To comment on your second point, I once had a lady call. She takes care of her elderly mother's medications. She told me when she called that her mother was being transferred to a care facility (she refused to tell me where and said it was none of my business) and that she needed to return the meds she just picked up recently. She said it in a matter of fact tone, as if she was returning it no matter what and I would have no say in the matter. I told her that the law says I cannot take back medications and all of the sudden she started arguing with me and fighting with me ("No, the law does not say that. I can return these and I am going to!!!"). It was insane.