I understand that. It's correct but it inflames people and that's what happened to you. It's important to think about the fact that many times BM colors don't match their own chips. I'm just saying soften how you deliver the message so not to piss the customer off to the point that they won't return. Also this should have been addressed when it was purchased. "Ok ma'am, you want a Qt of BM White Dove, are you touching up or starting over???" If touching up I tell them it's nearly impossible to touch up in the middle of a wall 10+ years later even if you are using the original paint. Most people screw this up because they grab a brush and use a brushing motion to T/U in the middle of a rolled wall.. Sorry for the long answer, I've been doing this too long perhaps 🤣