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Customers Are Being Overcharged or Undercharged

Why customers are charged incorrectly and how to fix the underlying causes

Mischarges are caused from inaccurate RFID readings. See the tables below to determine the cause and solution to your type of mischarge.

Overcharges:

Cause Evidence Solution
Weak Sticker Readability - After a customer closes the door, the microstore sends a radio pulse to read what stickers remain. If sticker readability is poor it can be missed during this read and registered as sold.

In the Stockup Log:  inventory continually showed up as removed stocked when it wasn't (flickering inventory).

If you open and close the door with the digital key a few times without touching any product, inventory flickers in and out on the Stockup Log.

Make sure you're following best stickering practices. Once you've verified that your stickers are tagged correctly, open and close the door with your digital key a few times without touching inventory and check the Stockup Log for flickering inventory.

Loose stickers -

A previous customer removed stickers from a product (Transaction 1). The microstore recognized those products as still being in inventory at the end of this transaction. The next customer opened the door and made a legitimate purchase (Transaction 2).

The loose stickers from Transaction 1 either

1. We're on a product that this second customer removed

2. Stopped being recognized by the microstore in the time between transactions or during Transaction 2. This can happen if the loose stickers fall to the bottom of the microstore or come into contact with metal.

Loose stickers in the microstore.

Multiple stickers attached to one product.

 Address and prevent theft by following the instructions in this article.

Lock issues - 
The lock is not engaging properly, so someone forces the door open without swiping a card and takes an item. The microstore only registers that item as being taken at the time of the next legitimate transaction, and the customer is overcharged.

 The deadbolt is not engaging the door, so the it can be pulled open without unlocking it

 Submit a ticket and include a video of the door not latching properly.

Undercharges:

Cause Evidence Solution

Incorrect sticker practices -

The wrong type of sticker was used, or the sticker was applied improperly. Therefore, the microstore did not recognize the sticker when the item was stocked. When the next customer removed it, they were not charged for that item.

 Upon checking the Stockup Log, the system registered fewer items than you physically stocked.

  • Follow best practices for applying stickers.

  • Ensure that everyone on your team has taken the operator certification course. Your team needs to review the course every six months.

  • Ensure that every time you scan items into the dashboard, you reconcile the amount you intended to scan with the amount actually scanned
  • Check the Stockup Log  every time you stock to verify the system registered.

Expired Item -
The FoodSpot system deems all expired items null, so customers are not charged if they remove an expired item.

The transaction data in the Transaction tab shows that the customer purchased an expired item:

If the customer only purchased an expired item, you can search all $0.00 Transactions to easily find the transaction.

 

Rotate items nearing expiry. You can see the expiry status of all items in your microstore by going to the Inventory tab of your dashboard.

As a manager, you receive notifications from the FoodSpot system that products are expiring. If you are not receiving these notifications, please submit a ticket.

If you have checked for each issue above and customers are being charted inaccurately, please submit a ticket.

Keywords: charged too much, too little, innaccurate charges