If a company is aware that a customer cannot provide a receipt, yet still requests their personal information to facilitate a product exchange due to a defective item, but later denies the exchange based on the lack of a receipt, does this action violate GDPR? Personal information is not required to use the product or services.
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No, not based on the facts in question.
The company can reasonably take the personal information in order to locate any record of sale they might have, in the absence of a receipt. This is a valid and logical reason for which a customer may consent to the processing of their information. Consent is a valid GDPR ground for the processing of this personal information.
Consent must be informed etcetera, but nothing in the question points to any sort of GDPR problem.
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