Handling Shoplifting Incidents at Walmart: A Comprehensive Guide

Shoplifting incidents are a frequent occurrence at retail stores, including Walmart. As a staff member, it is essential to handle these situations properly to ensure both safety and adherence to company policies. This guide outlines the appropriate actions to take when a customer is suspected of shoplifting but attempts to flee the store, leaving both scanned and unscanned items behind.

Understanding the Legal Angle

It is important to note that security personnel at Walmart are not law enforcement and therefore cannot legally apprehend a customer who tries to flee the store. Running from security is not a criminal offense. However, if a customer commits a theft or conceals merchandise, they can still be charged with shoplifting in most jurisdictions. The customer can be charged with shoplifting, but not with the offense of 'evading' unless they physically run from law enforcement who have been called to the scene.

Proper Handling of Shoplifting Incidents

Here are the steps to follow when dealing with a customer who attempts to flee a Walmart store with unpaid merchandise:

Do Not Chase the Customer: Avoid pursuing the customer as they leave the store. Chasing could escalate the situation and potentially lead to unnecessary legal complications. Note the Incident: Write down the time, location, and a brief description of the event. This information is crucial for record-keeping and potential legal action. Hold the Cart: Keep the cart containing all items, both scanned and unscanned, for evaluation. Notify Supervision: Use a two-way radio (if available) to inform your supervisor or a nearby manager about the incident. Verify the Receipt: Check the receipt to ensure that all items in the receipt correspond to those in the cart. Separate any items not accounted for and consider them as non-paid items. Generate a Training Receipt: With the assistance of a CSM (Customer Service Manager), create a “Training Receipt” to determine the accurate dollar value of the non-paid items. This process is necessary to recover the lost goods. Document the Incident: Enter all the information collected in a binder titled “RECOVERY LOG,” which is kept at each door of the store. This binder should have a page for each Door Host. Document Details: Each page in the binder should include the date, time, location, item description, total dollar value of the recovery, and a detailed description of the event. Also, include columns to mark whether the items have been recovered. Review and Evaluate: The supervisor will review the information entered in the “RECOVERY LOG” regularly. This review helps in identifying patterns, training needs, and evaluating the department's performance.

Conclusion

The key takeaway is to allow the customer to leave the store if they have fled without further pursuit. Instead, focus on documenting the incident and following the proper procedures to recover the lost merchandise. Proper handling of such situations ensures the safety of the staff and compliance with company policies.

By adhering to these guidelines, you can effectively manage shoplifting incidents, protect your store, and maintain a safe shopping environment for all customers.