Phone Orders

 
People try and call to pay for alcohol over the phone.  It's fine when we know you, but if we don't, we're protecting you from fraud, so you do have to come into the store.

Phone rings.

Me: "How can I help you?"
Customer: "I want to buy some liquor over the phone and have my friend pick it up.  It's really for her."

Me: "I'm sorry, but you'll have to come into the store to purchase liquor."

Customer: "It's for my friend.  She goes there all the time.  I'm sure you know Jane Smith.  She has a cane and you know her right?"

Me: "Ma'am, I can't take your credit card over the phone for liquor.  You have to come in."

Customer: "But, I can't.  I'm in another state and this is for Jane Smith.  You have to know who she is.  She's there all the time.  She can vouch for me.  It's not a problem."

Me: "Ma'am.  I cannot take the order over the phone.  Sorry."

Customer: "Can I talk to a Manager?"

Me: "I am the Manager on duty.  I'm very sorry I can't help you."

Call ends.

Later, a woman comes into the store.  She has a cane and I immediately know what's going to happen next.

Jane Smith starts to tell me the story and I tell her that I'm the one who spoke to her friend.  She now has a problem with me as she could vouch for her.  

Me: "It's not needing to know you.  I don't know her and we are very cautious about credit card fraud."

That shut her up.

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