Engines (Not) At The Ready

When we do returns on engines, we have a simple rule with anything gas-powered: no gas and no oil.

Me: “Hello, sir, welcome to [Store]. How can I help you today?”

Customer: “Yeah, I have one of the engines I bought from your store in Alabama. I was wondering if I can do the refund now before I bring it in?”

Me: *Visibly confused* “I’m sorry, sir, is it in Alabama?”

Customer: “No, it’s out in the truck. Can I get my refund?” 

Me: *Pause* “No, sir, I need to see the product to make sure there is no gas and oil in it.” 

Customer: *Now annoyed* “You’re not listening to me! I just need my refund.”

Me: “I’m sorry, sir, I cannot do it.”

Customer: *Now more annoyed* “Okay, what do I need to do to get my refund?!”

Me: “No gas. No oil. And it has to be in the store.”

The customer leaves, pissed. A manager is close by.

Manager: “Everything okay? What happened?”

Me: “He tried to get a refund on an engine without it being in the store, and it’s still full of gas and oil.” 

Manager: “Oh, you’re good, then!”