Shoplifting Awareness
What types of behavior do shoplifters engage in that will call attention to their intent?
Amateurs (professionals, to a lesser degree) inadvertently TELEGRAPH their INTENT to steal through:
• NERVOUSNESS
• Moving the head to look to sides and behind (”scoping the area”)
• Seeking a refuge–an uncrowded place within the store.
• Face flushing uncontrollably.
• Circling the immediate area of the target item.
• Handling an item for a long period.
• Displaying cash (a ruse to convince others they will pay).
• Wearing used/old clothing that can be switched for new.
What must I remember before I confront someone for shoplifting?
‘‘Deliberate with caution, but act with decision and promptness.’’ – Charles Caleb Colton, c. 1780-1832 English cleric, sportsman, wine merchant
When surveillance reveals that someone is shoplifting, you begin the detention phase with your effort to confront and apprehend. The decision to confront a suspect must not be taken lightly.
Before you confront someone, remember six crucial questions about the surveillance you have undertaken thus far.
SIX QUESTIONS
1. Did I see the suspect APPROACH the display prior to taking the merchandise?
2. Can I IDENTIFY the merchandise?
3. Did I see the suspect REMOVE the merchandise from the display?
4. Did I see the suspect CONCEAL or alter the merchandise?
5. Did I maintain uninterrupted surveillance, or OBSERVATION, of the suspect?
6. Did the suspect LEAVE the store without paying for the merchandise? Am I certain the suspect did not DITCH the concealed item(s)?
Note that the first letters of the underlined words in questions 1 – 6 spell AIR-COLD. Use this acronym as a reminder of the requirements when dealing with a suspected shoplifter. Stop a suspect only if you have answered all six questions with a YES. These questions demonstrate probable cause, hence giving you a right to stop the suspect without being sued.
How should I handle the investigation of a shoplifter in order to avoid liability?
To avoid later liability charges, AN INVESTIGATION HAS TO BE REASONABLE in three respects:
1. The MANNER in which the suspect is treated.
2. The METHOD of gathering and receiving facts.
3. The TIME in which the investigation is completed.
During the investigation phase your company will:
• Allow the suspect an opportunity to EXPLAIN their actions and produce concealed items for examination relative to OWNERSHIP of the apparently stolen goods
• Ask the suspect questions such as, “Do you have a sales receipt?”
At the conclusion of the investigation phase, the merchant is privileged to hold the suspect for arrival of a police officer without mistreating him or her (e.g., no accusations, no excessive force, no forcing a search without suspect’s consent, no use of threats to prosecute in order to obtain confession).
How can I tell if our company is vulnerable to shoplifting?
• Do employees have clear visibility of easy-to-steal merchandise and of customer activity?
• Is their vision hindered by counter displays?
• Does the lighting adequately reveal what customers are doing?
• Are end displays low or shallow enough to reveal people behind them?
• Are your displays neatly arranged so that it is obvious when items are missing?
• Are tall displays against the wall so that there is no hiding place behind them?
• Are floors and shelves kept clean and orderly to indicate that these areas are tended to on a regular basis?
Tags: External Theft, fraud blog, liability, loss prevention blog, security blog, Shoplifter, shoplifter behavior, Shoplifting, shoplifting blog, surveillance, theft blog
