Hi, CroiDhubh.
Rant away.I've worked in retail for many, many years and I can only imagine the amount of stress that must build up with you and your co-workers when dealing with a combination of weaponry and complete carelessness and/or ignorance/arrogance. I am no longer in a retail situation, and those of you that still are have my empathy and respect.
That being said, I really had no understanding of a firearm transfer at all. Hell, I had to Wikipedia it, and I'm still not sure I understand it. I guess my firearm purchases (before the sinkhole got them all) didn't require a transfer because state lines and the internet weren't involved. The thing that embarrasses me about this is that I tried to educate myself on the topic of guns, and here is an entire area of gun ownership that I had no idea about! Had I been in a situation where I purchased a gun from a shop on the internet and required a transfer, the only reason I would have every bit of information possible on the transaction is that I'm a paperwork hoarder and my own personal zen involves filing cabinets, folders and neatly-printed labels. Otherwise, I can only imagine the number of customers that are simply used to seeing what they want, ordering it on the net and then going to pick it up while not understanding that there are several steps required to complete this transaction. I had no idea that you (as a shop on the end of this transaction) had strictures required by insurance- although now that you've explained it, it makes perfect sense.
Yes, there is a serious need for education to make this go more smoothly!