Not In Receipt Of Understanding

I live in an area that is home to a lot of different nationalities, so not everybody speaks the language that well. This is just a student job and we are not allowed to do everything.

A woman comes up and buys a bunch of things, including a pair of expensive earrings in black. Near closing time, she comes back with those earrings.

Me: “Hello, how may I help you?”

Customer: *In very broken Dutch* “I bought these earrings here today and I would like to exchange them for the red pair.”

Me: “Okay, do you have your receipt?”

Customer: “No, but I just want the red pair instead of the black pair.”

Me: “Yes, but I need the receipt for that.”

Customer: “But I just want the red pair instead of the black pair.”

Me: “Yes, madam, I understand, but I need the receipt for that.”

Customer: “But it’s the same pair, just another color!”

She is getting mad and there is a line forming behind her.

Me: “Yes, madam, and again, like I said, I need the receipt. I need to scan the items in again because the codes on the back are different according to color.”

Customer: “But I just want to exchange it for the red pair.”

Me: “Yes, madam, I understand, but again, I need the receipt for that.”

Customer: “But I’ve been here this morning!”

Me: “Yes, madam, I know; I helped you this morning, too. But without the receipt, I cannot exchange the items.”

Customer: “But I don’t have the receipt anymore!”

Me: “Well, madam, that is too bad, but without the receipt, I am not allowed to exchange it.”

Customer: “But it’s the same pair, just another color!”

This kept going on for around fifteen minutes. I started getting annoyed and told her to go and take the earrings to my coworker, who is a full-time employee. After serving the other customers, I heard angry voices from the back of the store. After a while, the woman walked out of the store, gave me a nasty look, and left without the earrings.