You notice a customer attempting to leave with unpaid items. What is the proper action?

You notice a customer attempting to leave with unpaid items. What is the proper action?

• A. Follow loss prevention procedures, alert security or LP, follow policy, do not confront physically, ensure safety.
• B. Stop the customer personally and confront them.
• C. Ignore the issue to avoid confrontation.
• D. Call a supervisor after the customer leaves.

Answer: (A)

When you notice a customer leaving with unpaid items, the correct approach is to follow loss-prevention procedures and safety policy. Alert security or loss-prevention staff and rely on the store’s established protocol rather than trying to intervene physically yourself. Staying calm, observing from a safe distance, and providing details to the trained LP team allows the situation to be handled properly and legally, while reducing the risk of harm to you or others. Confronting the customer or attempting to detain them personally can escalate danger and liability, and ignoring the issue or waiting until after they’ve left misses the chance to address the situation effectively. If needed, seek supervisor help or assistance from LP, and ensure you document what you observed for the incident report.

When you notice a customer leaving with unpaid items, the correct approach is to follow loss-prevention procedures and safety policy. Alert security or loss-prevention staff and rely on the store’s established protocol rather than trying to intervene physically yourself. Staying calm, observing from a safe distance, and providing details to the trained LP team allows the situation to be handled properly and legally, while reducing the risk of harm to you or others. Confronting the customer or attempting to detain them personally can escalate danger and liability, and ignoring the issue or waiting until after they’ve left misses the chance to address the situation effectively. If needed, seek supervisor help or assistance from LP, and ensure you document what you observed for the incident report.