At a high-risk retail location such as the one I have been working at these past three years there comes a time when you are asked to be both a security guard for the products you sell and fence for the thieves that steal them.
All-day long you are on the lookout for those that might be trying to shoplift. It's usually pretty obvious and the company expects us to thwart these no-goodnicks by simply offering them amazing customer service which is actually just direct, unwavering observation, assistance, and silent harassment. While you are attempting to thwart injustice you get called away to help a real customer and without constant observation, the thief strikes and soon, you watch them walk out and half the time they set off the buzzers at the front of the store. It's too late and they've struck again and everyone looks at each other as if we've lost another one. We have failed in our half-assed attempts to thwart the criminal from stealing the master's property.
Secretly, but not that secretly, the masters don't really expect you stop most of the attempts. They expect the store to reach a certain amount of predictable loss (shrink) and it's more important to sell something and make money than to worry about petty theft. Even not-so-petty theft is acceptable as long as it isn't perpetrated by the employees.
It gets so that when a man walks out with $400 worth of electronics or an entire $1000 laptop it's just the cost of doing business. The police may or may not be notified. I just hope they never pull a gun and go for the cash. Sometimes there is a ton of cash. But they know that it's a major crime to rob someone and they also know that shoplifting is such a minor offense that most folks won't try to stop them. And if you try to stop them with force you can get fired so you just have to watch them walk out with someone else's property. You think that it's your job to stop them and to protect your own job security and to protect the companies interest and if you care about the store you work in, the other people that you work with and adhere to general community ethics then you feel like it is the same as stealing from you. It could easily be you anyway.
Then, just after watching one leave another one enters. This one you haven't seen before but they certainly look the part. They look shady as fuck and walk straight to the return line and hand the cashier a bunch of random shit that was obviously stolen. Sometimes they come up with some excuse like their grandma bought the products a few weeks ago and now she just doesn't need $250 worth of Epson ink that just happens to be sitting on the shelf nearby unprotected. Your grandma spent over $200 dollars on ink she didn't need? Or the one with ten random day-planners that no one has ever purchased in those numbers before and happens to be the most expensive options when they don't look like they've spent more than $10 on their clothing, backpack, oversized coat, and two huge handbags.
There is a rule that managers can refuse a return but managers aren't the ones at the registers most of the time. The ones at the register are typically younger, less experienced and barely trained. They don't understand the policy and since they are intimidated by both customers and managers they can't make complicated decisions about which policies to hold more strictly and which ones to break completely. They don't know how to professionally refuse the obviously douchey person trying to get money from nothing and some management teams might say to just do the return and some might say to use their best judgment.
The return policy also requires a receipt for a return except that telling someone that legitimately bought $100 purse just a day earlier that you won't give them a refund because they don't have a receipt is near suicide as they will either tell a higher-up that you were rude or they will just continue to argue with you until you just give up or they will say your racist or sexist or some other crazy shit. Dealing with an angry customer is no fun and to be avoided at all costs, for the most part. Having enough experience to understand when a customer crosses the line and demanding that they leave or you'll call the cops takes time to develop and the brand new cashier will just take the abuse most of the time until a manager steps in.
Ultimately the policies should be straightforward. They should be easy for the customer and for the cashier. It shouldn't be a guessing game or a complicated algorithm of whether or not the customer deserves a break this time either because they are super nice or obnoxiously demanding. Managers should be able to make decisions about who is not a real customer and security should either be a priority or not. It feels like a priority but it really isn't.
The contradiction occurs when someone thinks that the company wants to enforce laws. Companies, especially the largest companies, would rather the government never gets involved. Only when the problem becomes too costly do they resort to the police. This is due to two factors, as I see it. One is that companies and governments don't always mix well. Government's tax companies and inflict regulations that can make it difficult to do what the company wants and challenge what might make them more money.
The second reason is that people know that the government and especially the street cops are not going to stop petty crime. They probably won't even show up. They don't have time and the cost is not worth it. It is technically a crime but so is loitering, littering and public indecency. The "man" doesn't have the men to enforce all the laws. Companies have security systems but those are not usually reactive and some companies have a security guard and if it is really important they will have more guards and real guns but balancing the cost a human guard and the liability involved is complicated. It isn't usually worth the fight when it comes to petty theft.
When you work in an area that has extreme poverty and crime is rampant, especially petty crimes you see the stark difference between those vagrants and the majority of folks that are decent enough not to steal from you or show up too drunk and don't do hard drugs in the bathroom. These are the people to give great customer service and should be the real focus of the team but it is very distracting to have to judge all that come into the store in an effort to work as a deterrent to the baddies.
It is demoralizing and confusing to be expected to be both the security guard and the fence. To watch people walk out with product just to have them or someone that looks like them bring it back and put it on the counter and lie to you makes you feel the opposite of empowered. They say that they bought the product but you know they didn't and you were always taught that lying and stealing are bad and that heroes stop criminals and the right thing to do is to expose liars. Well, too bad. Just ask them for their ID and don't cause a ruckus and the corporate masters will deal with it in their way. Just go back to selling and signing people up for harassment emails and giving people undeserved discounts because they say the word "coupon" in some configuration that passes as a sentence and trying to explain how shit works to people who don't give a shit about how it works, they just want it to work.
Working with the general public can be a frustrating mess and most people do not understand the hardships that the lowly floor staff deal with on a daily basis. The main goal of a business is to make a profit and in that pursuit, they need to maintain a positive reputation. This means erring on the side of the customer and not doing things that lead to negative press or legal action. This means that associates take on the complicated task of representing a companies interest even if the ones who make the rules never know who those associates are.
