Originally published at customerservant.com. You can comment here or there.

I just had an agent come to me with a situation in which a member received some medication from us on June 15th, and who says they’re concerned because some of the pills look different, yet neglected to call us about it until this morning.
It’s now August 9th.
Obviously you weren’t that concerned.
I let it through, because if a member calls and says their meds look different, then we have to transfer it just to avoid liability.
I can’t say I wasn’t tempted to deny it though.