Have you ever been refused a paper receipt from a store because you didn't want to hand over your email address or phone number? You're not alone.
CHOICE recently asked our social media followers about this experience and we were flooded with responses. Hundreds of shoppers were incensed that companies were asking them to give over personal information just for proof of purchase. While some respondents did end up getting a paper receipt after specifically requesting one, others were told digital receipts were the only option.
One shopper, Kelly, experienced this when completing a purchase with her daughters at clothing store Ghanda. When staff asked for her email address to send her a receipt, Kelly instead asked for a paper copy, explaining that she was concerned about privacy. The staff refused to issue a physical receipt. Kelly says she placed the goods on the counter and left.
While some respondents did end up getting a paper receipt after specifically requesting one, others were told digital receipts were the only option
Her daughters like shopping at Ghanda, a trendy streetwear store popular with young people, but Kelly says she has reluctantly stopped shopping there after this experience.
"Since when do we have to give them anything other than money?" she says.
A customer representative for Ghanda later told Kelly, "In an effort to become more environmentally friendly, Ghanda has opted to send instore receipts digitally." They clarified, however, that "when clearly requested, printing a physical copy for a customer should not be a problem".
Ghanda did not respond to CHOICE's request for comment.
Handing over personal data sets a dangerous precedent
Data privacy researcher Katharine Kemp is an associate professor at UNSW's Faculty of Law & Justice. She had a similar experience shopping at a popular sportswear store. Staff refused to issue a paper receipt, saying the only option was email. Kemp cited Australian Consumer Law and the Privacy Act. Eventually she was able to take a photo of the transaction record on the store assistant's screen as a form of proof of purchase.
Kemp says this practice is concerning because companies can use your email address to "data match" it with third-party information to build profiles of consumers. This can be used for "behavioural advertising" where companies target ads based on what they learn about you from your data.
Email addresses and customer profiles are often kept indefinitely by companies and this can make people more vulnerable to data breaches
It doesn't stop with behavioural advertising she says. "We don't know the full extent of information that can be used to determine the prices we pay for those kinds of services, and whether we receive offers for those kinds of services or are excluded from them altogether.
"It's increasingly profitable for companies to be able to exchange information on consumers."
She says some consumers underestimate the harm in giving away personal data. "I think that kind of attitude is sometimes the result of people not being aware that an email address can be quite a powerful tool in that process of data matching that occurs between companies."
Email addresses and customer profiles are often kept indefinitely by companies and this can make people more vulnerable to data breaches, says Kemp. "We know that a lot of companies don't have any policy about destroying customer records after a certain time has elapsed."
Companies say digital receipts reduce environmental impact
When CHOICE readers responded to our social media call out, Chemist Warehouse and Lorna Jane were two of the most common digital receipt issuers they complained about. Lorna Jane has completely removed paper receipts from their stores.
A Lorna Jane representative told CHOICE, "In the effort to reduce the impact of paper receipts to the environment, Lorna Jane offers digital receipts to all consumers at time of purchase.
Lorna Jane says customers can request a physical receipt.
"Our receipt process is consistent with Australia Consumer Law and the comments published by the ACCC on its website."
The spokesperson says that if a customer does not have an email or doesn't want to provide one, Lorna Jane has "multiple avenues" through which they can issue a physical receipt and customers should ask the instore staff or contact their customer care team.
Chemist Warehouse adopted Australian tech startup Slyp in 2021 to transition their physical receipts to digital.
The spokesperson says that if a customer does not have an email or doesn't want to provide one, Lorna Jane has "multiple avenues" through which they can issue a physical receipt
At the time, Chemist Warehouse group chairman Jack Gance told Retail Pharmacy Magazine: "We're delighted to have launched Slyp smart receipts to improve our environmental footprint and simplify the checkout process for both our customers and our retailers".
Chemist Warehouse did not respond to CHOICE's request for comment about whether they denied issuing physical receipts when requested by customers.
Chemist Warehouse has transitioned to digital receipts, but not all its customers are happy.
Customers refusing to shop where they have to hand over personal data
One Chemist Warehouse customer, Donna, previously used the store very regularly. After being refused a receipt, she hasn't been back.
"I told them the paper receipt was important to me. They said they weren't doing them anymore but could email or text it … I said I wouldn't be shopping there anymore."
Former Ghanda customer, Kelly, says she is concerned "that young people will not argue their rights instore and are often taken advantage of for their private information".
Her daughters use a "junk Gmail account" to avoid giving away their data, but that puts the responsibility on the consumer.
"That isn't a solution as it will only encourage these kinds of companies to insist on more private information if they are not made to stop," says Kelly.
Kemp says customers should be able to make informed decisions about what they want to do with their data and privacy at the checkout and not be pressured or forced into giving away data they don't want to.
What are your rights?
Under Australian Consumer Law, businesses must provide a receipt or proof of purchase for any transaction over $75. You have the right to ask for one if it's not provided.
You can also request a receipt for anything under $75 and the receipt must be provided within seven days.
Receipts should be provided as soon as practical after the goods are supplied, says Kemp. "That would usually be, of course, at the checkout, at the point of sale."
Everyone is entitled to receive that proof, whether they hand over their name or email address or otherwise
Katherine Kemp, UNSW Faculty of Law & Justice
But can a supplier refuse to provide your proof of transaction if you don't provide additional personal information? Kemp says there doesn't appear to be any exception on that basis.
"Everyone is entitled to receive that proof, whether they hand over their name or email address or otherwise," says Kemp.
Privacy law can also apply here. Australian Privacy Principle 2 gives individuals the right to be anonymous or pseudonymous when dealing with most companies that earn over $3 million dollars of revenue a year. This would apply to Chemist Warehouse and Lorna Jane.
The principle has some exceptions for companies that would not be able to conduct their business with people who have not identified themselves, but, Kemp says, "You couldn't say that a retailer in a clothing store needs to know a person's name or email address or postal address in order to sell them goods".
UPDATE: Following publication Chemist Warehouse contacted CHOICE to say their default policy was to give customers a paper receipt and the option of a digital one. "Our consumers have the right to choose between the receipt options and we will ensure this choice is honoured at all stores nation-wide," a spokesperson says.
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