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Helping Retailers and Licencees Stamp out under age sales
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GUIDANCE FOR RETAILERS


If you are a retailer of age-restricted products – for example, alcohol, tobacco, solvents, National Lottery, DVDs, knives, fireworks – it is vital that you are aware of your responsibilities and that staff are full trained and supported. Below are some guidelines and ideas to help retailers and licensees.

  1. Implement the No ID, No Sale! campaign in your business, and adopt it as a strict policy. By clearly displaying the materials you make it very clear to young customers that if you are in doubt as to a person’s age, you will not sell unless valid ID is provided.
  1. Do not accept any ID cards that do not feature the PASS hologram. The PASS hologram gives you peace of mind that the ID is valid and genuine. Do not accept student cards, travel cards or company identification.
  1. Ensure that staff are fully trained on all aspects of under-age sales. 
  1. Always use a Refusal Register to record instances when a sale is refused. This is Best Practice and may help you if you are prosecuted or fail a test purchase. Ensure that the Refusal Register is located near the till, and that all staff use it.
  1. Ensure that you have a supply of CitizenCard Application Forms. A form should be offered to any customer who is refused service. This often helps to defuse a potentially difficult situation. Forms can be ordered here.
  1. If you are unsure of a person’s age, always ask ‘Do you have some ID?’ rather than ‘How old are you?’ If they do not have valid ID, do not serve them.
  1. Make contact with your local Trading Standards Officer. They may be able to give you extra support and advice.
  1. If you think that someone might be under-age, ask them for ID. This will help to ensure that you do not unintentionally make an illegal sale.
  1. When you are presented with ID ensure that you use a strict three-point check:
    1. Check that the photo on the card is a photo of the customer
    2. Check the age of the customer. PASS approved ID Cards make this very simple.
    3. Check that the card has a PASS hologram. If it doesn’t, do not accept it.
  1. When refusing a sale, follow these simple rules:
    1. If a customer objects or becomes difficult, de-personalise the situation by explaining that it is the law and company policy. Phrases such as ‘It’s not you that’s the problem – it’s the fact that you don’t have valid ID’
    2. Be discreet – do not humiliate a customer in front of other customers or their friends.
    3. Show customers the No ID, No Sale! Valid ID Poster
    4. Do not antagonise young customers - they will one day be the legal age, and you want them to come back.
    5. Always have CitizenCard application forms to hand. This way you are offering the customer a solution.

     

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