Recharge coins

The option of topping up credit can be done through the app. Once registered, we have two options: recharge with card or coins. The first option is done only with the app and, in the second, it is necessary to insert the coins in the machine.

Option 1: With a credit card

1. Access to the chat of the machine you wish to use

2. Click on “wallet” > “top up”

3. Select the amount you wish to charge

4. Add a new card and then choose if you want to save it or to use it only once. If the card is saved, it will not be necessary to re-enter the data for the next reload.

5. Fill in the information about your card

Option 2: With coins (Video)

1. Access to the chat of the machine you wish to use

2. Click on “connect”

3. Insert the coins in the machine

Auto top up 

2. Configure your top up

Get your list of bills 

1. Click on the “Wallet” button and click on “Bills”

Ask for a refund 

A refund can be requested, for example, when the machine has not dispensed the selected product and the user has already paid.

1. Enter in the chat of the wished machine and click on “help”

2. Click on “request a refund” and choose what you want to be reimbursed for

3. Explain (minimum 5 words) why are you requesting a refund

4. Once, from the dashboard, the request has been accepted, the user will receive the following message

Notify mistakes and incidents

1. Click on “Help” and on “Report problem”

2. Select the type of problem and describe the incident

Orain Box Firmware update

1. Click on the Bluetooth icon, or on “Discover”

2. Click on the machine you want from the available ones to update

3. Machine chat opened

4. Click on “Configuration” > “Update FW”

5. Select the corresponding version (stable, last, specific):

• Stable: Version tested and proven

• Last: The previous phase of a version before it becomes stable. It is used to add new features to the stable version and to test that everything is working correctly.

• Specific: Special version for specific machines. They will only appear if a specific need has been previously discussed between Orain and the operator.

If none of these versions are displayed, the firmware is already updated to the latest version and no versions are available.

6. Wait until 100% of the update process is completed

DASHBOARD

Through the dashboard you can analyze all your data, see how your income is evolving and stay in touch with your users, solving problems or having a simple conversation.

Edit my profile 

2. Here you can change everything you wish (the profile picture, the user’s name, the e-mail and the password)

3. To change the profile picture, click on “review” and choose an image from your computer

4. Once we save, we will see how the profile image has changed

Modify my tax data 

2. Click on “add bank account”

3. Fill in all the information about the bank account

• Account nickname: Name of the account
• BIC (SWIFT): It is an alphanumeric series of 8 or 11 digits used to identify the receiving bank when making an international transfer.
• IBAN: Account number

See conditions of my monthly plan 

2. Click on SaaS

3. Here is the current plan directly displayed according to the number of machines you have registered in the dashboard

4. You can click on “SaaS service agreement” for more information

See the data of my machines

1. Login into the system and go to “data” > “machines”

2. Here you can see all the information about your machines, organizing the data according to the filter criteria and accessing the specific information of each of the purchases.

• Filter by machine or location
• Choose data date range
• Filter by revenue or number of sales
• Sort the results
• Download the data (copy, CSV, excel, PDF)

• View the specific information for each of the individual purchases

See the data of my users

1. Login into the system and go to “data” > “users”

2. Here you can see all the information about your users, organizing the data according to the filter criteria and accessing the specific information of each of the purchases.

• Filter by user, machine or location
• Choose data date range
• Sort the results
• Download the data (copy, CSV, excel, PDF)
• View the specific information for each of the individual purchases

See the data of my products

1. Login into the system and go to “data” > “products”

2. Here you can see all the information about your products, organizing the data according to the filter criteria and accessing the specific information of each of the purchases.

• Filter by product, machine or location
• Choose data date range
• Filter by units sold/day or income/day
• Sort the results
• Download the data (copy, CSV, excel, PDF)
• View the specific information for each of the individual purchases

Create a promotion

1. Login into your account and, through the principal menu, access to the section “communication” > “promotions manager”

2. Click on “new promotion”

3. Fill in all the information about the promotion

• Step 1: Promotion information
• Promotion name: This name identifies the promotion and will help you maintain a specific follow up.
• Promotion description: Promotion description. This field is optional and can be used to describe the promotion function.
• Beginning date: Day in which the promotion will be enabled. Starting from the select date at 00:00:00 the promotion will be available for all the selected users.
• End date: Day until which the promotion will be available. From that selected day at 23:59:59 the promotion will not work and will no longer be available to users.
• Time slot: Time slots where the promotion will be active. Activate this option to make the promotion active only at certain time slots each day.
• Step 2: Promotion conditions
• Selection of machines by label: Machine labels selected for the promotion. The promotion you are creating will be applied only to machines with these labels.
• Location selection: Location selected for the promotion. The promotion your are creating will be applied only on locations that interest you. You can apply the promotion in all locations where there are machines or on specific locations.
• Machines selection: Machines selected for the promotion. The promotion you are creating will be applied only to the machines you want. You can apply the promotion to all your machines or to a selected group of machines.
• Product selection: You can create a promotion that applies on all the products or select a few selected products.
• Users’ selection: Users selected for the promotion. The selected users are those entitled to take advantage of the promotion. You can select all users or, if you want the promotion to be available only for a few users, you can select them manually.
• Warning: To select keep in mind that the selected labels are placed on the right, while the unselected ones are on the left.
• Step 3: Promotion actions
• Promotion bonus: Here you can choose the bonus offered to the user you have selected. Either you want to apply a discount, or give a product for free after a certain number of sales, you can do it here.
• Limits for each user: Here you can limit the number of times a user can benefit of the promotion. You can select not to fix a limit or define a specific number of uses.
• Global limit (among all users): quí puedes limitar el número de veces que se utilizará la promoción entre todos tus usuarios.
• Step 4: Confirmation (summary of all the previous fields)

Answer a user 

2. Log in with your company’s account

3. Click on communication and, after that, on customer service

4. Choose your chat

5. Check the message type: Credit/ Technical problem/ Operational/ Demand/ only conversation

6. When you click on the client you can see your chat

7. You can chat with your clients

Solve an incident 

2. Click on “communication” > “customer service”

3. Select the wished chat

4. Select the incident option

5. Select the conversation with the desired user

6. Click on the wished option: “refund” (give the money back), “solved” (the incident has been solved) or “out of service”(the machine is not working now) to end the conversation

Mark a conversation as solved 

2. Clicar en “communication” > “customer service”

3. Select the wished chat

4. Select the simple conversation option

5. Select the conversation with the desired user

6. Click on “close” to end the conversation

Give balance back to a user 

Returning money to a user is an option used when the customer has had a problem using the machine and wants to be reimbursed for the amount spent. A refund can be requested, for example, when the machine has not dispensed the selected product and the user has already paid.

Option 1: Trough the chat

1. Login into the system and in the main page you will see the notifications, indicating that there are some messages unread

2. Click on “communication” > “customer service”

3. Select the wished chat

4. Select the option “refund” and the wished chat

5. Decide if you want to accept or reject

Option 2: Through “management” > “refund”

1. In the profile, click on “management”

2. Go to the option “refund”

3. Here we have two options: Activate the “automatic reimbursement” (all users who ask for a refund will be given their balance back), or select the user who you want to make the refund and write the amount of money that you want to give back to him/her (this reimbursement will be made only once)

Edit machine

1. Go to “configuration” > “machines”

2. Choose the machine you wish to edit and click on edit.

3. Modify the field you wish to change

4. Click on “save”

Multiple sales

This option allows the user to make more than one purchase on the same machine without the application disconnecting it at the end of the purchase of the first product.

There are 2 options to configure the multiple sale, through the dashboard or through the app.

Option 1: Dashboard

1. Login and click on the section “machines”

2. Click on the option “add machine”

3. Select the option “multiple sale”

Option 2: App

1. Inside the chat of the machine wished to use, click on “configuration”

2. Select the option “multiple sales”

3. Click on “save”

Timeout

The timeout is the time from when the user selects the product until the sale is approved. For the proper functioning of the machine, it is recommended that the timeout of the application should always be lower than that of the machine.

There are 2 options to configure the timeout, through the dashboard or through the app.

Option 1: Dashboard

1. Login and click on the section “machines”

2. Click on the option “add machine”

3. Write the wished time in the option “timeout”

Option 2: App

1. Inside the chat of the machine you wish to use, click on “configuration”

2. Write the time wished in the option “timeout”

3. Click on “save”

Related

• Glossary
• Set up and configuration

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