1 Greet the customer and introduce yourself

Approach the person in a friendly and respectful manner

?
2 Do the delivery instructions match the
person accepting the order? NO

YES

3 Request proof of identify and age ID

Can the customer provide valid ID? NO Does the customer look
25 years or older?
NO

YES

YES Request the customer to sign a

declaration confirming their identity NO
and being 18 years or older

YES

4
Look for signs of intoxication
Do you have reasonable belief that NO
the person is NOT intoxicated?

POLITELY ADVISE THAT YOU CANNOT DELIVER THEIR ORDER.

GIVE CLEAR, FIRM STATEMENTS EXPLAINING
YES THE REASONS FOR REFUSAL

PROCEED WITH SUPPLY Record the incident

Organise a return of the products to store