Your manager should know there are ways to give her the cookies without the hassle. They just need to be properly pulled from inventory like the above comment says. We have 5 or 6 customers that come to town from their rural mountain community monthly for supplies and they always stop at our store for frozen pastries and coffee. We also give them grounds for their compost. They arrange pick up times with our store manager & their names are written on boxes of food in the freezer.

You can always file an incident report after the situation occurs. If you file enough against the same customer and she has a Starbucks account or membership, then Starbucks will contact her. Or your DM will give you the “go ahead” to ban her as you have supporting evidence. The reason you can’t sell frozen product is because we’re no longer suppose to do emergency food pulls, or pulling large amount of frozen food outside the 18hr and 3hr pulls. However, if you see her again you can always say “come back in 5 days and we will sell you a box of frozen cookies”. You can contact LSR and have it pull from your inventory correctly and ensure your store receives extra delivery of the product. Contacting LSR is pretty easy but you def would need to have your ssv or manager deal with it.

Why can't you sell her the frozen ones?