We thank Mr Alex Chai Wei Yep for his feedback (Cashless payment methods must cut out cash completely; Oct 7).

We have been in touch with him and are liaising with him on his refund request.

The Tuck Shop app is a loyalty programme app at Yishun Park Hawker Centre.

It offers users various benefits and functions, such as the pre-loading of store credits for payment of purchases at Yishun Park Hawker Centre and 10 per cent discount off purchases.

Currently, only cash in exact change (denominations of $2, $5, $10 and $50) is accepted at top-up kiosks. We are working with electronic payment partners to provide options for app users to top up using methods other than cash.

There is a $2 admin fee for each refund. The admin fee is stated on the FAQ section of Tuck Shop app.

For a better customer experience, our Tuck Shop app on-ground ambassadors will be informing new users of this fee before they start topping up their credits.

For refunds of store credits, the app user has to go to Yishun Park Hawker Centre personally.

Our staff will require his photo identity with date of birth details and his mobile phone with the Tuck Shop app installed for verification of identity.

These measures are intended to prevent identity theft and protect our app users.

Upon verification, after the deduction of $2 admin fee, the remaining store credits will be returned to the app user in cash. His account will also be reset to a nil amount on the spot.

The Tuck Shop app is just one of the payment methods we have introduced at Yishun Park Hawker Centre.

Cash is still accepted at all stalls. Nets payment is currently accepted at selected stalls and will be implemented across all stalls soon.

Low Seow Yee (Ms)

General Manager, Marketing & Projects

Timbre Group