Obliged to give address to store?

Esqui

You know the shop's address, it's only fair

sarahg1969

vyle wrote: »

If the item is faulty, no. If the customer is just returning it to be a pain because they changed their minds, then I could, in theory, refuse unless they gave their name, address, shoe size and did a saucy dance for me.

I'd get fired, but oh it'd be a fun way to go.

Presumably, it's not written into your terms and conditions that you offer a refund on non-faulty goods? It is with a lot of large stores.

vyle

sarahg1969 wrote: »

Presumably, it's not written into your terms and conditions that you offer a refund on non-faulty goods? It is with a lot of large stores.

I work on the electrical department where, if the packaging hasn't been opened and the person has the receipt, then yes, no problem although we do require customer details.

If it's been opened, then it's entirely up to the assistant's discretion whether it's taken back and if it is, how much will be offered as a refund. Usually 90% of the full value.

However, if the customer refuses to uphold their part of the contract and we end up in statutory rights territory, then anything could happen because the customer has no right to a refund or exchange.

sarahg1969

vyle wrote: »

I work on the electrical department where, if the packaging hasn't been opened and the person has the receipt, then yes, no problem although we do require customer details.

If it's been opened, then it's entirely up to the assistant's discretion whether it's taken back and if it is, how much will be offered as a refund. Usually 90% of the full value.

However, if the customer refuses to uphold their part of the contract and we end up in statutory rights territory, then anything could happen because the customer has no right to a refund or exchange.

So, your terms and conditions state that a customer must provide their name and address to obtain a refund on non-faulty goods?

vyle

AFAIK

In all seriousness it's a liability thing. Let's say a customer returned something and had a refund, then claimed that they never actually received a refund (which has happened). If the item that had been returned wasn't from a delivery or collection -- those would already have a stored computer record where return details could be added -- there would be a signed copy of the refund receipt stored in the records, signed by the customer themselves with their details.

Jakg

sarahg1969 wrote: »

Vyle - OK, it's a pain for you, but the fact remains that if you return a faulty item to a shop, you have no legal obligation to provide any personal details. It's no good getting shirty because people get shirty about providing their information.

Except the item wasn't faulty.

This is just to generate a paper trail incase there is fraud - i.e. staff refund a product in cash into their pockets, or if the item was stolen / returned without a receipt. It can also highlight "problem customers".

At work we have to take this, but we have a standard "false" name if the customer refuses (and they are within their rights to do so - i.e. the item is faulty).

The problem being when a customer kicks off because we have no legal need to have their details... when they have no legal right of return (i.e. change of mind).