A purchase or receipt is missing. What should I do?

You took a product from the FELFEL fridge, but you can't find the purchase in your transaction history or you didn't receive a receipt by email? Here are the most common reasons and what to do in each case.

1. The scan was not registered

If the product wasn't scanned, or the scan didn't go through, the purchase isn't registered on your account. This can happen if you were in a hurry or if the screen didn't confirm the scan.

What to do: report it to us so we can add the product to your account. See: I forgot or couldn't scan my product. What should I do?

2. The fridge is temporarily offline

Sometimes, a fridge temporarily loses its connection. Our team is notified and works to restore it as quickly as possible. You can still buy products as usual, but your purchases will only appear in your account once the fridge is back online.

What to do: wait a few hours. Your purchase and receipt will appear automatically once the connection is restored. If the purchase still doesn't appear after 3 days, please contact us via the Live Chat option on our website, with the date, time and location of your purchase.

3. Purchase confirmation emails are switched off

If your purchase appears in your transaction history but you didn't receive a receipt, your purchase confirmation emails may be switched off in your account settings.

What to do: you can switch them back on at any time. See: What email notifications can I set?

Whatever your settings, you can always check all your purchases in your transaction history in the App or on my.felfel.ch.