"Can I Get A Refund?"

In the course of working in a pharmacy, I've dealt with some demanding clients. Most can be placated with a few polite words or a smile, but the really difficult ones tend to be another story. Typically, difficult clients tend to fall into one of two categories: the ones who expect you to bend over backwards for them, and the ones who get angry at you for not bending over backwards enough for them.

The age of the client also tends to have a direct correlation with how angry and loud they become, and the number of times they threaten to go to another store.

"What do you mean, this product was discontinued three years ago? It was a great product and you should have bought tons of it before they stopped making it! I'll do my shopping elsewhere from now on!" At that point, you can usually hear the client yelling from the opposite end of the store, and you can usually hear them muttering on their way out. After all, when you're muttering, even if you're muttering loudly, no one can possibly hear you. These are the difficult clients, where even if you do your best, it's like you did nothing at all.

The same problem pops up with difficult clients and medications. In Quebec, and likely in most places, the law is clear: once the medication has left the pharmacy, it cannot be returned. That law doesn't alwats stop people from trying though.

"I bought these pink pills two weeks ago, but they aren't the right ones. I want to exchange them for the yellow ones."

"But the bottle is half-empty."

"I don't care. Refund those pills or I'll go elsewhere."

Once medications have left the pharmacy, we have no control over what happens to the pills. Sparky the dog could have drooled all over them, or chewed them up and swallowed them, only to vomit back up the pieces. Or maybe the person dropped the pill on the floor, stepped on it and then had to dig it out of the treads of their shoes. The possibilities are endless. So the law about no returning medications once they're out the door isn't meant to be obnoxious, but rather to prevent clients from returning Sparky puke and the pharmacy selling it to the next person in line.

Even if the pills are vomit and slobber free, the law applies. But as long as rules have exceptions, you will find clients who believe they are the exceptions to every rule.

"Well, I didn't use them, so exchange them." Nope, still can't. Then the client usually brings out what they think is their biggest selling point:

"I've been a client of your pharmacy for over twenty years! If I want a refund, I should get one! Where's your boss? He'll give me the refund."

Of course, slime free or not, my boss can't take back the pills. But sometimes, all people need is to hear the same spiel about pharmacy laws from someone they perceive as a higher authority before they finally accept the fact that they won't be getting that refund after all. Or at least, they will accept it until the next time it happens.