You seldomly break company policy because it's a safety matter and those policies are there to keep people safe. You do find grey stuff in policies to keep things going and keep things continuing. Like for example when you are retoning something and they shredded the receipt you can do a like for like exchange on the item that is identical. You can like fudge the price of the item a bit so it can be easier exchange for one another. Another thing that you can like break the policy on is like make to like get things moving in in a fast and efficient manner and if you suspect something is wrong. There was a customer there was a line of like of like five people behind this customer. I was the cashier and like this guy was trying to do a retone and all he had was a picture of the email receipt. He didn't actually have the receipt or the actual email on him and to me rather than waste time trying to disciple for the email I just said we can't do it. It better for me to get the line out and get the line moving as fast as possible and get the people checked out in as efficiently as possible.