A promotion or discount wasn't applied. What should I do?

Step 1: Check the price on the fridge screen

After badging in and scanning your product, check the price shown on the fridge screen. If the discount is shown there, it will be applied to your purchase.

Step 2: The discount isn't shown? Possible reasons

Reason 1: The product isn't part of the promotion

Each deal has its own conditions, such as which products are included, the days and times it runs, and how it combines with other deals. Check the article for your deal to see whether your purchase qualifies:

• See: What's the Happy Hour and how does it work?
• See: What is the Combo 3-for-2?
• See: How does the FELFEL Loyalty Program work?
• See: My physical voucher or prepaid card isn't working. How can I redeem it?

Reason 2: The fridge is temporarily offline

When the fridge has no connection, its data isn't synced. The promotion can't be applied at that moment, and your purchase won't appear in your FELFEL account right away. Once the fridge is back online, your purchase will appear with the promotion applied. Please check your account again in a few hours. If your purchase or the discount still doesn't appear, contact us (see step 3).

Step 3: Still unsure? Contact us

If you believe the discount should have been applied, open the Live Chat on our website and choose the request type "Payment/Billing". Please share:

• which product you bought and when;
• which promotion you expected (e.g. Happy Hour, Combo 3-for-2);
• if possible, a screenshot of your receipt.