Retailers have reported being unable to buy tobacco from cash and carries due to glitches with the tobacco track-and-trace system. 

Under the legislation, independent retailers must present a valid economic operator ID (EOID) when purchasing tobacco at their depots to prove they are legitimate businesses. 

However, several store owners told Better Retailing they were unable to purchase cigarettes due to their EOIDs being denied at checkouts. 

Retailers warned not to delete track-and-trace emails from Dentsu

One store owner said this had happened several times over a three-month period at Booker since the track-and-trace system was taken over by Dentsu Tracking. 

They added: “It did sort itself out eventually, but every two weeks I’d have to register for a new EOID. My Booker branch had no idea why it was happening. It just took a lot of time to try to sort out.” 

Booker and Dentsu Tracking were approached for comment. 

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