n the cashless transaction system, when a vend fails, the system automatically generates a refund record to ensure the user's funds are correctly returned. In such cases, three related transaction records typically appear:

  1. Normal Vend Record

    • This record displays the product name, price, service fee, and other transaction details.

    • Even if the transaction fails, this record will still be generated.

  2. VEND FAIL REFUND Record

    • This record indicates that due to the vend failure, the system has automatically triggered the refund process.

    • The product name appears as "VEND FAIL REFUND xxxx," where xxxx represents the original vend transaction ID.

    • The refund amount usually equals the original transaction amount.

    • The price and service fee will be recorded as negative values to balance out the normal vend record.

  3. REFUND FEE Record

    • The product name follows the format "REFUND FEE xxxx," where xxxx is the original vend transaction ID.

    • Since both the original transaction and the refund are considered separate requests by the banking system, a fee is charged for each request.

    • The system incurs a 20c processing fee, which is recorded in this transaction.

 

Why Does VEND FAIL Occur?

This issue typically arises on vending machines with the Sure Vend feature enabled. Sure Vend ensures successful product delivery by using a drop sensor at the bottom to detect whether the product has dropped. If no product drop is detected, the system determines the vend as failed and triggers a refund. Common causes include:

  1. Empty Product Coil

    • The selected coil is out of stock, preventing the machine from dispensing the product.

  2. Product Jammed and Not Dropping

    • The product may be stuck due to its size, packaging, or mechanical issues, preventing it from falling properly.

    • If the product is too light or too small, the drop sensor may not detect it, leading the system to assume that the product did not drop, even if it actually did.

  3. Vending Machine Mainboard or Drop Sensor Malfunction

    • If the mainboard is faulty or the drop sensor is defective, the system may incorrectly determine that the product has not dropped, even if it has.

How to Resolve This Issue?

  1. Restock Products Promptly

    • Ensure that all coils have sufficient inventory to reduce vend failures due to empty coils.

  2. Check for Jammed Products

    • Regularly inspect the dispensing path and clear any stuck products to ensure smooth delivery.

  3. Inspect and Replace Faulty Components

    • If neither stock levels nor product jams are the issue, check the vending machine's mainboard and drop sensor, and replace any faulty components.

  4. Temporarily Disable Sure Vend (Not Recommended)

    • Disabling Sure Vend can prevent VEND FAIL REFUND records from appearing.

    • However, doing so may result in customers paying but not receiving their product, as the system will assume the transaction was successful and will not trigger a refund.

Conclusion

When a cashless transaction fails, the system automatically initiates a refund. Since the banking system processes refunds as separate requests, an additional transaction is recorded as "REFUND FEE xxxx" to reflect the 20c processing fee. Additionally, vending failures on machines with Sure Vend enabled may be caused by empty coils, jammed products, or sensor malfunctions. To prevent such issues, regular inventory checks, proper product dispensing, and maintenance of vending machine components are necessary.