Loss Prevention Best Practice
Before approaching a shoplifter it is important that you identify the process of S.C.O.N.E
which relates to the main principles of Retail Loss Prevention & Store Security. It is a list of key points that MUST be seen before a stop & search can be done.
S.C.O.N.E
stands for:
- S
- Selection of the item
- C
- Concealment
- O
- Observation (The constant observation of the suspect, if you lose sight of them, they may have dumped the item, if you stop them you are in a position of wrongful accusation)
- N
- Non-payment of the item (Passing the last point of payment).
- E
- Exit (Leaving the boutique making no attempt to pay for the item. Remember if they have not exited the boutique they have not stolen anything).
Approaching A Shoplifter
If an individual is observed concealing merchandise the following procedures will help to recover the merchandise. Where practical inform the staff/manager of the boutique prior to taking any actions towards the shoplifter. Remember that your safety and well-being and that of our staff are the most important factor in these types of incidents.
Approach
the individual immediately upon concealment.
Utilize
a recovery statement. Example: “Can I hold that item for you at the cash desk for you while you continue to shop?” Do not accuse them of shoplifting but instead use a customer service oriented approach.
- If the individual refuses and leaves with the merchandise you MUST ensure that all elements of S.C.O.N.E
have been observed.
Identify yourself
as Chanel Security, firmly but calmly advise them that you have witnessed them remove merchandise which has not been paid for, and that you need them to come back into the boutique with you. Tell them where they hid the merchandise and exactly what merchandise they have stolen. This will let them know that you have been watching them the entire time. They may throw the merchandise at you and try to run or even return the merchandise to you and tell you that they “Forgot” to pay for it. This will be a clear attempt to down play or even explain away the crime. Do not fall for this. It is best to try to retrieve the stolen item while you are still outside the boutique, as this will confirm the theft and validate your detention of the shoplifter.
Detaining A Shoplifter
Tell the shoplifter that you need to take them back to the boutique to discuss the matter in detail.
Take them to the Security Control Office or Managers Office and retrieve the stolen merchandise from them, and take a picture of the stolen merchandise. Have a witness present, and if you have detained a female shoplifter, have a female present.
- Call the police on 999.
- It is important that you only detain the shoplifter for a reasonable amount of time and use no more than reasonable force when handling them; otherwise you may be exposed to Civil Liability for negligence.
- When the police arrive explain the reason why the shoplifter has been detained and show them the evidence of the merchandise stolen, and any supporting evidence such as witness accounts and CCTV footage of the theft, you should then hand the situation over to the police and obtain the names and badge numbers of the attending officers as well as a Crime Reference Number.
Inform a member of the In-house Chanel Security Team.
In the event that a member of staff informs you that an item has been stolen and identified the suspect, the security officer must challenge the staff member as to exactly what they have observed; has the staff member followed the elements of S.C.O.N.E? If possible the Security Officer should request a check of the CCTV of the incident to confirm the theft, and ensure displays & fitting rooms are checked to ensure the item has not been misplaced.
If the staff member is confident a theft has taken place, the Security Officer should ask the staff member to accompany them when making the stop has they would not have personally witnessed a shoplifting incident take place.
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