Inaccurate charges result from the inaccurate detection of stickers by the smart fridge:
Overcharges: Since the last time the door was closed, the fridge has detected more stickers missing than were actually taken by the customer.
Undercharges: Since the last time the door was closed, the fridge has detected fewer stickers missing than were actually taken by the customer.
What to do
Type | Possible Cause | Description | Solution |
Overcharge or
Undercharge
| Incorrect sticker practices | The wrong type of sticker was used, or the sticker was applied improperly, causing one of the following scenarios: 1. The fridge did not recognize the sticker when the item was stocked. When the next customer removed it, they were not charged, resulting in an undercharge. 2. The fridge recognized the sticker when the item was stocked. However, because it was applied improperly, it stopped being recognized at some point between transactions or during a transaction. The next time a transaction was completed, the fridge charged that customer for that item, even though they did not take it, resulting in an overcharge. | Follow best practices for applying stickers. Ensure that everyone on your team has taken the launch course. We highly recommend that your team retakes the course every six months. |
Overcharge | Loose stickers | A previous customer removed stickers from a product (Transaction 1). The fridge 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 fridge in the time between transactions or during Transaction 2. This can happen if the loose stickers fall to the bottom of the fridge or come into contact with metal. Both of these scenarios can lead to the fridge registering the loose stickers as products bought during Transaction 2, thereby overcharging this customer. | Address and prevent theft by following the instructions in this article. |
Overcharge | The lock is not engaging properly | Customer 1 opens the fridge to begin a transaction and removes an item. They close the door, but because the deadbolt is not properly aligned, the door does not lock, and the transaction does not end. Customer 2 comes and sees that the fridge door is unlocked and removes items. This time, they close the door, and the door locks, ending the transaction. Customer 1 is now charged for everything Customer 2 took. | Realign the deadbolt and lock plate by following the instructions in this video. |
Undercharge | Expired Item | The FoodSpot system deems all expired items null, so customers are not charged if they remove an expired item. | Remove expired items. You can see the expiry status of all items in your fridge 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 by clicking the link at the top of this page.