-----Original Message-----
From: Burdett, Emma
Sent: 14 May 2004 15:23
Subject: RE: Information with refunds
Dear Mr Henderson
I am unable to comment on what other retailers do but can assure you
that the provision of name, address and postcode allows Next to pursue
and prevent abuse of the refund/exchange policy. Unfortunately abuse
can be internal and external and whilst the collection of this
information does not prevent all abuse it is significant in reducing its
occurrence.
Our Staff are trained to ask for the information and explain what it
will be used for. Bearing in mind that is collected as part of the
refund/exchange process and is to prevent abuse of the process. The
data is not used for any other purpose and certainly is not used to
develop black lists or the siting of new stores as has been suggested.
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 14:32
To: Burdett, Emma
Subject: RE: Information with refunds
Thanks for your prompt and courteous reply.
I remain unconvinced by the purpose since other major stores do not
require any personal information, and I'm struggling to see how the
provision of a name and address (without proof) are going to prevent
abuse of the refund policy.
Are staff supposed to indicate the purpose, etc (equivalent of a fair
processing notice) ?
Donald
-----Original Message-----
From: Burdett, Emma [mailto:[log in to unmask]]
Sent: 14 May 2004 13:53
To: Donald Henderson
Subject: RE: Information with refunds
Dear Mr Henderson
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.
I am sorry if this was not properly explained to you at the till point.
I am also concerned that you think Next's processing is for 'mildly
sinister' purposes and can assure you that is not the case.
Please contact me again should have any further questions relating to
how Next process data.
Yours sincerely
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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If you are not the intended recipient, please advise the sender
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