Airing Out Your Dirty Laundry

(I work for a large, well-known retail store. Our policy for returns states that you either have to have the receipt or a valid ID. This is an exchange I have with someone trying to return an item.)

Me: “Hi, how can I help you?”

Customer: “I need to return this laundry soap. I got the wrong kind.”

Me: “No problem. Do you have the receipt?”

Customer: “No, I just want to switch it out.”

Me: “Okay, do you have an ID? I can use that, instead.”

Customer: “Not a valid one.”

(At this point, I lean over to my manager and explain to her that he doesn’t have either, but ask if it’s okay because it’s just a small purchase and a straight-across exchange. She says it’s okay. I start ringing it up, until I get to the part where it asks for an ID.)

Me: “Okay, what do I do now?”

Manager: “Just put in his ID number.”

Me: “Um… he doesn’t have one.”

Manager: “Oh! Then we can’t do it.”

Customer: “I have an invalid ID; can I use that? The d*** state took and suspended it!”

Me: “I’m sorry, sir, but no.”

Customer: “Seriously?! I drove all the way here, and you can’t just f****** exchange it?! It’s the same d*** thing!” *walking away now* “I can’t believe this f****** place!”

Me: *to manager* “If the state suspended his license, why is he risking going to jail to exchange some laundry soap?”