FAQ

Can my competitors view my level of returns?

No - The protection of sensitive information is paramount and will always remain so! Whilst the customer score is based on analysis of data from all participating companies, individual companies will not have access to the base data from other companies.

In addition, client staff cannot 'surf the net' - nor can they gain access to the RES system, other than by the approved method.

Is it user friendly?

The answer is, quite simply - Yes. The system has been specially designed for ease of use.

It simply mirrors current paper systems and asks the operator a series of questions for the customer to answer.

(a) Customers name.
(b) Customers house number or name.
(c) Customers address.
(d) Customers postcode.
(e) Receipt or personal identification. (1 to 4 factors on menu).
(f) Reason for goods being returned. (1 to 6 factors on menu).

The database will be searched to provide a decision within a matter of seconds, based on the above information and historic data held on the returnee.

The return information will, according to company policy, assist the operator as to the type of refund or otherwise the customer will receive.

The system is designed to compensate for artificial intelligence and will rectify any typing errors. E.g. Cottage spelt with a K.

How quick is the repsonse?

The Refund Exchange System only sends the minimum amount of data over the Internet, generally only a few (encrypted) text words. The response times between each question depends on the speed of the Internet connection that the client is accessing the Refund Exchange over.

The estimated response time from accessing and downloading the information and return is calculated in seconds.

The system is designed to receive and access multiple terminals at any given time on a 24-hour, 365 days per year basis.

What is the cost of using the system?

The cost will be related to an Annual Subscription together with a nominal fee for each complete transaction.

Do I have to re write my returns policy?

Is is anticipated that all clients will have to adjust their returns policy to include the legal phraseology as advised by Counsel and outlined in our 'Legal' section.

It is anticipated that clients will have to agree their own policy on types of refund given (cash or voucher) and processes post Refund Exchange information.

How can I begin using the system?

PC Application
You will be directed to a secure site where you will follow on screen instructions.

EPOS
We would need to liase with the company that writes or maintains your system to enable them to use the relevant codes.

How do I stop my staff from abusing the system by logging in bogus names and addresses?

The Refund Exchange system currently has nine predefined Management reports. It would be possible to 'red flag' any trends that may come about through use of the system, all data will be stored in a manner that makes these trends easier to the system, all data will be stored in a manner that makes these trends easier to idenitfy. By using the Management report you are able to create your own reporting capabilites.

Why is RES different to current data mining systems in place?

Verification: Information required by current returns procedures, such as names and addresses, is not checked. Refund Exchange will verify names and addresses against electoral roll and postcode databases in real time. Customers using false addresses can be identifed and appropriate actions taken.

Depth of data: Refund Exchange evaluates customer returns history across all participating retail outlets: each company gains the benefit of returns histories across all participating outlets, not just those within its own group.

What happens if the system breaks down?

As with any computer system, especially one that utilies the Internet, there are elements of the service that we cannot control.

Those areas that RES can influence we have in place back up systems which we can switch to in the event of a problem. For example, the Refund Exchange website is farmed over a minimum of 2 web servers - should one be down then the others will still be available.

The client, be it via the PC application or Internet Browser, essentially only displays whatever is returned by the Refund Exchange Centre. This means that problems such as bugs, or changes to the system, will generally not require a new client roll out as the majority of problems can be resolved within the Refund Exchange Centre. What this means is that we can control the servers the System should use and the path the data should take, this reduces the possibility of system downtime.

Is there a service contract?

Yes

How do you deal with complaints?

You, the client
All complaints will be addressed with a matter of urgency and through a 'Help Desk' system.

Retail Customer
All complaints received from the retail customer will again be expedited as a matter of urgency.

The methodology will be through a 0800 contact line.

The Refund Exchange System may record all complaints received and will use the information to address out qualitative processes for the benefit of RES and Clients.

How long would I be disrupted if I needed to move a terminal from part of the store to another?

All services beyond the responsibility of Refund Exchange System will be with the local telephone provider, at the behest of the client company.

What would be the cost if I needed to move terminals and who would pay?

Beyond the initial installation and annual fee, the client company will meet the request for additional terminals.

As part of our support mechanism, we will of course assist and advice in every part of that process.

Could I have more terminals intalled short term, say, for January when my level of returns is highest?

The answer is quite simply - Yes.

The Refund Exchange System has the capability to deal with multi inputs per second and therefore additional terminals will not affect the quality of the system.

Who would pay for this?

The cost of all additional installations will have to be met by the client company.

Could the data be used in court, and would it be classed as reasonable evidence?

The Refund Exchange System has within its employ, staff that have many years experience in detection of crime within the retail and criminal sphere.

Without prejudice, we will provide assistance in legal matters that arise from the use of our product.

What happens if a customer wants to look at his or her database?

In view of our legal position and to mirror customer's rights, we will provide all customers on written request and subject to a fee received in advance - issue in writing - details held by our company.

In no circumstances will Refund Exchange System provide data to a third party, either to clients or their customers.