It is very normal to feel apprehensive about refusing a sale but there are some key strategies that can be used to approach the issue.

• Deflection – Refer to company policy as the reason for asking for ID – “I have to ask you for ID to prove your age as its company policy”
• Flattery – “You look incredibly young for your age – I just need to ask for ID to verify your age”
• Constructive – “I can’t serve you today if you don’t have ID but here is a leaflet that explains how you can get a valid proof of age”
• Always remain polite and professional and stay calm
• Remember to be firm and stand your ground

It is always best to avoid conflict and there are some ways you can help to manage this:-

• Early Intervention – if you notice young people preparing to make a purchase, make a non-confrontational intervention by saying “can I help you?” a simple interaction can put them off attempting to make a purchase
• Stay calm and polite – If you refuse a sale some people may become abusive towards you, an easy way to deal with this is by making it clear that its company policy and not your own decision.
• Seek Help – If the situation becomes uncomfortable or you fear for your safety always seek help from a colleague or if necessary contact the police.

Refusals register

It is vital that your pharmacy keeps a record of every time you refuse a sale. Ideally, you should have a book or folder to document each incident. Some POS systems allow you to track these on the system, which is fine as long as you can print a report if you are ever inspected. You refusals register should capture the following:-

• Date of purchase
• Product being purchased
• Time of purchase
• Name or description of the purchaser
• Any observations about the purchaser
• Name of staff member refusing the sale

You can download a refusals register from the No ID, No sale website.