System fails. Customers have already paid. What should the dispenser do?

[Trush Jodie]

I wanted to refill my cooking gas today. I had already made payment for the gas but the gas dispensing machine failed. The staff at the pump was totally confused on what to do. As a supervisor, what options would you give to the pump guy to carry out?

 

[Kera]

It is not supposed to be difficult. They should process a refund for the customer to buy from another place while they fix their systems.

 

[Augusta]

What was confusing them. The easy and simple thing is to make a refund and that's it

 

[magnus2022]

Refund and allow the customer to go to another place and make his purchase. There is nothing that there to worry about.

 

[Min George]

I sense that the gas station would not want the customer to go to a competitor. That's what brought the confusion.

 

[eLdavis]

The easy solution would be to make a refund, but here is where the issue comes in, if you where debited but it shows that the transaction failed in their machine, then you have to go to your bank to complain.

 

[Augusta]

First Acknowledge the Problem:
Assure customers that the issue will be resolved and explain the process for filing a complaint.