserted before sending your request.

How do I fill in the “Licence plate” field if I am asking for an invoice for an earth-moving machine?

Insert the chassis number of the vehicle in question.

I paid using a third-party mobile payment app. How do I request an electronic invoice?

Activate or open the “Fatturazione elettronica” app and follow the instructions. If you have any problems, contact the support team of the mobile payment app used.

Some time has elapsed since I originally requested an invoice and it is still not showing on the Agenzia delle Entrate website. What should I do?

If you purchased the fuel in question from a service station containing self-service pumps only, write to us via https://www.gruppoapi.com/contacts/en/write-to-us/electronic-invoicing and select Invoice status/ pending.
Where the service station has staff present, speak to them.

I was issued an invoice, but it is incorrect. How can I resolve the problem?

If you purchased the fuel in question from a service station containing self-service pumps only, write to us via https://www.gruppoapi.com/contacts/en/write-to-us/electronic-invoicing and select Invoice status/ Incorrect invoice, etc.
Where the service station has staff present, speak to them.

 

Where can I find my electronic invoice?

The Fatturazione IP website and app register any request for an electronic invoice to be issued. You can find your document in your “cassetto fiscale" (financial transactions archive) once the Agenzia delle Entrate has processed it.

How can I check on the status of an invoice?

The Fatturazione IP website and app register any request for an electronic invoice to be issued. You can find your document in your “cassetto fiscale" (financial transactions archive) once the Agenzia delle Entrate has processed it.

How do I understand the amount of IVA and the net price shown on an invoice?

Your invoice will show the total exclusive of IVA (which is applied at the rate of 22%). The unit price will be rounded to six decimal places after the comma/point, and the taxable amount is based on this calculation.
For example, if the fuel transaction is €12.00 with a quantity of 8.010 and a unit price of €1.499, the invoice will show the IMPONIBILE (taxable) amount as €9.84 (excl IVA) and a 22% IMPOSTA (tax) of €2.16.

IP PLUS
Can I request an IP Plus card?

Yes, as long as you have an Italian Partita IVA and are registered with the Italian Chamber of Commerce (Camera di Commercio).

How can I obtain an IP Plus card?

Click here to contact a member of our sales team.
If you have fewer than 4 vehicles in your fleet, click here to request it online. 

Where can I use my card?

You can use IP Plus in around 4,400 service stations throughout Italy. Click here to find the most convenient outlets on your route.

How can I request an additional card?

Simply sign in to the reserved area of IP Plus online and make your request. 

How do I cancel IP Plus?

Simply sign in to the reserved area of IP Plus online to cancel.
If the reason you are cancelling is because your card has been misplaced or stolen, block it immediately by calling +39 02 626 955 60 (available 24 hours per day, 365 days a year).

If my IP Plus card is lost or stolen, how do I block it?

Call +39 02 626 955 60 immediately (available 24 hours per day, 365 days a year) then report the loss to the police or carabinieri and send a copy of the loss report to IP via the online form available here. (LINK)
Then, cancel the card by signing in to the reserved area of IP Plus ONLINE.

What happens when my IP Plus card expires?

All cards are valid for 36 months and you will automatically be sent a new one towards the expiry date.

For cards with an account number beginning with 700098, the PIN will be the same as the previous card. For all others, you will receive a new PIN by post

How do I request a new Driver PIN?

If your Driver PIN was issued from 10 May 2022 onwards, simply sign in to the reserved area of the IP PLUS portal and you will find the PIN in question.
If your Driver PIN was issued before 10 May 2022, request a new PIN via the “Write to us” section, choosing the “PIN info” option.

What happens if I don’t know or if I forget my PIN?

If your card was issued after 10 May 2022, simply sign in to the reserved area of the IP PLUS portal and you will find the PIN in question.
If your card was issued before 10 May 2022, request your PIN via the “Write to us” section, choosing the “PIN info” option.

How can I get a copy of an invoice

Access your reserved area and download the PDF courtesy invoice. If the courtesy PDF is not present in the reserved area, ask for a copy through the section Write/ copy invoice.

How do I obtain my card PIN?

Sign in to the reserved area of IP PLUS and ask to receive your PIN on your preferred device for a faster, more practical and more sustainable choice. 

What do I do if I need to change the Partita IVA associated with my account?

You cannot change the Partita IVA. In such a case, you will need to cancel your card and create a new contract.

I don’t understand a transaction on my invoice. How can I ask for help?

Sign in to your reserved area and download a courtesy copy in pdf format. Alternatively, contact your IP representative.

If I have a question relating to an invoice, who should I contact?

Get in touch with your IP representative or contact us via the online “Write to us” page.  

What do I do if I want to increase my spending limit?

If your spending limit is not sufficient, you can request an increase by writing to us online.
Go to the “Write to us” page, select “Modify spend limit” and insert the desired new amount.
IP reserves the right to approve or not approve the request.

If my card is blocked because of an overdue payment, how do I reactivate it?


Sign in and go to the  Write to us / Reactivate card after late payment. Please attach a copy of the receipt showing payment has been made. 

How do I update my bank details?

Simply fill in and download the “Update bank account details” form in the “Forms” section and go to the Write to us / Update IBAN to send us your request.

How do I reset my password for the reserved area of the IPS Plus website?

You can request a new password by clicking on “Password forgotten” in the reserved area of IP Plus Online. 



Can I disactivate the web service?

No, this is not possible. IP Plus Online is a platform designed to allow client to manage their fuel cards. Click here to learn more.

Relating to IP service stations
What happens if I have an issue at the pump and don’t receive part or all of the fuel I selected?

If you have your receipt, but never received the fuel you paid for, there is no problem getting that fuel.

Return with your receipt to the service station in question within 3 months of the date it was issued and show it to a staff member.

Alternatively:

You can also use the automatic payment machine, simply by following these steps:

1.    press the “rimborso” button on the automatic payment machine at the station
2.    insert the numeric code that you will find towards the bottom of the receipt
3.    select the “OK” button
4.    select the pump that you will use
5.    fill up.

If you have your receipt, but never received the fuel you paid for, you can request a refund.

⦁ If the receipt shows that the owner of the pump in question is managed by a third party, ie NOT IP Services S.r.l, request your refund directly from the service station staff.
the staff member does not refund you or, for any reason you are unable to get back to the service station in question, fill in the online form in the “Service station outlet feedback” section. IP will organise a refund within 7 days of receiving any information necessary and completing the relevant checks.


⦁ If the receipt was issued by IP Services S.r.l., you can call free phone 800 987 887 or fill in the online form in the “Service station outlet feedback” section. IP will organise a refund within 7 days of receiving any information necessary and completing the relevant checks.


You can also choose to have a voucher that you can use at any IP-branded service station.
You can ask for a voucher by calling freephone 800 987 887 or filling in the online form in the “Service station outlet feedback” section. IP will organise a voucher for the amount shown on the receipt within 15/20 days of receiving any information necessary and completing the relevant checks.

 

What happens if I received no fuel or a lesser amount than I paid for and I don’t have the receipt or the receipt is illegible or torn?

Speak to a staff member at the service station in question and ask for a refund or assistance in obtaining a refund.
If you cannot return to the service station or the staff have not given you the necessary assistance, call freephone 800 987 887 or fill in the online form in the “Service station outlet feedback” section.

 

How do I use a residual credit showing on my receipt?

Return with your receipt to the service station in question within 3 months of the date it was issued and use the automatic payment machine, simply by following these steps:

1.    press the “rimborso” button on the automatic payment machine at the station
2.    insert the numeric code that you will find towards the bottom of the receipt
3.    press “OK”
4.    select the pump that you will use
5.    fill up (bearing in mind your vehicle’s tank capacity).

My refund code doesn’t work. What do I do?

Speak to a service station staff member at the service station. If they cannot help or if nobody is available, call freephone 800 987 887 or fill in the online form in the “Service station outlet feedback” section.

Can I convert my credit to a refund?

Yes, you can ask for a refund instead of keeping your credit.
⦁ If you have your receipt, you will receive the money within 7 days of IP obtaining all the necessary information.
⦁ If you do not have your receipt, IP will carry out a series of accounting checks to ascertain whether there was a monetary surplus, based on the fuel dispensed that day and the price charged.

Does the receipt voucher have an expiry date?

The refund code given on the receipt is valid for 3 months. If you wish to use it after this time, please contact us by filling in the form you will find at this link.

Have you noticed a debit of €99, €100 or €101 in your bank statement?

If you have paid with a debit card you may see an amount of €99, €100 or €101 on your account. This is a preauthorisation imposed by your bank, and refers to the maximum amount you can purchase for a single fuel transaction via debit card.
It is not an actual debit, but simply means that those funds have been temporarily blocked until you have completed your refuelling operation.
For further information, please contact your bank.

How do I obtain an invoice for fuel purchased?

Please see the section that covers all aspects of electronic invoicing, which you will find at this link.

 

What happens if a banknote gets stuck in the automatic payment machine?

⦁ If the service station in question is managed by a third party, ie NOT IP Services S.r.l, request help from the service station staff. If it is not clear who runs the station, call freephone 800 987 7887.
⦁ If the service station is run by IP Services S.r.l., contact IP by filling in the online form in the “Service station outlet feedback” section.
 

Fuel vouchers
Voucher demoninations and minimum orders

Vouchers are available in electronic format. Their credit can be fully or partially used, with any remaining balance able to be redeemed at a later date, within 18 months of activation.
Vouchers are available in denominations of €10, €30, €50, €100, €250 and €500.

  • €600 plus €2 stamp duty (private sector)
  • €5000 for public bodies
Are fuel vouchers subject to IVA (VAT) or stamp duty?

Based on the clarifications provided by the Agenzia delle Entrate (Italian Revenue Agency), the sale of fuel vouchers represents a "VAT-exempt” transaction pursuant to article 6-quater of the Italian Presidential Decree 633/72. As such, stamp duty of €2 must be added to the total of any payment for fuel vouchers.

Where can fuel vouchers be used?

Fuel vouchers can be redeemed at participating IP service stations. If they included a PIN, they can be used at self-service pumps or at pumps operated by staff. If they do not include a PIN, they can be redeemed only at “self Post Pay” and serviced outlets.
You can find participating outlets by clicking this link.

Where can I purchase fuel vouchers?

You can purchase IP fuel vouchers as follows:
 - from our cashier’s office at Via Salaria 1322, Rome, Monday, Wednesday, Friday between 9.15 and 12.30. Payment can be made in cash (up to limits prescribed by law) OR a “non-transferable” bank draft made out to italiana petroli S.p.A. OR via Visa, Mastercard and PagoBancomat credit / debit cards. We cannot currently accept Amex and Diners. There is no minimum purchase limit.

- by contacting our client service team who will provide all necessary information, including the necessary forms that must be completed. There is a minimum purchase of €600 per private sector businesses and €5000 for public bodies. Payment must be made via bank transfer before the vouchers can be sent. Payment should be made only when the order has been confirmed and IP has provided an alphanumeric code that must be used during the payment operation.

The sale of fuel vouchers represents a "VAT-exempt” transaction pursuant to article 6-quater of the Italian Presidential Decree 633/72. As such, stamp duty of €2 will be added to the total.

How long does it take to receive vouchers once ordered?

The average time for processing and sending vouchers is 20 working days from the date a bank transfer is received. Postage costs are covered by IP.

When vouchers are sent, are they already activated?

Fuel vouchers are sent by courier. To activate them, you must email your activation request to the following address: buonicarburante@gruppoapi.com. Please include the order summary. We are unable to activate individual vouchers, only the entire order.

How do I check if vouchers have been activated?

You can check the status of your vouchers by completing the form you find when you click this link.

How can I check my voucher’s balance?

To check the balance of a voucher, complete the form you find when you click this link.

How do I check the expiry date?

You can check the expiry date by completing the form you find when you click this link.

How do I request an invoice?

An electronic invoice will be sent to your “cassetto fiscale" (financial transactions archive).

How is the invoice date decided?

The invoice date is based on the date the order is dispatched, NOT the date it is placed.

How do I use a voucher that has a PIN?

Fuel vouchers with a PIN can be used at staffed service stations, IPmatic and Self Prepay pumps.

Where do I find the PIN?

The PIN is located on the back of the voucher, at the top on the right side, under a rectangular grey sticker. This should be removed with care so that you do not risk ruining the PIN.

Can I get a refund if a voucher is damaged?

If the magnetic strip is damaged or the PIN is illegible, write to buonicarburante@gruppoapi.com and request the necessary form to request a refund or substitute voucher.

The damaged voucher should be sent, along with your refund request, to the following address:
Ufficio Contabilità Generale
Gruppo api
Via Salaria 1322
00138 Rome.

Postage costs will be reimbursed

What happens if vouchers are lost or stolen?

IP cannot accept responsibility for lost, misappropriated or stolen vouchers. Customers are responsible for any consequences arising from use or loss by third parties. No refunds will be made in any such cases.