You should always ask for ID for any customer who is under 30 years old. Federal law requires you to ask for ID (and verify their age by carding them) for every customer who is under 30 years old. And, FDA requires you to do that each-and-every time.

Use A-E-R-O to respond, by saying, “I’m sorry, the law requires me to check customer’s IDs, and there are big penalties if I don’t do that. Is this something else I can get you?”

Important: Some states have an Age to Ask for ID that is higher than the federal law requirement. Know what that “carding age” is and inform the customer.

Confrontations with customers over age-restricted products can be one of the most challenging aspects of your job. Knowing what to do and say when such a confrontation occurs is critical to properly handling the situation, which is why your training in this area is important. If a customer starts to argue or becomes abusive, stay calm and politely explain that you are required to see ID from anyone under 30 years of age. Don't accuse the customer of being underage, and if they insist that they are of legal age don't argue with them. Just repeat that you are required to see proof of age. If the customer continues to argue, break eye contact and begin to help the next customer in line (or if your state has a higher age, inform the customer).

Don't let one abusive customer discourage you from carding in the future. As an employee with the responsibility for upholding sales laws, you are empowered to refuse any sales where the age of the customer cannot be adequately determined.

The law doesn’t change for Halloween. You need to ask for ID. Politely ask the customer to remove their mask so that you can examine the ID properly, including comparing the customer versus the photo on their ID, along with verifying their age and determining whether they are underage or an adult. And remember, expired IDs are not valid.

Having friends attempt to buy cigarettes from your store puts you in a bad position. Peer pressure is a big concern for many young cashiers. Nonetheless it is important—for you, your friends, and your store—that you refuse these sales.

Say, “I’m sorry, but it’s against the law. I could be fined and even lose my job if I sell cigarettes to you.”

Think about what would happen if you buckled under pressure and illegally sold to a friend.

Do you think if you sell cigarettes to your friends this one time that this will be the end of it? Not likely. Once your friends know they can pressure you into making an illegal sale, they’ll be back. Think about having to deal with this same situation over and over again! Do the right thing, deny underage friends’ attempts to buy age-restricted products.

You cannot sell to the underage teenager. That’s the bottom line. Even if the mom gave her teenager a note to hand to you that it’s ok to sell since the product was for the mom. No! Here is where A-E-R-O is your best tool. Apologize, Explain, Remove the Product if you retrieved it and Offer other service. You should say something like this, “I’m sorry, but your mom will have to come into the store to buy this product. There are strict laws that I have to follow. Please tell your mom it’s the law, and both you and I could get into a lot of trouble. You can pay for all these other items. Would you like to do that?”

No, you cannot if they are underage. FDA regulations require you to deny the sale to underage customers. FDA details a list of products, components and parts that are age-restricted. Officially, they are known as “Electronic Nicotine Delivery Sales” (ENDS) and they include: e-cigarettes, e-hookah, e-cigars, vape pens, advanced refillable personal vaporizers, electronic pipes, components & parts (such as e-liquids, atomizers, tank systems and batteries).