ACS Launches Guidance for Customers Shopping on Behalf of Others

ACS (the Association of Convenience Stores) has developed new guidance to help convenience retailers to support customers who are grocery shopping on behalf of others during the COVID-19 outbreak.

Launched today (21st April) the new guidance has been developed to inform convenience retailers about best practice on offering and processing ‘card not present’ payments during the COVID-19 outbreak for volunteers purchasing groceries on behalf of vulnerable customers or people self-isolating.

The Government has advised people who are at very high risk of severe illness from COVID-19 to ‘shield’ themselves from harm by staying home for a period of at least twelve weeks and avoid leaving their home for grocery shopping. Card not present payments are an alternative for customers who are unable to come into store, the details are typically provided over the phone by the customer and entered by the retailer into the card terminal. The use of CNP transactions for in-store shopping is therefore an unusual measure in order to help customers during the period of the COVID-19 outbreak.

ACS chief executive James Lowman said: “We have seen how convenience retailers have quickly adapted to ensure that they can continue to serve their communities through a range of measures including offering grocery delivery services, introducing social distancing measures and dedicated shopping times for vulnerable customers and NHS workers.

“Our new guidance will enable local shops to continue to support their local communities, including those who are shopping on behalf of vulnerable friends, family and neighbours.”

The guidance on card not present payments links to ACS’ established and well-received guide to offering home delivery services. This has also been updated to include new assured advice from ACS’ partners Surrey & Bucks Trading Standards, which covers how to display pricing, and issues around premium pricing and delivery charges. 

Both the CNP guidance and the updated home delivery guide are available to download here:

This entry was posted by Chloe on Tue, 21/04/2020 - 13:50