Skip to site content Skip to main menu

Tell us whether you accept cookies

We use cookies to collect information about how you use the Police Scotland website. We use this information to make the website work as well as possible and improve our services.

Set cookie preferences
Exit this site

Reporting shoplifting online - retailer handbook

 

On this page

 

Retailer handbook

This page is also available to download as a PDF (2MB).

 

What online reporting is

Police Scotland has introduced a new online crime reporting system for reporting shoplifting (sometimes called "retail crime") in Scotland. This is a modern and efficient way for you to report shoplifting crimes directly to Police Scotland, bypassing the traditional need to call 101.

This secure system replaces the need to call 101. It allows you to submit all necessary information for an investigation, getting you and your staff back to the shop floor faster.

 

How this process is a better solution for your business and the community

It saves you valuable time and money

Quite simply, the new form is more efficient than calling 101. No more waiting on hold to speak to an operator. Staff can complete the online report and upload evidence at a time that suits the business, allowing them to get back to serving customers.

It speeds up the justice process

This system gets evidence to the right people, faster. After you submit your report, we will ask for your CCTV via a secure link. With CCTV evidence uploaded, police and prosecutors can review the case almost immediately. It eliminates the delays of an officer physically collecting evidence and transferring it back to the station. Cases can be investigated and resolved much more quickly, leading to faster arrests and court proceedings.

It gives police better intelligence to target offenders

When reporting is quick and easy, businesses are more likely to report every incident, not just high-value thefts. This data is vital. It allows police to build an accurate, real-time picture of the true scale of retail crime. It helps officers identify emerging trends and hotspot areas. Most importantly, it helps police spot and track prolific, organised offenders who target multiple stores.

 

The types of incidents you can report online

Only report shoplifting using the form for incidents where the offender has left the store and there is no current risk of danger or harm to your staff or customers.

If the offender is detained at your store, there is any risk or danger, or another crime, such as assault of a staff member, has taken place, please continue to report to Police Scotland using one of the following methods.

In an emergency, call 999

This includes situations where:

  • someone’s in danger or hurt
  • the incident is happening now
  • the suspect’s still there

When it is not an emergency, call 101

You should call 101 when:

  • it involved another crime (for example, hate crime, threats, or assaults on staff)
  • you think someone involved may be under 12.

For anything else, use the online shoplifting form

For anything else, you can report a shoplifting incident on the Police Scotland website.

 

Requirements for online reporting

When you can use online reporting

Direct reporting applies when all of the following are true:

  • The offence you are reporting is a shoplifting.
  • The offender has left the store.
  • This form is for a single shoplifting offence. You must submit a separate report for each additional incident.

When online reporting does not apply

Direct reporting will not apply when:

  • The offender is detained at the store for police to attend.
  • Any other offence has taken place at the same time – for example, an assault, or a staff member was threatened.

 

What action you need to take

Every time an offender steals from your store, we need you to consider if the circumstances fit the online reporting criteria.

If the circumstances do fit, a member of staff should submit an online report for that specific incident to Police Scotland. In these specific circumstances, you do not need to report the theft to the police in any other way. You will need to provide good quality CCTV footage of the offence (if available); we will request this from you via email after you report the crime.

Who should report

We encourage the staff member who witnessed the incident to complete the online report. Alternatively, a manager or security officer can submit the report if it is more suitable for your business.

 

Before you start

Make notes: while the incident is fresh, write down what you saw and who else was involved in a notebook or incident log.

Gather details: you will need the following information for the online form:

  • A description of what happened
  • A description of the suspect
  • An estimated value of the stolen items
  • Details of any witnesses
  • CCTV footage of the incident (if you have any)

 

After you submit

After you submit your report, the process follows four steps:

  1. You will receive an immediate confirmation of your submission and a submission reference number.
  2. After Police Scotland reviews the report, you will be emailed an official crime reference number.
  3. A link will be sent to the email address you have provided for the CCTV footage to be uploaded. Please allow up to 36 hours for this email.
  4. A police officer may attend at a later date to take a formal statement.

 

What action Police Scotland will take

Once we receive your online report via our website, we will create a crime report and generate a crime reference number for you. This will be sent to you via email; please use it in any correspondence with us about that specific theft.

  • You, or a relevant person, will receive a Digital Evidence Sharing Capability (DESC) link. This is how you provide CCTV evidence to Police Scotland (if CCTV is available).
  • Every crime report is subject to individual assessment of threat, harm, risk and vulnerability, and for proportionate lines of investigation and evidence. Where investigative opportunities are identified, the investigation will be passed to a police officer.
  • Some reports may be assessed and directly filed onto our systems as intelligence for local police officers. If no proportionate lines of enquiry are evident, you will be informed of this.

 

Where to complete an online report

You can report a shoplifting incident on the Police Scotland website.

 

Digital CCTV capture via DESC

Gathering CCTV footage can be a lengthy process, often requiring police officers to visit you to request the footage and return later to collect it. Our Digital Evidence Sharing Capability (DESC) changes how digital evidence is collected, viewed and shared across the justice system. It enables police officers to request CCTV and other digital evidence via a link sent to the witness or business. This digital evidence is then easily shareable within the criminal justice system.

 

What makes good CCTV

CCTV evidence should cover the offender's full journey throughout the store, including the point where they select the items and leave without paying. We understand that there may be blind spots in your store, in which case the minimum we will require is the person selecting the items and leaving without paying.

To help with identification, CCTV should show a good facial image of the offender. This is vital if the person identifying the offender is doing so only from the CCTV footage. It may be possible to report the crime to the court without a good facial image if the person identifying them has witnessed the offence in person.

 

Signs someone may be planning shoplifting

Shoplifters come from all areas of society. Although financial gain is usually the main motivating factor, peer pressure and even threats from others may motivate offenders.

While it is important not to stereotype customers, certain behaviours can indicate a potential intent to steal. Staff should be alert for individuals who:

  • Spend more time watching staff, looking for CCTV cameras and other customers, rather than shopping.
  • Wear clothing inappropriate for the weather, such as heavy coats, to conceal items.
  • Repeatedly refuse offers of help.
  • Have foil-lined bags, used to conceal goods with security tags.
  • Enter in a group, with one or two members causing a scene to distract staff, whilst others conceal goods unnoticed.

Tips to help prevent shoplifting

  • Proactive customer service shows staff are observant and is an effective deterrent to thieves.
  • Keep high-value products covered by CCTV if possible, and away from entrances and exits.
  • Ensure there is good natural surveillance in all areas of the premises. Avoid blocking sight lines or CCTV camera angles.
  • Ban known offenders from your premises. Inform colleagues and partners that a ban has been issued.

 

Common shoplifting techniques

Whilst each shoplifter will have their own preferred method of stealing items, there are some common techniques to look out for. The techniques will vary according to many factors, including the size or value of the item, the layout of the store, the motivation of the offender and the security measures in place.

Concealment

Most shoplifters will seek to conceal items and then leave the store without generating attention. They may use bags or coats, pushchairs, or other items to help conceal stolen property. Changing rooms are particularly attractive as items can be concealed in privacy, without drawing attention.

Fraud

Shoplifters will change price tags, or take items from the store and try to seek a refund, even though they have not paid for them.

Grab and go

Some offenders will favour the brazen approach, relying on the element of surprise and slow reactions of staff. This is particularly effective in stores with large quantities of desirable items close to the exits, or where display cartons are used, meaning bulk amounts can be stolen easily.

Distraction

Lone offenders may ask staff to check for stock and then take items whilst the shop floor is empty. Sometimes offenders work in groups where one will steal whilst others cause a distraction. This could be a false medical emergency, making a complaint, or asking for directions or assistance.

Opportunities

Shoplifters will look for opportunities to steal when they are less likely to be caught. Key times include:

  • When staff are busy serving other customers.
  • During a shift change, when there may be fewer staff on duty.
  • When deliveries are being unloaded.

Nesting

A shoplifter will take a small, high-value item (like cosmetics or razor blades) and hide it inside the packaging of a larger, cheaper item (like a box of tissues or cereal). They then proceed to the checkout and pay only for the larger, visible item, smuggling the concealed product out.

 

How to deter shoplifting

Think about factors that would make stealing easier – privacy, lack of supervision and easily accessible items are likely to be high on the list.

Think E.A.S.T.

E – Engage

Do you have a policy to meet and greet people as they enter the store and ask if they need any help as they shop, for example offering customers a shopping basket? Making eye contact can also show you have acknowledged their presence. Most customers will react favourably to engagement, whereas possible offenders will attempt to remain unnoticed.

A – Assist

If you identify someone acting suspiciously, approaching and offering assistance to the individual will alert potential offenders that you are aware of their presence within the store, and may deter them.

S – Stay focused

Be on your guard when large groups enter the store together. Be aware of those who distract staff, enabling others to commit crime. Identify areas in your store that are more vulnerable to theft or concealment, and advise staff to regularly visit those areas when they are on the shop floor.

T – Transmit

If you observe known offenders or suspicious activity, communicate to colleagues or CCTV immediately, passing relevant information clearly and concisely. Most shoplifters will not pose a risk to staff, but those under the influence of alcohol or drugs, or simply determined thieves, may do so. Make staff aware of how to identify risk factors and what the company policy is on dealing with shoplifters.

Your store layout can play a big part in crime prevention. Never store high-value goods close to the doors. These items are most likely to be stolen, as shoplifters can simply grab them and leave before staff have even noticed their presence.

Visibility

Make sure your staff on the shop floor have a good view around the store; high shelves, narrow aisles and dead ends all make it easier for shoplifters to work undetected. Can your staff see into and out of the store to spot anyone loitering outside?

Tills

Tills should be positioned close to the doors so that staff can monitor people entering and exiting the store. Consider using convex mirrors on the walls to maximise opportunities for surveillance.

Fitting rooms

If you are unable to always have a member of staff in the fitting rooms, consider locking the room and advise customers that staff will be happy to assist if they require the changing rooms. If you have an attendant at the changing room door, they should monitor the items being taken in and out, and be wary of shoplifters either wearing shop items when they leave or attempting to conceal non-clothing items in the changing rooms. A prenumbered tagging system will prevent disputes over the number of items that have been taken into the room.

Remote control entry lock systems can assist in deterring unwanted customers. In the past, items have been passed to an accomplice in the next fitting room, or hidden in a roof cavity to be collected later. Items are often de-tagged inside fitting rooms and concealed on the person or inside bags. These tags are then hidden out of view.

Offenders may also use toilets when engaging in criminality. Consider Electronic Article Surveillance (EAS) systems at toilet entrances, or regular staff checks within these areas.

Use clear and visible signage

Prominently display signs stating that CCTV is in operation and that all shoplifting incidents will be reported to Police Scotland. This acts as a strong psychological deterrent, reminding potential offenders that they are being watched and that there will be consequences.

 

Handling confrontation

Dealing with aggressive behaviour is tough. Your safety is always the number one priority. If you ever feel threatened, step away and find help immediately. Use the S.A.F.E. method to stay in control.

Think S.A.F.E.

S – Step back and stay safe

Take a step back to give yourself space. Ask them to do the same if needed. Keep your body language open and non-threatening. Avoid crossing your arms or pointing. Make sure you have a clear path to exit. Do your best to avoid being cornered.

A – Assess the situation

Take a deep breath. This helps you think clearly. Look for signs of aggression: clenched fists, a raised voice, pacing, or abrupt movements.

F – Find your voice

How you say it is more important than what you say. Speak calmly and clearly, in a lower tone than they are using. This is a powerful tool. Use phrases that show you are listening, such as 'I understand you're frustrated' or 'I can see why you're upset.' Make eye contact to show you are taking them seriously.

E – Exit

You do not have to tolerate abuse. It is not part of the job. If you feel threatened, remove yourself from the situation. Walk away to a secure staff room or office. Alert your manager or security team immediately. Use a panic button if available.

 

Banning offenders

You are within your rights to ban anyone from your shop if you believe they have stolen, or pose a risk of stealing, from your premises.

You can also ban anyone who persistently causes a nuisance. Ideally, hand them a letter to show them they are banned, and let all staff know to ensure everyone enforces the ban. If you are part of a watch scheme, inform other businesses.

Exit this site