Why do returns and discounts still rattle me at the register?

You've told me the plain part is easy now. Buttons, totals, thank-yous — done without thinking. It's the exceptions that shake you. A customer wants a refund. A discount doesn't match the sign. A number comes out wrong. Your hands know the routine. Your mind hasn't yet decided who is in charge when the routine breaks. Notice what actually rattles you. It's not the task. It's the fear of getting it wrong while someone watches. That's not incompetence. That's untrained judgment meeting a live audience. Your team feels this too. Each one stands alone at their own register. Each one tells themselves it's just them. You don't fix this by memorizing every exception — there will always be one you haven't seen. You fix it by deciding in advance what you do when you don't know. Pause. Ask. Follow the step that's actually written down. Practice that with people who face the same register, and the shake goes away faster than it will alone.