Just to piggy back off the return thing. My favorite incident, was when I was helping a guest at GS, and there were 2 or 3 people in line behind my current guest. I looked up and saw a routine coupon frauder I had denied multiple times before. He was a real dick, so I wasn't worried about ever having to be nice to him. I saw him double fisting a shit ton of bags, bulging with diet bills and nicorette gum. I paused with my current guest, got his attention, asked him if he had a receipt, while he was the 2nd or 3rd person in line. "I got my card," he says. To which I replied, "I'm not doing your return." Not even prefacing it with the whole, "receipt/original store" excuse. Just no. Lmao. He left.
I'm sure there were a few more exchanged words after that, but it's hard to argue a stern, "No, I'm doing your return."
I'm so appreciative that the LODs rarely come to guest service.