Question: What happens if the sales assistant makes a mistake during the self-scanning random check, or if the device malfunctions and does not read the item correctly or is accidentally scanned twice? 1. Is the customer allowed to request a follow-up check after a self-scanning random check, where each product is scanned individually? 2. Where can the customer see if something has gone wrong? Is it written on the receipt whether everything went correctly during the random check? Or does the customer not find this out? 3. how does the customer find out whether he has slipped into a worse trust level, can he ask what his status is, and if so, where? At Coop, the random samples are shown on the receipt, including errors or OK. At Migros, customers are left in the dark.
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All replies (21)
Guest
Sebastian_Migros
Hi @Loxiran To 1: When the employee goes through the products during the inspection, you are there to see what and how she checks. To 2: See answer 1 To 3: These are questions relating to our safety procedures. We do not provide any information on this - thank you for your understanding. Best regards Sebastian
I think it's good to assume that customers are honest. I have another question about illegible barcodes - you can tell by the lack of a beep -- I notice this at the checkout during self-checkout - I can call an inspector and the yes-question for completion comes afterwards anyway -- It's different with self-scanning: The yes-question comes immediately before the device is inserted. Do I now have to put such an item back or can I still take it with me and show it to the inspector and pay in a second payment process at the checkout? The matter is tricky if I am also asked to pay at the checkout in such an incident... These illegible barcodes are always stuck on and crumpled.
I think it's good to assume that customers are honest. I have another question about illegible barcodes - you can tell by the lack of a beep -- I notice this at the checkout during self-checkout - I can call an inspector and the yes-question for completion comes afterwards anyway -- It's different with self-scanning: The yes-question comes immediately before the device is inserted. Do I now have to put such an item back or can I still take it with me and show it to the inspector and pay in a second payment process at the checkout? The matter is tricky if I am also asked to pay at the checkout in such an incident... These illegible barcodes are always stuck on and crumpled.
If a product can't be scanned, I simply don't buy it. There are usually several products in the rack, so I can take a product with a barcode that is not crumpled. If it scans a product twice, then I just take two of them. Anything else just causes confusion. I've noticed that if you cancel a product, this usually triggers a check, so I prefer to buy two products if they've been scanned twice. In the end, the customer is always suspected, so you can do whatever you want. That's why I always check my scanner to make sure I don't miss anything - after all, I don't want to risk being banned from the store for life. Unfortunately, the scanner sometimes goes wrong. I've also had the scanner freeze up. This resulted in half an hour of action on the part of the sales staff. They had to transfer everything to another scanner. I have also experienced that if I scanned 1 product correctly, the product still appeared twice. That's why the sales staff need to be made aware that the scanner can also spin during the check by the sales staff. Shifting the problem to the customer is discriminatory and unforgivable. I also think it's a shame that the problem is not being addressed here. As I mentioned, I once had a problem at the Coop, where the self-scanning terminals were already closed before closing time, so you had to take the device to the staffed Coop checkout. The cashier then accidentally made a mistake and triggered a check and everything was canceled. I was then able to write to customer service about the matter. I was assured that this would not result in a downgrading of the trust level. Period. Migros could also briefly check whether there had been a change in the trust level. But Migros is keeping it a secret. This is a great pity and does not build trust.
Guest
Loxiran
If a product can't be scanned, I simply don't buy it. There are usually several products in the rack, so I can take a product with a barcode that is not crumpled. If it scans a product twice, then I just take two of them. Anything else just causes confusion. I've noticed that if you cancel a product, this usually triggers a check, so I prefer to buy two products if they've been scanned twice. In the end, the customer is always suspected, so you can do whatever you want. That's why I always check my scanner to make sure I don't miss anything - after all, I don't want to risk being banned from the store for life. Unfortunately, the scanner sometimes goes wrong. I've also had the scanner freeze up. This resulted in half an hour of action on the part of the sales staff. They had to transfer everything to another scanner. I have also experienced that if I scanned 1 product correctly, the product still appeared twice. That's why the sales staff need to be made aware that the scanner can also spin during the check by the sales staff. Shifting the problem to the customer is discriminatory and unforgivable. I also think it's a shame that the problem is not being addressed here. As I mentioned, I once had a problem at the Coop, where the self-scanning terminals were already closed before closing time, so you had to take the device to the staffed Coop checkout. The cashier then accidentally made a mistake and triggered a check and everything was canceled. I was then able to write to customer service about the matter. I was assured that this would not result in a downgrading of the trust level. Period. Migros could also briefly check whether there had been a change in the trust level. But Migros is keeping it a secret. This is a great pity and does not build trust.
@Loxiran - to your first sentence: "If a product can't be scanned, I simply don't buy it. There are usually several products in the rack, so I can take a product with a barcode that is not crumpled." Logically, I do this too - the easiest way. In my last cases, it was about things like "last copy" or the "weight (e.g. cheese), appearance (e.g. meat) best copy had an unusable barcode.
@Loxiran - to your first sentence: "If a product can't be scanned, I simply don't buy it. There are usually several products in the rack, so I can take a product with a barcode that is not crumpled." Logically, I do this too - the easiest way. In my last cases, it was about things like "last copy" or the "weight (e.g. cheese), appearance (e.g. meat) best copy had an unusable barcode.
Yes, I know, there are individual copies. But I'd rather do without than risk a mess later on. As I said, Migros is really tough - if you make a mistake, you end up on the blacklist. As you can read in this article: Migros doesn't inform customers who don't pay for all products during self-scanning are recorded. 04.02.2020 If you record goods yourself and forget something, you may be checked more often. However, the customer is not informed if they are suspected of theft. In the past, young people were given a few loud words if they were caught shoplifting for the first time. These days, in times of self-scanning and video surveillance, such warnings are less common. Instead, shoplifters or suspicious customers are caught more often without them knowing about it. In the event of a repeat offense, however, there are severe consequences. In addition, registered customers are checked more frequently and more thoroughly than others. This is illustrated by the example of a student who, around two weeks ago, made separate purchases for herself and her flatmates at a Migros store in St. Gallen. Afterwards, it turned out that she had been wrongly suspected. Retailers use video to monitor whether customers correctly scan and pay for all products during self-checkout. Both Migros and Coop declined to comment on several questions regarding the recording of suspicious customers and the handling of this data. Coop, for example, states that the company "does not comment publicly on security-related aspects as a matter of principle". Statements from the aforementioned student provide an insight into practice. She knows how to deal with shoplifters from her own experience, as she worked for Migros for several years on a small part-time basis. According to her statements, "full validation" takes place for customers registered as suspicious. This means that Migros staff check all products in the shopping cart during self-scanning and not just a random sample of a few items. Such checks are also carried out more frequently. In the present case, the student was asked to sign the relevant confirmations because there was alleged video evidence of a previous theft. The student signed because she felt under pressure and would rather go home than deal with Migros managers or even the police. As it turned out later, the video evidence was not conclusive because it only showed one of two purchases, but electronic receipts made it clear that the student had correctly paid twice. Those responsible finally apologized to the student in person with chocolate and a 50-franc voucher. "Customers must be able to take a stand immediately - otherwise, in my opinion, they are being spied on. "Sara Stalder, Foundation for Consumer ProtectionIn Bern, a 16-year-old girl recently had to report herself to the cantonal police after 22 thefts without warning. These examples show that consumers are recorded as suspects in the electronic systems of major retailers without them knowing about it. The reason for this may actually be theft. However, misunderstandings are also possible because customers divide the goods into separate accounts, or unintentional errors, such as those occasionally made by a cashier. Sara Stalder, Managing Director of the Foundation for Consumer Protection, criticizes the fact that data on shoplifting is recorded without informing customers: "Customers affected must be able to make a statement immediately or take responsibility for their misconduct - otherwise, in my opinion, they are being spied on." In a statement, Migros rejects the accusation of spying and instead speaks of "justified observation", which also has a preventative effect. Retailers use video to monitor whether customers correctly scan and pay for all products during self-checkout. If this is not the case, people who have used their customer card can be identified. According to data protection law expert Martin Steiger, retailers are not obliged to inform suspicious customers personally or to issue a warning after an initial incident. General information such as a sign indicating that video surveillance is taking place in the store is sufficient. Nevertheless, Steiger assumes that Migros will be accommodating in many cases. "Because it would not be proportionate to punish customers for mistakes that can also happen to Migros employees at the checkout." According to the Data Protection Act, however, customers have a right to information, as Hugo Wyler, spokesman for the Federal Data Protection Commissioner, explains. And within around 30 days. Steiger clarifies that in such cases, wholesalers may also refuse, restrict or postpone information. However, they must be able to "assert an overriding private interest". If the customer does not receive all the information requested, they are entitled to a justification, which in turn can be challenged in court. This right of access applies both to data stored on customer cards and to recorded shoplifting, which, according to verbal information provided by Migros, is kept separately. Source: https://www.derbund.ch/wirtschaft/unternehmen-und-konjunktur/migros-informiert-bei-verdacht-nicht/story/29160497
Hello Loxiran, thank you for your questions regarding subito self-scanning. I was happy to clarify this. 1. yes, you can request a follow-up check if you have the impression that something has not been carried out correctly. 2. for every validation in which a deviation (+ or -) was found, a validation protocol is printed with the deviating products, which you can of course request. 3. with the subito self-services, we work with a so-called bonus-malus system, which is known from car insurance, for example. If we detect deviations during random checks - whether deliberate or accidental - this can lead to more concentrated validations in the future. If everything is in order during these follow-up checks, they will become less frequent again. We can use your Cumulus number to check whether deviations have been detected. If you would like this information, please use our contact form: https://www.migros.ch/de/services/kundendienst/infoline/kontakt.html Kind regards, Richi
Guest
M-Infoline
Hello Loxiran, thank you for your questions regarding subito self-scanning. I was happy to clarify this. 1. yes, you can request a follow-up check if you have the impression that something has not been carried out correctly. 2. for every validation in which a deviation (+ or -) was found, a validation protocol is printed with the deviating products, which you can of course request. 3. with the subito self-services, we work with a so-called bonus-malus system, which is known from car insurance, for example. If we detect deviations during random checks - whether deliberate or accidental - this can lead to more concentrated validations in the future. If everything is in order during these follow-up checks, they will become less frequent again. We can use your Cumulus number to check whether deviations have been detected. If you would like this information, please use our contact form: https://www.migros.ch/de/services/kundendienst/infoline/kontakt.html Kind regards, Richi
@M-Infoline : But now I still don't know the correct procedure for unreadable barcodes...
@M-Infoline : But now I still don't know the correct procedure for unreadable barcodes...
Hello Polarstern90, thank you for your inquiry. You are welcome to contact the staff on site in such a case. Kind regards, Richi
Guest
M-Infoline
Hello Polarstern90, thank you for your inquiry. You are welcome to contact the staff on site in such a case. Kind regards, Richi
...means in plain language, if I have a non-scanned article in the trolley and scanner deposited + request for control = withdraw and pay at the cash desk, there they can give the BC by hand eu. Thank you, I will do it that way in this case -- if no control request, I can still draw the staff's attention to the unreadable BC and ask if payment at the control cash desk is possible - if they do not give in, then bad luck and say goodbye
...means in plain language, if I have a non-scanned article in the trolley and scanner deposited + request for control = withdraw and pay at the cash desk, there they can give the BC by hand eu. Thank you, I will do it that way in this case -- if no control request, I can still draw the staff's attention to the unreadable BC and ask if payment at the control cash desk is possible - if they do not give in, then bad luck and say goodbye
Polarstern90 I take Migros' answer as follows: As soon as the item cannot be scanned, ask a salesperson at Migros immediately. I would only complete the sale once everything has been clarified. If you complete the sale and only find out afterwards that you were unable to scan an item, it's too late. So always act before completing the sale/scanning.
