Of Alessandra Secondo
Soon gone, the receipts forgotten at the bottom of our pockets or our shopping bags. From January 1, 2023a decree could prohibit automatic in-store ticket printing (receipt of cash and credit card), within the scope of the anti-waste law of 10 February 2020.
Objective: to reduce one’s environmental footprint “in daily actions”, he recallsnews.fr Patricia Mirallès, Member of Parliament (LREM) for Hérault, behind this project.
While a decree having to ratify this provision is currently being examined by the National Council of Consumers, 12 consumer associations shudder.
According to the decree, consulted by the lawyer news.frfrom 2023, regardless of the amount and nature of the purchases “, customers will no longer receive a ticket by default. Some exceptions there are, such as tickets mentioning the legal guarantee of product conformity, a canceled or non-functioning credit card payment transaction.
To obtain the receipt of the card and / or the ticket, you will therefore have to answer affirmatively if the cashier offers it to you or make an explicit request Checkout. “From now on we reverse the trend”, sums up Patricia Mirallès. The customer chooses, not the default store.
For years (and it has been strengthened with the Covid-19 pandemic), many people have switched to contactless payment and refuse tickets for small amounts. In terms of ecology we often talk about big projects, but we can also act on a daily basis.
It is not, however, a question of cancel receipt. “We must always leave the possibility of having it to consumers who want it”, agrees Patricia Mirallès, who argues: “it is what I have always defended. If the government wants to ban the receipt, I’ll get in touch. “
Already in place in brands
Some brands have not waited to install this system, such as Système U or Carrefour. “We wanted to anticipate the decree e accustom our consumers well before 2023 to no longer systematically receive a ticket “, confirms Thierry Desouches, communications manager at Système U.
It all started with a group consultation with its customers. The majority is in favor of abandoning the paper ticket. “We were told: in any case I forget it in my pocket, and for us it allows us save thousands of miles of paper published every year “, confides Thierry Desouches.
To consult their purchases, customers can request a ticket when they go to the cashier. And whoever has a loyalty card receives the invoice directly by e-mail.
Same story for the Carrefour group. “When we questioned the topic at the end of 2021, customers told us they were surprised that we systematically give out tickets, even for small purchases, and always with a lot of information,” he explains to news.fr Stéfen Bompais, Director of Customer Experience.
To address this, we have given customers the option of choosing, at checkout, whether or not they want their ticket. Today we print by default, here we reverse the situation. The customer is free to choose.
In 2023 the decree will allow us to go further, he adds: “Our automatic tools will be programmed not to print tickets by default. It will be up to the hostess or cashier to intervene manually to collect the ticket at the customer’s request. “
The overworked customer
But the end of the paper ticket is far from unanimous among consumer associations. First of all with regard to the information methods of this measure, the detail of 12 of them, including UFC-Que Choisir, in a joint statement released on April 19.
According to the decree under review, “in the sales areas and in the shops open to the public”, the customer will be informed of this new regulation during the check-out phase, “by means of display and in a legible and understandable way. “
“This information mission will also be entrusted to the cashier hosts who will ask the question every time and will be able to accompany the customers”, intervenes Stéfen Bompais, who in addition to the posters in all the shops also imagines a communication campaign in all the points of sale. watch.
“This display isn’t enough in the first place because the consumer already is confronted with a substantial amount of informationBetween product recallsposters on promotions or authorized means of payment “, comments Robin Matthieu, Bank and Insurance Manager of UFC-Que Choisir, contacted by news.fr.
Overwhelmed by information, the customer risks not paying attention or not not adequately known of this new provision. And therefore to be deprived of “a real choice”, add the 12 associations in their communiqué.
Proof of purchase
Another point raised by UFC-Que Choisir if the customer refuses his ticket “implicitly and for lack of information”: lack of proof of purchase.
“The ticket remains important because it is what allows you to know and apply your rights as a consumer, for example get a refund, make an exchange or as a guarantee “, Matthieu Robin agrees. Others also want me to keep track of their purchases, do their bills, or just out of habit.
Many do not want the ticket, but we must not penalize those who need and want it either.
An opinion shared by Patricia Mirallès: “even if loyalty cards allow you to track purchases, applications now allow you to scan your products and create your own ticket, some consumers are not necessarily comfortable. “
Again, cashiers and reception will be at the heart of the system. “There will be real educational work to reassure customers. In principle it all depends on each case, we will find a solution ”, explains Thierry Desouches. The idea is not to penalize consumers, we will remain open to dialogue “, confirms Stéfen Bompais.
Don’t check your payment
But without proof, how can you be sure that you are paying the right amount for your purchases, since there isn’t no longer the same sequel ? “This is reinforced by contactless payment transactions, where you pay a little blindly without looking at the payment terminal,” says Matthieu Robin.
If we do not systematically ask the customer whether or not he wants his ticket at the cashier, we fear the mistakes of the merchants, whether involuntary or voluntary. This is referred to as fraud because we have physically authorized a payment amount. It is an oral agreement, but if we have not checked and there is an error it is our fault.
Forcing consumers to stand still more alert on their purchases: “But this has its limits. Our bank account balance is not in real time, we have the details of our purchases the next day or even several days later.”
How can we be sure that we have paid the right amount? “You can imagine merchants producing other proof of purchase, but we lose the ecological aspect of the device, it is the snake that bites its own tail “, whispers the head of the banking and insurance sector of the UFC-Que Choisir.
There are many fears of unresolved disputes.
An “uncertain environmental benefit”
Because this is the goal of this project: saving paper in an economical and ecological way. In fact, every year, a supermarket consumes almost 848 kilometers of paper for his tickets, “the equivalent of a Paris-Montpellier”, emphasizes Patricia Mirallès.
But in the eyes of consumer associations, doing without paper tickets presents a “very uncertain environmental benefit. A paper ticket has a heavier greenhouse gas footprint than a paper ticket, says Matthieu Robin.
The government stressed the environmental dimension of no longer printing the ticket by default. And the brands already offer to send the receipt by email. But in the sense that the tickets are digitized and the data stored on computer servers, it’s not that green in the end.
The question of data
Not to mention, giving your email or contact details to a shop could be synonymous with commercial recovery, for example to send promotions on a regular basis, notes Matthieu Robin. “Discarded paper is wasted paper”, replies Patricia Mirallès.
A filing folder or letter box is like a garbage can in the house, it gets empty otherwise it pollutes.
“2023 is still a bit far away, it gives us time to think and prepare everything”, concludes Stéfen Bompais, of the Carrefour group.
Now the decree is in the hands of the government. Continues.
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