I received an "Unscanned Product Charge" email. What does it mean?

Scanning your products directly after taking them keeps your FELFEL fridge's inventory up to date, so we can restock your favourite products the next day. Sometimes a scan is missed. It happens to anyone: you're in a hurry, a colleague calls you, or the scan doesn't go through. This article explains why you received this email and how the amount is calculated.

Why did I receive this email?

Our inventory team reviews cases where a product was taken while the fridge was opened with your account, but no scan was registered and no missed scan was reported to us. In that case, we correct it by adding the product to your account.

This keeps the fridge inventory matching reality. It means you and your colleagues see the right products in the App, and we deliver the right products at the next refill.

How is the amount calculated?

We don't always know exactly which product was taken, but the product category is identifiable. That's why we charge a flat amount based on the average price of that category:

If several products were taken without being scanned, the amounts are added together. The total is booked on your FELFEL account as a "processing fee" and charged with your usual billing.

What is the CHF 20 administrative fee?

From the third missed scan that was not reported, we add an administrative fee of CHF 20. It covers the time our team spends reviewing the inventory and the impact on the fridge's stock planning. Our email always tells you whether this is a first or a repeated occurrence.

The administrative fee is applied in accordance with point 5.1 of our Terms & Conditions.

How can I avoid these charges?

• Scan every product right after taking it, before you log out.
• Report a missed scan yourself. If you forgot to scan or the scan didn't work, let us know via Live Chat and tell us which product you took. We'll add it to your account at its normal price, with no flat amount and no administrative fee. See: I forgot to scan my product. What should I do?
• Check your receipt and transaction history. If receipt emails are turned on on your account settings, you receive a receipt after each purchase by email. It's your proof that the product was registered. You can turn them on anytime, see What email notifications can I set?
  Whatever your settings, you can always check each purchase in your transaction history in the app or on my.felfel.ch.

I think there's a mistake. What can I do?

If you believe the charge isn't correct (for example, you scanned everything or you weren't at the office that day), simply reply to the original email from our inventory team. We always send an email to inform you about a missed scan, so if you can't find it, please check your spam folder.