Zara and Bershka are facing a complaint from Testaankoop with the Economic Inspection over their policy of not providing paper receipts to customers. Customers are required to provide their email address or mobile phone number in order to receive a digital receipt, which Testaankoop finds unacceptable.
According to Testaankoop, it is “unacceptable” that customers do not have the choice between a paper receipt and a digital receipt because they need proof of payment in order to make use of the legal guarantee. In Wallonia, it is mandatory for retail chains to give customers the option between digital and paper proof of payment.
Laura Clays, spokesperson for Testaankoop, believes that Zara and Bershka are illegally restricting evidence that their customers can rely on by forcing them to provide an email address or mobile phone number. She also notes that these types of practices only widen the digital divide and that efforts should be made to combat it.
The FPS Economy responded on Friday that they will analyze the complaint but that there is no obligation under the Code of Economic Law to issue receipts for the sale of goods. However, it is mandatory to issue a document with the date and identification of products, but this does not have to be on paper.
Minister of Economy Pierre-Yves Dermagne (PS) expressed his belief that “denying consumers their receipt is a serious violation of their rights.” He added: “Unacceptable because consumers should retain choice. After all, the receipt is the key to canceling a purchase or being able to use the legal guarantee, which has been strengthened during this legislature.”
