Dealing with the phantom product

[Kit-Ginevra]

This guy is impressive.We suspected he was half-inching goods from the store,but couldn't work out how.

Security followed him out of the store(we have to let them physically leave the main area,so they can't claim they just changed their mind about an item and were intending to return it to the shelf/dump it on the way out),but when he was brought it in all checked out-all the goods he had,he had receipts to match everything so we had to let him go.

It appears-although we can't prove it that he was checking out his shopping at the self-scan and then having a look for any discarded receipts lying about-and then collecting them,wandering back into the store and picking up that item on the receipt.

He has proof of purchase.There are cameras but unfortunately,they don't zoom in close enough to show what it was he actually purchased.They just show him going to the self-scan,paying for items and then leaving the shop a while later.And he states that the camera not showing him purchasing the item is not proof-that someone else bought it and gave it to him.

It's getting tedious now-security stop him,he provides receipts for all his goods so we have to let him go.And because each time he has provided proof of purchase,we cannot actually state he has been shoplifting.
He's now claiming if we take any action,he will take action against us for wrongful accusations.

Ideas?

[Sandman]

Do your receipts have a time and date stamp? That would be one way.

[Krivak]

Do your receipts have a time and date stamp? That would be one way.

That would depend. He could be doing the "nice thing" and helping people bring their carts to the corral, then grabbing the receipt if they left one. Would be a very close time to try and match.

Honestly, if it's that big of a problem, perhaps once you see the suspect enter, have someone tail him, obvious or not. When he leaves to go outside (presumably to find reciepts) have someone go out for "a smoke break". If he has a problem with the "smoker" looking his way, well, the coworker is on a smoke break and it's his business to look where he wants. Or if you have cameras outside the building, have them watch the guy in the lot. This is all assuming you're a store building, such as Walmart or Target.

If its a mall scene, you could have security follow him throughout the mall, claiming they were on a patrol route that just happened to be his route he was taking. Let it be a bit more than obvious that you're getting tired of it, and you're watching him. Closely.

Any thoughts on his credit card/cash payments and matching it to the reciepts? (naturally, only credit cards can be matched, but if he used a credit card for one transaction, but comes back in and it shows cash, could be another indicator, though its flimsy unless it has two different credit card numbers)

[Gerrinson]

Most businesses reserve the right to refuse service to anyone, at any time. Just tell him he is no longer welcome and that he needs to leave the premises. Granted, this plan might not fly well with Corporate, but if store level management is on board I bet you can make it happen.

[emax4]

Most businesses reserve the right to refuse service to anyone, at any time. Just tell him he is no longer welcome and that he needs to leave the premises. Granted, this plan might not fly well with Corporate, but if store level management is on board I bet you can make it happen.

I was thinking this same thing, but does there have to be justifiable clause for this? Can they refuse service because they want to or must they have a valid reason?

[wraiths_crono]

As far as I remember, a business can state ANY non race, gender, or sexual orientation reason for telling someone their business is no longer welcome. All that needs to be stated is "We are exercising our right to refuse you service." When he demands why, it can be left to LP or a manager to explain..

http://answers.yahoo.com/question/in...3074554AAJP6jF
http://www.lifescript.com/soul/self/...imination.aspx

couple good reads, BUT always check with managers, store owners, even ask a Police Officer for advice on how it could be done.

[MoonCat]

Are there cameras anywhere else in the store that might show him picking stuff up and just going straight to the exit?

[Difdi]

Part of the problem with catching shoplifters (in the US anyway) is that taking property a customer truly does own is a more serious crime than shoplifting. Shoplifting is theft by stealth, which is only a misdemeanor unless the value of the merchandise is large. But making a mistake and taking legitimately-purchased property from someone's person is robbery, which is a felony almost everywhere.

This is why stopping suspected shoplifters is usually restricted to LP, who are specially trained for it.

The standard for whether someone can be detained to the point of an involuntary receipt check in most states is sufficiently strict that in most cases, the lack of a receipt (or a wrong one) is just confirmation not proof. In other words, you have to have probable cause of theft before you can stop someone.

All of this can make it really annoyingly hard to catch a clever thief.

If corporate won't let you ban him on suspicion, then about the only thing I can suggest is to have store employees follow him and keep a very close eye on him. Pay attention to whether the self-scan beeps when he "scans" an item, watch the screen for canceled items or failure to pay.

Maybe have someone not in the store uniform tail him through the store to see what he picks up, what he puts down, and compare that to a list of everything he scanned and paid for.

If he really is willing to bring civil courts into the matter for defamation, he's also likely willing to involve the police and the criminal court system if you commit any crimes in your attempts to catch him.

[Irving Patrick Freleigh]

Probably nothing you can do other than follow him around and make him uncomfortable.

He does have receipts for everything, he seems to know how to game the system, and he knows his rights. Trying to detain him when you can't prove he's committed a crime, or taking things from him he can prove he paid for, can result in a much bigger loss than the stuff he's stealing.

I'd suggest checking the date/time stamps on the receipts against camera footage from those times, but it sounds like your cameras aren't very good. I find it kind of fishy that he would claim other people bought him stuff, but then somehow left without receiving it.

[Seshat]

Install higher quality cameras over the self-scan area. Ideally, conceal them in the existing cameras' cases.

[bankworking]

Bring receipts in from another store (or even from your store on a different day) and leave them where he might find them. Then either laugh as he tries to find items that don't exist in your store or catch him via the receipt not being from your store.

[Grendus]

Create a few bait receipts with several expensive but easy to lift items on it, and have customer service record the numbers. Scatter them in the areas where he's most likely to look: Self Checks, cart collectors, trash cans, etc . When he tries to "return" the items you'll have caught him red handed using a receipt that wasn't his. Call the cops, have him arrested and banned from the store. Ride into the sunset on your motorized cart valiant steed.