Refund and complaint handling workflow

Create a simple written refund policy and post contact information on every machine. Aim to respond within 24 hours to prevent chargebacks.

Log every refund with date, transaction ID, and reason. Use the log to identify recurring failures by machine or selection and fix the underlying issue quickly.

• Acknowledge the request and confirm transaction details.
• Verify the vend log and issue a refund if warranted.
• Document the resolution in your refund log.

• Refund tracking spreadsheet or CRM ticket.
• Contact label template with refund instructions.
• Standard email or SMS response templates.

• Perform preventive maintenance to reduce failed vends.
• Add delivery sensors where possible.
• Keep contact info visible and current.

• 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.

• Log complaints with timestamps and machine IDs.
• Issue refunds within the promised SLA.

• Use a standard message template for consistency.