Refused refund faulty item without receipt

Jsuk

Okell said:

Perhaps I'm making this up but I thought there was a similar thread a year or two ago where someone (perhaps @born_again or perhaps a supermarket employee?) said that it should be a simple job for the supermarket to take the date of a transaction and a card number, and to match it to their own internal accounting and stockkeeping systems to identify what was bought on that transaction.

Of course Tesco being able to do that and persuading them to do it are two different things...

Yes, this has happened to me before, they used the date and a code on the statement entry and found it. I can't remember which shop though,  perhaps it's easy for smaller stores 

Jsuk

elsien said:

Do you have a bank statement just for the air fryer, or was it bundled in with other shopping?

Other shopping too.

user1977

Ergates said:

Whilst they cannot insist on a receipt, then can ask for proof of purchase.

No requirement for the customer to produce anything in writing, there is no statutory reference to “proof of purchase” at all. At the end of the day it gets decided on the balance of probabilities, in theory can be down to who produces the more convincing witnesses.

Ergates

user1977 said:

Ergates said:

Whilst they cannot insist on a receipt, then can ask for proof of purchase.

No requirement for the customer to produce anything in writing, there is no statutory reference to “proof of purchase” at all. At the end of the day it gets decided on the balance of probabilities, in theory can be down to who produces the more convincing witnesses.

Yes, but conversely - a shop is under no obligation to process a "return" for someone who didn't buy from them in the first place.

Without *some* proof of purchase it will be very hard to enforce your rights against them.  

born_again

This is where a digital receipt is a big bonus.

RefluentBeans

I’m somewhat confused to be honest. You say Tesco would do something if it was in the first 100 days because of the club card (which they presumably can find your purchases on?) but because that time is elapsed they can’t? 

I would write to Tesco central customer services (not the store level) and ask for them to give the receipt code that they could find? 

I find it hard to believe that Tesco would delete the data after 100 days. If all else fails, you could put in an SAR to get the data Tesco holds on you and I’m sure in that there would be a purchase history which would prove what you’ve purchased. 

Also ‘proof of purchase’ is a wishy washy phrase and is subject dependent. For a lot of shops returns policies (not your statutory legal rights) they require a receipt. But to enforce your legal rights they require any proof of purchase. This could be a bank statement, but it’s on the balance on probabilities. If it got taken to court you’d present your bank statement as evidence to say you purchased it, and thus should have consumer protection under CRA; Tesco presumably would present to say that you didn’t purchase it and thus have no protections under CRA. If Tesco could find the receipt for the transaction in question (ie a purchase of £200 made on 1/1/2020 from Tesco Windsor at 12:34 for example) and show that you didn’t purchase it then; then they have more compelling evidence. If their only ‘evidence’ is them saying ‘nuh uh’ - then you’d have more compelling evidence. 

Technically, Tesco can refuse to search their database of club card transactions (I guess) but if you’ve given them a bank statement, and saying you’re claiming under the CRA and not their own returns policy, then they’d to say why they’re declining your return (like saying that transaction doesn’t contain the product in question).