Wrong Product from a Vending Machine? What to Report
If a vending machine delivers a different item from the one you selected, keep the product and note what happened. A report that identifies the intended selection and the received item helps the operator investigate more effectively than a message saying only that the machine is wrong.
Record the expected and received products
Note the selection code you used, the product you expected and what arrived. If practical, take a photograph showing the relevant selection label and a separate photograph of the received pack. Keep the wrapper available while the query is being reviewed.
Check the ingredients and allergen information before deciding whether to consume an unexpected item. Do not assume it is equivalent to the intended product just because the packaging looks similar. If it does not meet your requirements, do not eat it.
Identify the machine and transaction
Use the operator’s contact details displayed on the machine. Include the site, machine identifier if visible, approximate purchase time, payment method and amount. These details help distinguish your purchase from other transactions at the same location.
Do not send your full card number or security code. Follow the operator’s normal process for providing a receipt or limited transaction reference if needed. Avoid making repeated purchases to test the fault yourself.
Let the operator check stock and selection mapping
For the operator, compare the physical stock, customer-facing selection code and configured product. Check whether a refill substitution or selection change has left information out of step. A wrong item report does not establish which component caused the issue.
Nayax’s product and inventory guidance includes product maps and machine selection codes. Where that system is used, review the relevant map alongside the actual machine configuration rather than assuming the dashboard alone proves what was loaded.
Confirm the correction before closing the case
The authorised operator should follow the machine supplier’s process to correct the cause and test the affected selection. Record what changed and the result. Check nearby selections if the investigation suggests a wider loading or mapping issue.
Customers should receive a clear response through the operator’s support process, including the outcome of any refund or replacement request. Do not shake the machine or try to open it. A concise record of the event and resolution helps prevent the same mismatch reaching the next customer.
For help planning responsibilities at your site, explore our fully managed vending service or contact our team. Related reading: checking the individual vending stock pack.