Customer charged but no product vended

Review the vend log and delivery sensor status. If the vend failed or timed out, issue a refund and inspect the selection for a jammed product, misaligned spiral, or delivery sensor fault.

If the vend was logged as successful, compare the transaction time to camera footage (if available) or location reports. Document evidence in your refund log and follow the policy you posted on the machine.

Repeated failed vends in one column usually indicate a weak motor or misaligned vend switch. Replace the motor or recalibrate the home position.

• Compare reader transaction IDs with the vend log.
• Check delivery sensor or drop sensor diagnostics.
• Verify the price map matches the product in that column.

• Ensure the reader stayed online during the time of the incident.
• Confirm controller voltage is stable under motor load.
• Inspect MDB cable seating and strain relief.

• Keep a short refund policy visible on the machine.
• Track failed vend rates by column and service quickly.
• Provide the location manager with a direct contact method.

• Confirm all steps are documented so the next technician can reproduce the results.
• Capture before/after metrics (errors cleared, sales restored, or uptime improved).
• Review machine, reader, or route settings to ensure they match location standards.

• Skipping a controlled test leads to false positives.
• Updating hardware without documenting configuration changes.
• Forgetting to verify payout, refund, or reconciliation data after changes.

• Run a final test with known-good inputs.
• Log the outcome with date, time, and device identifiers.
• Schedule a follow-up check if the location has high traffic or seasonal demand.

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• Document changes with time, machine ID, and location name.
• Verify settings, pricing, and service modes after each fix.
• Capture before/after results to confirm resolution.

• Test with known-good inputs and controlled conditions.
• Validate telemetry, alerts, and payment logs where applicable.
• Confirm location expectations and update the site contact.

• Configuration drift after firmware or component swaps.
• Inconsistent power or network conditions at the location.
• Gaps in preventive maintenance routines.

• Monitor for 7 days and note any repeat errors.
• Schedule follow-up if the site is high-traffic.
• Escalate with full logs and photos if issues repeat.

• Compare device logs with settlement reports.
• Confirm offline mode settings and retry intervals.

• Verify MID/terminal IDs match the deployed reader.
• Confirm batch timing and payout schedules.