Violation of customers’ rights in supermarkets: they refuse to accept bills and demand payment for spoiled goods

In Ukraine, consumers have the right to use any banknotes and coins, regardless of their denomination. However, situations often arise in stores when cashiers refuse to accept banknotes, citing a lack of small change and asking customers to exchange them.

Experts from the Consumer Rights Protection program note that such an attitude towards customers violates the law.

“The lack of change is the problem of the cashier, not the buyer. If the cashier refuses to accept a banknote, you need to contact the store administration and record this violation,” the experts emphasize.

According to Ukrainian law, the responsibility for ensuring that there is enough money in the cash register to return the change lies with employees, so refusing to accept cash is illegal.

Experts emphasize that the requirement to find a place to exchange large bills represents a clear shift of responsibility to consumers.

If you are refused cash, here are your actions:

Contact the store administration.
leave a complaint in the book of reviews and suggestions;
File a statement with the State Service for the Supervision of Consumer Rights Protection and Human Rights, which deals with such violations.
Experts note that private security companies typically employ security guards in stores and are not the stores’ employees. Therefore, their actions regarding the demand for compensation for the goods cannot have legal force.

“Security guards do not have the authority to decide what to do with the goods. In cases of conflict, it is worth contacting law enforcement agencies,” experts emphasize.

If the security guard demands payment for the damaged goods, it is recommended to insist on viewing the surveillance camera recording to establish objective circumstances. However, lawyers warn that the video recording cannot always guarantee the fairness of the decision, so in such cases it is better to contact the police.