Shoplifting. How to check customers delicately?

In the retail sector, theft is a common issue. It is difficult to monitor all customers at once, even with surveillance cameras. Chasing a customer who has already left the store is complicated, and no one will search for a petty thief a day or two after the theft is discovered. The best way is to prevent the loss of goods. Sometimes, this requires checking customers. 

Checking customers is a delicate matter: it must be legal, justified, and as discreet as possible. This article will help you develop a sound security policy without violating human rights.

Legal framework: what is allowed and what is not

Checking personal belongings

• Can you check customers’ bags and pockets? — Checking a customer's bag without their consent is illegal. A person cannot be forced without their agreement, even if there is suspicion of theft.

• How to check a customer's bag and pockets if theft is suspected? — A store employee may only ask to voluntarily show the contents. Even if the customer agrees, they must take out and show the items themselves — not the store employee. The police may also be called, but not in every case.

• When to call the police? — The police can be called only if there is a reasonable suspicion.

• What are the legal grounds for calling the police regarding a customer suspected of theft? — To avoid problems with the police, you must prove that you had substantial reasons to consider the customer a thief. For example, the alarm gate triggered at the exit, surveillance cameras recorded suspicious activity, or a cashier, guard, or another customer witnessed the possible offense and reported it.

Store internal policy

• A notice at the entrance saying “The store reserves the right to check bags in case of misunderstandings” has legal force only as an informational message, but does not grant the right to enforce it.

• Video surveillance must be marked with appropriate signs according to the law on personal data protection.

Customer rights

According to Ukrainian legislation, the customer has the right to:

• Demand evidence (for example, a video recording).

• Refuse to go to another room, such as the security office.

• Independently contact the police, court, or consumer protection authority regarding defamation, humiliation of dignity, or moral harm.

Therefore, you must act as delicately as possible and not forget about your store’s reputation. How to do this — we explain below.

How to recognize a potential thief?

Traditionally, signs of a thief include the following:

• Excessive nervousness, avoiding eye contact.

• Wandering without a clear purpose, frequent changes of direction.

• Attempts to hide goods in hands, clothing, or a bag; wearing too much clothing, loose-fitting clothes, or carrying a large bag.

• May look untidy.

However, this description often applies to inexperienced thieves or those attempting theft for the first time. Experienced thieves act differently. They may look completely inconspicuous, stylish, even well-dressed, groomed, smiling, confident, and friendly.

They often try to engage you in conversation to distract attention from their hands. Such thieves look directly in the eyes to control the situation, as politeness will make you maintain eye contact and miss the theft process. They are confident, sometimes arrogant, so you may feel uncomfortable asking to check their bag. They are skilled actors and sincerely indignant if suspected, saying things like “How could you think that of me? Why would I need your cheap socks…”.

They devalue the goods and make you feel ashamed for suspecting them. Often, they come with a companion who acts as a witness on their side. So, how to recognize a thief among customers? — It’s simple: the task is not to catch the thief, but to prevent theft in your store. 

How to prevent theft in the store?

• Do not let yourself get distracted. If a customer wants to chat, do not talk while making a sale — only consecutively.

• Be polite with customers, but keep an eye on their movements so they do not slip extra items into their bag. At the checkout, customers may even accidentally, while talking to you or on the phone, put an unpaid item together with the scanned ones. That is why cashier attentiveness is important.

• If you suspect that a customer took some items past the checkout, ask for the bag and rescan everything. Do not explain the reason, just say “There was a system error, we need to rescan the items.” Then take all items out of the bag yourself. 

What to do if you suspect a customer of theft?

How to talk to a customer suspected of theft?

Do not accuse directly. Use phrases like “We noticed something unusual, may we clarify?”, “It seems you forgot to pay for your purchase…”, “Excuse us, we are sure everything is fine, but a signal was triggered and according to store policy we must check”, “We just want to make sure everything is okay and you can leave calmly.” Such wording signals that the customer is not really being accused, that you believe in their honesty, and that the check is only precautionary. This puts the customer in a position where it is hard to refuse an inspection. If they are not a thief, they should have nothing to hide.

How to discreetly check a bag or pockets

• Avoid public humiliation. Invite the customer aside or to the administrator’s office. 

• Do not touch the customer’s belongings. Ask them to open the bag themselves.

• If the customer refuses — do not insist. Inform them that in case of refusal you will have to call the police. Say it calmly, without threats.

Restoring trust after an incident

If the suspicion was not confirmed — apologize, thank the customer for their cooperation, and offer a bonus, discount, loyalty card, or a gift.

How to protect the store from theft: a systematic approach

Technical measures

• High-resolution surveillance cameras placed at the entrance, checkout, and in areas with expensive goods.

• Anti-theft tags on packaging and sensor gates at the exit.

• Security staff at the store entrance.

• Dummy surveillance cameras for psychological deterrence.

Legal protection

• Documenting incidents. If theft is confirmed — make a report, call the police, and save video evidence.

• Theft insurance. Some insurance companies provide coverage against store thefts.

Organizational measures

• Staff training. Employees must know how to act in suspicious situations without breaking the law.

• Clear action instructions. For example: “In case of suspicion — inform the administrator, avoid conflict, do not touch customer belongings.”

• Greeting customers at entry and exit. This is not only etiquette but also a way to show the customer they are noticed.

Sample instructions for store staff

A checklist for store staff — short, practical, and legally sound. It can be used as an internal instruction for security staff, administrators, and cashiers. Sample checklist:

Theft prevention

✔️ At the beginning of the work shift ensure cameras are on and functioning.

✔️ Greet each customer at the entrance — this shows attentiveness and that every customer is being watched.

✔️ Monitor areas with goods, especially expensive ones.

✔️ Do not leave small or valuable items unattended.

✔️ Carefully scan product barcodes and check if the sale was recorded.

✔️ If the goods are weight-based, check the number of barcodes on the package — there may be several different items, each needing its own code.

✔️ Do not chat with customers while making a sale.

✔️ Ensure customers do not put items into already scanned goods themselves.

Legal boundaries

❗ Attention! Do not touch the customer’s personal belongings.

✔️ Do not force them to show their bag or pockets — only with consent.

✔️ If they refuse — do not argue, call the administrator or the police.

✔️ Do not physically detain the customer — this is illegal.

✔️ All actions must be documented (video, report, witnesses).

What to do if theft is suspected

✔️ Address calmly: “Excuse us, we noticed something unusual. May we clarify?”

✔️ Invite the customer to the security office to avoid drawing public attention.

✔️ Suggest voluntarily showing the bag: “Excuse me, could you please show the contents of your bag?”

✔️ If they refuse — do not insist, call the administrator, who will contact the police.

If the suspicion is not confirmed

✔️ Apologize for the inconvenience, thank them for cooperation.

✔️ Offer a 5% discount card valid for 1 month.

✔️ If there are no discount cards, issue a loyalty card for collecting bonuses.

Useful links for store owners:

The language of care: how to build strong customer relations in autumn

Advance payment for ordered goods: how to avoid fraud and not lose customers

Fraudulent and fake orders: how to detect and counteract

Store information security

Data security: cloud archive

10 tips for server protection

Power outages: where to find the schedule?

Autonomous power supply for stores: overview of solutions

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