Shoplifting prevention and detection
Prevention
As most shoplifting (theft) offences are opportunistic crimes, there are various steps that can be taken to reduce theft. By initiating few or all of the following suggestions, business owners can reduce the opportunities for shopstealers.
- Acknowledge all of your customers
- Adequately light all selling areas
- Always face your customers, especially when using the telephone
- Always put merchandise away promptly and do not leave merchandise lying around unnecessarily
- Always secure keys on the person or in a secure area. Do not leave keys on the counter or desk
- Arrange store layouts for ease of supervising customers and stock
- Count the day's takings behind a locked office door and not in full view of the general public
- Empty the cash drawer regularly to ensure the minimum amount of cash is present at any time
- Ensure that price tickets are fixed securely to merchandise (where used)
- Have a rapid and unobtrusive system to alert supervisors
- Implement procedures to count the number of items being taken in and out of change rooms
- Keep cash drawer closed between transactions. Do not leave your cash register unattended
- Keep customers in view at all times
- Move attractive and expensive merchandise away from exits or shop corners, etc. place them in the middle of the merchandise area, raised areas or near the point of sale
- Place the cash drawer in a position that cannot be reached by customers at the counter. Either place the cash drawer under the counter or erect a partition between the counter and the cash register
- Serve children as quickly as possible
- Spend the maximum amount of time on the shop floor assisting customers, as opposed to being behind the counter
- The sales area should never be left unattended
- Use common sense, be vigilant and watchful
- Use one way entrance and one way exit flow systems in self service units
- Watch merchandise near the edges of tables or counters
- Watch out for customers who do not appear to have a deliberate purpose to purchase items
- Watch out for diversions
- Watch out for overcrowding around the cash register area, particularly by school children
- Ensure that that the business owner and employees are familiar with stock on display.
Detection
As a shop owner or employee, always be aware of customer diversions and within reason, remain suspicious. To assist in the detection of shopstealers, all business owners and employees should take note of the following diversions:
- Customers carrying large or oversized bags
- Customers carrying merchandise around the shop with them. You can advise the customer that you can hold the items at the counter whilst they look around
- Customers carrying newspapers. Newspapers can be used to conceal flat items such as books, magazines, etc
- Customer dress: take note of customers who wear jackets, overcoats, etc. when weather conditions do not require such attire. For example, is the pregnant woman actually pregnant or does she have a frame attached to her body in which she can stuff stolen goods inside?
- Customers who appear nervous, overly perspiring or agitated
- Customers who appear suspicious. You can approach the customer to ask them if they require assistance and/or reposition stock in their immediate area
- Ensure that customers are aware of your presence, as they may be less likely to steal
- Be aware of customers who are "sampling" merchandise that may not fit their character
- Customers who do not appear to have a deliberate purpose to purchase items
- Customers who leave your store very quickly
- Customers who place bags on the floor while looking at stock. Items can be easily dropped into a bag before the business owner/employee has a chance to notice
- Customers who refuse to be waited on
- Customers who remain in the store for lengthy periods of time
- Customers who frequently return to a particular spot within the store
- Customers who refuse to look you directly in the eye
- Customers who stand around rest rooms, stockrooms or stairways
- Be aware of persons who pose as tradesmen, particularly those in unauthorised areas
- Be aware of unsupervised school children in the store during school hours
- Be aware of groups of two or more customers. One customer may be conspiring to distract your attention while the other customer steals the items
- Tricks that customers may try to pull include: a couple fighting in the store whilst third person steals the goods, customers purposely falling over, customers dropping money or merchandise, customers spilling the contents of their purse, and faking illnesses.
Identifying an offender
If you do identify an offender, please use the Offender description form (PDF, 212kb) to record details about the offender.