There may be occasions when someone may shoplift merchandise from Capstone, and we want to respond in a courteous, professional manner. If you suspect someone of shoplifting, please notify your manager/supervisor immediately. Please do not place yourself in harm’s way while attempting to prevent a shoplifting incident.
Be Aware
While the following behaviors and traits do not necessarily indicate guilt, there are signs to be aware of when observing customers in the store.
- Wearing unseasonable clothing or large clothes
- Carrying large bags or purses
- Standing around a particular area and not welcoming employee assistance
- Watching you, other people or other associates in the area
- Avoiding employees
- Selecting merchandise randomly without concern for price
- The most effective way to stop shoplifting is to take away the chance for a dishonest customer to steal.
Capstone needs your help to:
- Give fast, friendly customer service.
- Ask suspicious customers if you can help them.
- Check merchandise for concealed items.
- Watch out for quick change artists who try to confuse you when making change.
- Never turn your back on an open cash register. One person may try to distract you while another person tries to take money from your cash register. Be aware of this.
- Please do not accuse anyone of stealing. This is for your safety and to protect Capstone/ Northview from unnecessary liability.
- Capstone staff members are to never pursue anyone or try to detain them. If a suspected shoplifter leaves, try to get their physical description and license plate number.
- Contact your manager/supervisor immediately if you suspect you have a shoplifter in the store.
Management Procedure for Confronting a Shoplifter
Only a supervisor or manager may approach a suspected shoplifter. Capstone employees are prohibited from approaching a suspected shoplifter unless the shoplifter’s behavior poses a risk of serious injury or death to employees or the general public. The manager/supervisor must have another employee with them if this occurs.
To prevent false arrest claims, you must have a solid basis for probable cause before detaining someone for shoplifting. There are five steps that must be in place before approaching a shoplifter:
- You must see the shoplifter select the merchandise
- You must see the shoplifter conceal or carry away the merchandise
- You must maintain constant observation of the shoplifter
- You must see the shoplifter fail to pay for the merchandise
- You must approach the shoplifter after they pass the last chance to pay, preferably outside the doors
Once you have achieved the steps it takes to be able to catch the shoplifter, follow these next steps in detaining your shoplifter:
- If the shoplifter has a weapon or is believed to be armed, do not approach them.
- Tell the shoplifter who you are and tell them to come with you back to the manager’s office. Guide them to the office, do not lead them. Never turn your back on a shoplifter.
- If the shoplifter resists your efforts, do not physically use force or physically touch them, but ask them to go to the office with you.
- If they do not comply, return to Capstone.
- If the suspect flees, do not chase them. Return to the safety of Capstone. Without placing yourself or anyone else at risk, try to obtain a license plate number and full description of any vehicles.
If the suspected shoplifter complies and returns into the store, escort them to the Capstone office and ask them to return the stolen merchandise. Please ask for their identification and ask why they failed to pay for the merchandise. Do not forcibly take any merchandise from the shoplifting suspect.
After the suspected shoplifter returns stolen merchandise, let them know they are not permitted back into the Capstone store for a minimum of 12 months and have them sign the incident acknowledgment form (see appendix A). If the suspect refuses to provide the stolen merchandise, call the local police department.
Contact the Safety and Security Director or any police officers already on scene if they are available. Before the police arrive, prepare to report all details of the incident, including the cost of the items. When making your initial call to the police department, you should be prepared to provide the following information:
- The suspect’s name and date of birth
- A brief description (race, sex, approximate age)
- If you do not have a name, provide a more detailed description (race, sex, approximate age, height, weight, any unique features)
- Location where the suspect is being detained / what part of the store
- A contact person for the responding officer
- When the officer arrives, please tell them the facts of the case and that we are requesting the merchandise be returned. Please ask the officer to warn the shoplifter about trespassing and to place the shoplifter on the trespass list. If the theft meets the criteria below, then formal charges may be requested.
A prosecution (filing charges) for shoplifting may be requested under the following circumstances:
- The suspected shoplifter’s actions have caused physical injury to any person, including employees.
- The suspected shoplifter was warned for trespass within the past year and has returned to Capstone within one year (see appendix B).
- The suspected shoplifter has stolen merchandise with a total value over $150.00
- The suspected shoplifter is believed to have shoplifted or has stolen items from Capstone and Northview Church previously.
To reduce theft, Capstone staff can help in doing the following:
- Be honest and take pride in your work and our organization
- If you are not sure about a procedure, please ask
- Follow the procedures listed above for shoplifters