ZHZN shopper use and support

New to this? Words explained

Order reference: The number support uses to find your purchase.
Payment authorization: Payment approval or a temporary hold; not proof of delivery.
Refund initiated: The refund process has started; money may not have returned yet.
Unknown outcome: The original purchase still needs investigation.

Open the illustrated installation atlas and cabinet checklist.

Choose, pay once by QR or card, then collect the expected product.

Instructional illustration; screens and device details vary. Follow the exact steps and approved release record below.

For shoppers and the operator helping them. The customer uses the vending machine's touchscreen and, for Scan & Pay, their own phone. They do not need to install Operator X or enter an Android/admin PIN to buy a product.

The screens and payment choices depend on what this cabinet has enabled. Instructions below apply only when that choice is shown and commissioned. The operator acceptance checks at the end distinguish what the current software supports from what still needs verification on the real cabinet.

Buy a product

Wake the screen or tap the storefront if an attract/ad screen is showing. Confirm you are at the cabinet you intend to buy from.
Browse available products and select the desired item or lane. Check the name, displayed price, currency and quantity before confirming. An empty, faulted or unavailable lane is not a promise that a product can be delivered.
Follow any eligibility/age-verification step shown for the selection. Do not switch to another payment route to bypass a required check.
Choose one of the payment methods shown. Follow the instructions below for Scan & Pay or the fitted card reader. Do not start a second purchase while the first payment or dispense is still unresolved.
Wait at this cabinet for the delivery result. A payment confirmation means the payment was processed; it does not by itself prove the product dropped.
When the product is delivered, collect it from the pickup compartment. Check the item/quantity. Keep the order confirmation until you have it. Do not reach into the mechanism or shake the cabinet if a product is stuck.

On the hosted storefront, opening product details does not add it to the cart. Use Pay now for checkout, or Add to cart for multiple selections. Open the floating cart and use +, − or × to adjust/remove selections, then review the total and tap Pay. If a cart already exists, Pay now adds that selection to it and opens the combined cart. Payment routes can limit the basket. A machine using QR authorization followed by capture after delivery currently requires one product and one unit at a time; remove other products and set quantity to one if asked. The local card route accepts one product and one unit per purchase. Review the quantity and the checkout message before paying.

The storefront, stock and prices can update while the machine is online. If a price changes before payment, review the current checkout total rather than relying on an earlier product tile or advertisement.

Scan & Pay with a phone

Select the product and choose the displayed Scan & Pay/QR option.
Scan that purchase's payment QR with your phone camera and open its payment page. Check the item, quantity and total on the page before paying.
Complete any displayed age check first. Follow the payment page to finish payment once; available payment methods are the ones shown there.
Keep the confirmation/order reference. Wait for this machine to show the delivery result and collect the product.

Where a commissioned QR route supports multiple product lines, follow each item's delivery state: Dropping now, Up next, Dropped, or failed/refunding. Collect products that actually arrived even if another line failed, and report the missing line against the same order. A partial delivery is not a reason to pay for the whole cart again. New multi-product or multi-unit checkouts are refused before payment on the capture-after-delivery QR routes. An older shared authorization with an incomplete cart requires operator reconciliation of the whole payment.

Use the payment QR for this order. A printed machine-identification QR, a power-bank door QR, an advertisement or a rewards QR can lead somewhere else. If the order expires or checkout cannot be reached, do not pay an old QR later. If you already authorized payment, check its outcome before starting again. QR checkout needs network access on the relevant device and payment service; a working camera alone is not enough.

Pay with the card reader

Select the item and choose the displayed card option if one is available.
Wait for the fitted reader to be ready and show the requested amount or payment instruction. Check it agrees with the checkout.
Tap the card/phone, or use the method the physical reader asks for, once.
Follow the reader and kiosk messages through authorization and delivery. Collect the item only when it reaches the pickup compartment.

A powered or cellular-connected reader is not proof that a purchase is ready. If it does not request a payment or the amount is wrong, stop and contact the operator. Do not keep tapping to try to make the motor run. A card-authorized message or a bank notification is not a receipt for a successful physical vend.

Some cabinets route restricted products through Scan & Pay for verification. Use the route shown; do not assume the reader can perform that check itself.

Cancel, change your mind, or leave the machine

Before starting the reader, return to selection using the controls offered by the screen. On the offline screen, review the confirmation and choose Cancel before confirming card payment. Once the reader is armed, the kiosk hides Cancel and keeps that purchase open until its result is known. If you decide not to tap, wait for the reader's result; do not start another purchase.

Cancel/Back on the screen is not proof that an in-progress card session or payment was reversed. If you have already tapped or authorized payment, keep the order reference and wait for its outcome. A timeout or screen refresh also does not establish that no money moved. Check the pickup compartment and contact the operator if the result is unclear before paying again.

If you leave after paying, another person may be near the pickup compartment when the product drops. Stay at the machine until the result is known whenever possible. A lost response or timeout shows a checking/unknown state while the app checks the original reader session; it does not submit another payment. Operators should investigate a late delivery using the original order, not trigger another vend merely because the first screen disappeared.

Understand the result

What the shopper sees	What to do
Waiting for payment / pending	Follow the current payment prompt, or leave it unpaid. If you already paid, wait and check the original order rather than starting another.
Paid / vending / processing	Stay at the cabinet and wait for delivery. Avoid repeat taps and another checkout.
Delivered / success	Check and collect the product. Report a missing or incorrect item with the same order reference.
Failed / product did not drop	Check the pickup compartment, keep the reference and contact support. A refund may require operator action.
Refunded / refund initiated	Keep the confirmation. The operator/payment provider can confirm progress; the time until a bank shows the money is not promised by the vending screen.
Cancelled / expired	If no payment was authorized, start a fresh purchase when ready. If a charge appears, have support check the original order.
No result / timeout / screen changed	Treat the outcome as unknown. Check the tray and request an order lookup before retrying payment.

A return to the product grid is not itself a success, cancellation or refund receipt. Text that confidently describes a timeout cannot replace the actual payment and dispense records.

If the screen says an earlier payment request is still being confirmed, keep the same cart and ask support to check it. The screen can safely retry its saved request, but starting a different cart or clearing the app does not resolve an unknown payment. A failed delivery message is not proof that a refund has completed; keep the order reference until support or the payment provider confirms the return.

No internet or limited-service screen

The Android app can show a cached offline product screen when the hosted storefront cannot be reached. This is limited service, not every feature working offline. Product information may be the last successfully downloaded planogram.

Scan & Pay requires network access and may be unavailable.
Card purchase is available only if the cabinet's configured reader/local payment path and fresh cached catalog support it. The catalog must explicitly allow offline card sales and provide the price, currency and available stock. Missing, expired or invalid-time cache information blocks purchase.
Offline sale accepts one product and one unit, not the hosted cart, QR, voice, rewards or age-verification controls. With no reader or cached goods it can show Temporarily unavailable.
Products or machine policies requiring age verification cannot be purchased offline. Reconnect and use the commissioned verification route.
The app holds the unit in local stock after approval and before commanding the motor. A restart does not make that held unit available again. Operators must reconcile failed or unresolved attempts before releasing held stock.
Online and remote vends also close the offline catalog until successful reports and fresh inventory arrive. A failed or unresolved attempt can keep offline products unavailable until the operator counts and reconciles stock.
When the motor finishes but no drop was witnessed, the accepted report and fresh server inventory can restore catalog availability. This does not prove you received the product: check the tray and contact the operator about a missing item or uncertain payment. Do not start a replacement purchase.
When the internet returns during a payment, the app keeps that purchase on screen and waits for its outcome before restoring the hosted storefront.
Do not tap again because connectivity returned, the screen changed, or a status message stopped updating. The first payment may still be processing.
If the cabinet is unable to finish safely, use another machine and retain the original order information for support if payment was attempted.

Optional experiences

Use only the features advertised on this particular cabinet:

Feature	Shopper guidance
Age verification	Follow the phone verification flow presented for eligible products. A declined, incomplete or unavailable check does not grant purchase eligibility.
Voice assistance	Use Talk to shop / Speak when available, check the heard selection/cart, and finish the normal payment. Close × to stop the panel; touchscreen purchase remains available.
Photobooth	When shown, choose a look and One/Two/Four photos, face the camera and use Pose. Review the result. Tap Again to retake, or scan Scan to keep to open/save it on your phone. Then tap Keep or Close to finish. Follow any separate payment prompts. Make print does not prove a physical printer is fitted; print delivery needs separate commissioning.
Rewards/promotions	Use Redeem a code, enter/apply the code and choose an eligible product when offered. Follow the offer's terms. A success animation or code is not proof of physical delivery; retain the reference and check the tray.
Arcade / Fortune Teller	If the tile is enabled, open it, scan its displayed QR and follow the phone instructions. Arcade can use the phone as controller. These experiences need separate commissioning and do not automatically promise a vending reward.
Advertisements	An ad, QR or promoted price is not necessarily the checkout for the selected vending item. Review the actual purchase page.
Power-bank sharing	Use the attached unit's rental/return instructions and door QR. It is a separate service from collecting a vending product.

Contact support

Use the operator contact displayed on the cabinet or its support label. Provide:

Machine/plate serial and venue.
Product/lane, quantity and displayed amount/currency.
Approximate purchase time and the order/reference number, if shown.
Payment method and what the kiosk/reader said.
Whether anything dropped, whether it was the wrong item, and whether you received a payment/refund confirmation.

A photo of the error/order reference can help. Do not send an admin PIN, full card number, security code, bank password or identity-document image to the operator's general support channel. Use the payment/verification provider's own secure flow when requested there.

The current storefront does not establish a universal in-app support button. The operator must provide a readable physical support contact and cabinet identifier before making the cabinet public.

Operator response to a shopper problem

Find the original order for the same cabinet/time, and compare payment, dispense/report and inventory records. Ask whether an item is physically in the pickup compartment.
Separate unpaid, payment pending, paid but unreported, delivered, failed and refund states. A missing report during an outage is different from a confirmed failed vend.
Do not create a second sale or manually dispense until the first outcome and any pending motor command have been resolved. Do not promise that retrying the card reader cancels the original charge.
Follow the payment rail's supported refund process and record the result. Hosted QR failure handling can request a refund; captured reader payments can require operator reconciliation. Neither a refund flag nor a failed dispense alone proves the shopper's bank has received a refund.
Correct physical stock and the aisle record when a confirmed test or replacement product is dispensed. Repair or mark a failing lane unavailable through the supported machine controls before selling from it again.
Give the shopper a clear outcome and reference. If the cabinet cannot price, charge or dispense reliably, hold further use while investigating.

Shopper acceptance tests before public use

Run these on the exact release, cabinet, reader and configuration being shipped. Use approved test transactions and record the original order/payment/dispense references. Do not mark a scenario passed because a screen or emulator looked correct.

Scenario	Evidence needed
Every stocked lane	Correct label/price and exactly the selected physical lane/item; test first and last lane and each fitted mechanism.
Price and quantity	Displayed total equals reader/provider authorization and operator order; verify the actual currency, including any configured non-two-decimal currency.
One QR purchase	Payment, one queued action, one physical delivery, correct final order and stock.
One card purchase	Reader readiness, correct amount, one authorization, delivery and settlement.
Repeated tap/refresh/payment callback	No second charge or duplicate physical delivery for one order.
Cancel before tap and late tap	No unintentional payment or later delivery inherited by the next shopper.
Declined payment / expired QR / abandoned order	No paid delivery and no misleading success.
Jam, sold-out or missing drop	Accurate outcome, stopped/unavailable lane where appropriate, and verified refund/reconciliation handling.
Connectivity loss before/after payment	No duplicate vend; reports recover; original order becomes understandable to shopper/support.
Network returns during offline card purchase	Payment result remains traceable; UI change does not invite duplicate payment.
Required age verification	Cannot purchase through another route, including offline, without the configured required check.
Permissions/optional features	Denial and absent hardware fail clearly; a demo does not certify a paid photo, print or rental service.
Usability/support	Readable prices/status, usable touch targets, adequate lighting/audio, clear pickup directions and support contact.
Next shopper	Prior cart/payment/photo/session is not exposed or mistaken for the next purchase.

Release and payment limits

These instructions describe the corrected source candidate. Verify the installed APK and hosted backend versions before using them as a release sign-off. A local debug build, passing software tests or an online downloads page does not certify the APK already running at a venue.

The local reader uses the order's currency and minor-unit exponent and refuses a known reader mismatch before starting payment. Legacy MDB readers that advertise only a country code still require physical currency verification. The Spark cloud trigger currently supports USD only. Stripe QR rejects unsupported three/four-decimal currencies and UYI; ISK and UGX use the provider's whole-unit rules. Available countries, merchant settlement, language, accessibility and refund behavior must be accepted for each deployment profile.

An uncertain reader session remains held for operator investigation. Older APKs without the session-status endpoint cannot automatically recover that screen. Do not reload, clear app data or initiate a replacement sale to make it disappear. Native reader capture/release acknowledgement, power loss during delivery and actual bank settlement still require evidence from the fitted reader and payment provider. Record unresolved scenarios; do not mark them passed based on the UI.

Related: Android operation, Manufacturer sign-off, Factory-to-operator handover. For daily work and larger deployments, use Fleet operations and release.

ZHZN shopper use, payment problems and support

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