Purpose

This article answers frequently asked questions for the PicoCooler Vision.
 

FAQ

General Questions

1. How do customers purchase items from this device?
   Customers can purchase items from the PicoCooler Vision by unlocking the device, taking their items, and walking away. 
   The device doors are unlocked by either using a credit or debit card, or by scanning the QR code within the 365Pay app. When they remove their items, a series of cameras use Artificial Intelligence (AI) to determine which items were taken. After the doors are closed, the customer's account is charged the proper amount. 
    
2. Do customers need to scan the products on the PicoCooler Vision device?
   No: the customer does not scan any product on the PicoCooler Vision Device.
    
3. How does the machine know what was selected?
   The PicoCooler Vision device uses a series of five cameras and AI machine learning to determine what items were taken by the customer. 
    
4. What types of products can be sold with this technology?
   The items that are best recognized by the AI recognition software are prepackaged, shelf stable foods, such as those found in our vending machines and Micromarkets. These items provide the best experience for consumers. Fresh foods and items without a barcode are not currently supported. 
   For more information, please see the article PicoCooler Vision - Best Practices for Item Selection.
    

AI and Planogram Questions

1. Why is it important to have an accurate Planogram/ schema for the PicoCooler Vision?
    A planogram serves multiple functions, such as:
   • Limiting the number of products the AI needs to check against to make a successful prediction
     • Instead of comparing against all the hundreds or thousands of products an Operator may sell, the PicoCooler Vision only needs to determine which of a few items the product might be. 
   • Providing correct image and placement assistance for the AI and potential human if human intervention is needed.
      
2. What happens if the items in the device are not placed according to the planogram?
   Accuracy is greatly improved when the stock matches the planogram, as it allows the AI to search through its database of items more quickly. This also assists the manual reviewer in determining which items were taken if the AI confidence is low. However, the AI will do its best to determine an item regardless of its location. 
    
3. How does the machine learn new products? How many transactions are required before the machine can detect products autonomously?
   The machine learns new products from actual customer transactions. Around 100 transactions are required where an item is taken before full training is complete.
    
4. How does PicoCooler Vision use the pictures that we upload to PicoCooler Vision site? 
   The 'product' or 'item' pictures are required for both the computer vision and human reviewer capabilities and recognition accuracy.
    
5. What are the specifications for an image in the planogram?
   The image size must be less than 7MB, and the image formats that are accepted are jpg/jpeg, gif, and png.
    
6. How do I set up my planogram?
   Please visit the PicoCooler Vision - Operator Guide for information on the domestic planogram process.
    

Payment Questions

1. What is a Pre-Authorization (Pre-Auth)? 
   A pre-authorization (or “pre-auth”) is a temporary hold placed on a customer’s card before they access a cooler or cabinet. It verifies that the card is valid and that sufficient funds are available to support a purchase.
    
2. Why is a Pre-Auth important? 
   Pre-auth helps protect operators in unattended environments by confirming the customer has a valid payment method, ensuring funds are available before access is granted, and reducing the risk of declined or unpaid transactions.
    
3. What happens during a purchase?
   The customer is shown the pre-auth amount on the screen and presents their card. If approved, a temporary hold is placed and the unit unlocks. The customer selects items and closes the door. The final purchase total is calculated and submitted, and the temporary hold is adjusted to match the final amount.
    
4. Does my device come with a pre-auth amount set?
   Yes: All 365 controlled-access devices default to a $10.00 pre-auth (or local currency equivalent). Operators can adjust this at any time in ADM, and it is recommended to review it regularly based on sales patterns.
    
5. How should I set my Pre-Auth amount? 
   A good pre-auth amount should cover most typical transactions and include a small buffer above average spend. A recommended approach is to take your average item price, multiply by two, and round up to the nearest $5. For example, if the average price is $3.25, multiply by two to get $6.50 and round up to $10.00.
    
6. What happens if the Pre-Auth is set too low or too high?
   If set too low, some higher-value transactions may not fully complete and operators may be responsible for any difference. If set too high, customers may see larger temporary holds on their card, and multiple visits in a short time may increase visible holds. Finding the right balance improves both customer experience and operator protection.
    
7. Can I set the Pre-Auth to $0?
   No: The minimum pre-auth is $1.00. A pre-auth is required to verify the card and reduce fraud risk.
    
8. What does the customer see on their bank statement?
   The pre-auth typically appears shortly after the card is used and may show as a pending or authorization charge. The final charge reflects the actual purchase amount and is sent after the transaction is completed. The issuing bank removes or updates the hold, and timing varies by bank.
    
9. What happens if a customer doesn’t take any items?
   Only the pre-auth hold will appear temporarily. No final charge will be posted, and the hold will be released by the customer’s bank.
    
10. What happens if a customer makes multiple purchases?
    Each visit may create a separate pre-auth hold, and each completed purchase results in a separate final charge.
     
11. Can a customer be charged more than the Pre-Auth amount?
    Yes: If the final purchase total is higher than the initial pre-auth, the system will attempt to process the full purchase amount. The outcome depends on the card issuer, card type, and available funds. Setting an appropriate pre-auth amount helps ensure smooth transactions.
     
12. What if a customer spends more than what is available on their card?
    Transaction outcomes can vary depending on the card issuer and payment method. In general, the system will attempt to process the full purchase amount. If the full amount cannot be supported, the transaction may be adjusted based on what the issuer allows. Operators are responsible for selecting an appropriate pre-auth level to minimize this risk.
     
13. Do gift cards work?
    Yes: Gift cards are supported in the same manner as credit and debit cards...subject to available balance.
     
14. Will customers receive a receipt?
    Yes: Customers receive a digital receipt via email, typically within 5–10 minutes after completing a transaction.
     
15. What merchant name appears on the statement?
    This varies by global region.  In the US, Canada and Mexico, consumers will see "365 Markets" or "365 Retail". In other countries, the merchant name will match the operator's name.
     

Key Takeaways for Operators 
Set your pre-auth carefully, as it directly impacts both risk and customer experience. Most transactions complete smoothly when pre-auth aligns with typical spend. Temporary holds are normal and controlled by the customer’s bank. 365 continuously monitors and manages payment performance across the platform.
 

Device Management 

1. What does the operator use to manage the PicoCooler Vision from?
   The management tools for this device are:
   • 365Ops app - allows operators to take front facing market photos
   • ADM - planogram and market photo management 
      
2. Can an operator set up a new PicoCooler Vision in their VMS system? 
   Yes: an operator can set up a new PicoCooler Vision in an existing VMS system. 
    
3.  Can the device be reprovisioned / self provisioned?
   PicoCooler Vision cannot be self-provisioned. The deployment request form will need to be filled out to ensure everything is set up and functioning correctly.
    

Connectivity Questions

1. How does the PicoCooler Vision connect to the internet?
   PicoCooler Visions will receive internet through OptConnect Neo devices, which are inside the PicoCooler Vision unit.
    
2. What happens if the PicoCooler Vision is offline?
   Transactions are not available if the PicoCooler Vision is in offline mode. If a user attempts to present a payment form to begin shopping, the cabinet will not unlock.
    

Hardware Questions

1. Where do I locate my store ID?
   The store ID is located on the back of the cooler. There you will find a sticker with a barcode and the external ID. 
    
2. How does an operator activate restocking mode to avoid a Health Safety lockout?
   1. The technician logs into the Exit screen with their driver PIN.
   2. They select Service Mode.
   3. They can set the cooler to "restocking" mode from the cooler itself.
      
      This will then unlock the cooler and enter it into restocking mode. The Health Safety Lockout will be delayed for a designated amount of time to avoid gaps in service when the cooler has been restocked.
      Learn more information by reading the article PicoCooler Restocking Mode.
       
3. Does the Pico integrate with the Health Safety Lock on the cooler?
   Yes: If the cooler rises above the set threshold, the Health Safety Lock will be put in place. This will prevent consumers from opening the cooler until an operator arrives onsite to override the lockout and verify that the products are still safe for consumption.
    
4. How does the operator override a Health Safety Lockout?
   The operator must verify that they have checked the items for spoilage and then override the lockout from the cooler itself. If the operator does not know how to do this, they will need to contact the cooler manufacturer for instructions.

5. How do I access the cooler's controller panel?
   On a PicoCooler Vision, the panel is located on the front of the cooler in the bottom-right corner. To access these buttons, slide the spring-loaded protective cover to the left.

   
6. How do I unlock the Cooler?
   The PicoCooler Vision can be unlocked via several methods - physical key, the 365Ops application, or the manufacturer's built in unlocking key combination. For more information regarding these methods please reference the article Due North (MinusForty) - Unlocking Coolers using the Temperature Controller.
    
7. Are there going to be retrofitting options to convert a PicoCooler to a PicoCooler Vision?
   No: the hardware between previous cooler units are not the same as the PicoCooler Vision, and would not be compatible for retrofitting.

Please see the article PicoCooler Vision - Troubleshooting Guide for further hardware information.