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    • Loader89
    • By Loader89 7th Jul 17, 9:53 PM
    • 2Posts
    • 1Thanks
    Loader89
    Declined receipts
    • #1
    • 7th Jul 17, 9:53 PM
    Declined receipts 7th Jul 17 at 9:53 PM
    Hi, I tried searching the forums and couldn't find the relevant information already.

    Basically, is it a requirement for a company to give a declined receipt or show proof that a transaction did not go through?

    I paid at a KFC drive through with a contactless card and it said approved and the assistant said ok next window. When I get there im told in fact it had not gone through and he expected me to pay again. When I asked for my declined receipt he said there isn't one and I just need to pay again.

    At this stage I've had enough so I ask for the manager while I'm logging on to my banking app. The money is shown as taken. The manager sticks to they dot have to give me a declined receipt, and when I go to show him the money has left he gets aggressive and demands I move the car or he's calling the police.

    So now I'm at a situation where the money hs been taken, they are refusing me a receipt or food.

    So I guess its a two part question, 1) is it a legal requirement to give declined receipt (as I was under the belief it was) and 2) what can I do now other than complain to their head office which are pretty useless at dealing with complaints.
Page 1
    • LilElvis
    • By LilElvis 7th Jul 17, 10:00 PM
    • 3,168 Posts
    • 8,784 Thanks
    LilElvis
    • #2
    • 7th Jul 17, 10:00 PM
    • #2
    • 7th Jul 17, 10:00 PM
    Contact your bank and explain to them what happened.

    I don't use a contactless card so I don't know whether you would expect to receive a "declined" receipt but I always do with my credit card.
    • hollydays
    • By hollydays 7th Jul 17, 10:04 PM
    • 15,523 Posts
    • 11,313 Thanks
    hollydays
    • #3
    • 7th Jul 17, 10:04 PM
    • #3
    • 7th Jul 17, 10:04 PM
    Hi, I tried searching the forums and couldn't find the relevant information already.

    Basically, is it a requirement for a company to give a declined receipt or show proof that a transaction did not go through?

    I paid at a KFC drive through with a contactless card and it said approved and the assistant said ok next window. When I get there im told in fact it had not gone through and he expected me to pay again. When I asked for my declined receipt he said there isn't one and I just need to pay again.

    At this stage I've had enough so I ask for the manager while I'm logging on to my banking app. The money is shown as taken. The manager sticks to they dot have to give me a declined receipt, and when I go to show him the money has left he gets aggressive and demands I move the car or he's calling the police.

    So now I'm at a situation where the money hs been taken, they are refusing me a receipt or food.

    So I guess its a two part question, 1) is it a legal requirement to give declined receipt (as I was under the belief it was) and 2) what can I do now other than complain to their head office which are pretty useless at dealing with complaints.
    Originally posted by Loader89
    They took your money and gave you nothing and you just left?
    • photome
    • By photome 7th Jul 17, 10:08 PM
    • 12,770 Posts
    • 8,247 Thanks
    photome
    • #4
    • 7th Jul 17, 10:08 PM
    • #4
    • 7th Jul 17, 10:08 PM
    I don't think it's a legal requirement to give a declined receipt, I also didn't think a contactless transaction showed up as debited straight away, i.e. In your case in minutes, I thought it took a day or so
    • Loader89
    • By Loader89 7th Jul 17, 10:14 PM
    • 2 Posts
    • 1 Thanks
    Loader89
    • #5
    • 7th Jul 17, 10:14 PM
    • #5
    • 7th Jul 17, 10:14 PM
    I did contact the bank who advised the money had actually left the account. They also said without a receipt to say it should be declined they cant attempt to claw it back. With KFC being adamant they have no receipt to give and being hostile towards me, I don't know where I stand.
    • dj1471
    • By dj1471 8th Jul 17, 1:19 AM
    • 907 Posts
    • 602 Thanks
    dj1471
    • #6
    • 8th Jul 17, 1:19 AM
    • #6
    • 8th Jul 17, 1:19 AM
    If you are actually charged (i.e. the purchase appears on online banking, not just as a pending transaction) then request a chargeback from your bank, no receipt is needed simply say that you didn't receive your purchase.

    As has been pointed out contactless transactions usually take a few days to be debited. Based on the advice your bank gave about disputing the transaction I wouldn't trust anything they told you.

    Even if you had ended up paying twice it isn't the end of the world, you can simply request a chargeback for the duplicate transaction - I've done this myself.

    If your bank refuse to do anything then raise a complaint.
    • Fosterdog
    • By Fosterdog 8th Jul 17, 6:52 AM
    • 3,347 Posts
    • 5,725 Thanks
    Fosterdog
    • #7
    • 8th Jul 17, 6:52 AM
    • #7
    • 8th Jul 17, 6:52 AM
    I had the same thing happen once at a different fast food drive through, when they said it hadn't gone through it was showing as debited to me but not on their end, instead of getting angry and causing a scene I accepted their apology and redid the transaction. Mine was only for around £3 so not a huge deal if it took a few days to clear, and it did clear back to the account within a few days as it had only been ringfenced.

    I also didn't get a declined receipt, but wasn't too worried as where I work uses the same pin pad systems and that doesn't give declined receipts either. As the transaction never completed the system doesn't generate a receipt. Considered going there is no law saying you have to be provided with a receipt at all there's not going to be one to say that a receipt has to be provided for a declined transaction.
    • neilmcl
    • By neilmcl 8th Jul 17, 10:03 AM
    • 10,229 Posts
    • 7,152 Thanks
    neilmcl
    • #8
    • 8th Jul 17, 10:03 AM
    • #8
    • 8th Jul 17, 10:03 AM
    I did contact the bank who advised the money had actually left the account. They also said without a receipt to say it should be declined they cant attempt to claw it back. With KFC being adamant they have no receipt to give and being hostile towards me, I don't know where I stand.
    Originally posted by Loader89
    Why did you leave? Surely the sensible thing to do was to park up and go into KFC and show the manager that the funds were taken. I'm guessing there's more to this.
    • naedanger
    • By naedanger 8th Jul 17, 10:15 AM
    • 2,191 Posts
    • 1,772 Thanks
    naedanger
    • #9
    • 8th Jul 17, 10:15 AM
    • #9
    • 8th Jul 17, 10:15 AM
    I did contact the bank who advised the money had actually left the account. They also said without a receipt to say it should be declined they cant attempt to claw it back. With KFC being adamant they have no receipt to give and being hostile towards me, I don't know where I stand.
    Originally posted by Loader89
    I don't believe there is any legal requirement for KFC to give a receipt in the situation although I think they should have done so as a matter of common decency (even is it was a handwritten note from the teller or manager).

    If you haven't got your money back yet then I suggest you complain to your bank. Your complaint should be that the failure of their system to give you a receipt automatically in this circumstance has led to your loss as you cannot now get a refund. I suspect they may agree to your complaint before the matter gets to the Financial Ombudsman Service (which is the last step in the complaint process).
    • angryparcel
    • By angryparcel 8th Jul 17, 12:21 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    No law to say you have to be given a receipt of any kind (failed or approved transaction), but if you request a receipt then they MUST provide you with one
    • photome
    • By photome 8th Jul 17, 12:26 PM
    • 12,770 Posts
    • 8,247 Thanks
    photome
    No law to say you have to be given a receipt of any kind (failed or approved transaction), but if you request a receipt then they MUST provide you with one
    Originally posted by angryparcel
    MUST ? even a declined receipt.

    what if the contacless terminal is remote, who do you request ,and if the transaction has been declined (for any number of reasons) there may not be a record of it
    • Tigsteroonie
    • By Tigsteroonie 8th Jul 17, 12:34 PM
    • 22,547 Posts
    • 56,175 Thanks
    Tigsteroonie
    Why did you leave? Surely the sensible thing to do was to park up and go into KFC and show the manager that the funds were taken. I'm guessing there's more to this.
    Originally posted by neilmcl
    2) what can I do now other than complain to their head office which are pretty useless at dealing with complaints.
    Originally posted by Loader89
    Serial complainer?
    Going to become Mrs Marleyboy for real

    MSE: many of the benefits of a helpful family, without disadvantages like having to compete for the tv remote

    Proud Parents to an Au-some son
    • angryparcel
    • By angryparcel 8th Jul 17, 12:35 PM
    • 910 Posts
    • 520 Thanks
    angryparcel
    MUST ? even a declined receipt.

    what if the contacless terminal is remote, who do you request ,and if the transaction has been declined (for any number of reasons) there may not be a record of it
    Originally posted by photome
    even a declined transaction produces a failed transaction receipt. Any retailer MUST give you a receipt is requested.
    No law saying a retailer has to give a receipt, but they must provide one if requested.
    • photome
    • By photome 8th Jul 17, 12:54 PM
    • 12,770 Posts
    • 8,247 Thanks
    photome
    even a declined transaction produces a failed transaction receipt. Any retailer MUST give you a receipt is requested.
    No law saying a retailer has to give a receipt, but they must provide one if requested.
    Originally posted by angryparcel
    I am not convinced and just because you use MUST doesnt make it so.

    in my example of a remote contacless pad where the retailer may not be in the same place and the transacation has failed, maybe due to loss of a wi fi signal, therefore there will be no receipt generated.

    there will be other examples.

    how does your MUST work in these circumstances
    • powerful_Rogue
    • By powerful_Rogue 8th Jul 17, 1:19 PM
    • 3,300 Posts
    • 4,790 Thanks
    powerful_Rogue
    even a declined transaction produces a failed transaction receipt. Any retailer MUST give you a receipt is requested.
    No law saying a retailer has to give a receipt, but they must provide one if requested.
    Originally posted by angryparcel
    I'm not sure of this either, anything to back this up?
    • Fosterdog
    • By Fosterdog 8th Jul 17, 1:20 PM
    • 3,347 Posts
    • 5,725 Thanks
    Fosterdog
    even a declined transaction produces a failed transaction receipt. Any retailer MUST give you a receipt is requested.
    No law saying a retailer has to give a receipt, but they must provide one if requested.
    Originally posted by angryparcel
    Really? Can you show where in law it says this? I know there are laws around providing a VAT receipt if requested but that only applies if the retailer is VAT registered and only useful really to another business (or self employed person) I know most retailers these days choose to have it all included on their standard receipt instead of printing a second one.

    Not all declined transactions produce receipts, and in this case it doesn't actually sound like a declined transaction but more a failed transaction meaning the transaction never actually took place or at least didn't complete for some reason. There can't then be a requirement to provide a receipt for something that didn't happen.
    • lincroft1710
    • By lincroft1710 8th Jul 17, 6:50 PM
    • 9,909 Posts
    • 7,977 Thanks
    lincroft1710
    The manager sticks to they dot have to give me a declined receipt, and when I go to show him the money has left he gets aggressive and demands I move the car or he's calling the police.

    .
    Originally posted by Loader89
    I wonder how long it would have taken the police to respond?
    • Korkyb
    • By Korkyb 15th Jul 17, 8:18 PM
    • 165 Posts
    • 39 Thanks
    Korkyb
    Disappointing - 17 posts and not a KFC related pun to be seen. :-(


    I'll try to make up for it...


    - The police would only have attended if there had been fowl play. If it had gone further you might have ended up in front of the beak!
    - Were the staff egging the manager on (especially the chicks)? You obviously ruffled his feathers - he would probably have chickened out anyway.
    - You must have been peckish after all the hassle.




    Just off to get my coat....
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