Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

Do you HAVE to give your name and address when asking for a refund in a shop.

46 replies

OvO · 07/02/2019 10:46

I’ve noticed it in a few places.

DH was returning a faulty item today (only had it a week). Had receipt, paid originally in cash, so shouldn’t have been a problem but they wanted name and address. He refused to give his details so they refused the refund.

He did eventually get it but it took and hour and they was much drama.

Now of course he could have just given his details, or even fake ones, and saved all that hassle. I just wanted to know if this was a law or official in some way. Not sure what to google to get the right info. Clearly the shop WAS able to process it without his details.

So, in short, can I refuse to give my name and address when asking for a refund on a faulty item and expect no hassle from the shop?

OP posts:
xTinkerhellx · 07/02/2019 10:48

Short answer, yes you can refuse to give your details.

RiverTam · 07/02/2019 10:51

certainly when I worked in retail many years ago we never asked for the customer's details. It's to get your details on to their database, or something like that.

Like asking if you want your receipt emailed to you. No, fuck off, I'm not giving you my details.

Original poster
OvO · 07/02/2019 10:52

Thanks, Tink. Written out it seems obvious they have to refund but when in the shop with staff + manager getting in your face all irate it feels like I'm/DH is a troublemaker!

Google says it’s a fraud prevention thing but what thief is using their own details anyway?!

OP posts:
swapsicles · 07/02/2019 10:54

We used to have to ask but if they refused I'd put down declined.
It was never a problem for customers not to give their details but those who did refuse made a song and dance about it, no need for a rant in front of the queue just say sorry I don't give out those details.
Oh as an aside another option is just to lie, I used to and still occasionally do give my old address, it only flags up if there's multiple dodgy refunds.

thatsmyspace · 07/02/2019 10:54

I just give fake details. Saves time

Original poster
OvO · 07/02/2019 10:59

We’re definitely not the ranting type, Swap. Just at each other, not people just doing their job!

DH literally said, "I don’t want to give my name and address, just the refund, thanks," then the obligatory fake/polite smile. He was told no refund would be given without the details. Then lots of yes, no, yes, no back and forth. DH had to go out for a ciggy at the half way mark as it was all so ridiculous and stressful!

Thatsmyspace, that’s what I would do but my DH thinks why should he. He really does like to make things harder for himself! Grin.

OP posts:
Bryjam · 07/02/2019 11:09

So he wasted an hour, was so stressed he had to go onto for a cigarette because it was so stressful, and for what? What is wrong with giving details when you get a refund?

RiverTam · 07/02/2019 11:10

but he's right - there is zero need for the shop to have your details. None. At all.

If more people were like your DH then they'd change their policies sharp enough, as it is most people just roll over.

Good on him, I say!

Original poster
OvO · 07/02/2019 11:11

Well some people are just like that, Bryjam. My DH is one of them. Nothing will change him!

OP posts:
Original poster
OvO · 07/02/2019 11:12

Thanks, River! He’s a PITA at times but I know he’ll always get stuff sorted when others would back down. I say others but I mean me!

OP posts:
SpreadYourHappiness · 07/02/2019 12:28

I don’t work in retail but a related sector where refunds are sometimes needed. We ask for details simply so it doesn’t appear as if we’re randomly putting fake refunds through the till for cash, and if we get audited there are real people to double check.

Nothing to do with databases; we don’t even have one.

Doyoumind · 07/02/2019 12:31

It is certainly not used for any database. That would be illegal. It's to prove it's a genuine refund.

RiverTam · 07/02/2019 12:34

then why do plenty of companies not require it? Sorry, but that sounds nonsense.

SpreadYourHappiness · 07/02/2019 12:39

then why do plenty of companies not require it? Sorry, but that sounds nonsense.

RiverTam Different companies have different policies; it’s not that hard to comprehend. Carry on with the conspiracy theory it’s for a database if you want, even though I work for a company that doesn’t even have one.

Doyoumind · 07/02/2019 12:39

It will be a policy specific to each retailer to try and avoid fraud. They aren't obliged to refund something that isn't faulty anyway.

IWannaSeeHowItEnds · 07/02/2019 12:42

I always thought it was a fraud thing - the company checking that the staff are issuing genuine refunds. I can't see the big deal tbh. It's certainly not worth arguing about for an hour.

RiverTam · 07/02/2019 12:42

why do they have different policies? What's the justification for getting customers' personal details?

Damn right this should be challenged. It matters. People hand out their personal details willy nilly, we've been conditioned into doing this without a second thought. Well, my brain is fully engaged, I know it isn't essential, it may not be for a database (I did say 'or whatever' in my post) but if it's not essential then I'm going to challenge being asked for it.

halfwitpicker · 07/02/2019 12:43

Say you live abroad

IWannaSeeHowItEnds · 07/02/2019 12:44

If the item is faulty then I guess they have to refund regardless of whether you give them your details, but if you just want to change something, they are under no obligation and can set their own terms.

Original poster
OvO · 07/02/2019 12:45

They can have whatever policy they like I just wanted to know if legally they can refuse a refund for a faulty item if we refuse to give personal details.

They should be accepting that some people won’t want to give those details and not drag it out and make out people are unreasonable or even fraudsters!

OP posts:
Original poster
OvO · 07/02/2019 12:46

That’s what I thought, Iwanna. I wouldn’t refuse if just returning because I’d changed my mind.

OP posts:
Original poster
OvO · 07/02/2019 12:47

Will see if that works next time, halfwit!

OP posts:
DGRossetti · 07/02/2019 12:56

A few years ago, I bought something from CEX with cash - about £4. Turned out it had been wrongly labelled. Returned to the shop and they refused to refund me without me supplying details. Loads of bunny about "fraud prevention" which I pointed out was their problem, not mine. I had the item (which they admitted was incorrectly labelled). I had the receipt. Should be a no brainer.

I left the shop, and emailed head office explaining the situation. After some exchanges they reitereated: no details=no refund.

Because I had a life back then, I left it. But I was curious about slapping them with a small claims court summons (MCOL) and seeing how it panned out. My research got me as far as establishing that shops have no power to invent any T&Cs for a straight cash refund under whatever the laws on contract are. However the only remedy would be a court action - which would risk a judgment without the court fee being awarded, since courts really dislike people pissing about. Plus the fact CEX would have then got my details anyway.

(I suspect post GDPR the situation might have changed).

I only kicked up a stink because it was a cash purchase. I am fully aware that had I used a card/cheque, then I would have been subject to the T&Cs of my bank which would have required me to provide ID as an anti-fraud measure. But cash ?

Be curious what any lawyers would think ?

payperview · 07/02/2019 13:02

I just make up a postcode and pick a random door number.

SpreadYourHappiness · 07/02/2019 13:03

why do they have different policies? What's the justification for getting customers' personal details?

RiverTam Why do different companies have different policies? I’m not going to justify such a silly question with any sort of sensible answer.

As for your second point, I’ve already explained that, but I’ll reiterate it again. It’s to prove it’s a genuine refund if audited. The receipts with the details are filed away and never touched again except by auditors.