I think this is a huge debate. So what I was taught is we do our best with going through sky shelves, and we help customers; but if we know something is a penny or that the customer is reaching up there on their own, we can refuse service. Does someone have the SOP on what we do??? What's the correct procedure? There's a penny lady that got expired candy from our top shelf and went off on me for it being expired, and said it's technically on the floor. I was told our sky shelves are considered like the backroom, and we are obligated to help get items unless they're pennies or expired.
Edit: The last store manager didn't check dates for the year they worked here. We've been dealing with a lot of overstock, outdated resets, over packed sky shelves, and out of date products nearly every aisle. Our DM said to focus on truck anyway and do sky shelves/overstock/resets as we can, which with the hours, is maybe one sky shelf a week.