Next collect name and address information when processing refunds and
exchanges to prevent abuse of the refund and exchange policy. It is not
mandatory to provide and as demonstrated the transaction can be
processed without the collection of the information.
This should have been explained at the till point and I am sorry that
this was not the case. All are staff are trained on the procedure and
it is unfortunate that this wasn't properly explained when questioned.
I am also concerned that therefore the interpretation is that Next's
processing is for 'mildly sinister' purposes and can assure you that is
not the case. Data processing is very much a consequence of our retail
operation and not the other way round. Next are very keen not to
process data for purposes other than those necessary for the operation
of the business and would certainly not process data for an unnecessary
purpose, sinister or otherwise.
Emma Burdett
Group Data Protection Manager
Next Group Plc
Legal Department
Tel 0116 284 2325
Fax 0116 284 2642
Email [log in to unmask]
-----Original Message-----
From: Donald Henderson [mailto:[log in to unmask]]
Sent: 14 May 2004 13:38
To: [log in to unmask]
Subject: Information with refunds
It's Friday afternoon - I was out at the shops at lunch-time and got
slightly annoyed...
I was returning goods to Next and cheerfully got asked for my postcode
which the assistant was about to enter via till. Sad, neurotic person
that I am, I declined to give that information and was told "it is
company policy". I pointed out that it wasn't actually necessary and the
assistant went and got the supervisor. The supervisor happily skipped
the address entry routine on the till, printed the credit note and asked
if I was prepared to give my name. I declined and she gave me my money
with a smile.
This suggests several things to me (other than how awkward I can be).
Firstly, Next's policy obviously takes some kind of account of consent
although no-one seemed to be interested in telling me why they wanted
it. Secondly, they don't actually need the information anyway since they
processed the transaction without it. Thirdly, what on earth do they
want to collect the information for in the first place - I can only
think of reasons that seem mildly sinister....!
Any thoughts ?
Donald
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