When a refund occurs in the VTM machine, it indicates that the transaction was approved, payment was processed, and a signal was sent to the control board to dispense the product. However, if the product fails to trigger the refund sensor at the exit gate, a refund is automatically issued to prevent customer dissatisfaction. Here's a summary of steps and possible adjustments if repeated issues occur:
Auto-Disabling Aisles After Refunds: If an aisle repeatedly triggers refunds, you can manually disable it by navigating to Machine List > Aisle Goods and toggling the aisle to off (red color). There's also a setting to automatically disable aisles after a refund to avoid further issues.
Potential Reasons for Non-Delivery:
Inventory Count Error: This may occur if there's no product left in the selected aisle, and the machine's inventory data is inaccurate. It could be due to a manual input error or the machine going offline and failing to update inventory status correctly.
Mechanical Issues: A jammed product or a broken motor could also prevent delivery. Regular maintenance and testing of aisles can help identify and prevent these issues.
Troubleshooting Tips:
Verify Inventory Counts: Ensure that the inventory numbers match actual stock in the machine.
Check for Mechanical Issues: Test the motor and inspect the aisle for jams.
By following these steps, you can reduce the frequency of refund-triggering issues and improve machine reliability.
When viewing transactions in our portal, these transactions may be in one of two states.
Refunding: This indicates that the product failed to dispense however no confirmation was received of a successful refund from the payment processor. These transactions may require manually issuing a refund via your payment provider portal.
Refunded: This indicates that the product failed to dispense and the payment was refunded. No further action is needed from the operator customer. Operators may want to review their inventory or machine to see why the product failed to dispense.
To disable it, go to machine settings and scroll down.
When the refund sensor is enabled, a refund will be triggered if a product is not detected at the exit chute/prize door. If this occurs, the VTM Portal (under Real-Time Transactions) will display the status as "refunded" and your inventory count will remain unchanged.
On Nayax, under Reports > Dynamic Transactions Monitoring, the transaction will appear as "Cancelled, Product could not be dispensed."
