Edenred objections: how to respond
To accept Ticket Restaurant online you ask Edenred to enable the e-commerce channel on your agreement, as described in Ticket Restaurant Edenred. Sometimes the request stalls: Edenred replies with an objection, postpones it or does not reply. This page lists the most common objections, what each one means and an example reply.
This page is not legal advice. It sets out verifiable rules and facts to help you frame the conversation with Edenred. For a formal dispute, talk to a lawyer or to your trade association.
Before you reply
- The request is yours. The agreement, the MID and the eDPS credentials are in your name. Voucherly is the technical provider you chose for your checkout: you are not asking Edenred for a partnership with Voucherly, you are asking it to enable a channel on your agreement.
- Check your data. Make sure the MID, company name and VAT number match your active agreement. A MID from an old agreement or from another company produces a refusal that is not an objection.
- Keep it in writing. If you get an answer over the phone, ask to receive it by email. A written answer can be checked, forwarded and challenged.
- End with a concrete step. Propose a date for the UAT, or ask by when you will get an answer.
- Describe the flow as it is. The customer pays online, on their own device, by signing in to their Ticket Restaurant account.
Most common objections
"We are not activating new e-commerce agreements right now"
The objection also comes in other forms: the network has reached full capacity, an internal policy does not allow it, the activation is postponed to a later date.
What it means. Edenred promotes Ticket Restaurant acceptance on e-commerce sites and marketplaces on its own merchant page. If you already accept Edenred in your store, you are not asking for a new agreement but for your existing one to be extended to the online channel.
How to respond. Ask for the written notice of the suspension, with its start date and criteria, and whether it also covers extensions.
Could you send us the notice by which Edenred suspended online activations, with its start date and criteria? We need it to understand whether it also covers extending an existing agreement such as ours to the online channel, and whether it applies equally to every platform. If our request does not meet the criteria, please tell us why and when you expect to enable it.
"This type of service is not supported"
What it means. It is a generic answer: it does not say which service is not supported, nor which clause or criterion it rests on. As it stands you can neither check it nor correct your request. The service you are asking for, on the other hand, is specific: accepting Ticket Restaurant on your online channel, with the customer paying on their own device by signing in to their Ticket Restaurant account. It is the service Edenred offers merchants for e-commerce.
How to respond. Ask for the service and the grounds to be specified in writing, and describe your request in the terms of Edenred's e-commerce service.
To assess your answer, please tell us in writing which service is not supported and which clause of our agreement, or which criterion, the refusal is based on. Our request is about accepting Ticket Restaurant on our online channel: the customer pays on their own device, signing in to their Ticket Restaurant account, following the eDPS guidelines. We are happy to show you the flow during the UAT.
"Different terms apply online"
What it means. By law, whatever you pay the issuer, in any form, cannot exceed 5% of the voucher's face value, and the cap includes additional services. It applies to agreements between private parties too, and clauses to the contrary are void.
How to respond. Ask for the detailed terms and refer to the law.
Please send us the detailed economic terms for the online channel. Under article 37 of Law 193/2024, the fee charged to merchants cannot exceed 5% of the meal voucher's face value, including any additional service.
"Sign the NDA and the addendum first"
The objection also comes as a request for internal approval, a mockup of the flow or a production pilot.
What it means. These are steps of the process and they need doing. The risk is that each one turns into a wait with no date.
How to respond. Sign straight away and, in the same email, ask for the date of the next step.
Please find the signed documents attached. To save time, could you already propose a date for the UAT by [date]?
"Your MID is not enabled for e-commerce"
The objection also comes as "merchant not authorised" or, during the UAT, as an inactive merchant.
What it means. It is usually not a refusal: it describes the state your request has to change. It can, however, point to a data error, such as a MID from an old agreement or registered to another company.
How to respond. Check your data, then ask for the steps and the timing.
We confirm MID [MID], registered to [company name, VAT number]. Can you tell us which steps are missing to enable the e-commerce service on this MID, and in how many working days?
"Your credentials are not working"
What it means. The error can be on either side: credentials copied incorrectly, the wrong environment, or a secret or configuration left incomplete on Edenred's side. Edenred cannot recover a secret it has already issued, but it can generate a new one.
How to respond. Write to support@voucherly.it: we prepare the technical details to send to Edenred together.
Attached are the URL called, the time, the client id (without the secret) and the full response. Please check the configuration of the MID and, if needed, generate a new secret.
"Voucherly is not a certified Edenred partner"
What it means. Voucherly is not a commercial partner of Edenred and does not need to be one: it is the merchant's technical provider. The validation the eDPS process requires is the UAT, which Edenred runs with every merchant before issuing production credentials. The Voucherly integration has already passed these UATs and is live with merchants that have an Edenred agreement. How the roles are split is explained in Voucherly and meal vouchers.
How to respond. Bring the conversation back to what concerns you: enabling your agreement and the UAT. If you are told a certification is required, ask for the document describing its requirements and timing.
We are not asking Edenred for a partnership with our technology provider: we are asking you to enable online acceptance on our agreement (MID [MID]). The eDPS credentials will be in our name and we are responsible for them. If eDPS requires the provider to be certified, please send us the document describing the requirements and timing. Otherwise we are ready for the UAT: can you give us a date?
"You need to use a different provider"
What it means. Edenred may point you to a technology provider it has an agreement with. Choosing the tools for your checkout is up to you, though, and the Voucherly eDPS integration follows Edenred's standard process. Check the cost as well: what you pay the issuer cannot exceed 5% of the voucher value, additional services included (see What the law says).
Edenred's relationship with technology providers is being examined by the Italian Competition Authority. On 17 March 2026 the AGCM opened proceedings A578 against Edenred Italia and Edenred SE for an alleged abuse of dominant position. The conduct under examination includes dropping the direct integration with large retailers' tills in favour of "authorised" technology providers, and raising the fees charged to those providers, which were then passed on to merchants. The proceedings are ongoing, not a finding.
How to respond. Ask for the requirement to be confirmed in writing, with the clause that sets it and the costs it involves.
Can you confirm in writing that enabling our agreement is conditional on choosing a specific technology provider? If so, please tell us which clause of the contract provides for it, and whether that provider brings any cost on top of the fee in our agreement.
No reply
What it means. Activation usually takes about two weeks. If you have heard nothing after that, the request has probably not reached the right person.
How to respond. Write again with the date of your first request and a deadline, copying your Edenred sales contact and assistenzanetwork-it@edenred.com.
We are writing again about our request of [date], whose text you will find below. Please get back to us by [date], even just to let us know the expected timing.
What the law says
- Fee cap. Article 37 of Law no. 193 of 16 December 2024 extends the 5% cap on the voucher's face value to every agreement between meal voucher issuers and merchants, for paper and electronic vouchers alike. The cap also covers any additional service, and clauses to the contrary are void and replaced by law. For agreements already in place it applies from 1 September 2025.
- No further costs. Annex II.17 to the Public Contracts Code (Legislative Decree 36/2023), which governs canteen substitute services, forbids charging merchants any cost other than the discount and any additional services they bought. Merchants can also choose not to take up additional services (article 5, paragraphs 8-10).
- Channels and technology providers. Meal voucher rules do not regulate online acceptance channels or merchants' technology providers. On these points the agreement with the issuer and general competition rules apply.
- Competition. On 17 March 2026 the Italian Competition Authority (AGCM) opened proceedings A578 against Edenred Italia and Edenred SE for an alleged abuse of dominant position. The proceedings are ongoing, not a finding.
If the answer is still no
- Ask for a reasoned answer. One email with the questions on this page: which service, which clause, which criteria.
- Involve your Edenred sales contact, copying assistenzanetwork-it@edenred.com and attaching the history of your requests.
- If you serve a client company, for example with a canteen or meal booking service, ask the company to raise the issue with its own Edenred contact: it is the company that buys the vouchers for its employees.
- Write to us at support@voucherly.it. We help you with the technical side and the UAT, and we keep track of the cases.
- Consider a report to the AGCM if you believe the refusal is discriminatory or tied to your choice of provider. A report is free and does not require a lawyer.