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Document Control / Receipts

  • QALITV
  • Sep 14

The importance of receiving receipts


Companies: 


1 / Issue:


Many shops have made a receipt of purchase optional. Clients need to explicitly request a receipt for their purchase. Some shops, like Tesco have permanent information on their self-checkout machines: 'receipts not available at this time'.


This practice puts clients at risk of:


  • not being able to return an item or file a complaint


Even the most trivial and unexpected items may need returning, for example, expired or not properly sealed food.


  • not being able to prove that they fully paid for all items taken


Any customer may be asked by a security officer on request to prove that they fully paid for all items on leaving.


Without proof of purchase/receipt it becomes very inconvenient and sometimes impossible without access to CCTV that may not be granted.


Lack of receipts shifts the burden of proof to a customer, which should not be the case and may constitute an unfair term of the contract.


2 / Solution:


Receipts as proof of purchase should be mandatory and issued to every customer by default.


3 / Has been QALITV approved: NO


Product Testing / Office Chair - Sklum Brand: SKLUM Website: www.sklum.com Product: Office Chair - Fhöt - Pink


 
 

User Experience - UX / YouTube Playlists

  • QALITV
  • Sep 10

Brand: YouTube

Product: YouTube Website / Playlists


Period of Testing: 20 years

Issues occurred: YES


1 / Overview:


YouTube allows users to create their own Playlists in order to organise favorite videos.


2 / Test outcome:


Unfortunately, YouTube Playlists do not sort alphabetically. Finding the name of a chosen Playlist is very confusing and takes too much time, especially for users with many Playlists.


3 / Solution:


YouTube Playlists should be sorted alphabetically in order to follow good practice for Filing Systems.


3 / Has been QALITV approved: NO


Product Testing / Office Chair - Sklum Brand: SKLUM Website: www.sklum.com Product: Office Chair - Fhöt - Pink


 
 

Document Control / Procedures

  • QALITV
  • Sep 9

Updated: Sep 14

No copy of complaints submitted /

Restricting evidence


Companies: 


1 / Issue:


There is an ongoing issue in the UK market where clients submit a submission/complaint to a business via their required medium, for example, an online form or a chat, and in return they are not receiving a copy of their own submission/complaint.


Companies send an email that 'your message has been received', but there is no track or a record for the client of the actual submission/complaint made.


This kind of practice is unacceptable, as there is no full track record of the submission and a response from a company available to a client.


It creates confusion for clients as they are not able to easily track how the response received is relevant to their original submission sent.


By implementing this kind of Procedures, companies restrict evidence available to clients.


2 / Solution


A copy of  submission/complaint submitted on a company website or through their chosen medium should be always send to a sender via email for their own records.


This is a standard practice in Document Control and Quality Assurance that should be implemented by any company or service provider.


All parties involved in any communication must have access to the same information at all times.


3 / Has been QALITV approved: NO



 
 
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