Ticket gate eating the pass

Hi,

I've heard of at least one case of the ticket gates eating the JR pass (last time I did the pass it was still the older style where you showed the pass at the gates)

What would be the process if the auto ticket gate eats the JR pass?

The case I heard of the staff were unable to recover the JR pass and the customers were denied a new pass. What are our options if this were to happen?

Thanks,