Why do I have to give B&Q my postcode just to get an overcharge refunded??

The_Pedant

I was unfortunate today to have simply been overcharged. Display sticker had one price, but on checking the receipt I discovered I was charged a pound or two more.

Simple says I, I'll query it and get it refunded. Then the fun starts ... it can't be dealt with at the tills, "you'll have to take it to the returns desk"

After a 10 minute wait for the 2 people in front to get seen to, I was getting a little frustrated. After the difference was confirmed, it's a simple matter of refunding the charged price and then charging the new price.

"Can I have your postcode sir?" he says.
As is common for such situations, I decline the invitation, as I could see no reason for it and when asked no further explanation could be given except "the system needs it". My reasoning for declining being that if it was a cash transaction they would simply play with the till, give me the difference and I'll be on my way. They then said that if I would not give my postcode then they would need to see some form of ID!

Now, due to money laundering regulations I can understand the need for some tracking in some situations where a cash refund is given, or a refund is given to a different account. but not in their scenario!

As it is, you could quite happily give any old postcode and be on your way. This of course achieves absolutely nothing! With cash, there is no such requirement. In my situation, I am clearly overcharged & the credit is going back to the same card they took the money from moments earlier!!

So, is there any legal requirement for this request?

As it was, they broke the law so I wasn't in the mood to do more than was required.

Freddie_Snowbits

It is to prevent fraud. If you have nothing t hide, I would not be bothered/ Haldfords, Tesco and M&S also do it.

wuckfit

it's purely a safeguard from Head Office to prevent Staff doing phantom refunds and pocketing the cash.

DVardysShadow

wuckfit wrote: »

it's purely a safeguard from Head Office to prevent Staff doing phantom refunds and pocketing the cash.

Agreed as to the reason

Freddie_Snowbits wrote: »

It is to prevent fraud. If you have nothing t hide, I would not be bothered/ Haldfords, Tesco and M&S also do it.

It was a simple overcharge. This is completely disproportionate. If they don't trust the staff, they should address their personnel policies, not subject their customers to more of the surveillance Britain nonsense.

faithcecilia

I got a refund for something a few months ago and I didn't know my postcode (had just moved). There was no fuss, just said they would put the shop postcode in. Might try that next time.

The_Pedant

I should add that the supervisor said after the 14th Feb (I think he said), they will not give any refund without it. In my case, they didn't know the store one so put in head office.

I might just plump for the easy option in future...

"Can I have your postcode?"
- SW1A 2AA
"House number?"
- 10

So, if I can do that much, why can't the dodgy staff too?

I don't think someone has thought their system through properly

Nessynoo

Give them the TV licensing "return to sender" postcode.

BS98 1AT

Pound

The_Pedant wrote: »

My reasoning for declining being that if it was a cash transaction they would simply play with the till, give me the difference and I'll be on my way.

Why do you think you wouldn't be asked for the same details if you paid cash? They still have to process a refund on the till, not just take £1 out the drawer without recording it.

Mankysteve

As I don't know about the changes but currently the post code can be overridden its in the staff training note about it but it requires a supervisor to do so.

The_Pedant

Why do you think you wouldn't be asked for the same details if you paid cash?

Because I've never had to give it in the past when getting a cash refund, as recently as about 10 days ago.

It was a supervisor that insisted on seeing ID (quite what seeing a flash of an ID was going to achieve is anyone's guess) & told the original staff member to put in the head office postcode.

sarahg1969

I don't believe there is a legal requirement to comply with their request. In any event, the integrity of their staff is no concern of yours.