If you want to keep your business that should be the rule; if you want to conduct your business in a smart way you talk to customers and make them see they are not always right.
If someone comes back to my pharmacy wanting to have their money back for a medicine they bought, I explain in very nice terms that if I accept it back I cannot put in the shelf to sell to another customer
because I am responsible for medicines as long as they are in a controlled environment such as the pharmacy; after they leave the pharmacy I cannot guarantee they are in good conditions; I always ask what would that customer think if he/she knew I was selling a medicine that had been in someone else’s home.
Up to date I only had two customers refusing to understand this, so I gave the money back and put the medicine next to the expired ones, to be collected and then treated as pharmacy waste.
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