Age Verification Refusal Script and Sign-Off Log

Turns a clerk's rough notes about a refused sale into a calm, short script the clerk can say at the counter, plus a clean log entry the clerk and manager sign.

Convenience or liquor storeRetail✓ Checkedv1.0

Before and after

BEFORE · what the owner typed

Graygate Corner Market, 7345 Fairgate St, Cedarcroft. Phone 234-555-0198. Clerk Simone Hopkins, manager on duty Stuart Kirby. Thursday 9:40 pm. Guy tried to buy a 6 pack of Hollow Pine hard cider and a pack of Dunmere Blue cigars. Showed a driver's license but it was expired. Our policy is we only take unexpired government photo ID, no exceptions. He got loud and said everyone knows him here. Said he'd go get his other card from his truck, a tan 2011 Chevrolet Silverado parked out front, but never came back in, just drove off. Simone called Stuart over when he got loud. Need the script and the log.

AFTER · what the skill produced

Counter script for Simone

"Hi, how are you doing tonight?"
"I can't sell you the cider or the cigars."
"Our store only accepts an unexpired government photo ID, and this one has expired."
"I'm happy to ring up anything else you need."

If the customer argues, hold the line

"I understand, and I'm sorry for the trouble. I can't make this sale without a valid ID."
"This is our policy for every customer."
"I'm going to get my manager if you'd like to talk it over."

Log entry: Refused sale

Store: Graygate Corner Market, 7345 Fairgate St, Cedarcroft, 234-555-0198
Date and time: Thursday, 9:40 pm
Clerk: Simone Hopkins
Manager on duty: Stuart Kirby
Item requested: one 6 pack of Hollow Pine hard cider and one pack of Dunmere Blue cigars
Refusal reason: ID presented was an expired driver's license. Store policy accepts only unexpired government photo ID.
What the clerk said: Told the customer the sale could not be made because the ID was expired and offered to help with other items.
Customer response: Raised his voice and said he was well known at the store. Said he would get another card from his vehicle.
Manager involvement: Clerk called Stuart Kirby to the counter when the customer got loud.
Outcome: Customer did not return inside. He left in a tan 2011 Chevrolet Silverado that had been parked out front. No sale was made.

Sign-off

Clerk: Simone Hopkins. Signature: ______________ Date: ________
Manager: Stuart Kirby. Signature: ______________ Date: ________

Questions for the owner

Does the store want the customer's name or a description recorded if the clerk knows it? None was given, so none is listed.
Does the store have a required next step after a refusal where the customer becomes loud, such as notifying the owner? None was given.

What it does

Turns a clerk's rough notes about a refused sale into a calm, short script the clerk can say at the counter, plus a clean log entry the clerk and manager sign. It gives the store a written record of what happened.

Use it when: Use when a convenience or liquor store needs a staff script for refusing an alcohol, tobacco, or vape sale because of age or ID problems, and a sign-off log entry for the refusal, such as "customer had no ID," "write up this refused sale," or "log this ID refusal."