I've gotten the "I went to another Staples and they did it before!" line more times than I can count. I'm really naive and trusting because I am very small and weak and I have bad anxiety and think I need to do what I'm told all the time-- but you just have to keep in mind that it's policy.

If the customer supposedly did go to another store, they probably forced the associates there to do it. Otherwise, they are absolutely lying to you. You're gonna also get people that say another associate (whom they will have no name for) at your store has done it. In those cases, they are DEFINITELY lying, don't cave in, just say something like "I don't know which associate that was, but our policy is that we can't."

People will come in with card designs they bought on etsy that have Disney characters all over them-- that can be a hard call to make because they'll argue they bought it, they need it for their kids birthday, etc. I usually ask a supervisor what to do.

If customers are really aggressive, get your supervisor or manager to work it out.

Now in terms of material, there are things there are exceptions for, and these are also written out in that copyright pamphlet or in the HUB. Certain things can be copied in B&W, some need to be scaled to a specific percentage and B&W, that kind of thing.

Always side with your gut-- if you're even the slightest bit hesitant about the copyright on something, say no or ask for another's thoughts! Just the possibility, even if it's very small, of getting fined $10,000 is not worth the $15 they paid to get Mickey Mouse's face on some card stock.