PayPoint’s Royail Mail Shops charged £170 for stamps supplied without their consent

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https://www.betterretailing.com/paypoin ... il-stamps/

PayPoint has invoiced stores for stamps delivered to them without their direct consent as part of its ‘Royal Mail Shops’ initiative.

Stores reported receiving emails and text messages informing them they would be sent Christmas stamps unless they ‘opt out’. The cost of the stamps – £169.66 was then applied by PayPoint to stores’ Direct Debit payments taken on 4 December.

Messages seen by Better Retailing show that while some retailers reacted positively to the move, many were unaware of the messages until the stamps were delivered, sparking frustration. One retailer commented: “It’s cheeky as most shop owners don’t read the promotional emails PayPoint send.”

A PayPoint spokesperson told Better Retailing this is the ‘first time’ it had sent stamps to stores. The spokesperson added: “As customers increasingly associate Royal Mail Shops with stamp availability, having stock on hand will help retailers to avoid disappointment and enhance the overall customer experience.”

Challenged by Better Retailing on why it is sending and charging stores for stamps without their direct consent, PayPoint claimed the stock is in ‘high demand’, adding: “We want to ensure retailers don’t miss the chance to stock them.” PayPoint said retailers were given a ’72-hour window to opt out’ and this was communicated via email and SMS messages.

Asked how stores can return unwanted stock, the spokesperson responded: “They can email contactus@paypoint.com. We will arrange a full reimbursement and handle the return of the stamps at no cost to the retailer.”

When asked whether PayPoint accepts that many retailers were likely to miss the opt out messages, especially during the peak Christmas trading period, the company’s response did not answer the question.

PayPoint also told Better Retailing:“We are confident that there will be continued demand for this stock in the run up to Christmas and into the new year. Royal Mail is also running national advertising and in-store promotions around Christmas stamps to raise even greater awareness of their availability.”

PayPoint’s deal with Royal Mail to convert 8,000 partnered stores into ‘Royal Mail Shops’, including new fascias and branding, is currently underway. The sites will be able to offer and sell an expanded range Royal Mail services, in direct competition with Post Office branches.