Business Link has linked up with The Office of Fair Trading to launch a new online resource designed to help local sales staff comply with the law when customers buy or return goods. 

The Sale of Goods Act (SOGA) is one of the main laws that relates to the purchase of consumer goods. SOGA covers elements such as quality of goods, how they are described when being sold, whether they are fit for purpose and when a customer is entitled to a refund.

Stephen Smith, Chief Executive of EMB Ltd, the organisation responsible for providing local access to the Business Link service says "The hub is a free online resource centre for retailers and includes a simple at-a-glance guide to the law, detailed explanations, practical examples and training materials which can either be used as they are, or incorporated into existing staff training programmes, making them suitable for both small and large firms. The material can also be tailored to help people deal with various levels of consumer contact."

The online guide helps retailers understand when a customer can legally expect to claim a refund, repair or replacement. 

It also provides information about their responsibilities, customer rights, guarantees, warranties, credit notes and what happens when a dispute with a customer cannot be resolved, together with a list of useful organisations that can provide further help and advice.

Stephen Smith concludes "We want this guide to help those retail businesses that sell goods to consumers to deal with customer complaints, refunds and returns effectively, ensure that customers stay happy and retailers and staff stay on the right side of the law."