SHOPLIFTING AND THEFT

22/10/24, 23:17

SHOPLIFTING AND THEFT Luigi Ciolfi USER

🎯 How to behave if a theft occurs while you are performing your duties

💡 REMEMBER: Whenever a situation looks critical, don’t act like a hero: staff safety is the most important asset for Fendi. All staff should be familiar with the "activation under duress" Alarm Code response in the event of a break-in. The code does not trigger sirens but does transmit the alarm signal to the remote surveillance centre.

How to behave IF: You suspect that someone is stealing from the Boutique:

Immediately call the police https://fendi.sharepoint.com/sites/CICERO/SitePages/Shoplifting-and-Theft(1).aspx

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22/10/24, 23:17

SHOPLIFTING AND THEFT

❗ Please remember that nobody can be detained in the Boutique against their will. Ask the Local Authorities how to behave: Please note that, depending on local regulations, even police officers may not have the right to frisk suspects or to check their belongings.

Speak softly but clearly when describing your situation so that you are understood. Whatever the case, do not raise your voice or argue.
Avoid any reaction that might cause verbal or physical threats.
Once the person who is stealing products in the Boutique has been identified, keep calm and: Continue acting as if this is a regular salesperson–client relationship, remaining confident with the suspect and carrying out a normal "good quality check." Restrain the suspect with pretexts (e.g., show them new products) until the police arrive or take them to a place where the CCTV can capture a clear picture. Try to take mental notes and remember as much visual information as possible about the individual (i.e., height, weight, clothing, tattoos, etc.).
After a Shoplifting event, the Store Manager shall: Ask the Facility Manager – via the service channel or a direct call – to contact the CCTV maintenance company to extract CCTV recordings. The Facility Manager shall inform the WW Ethics & Compliance Manager and DPO about this request. Inform the police that video recordings can be collected from the store (once extracted) and provide all eventual relevant proof Inform the Retail Head immediately ❕ CCTV recordings cannot be owned, handled, or sent via mail or any other means by store staff.
The Store Head must fill and submit the Theft Form with all information related to items stolen and a detailed description of how the theft happened. ❕ If the Store Manager or boutique staff receive or see videos, posts, or messages reporting a break-in on FENDI premises or you are the first to discover it, please be sure to share with the Retail Head, Security company, and Facility manager.

❕ If you are the first to arrive at the Boutique and notice a break-in has occurred, do not enter the Boutique until you receive authorization from the Retail Head and Facility Manager.

❕ It is strictly forbidden to share any information on social media or with people outside the FENDI organization. https://fendi.sharepoint.com/sites/CICERO/SitePages/Shoplifting-and-Theft(1).aspx

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22/10/24, 23:17

SHOPLIFTING AND THEFT

If one or multiple people attempt to steal something during opening hours or threaten to take products with violence, stay calm and do not object. Please refer to the RIOTS chapter.

https://fendi.sharepoint.com/sites/CICERO/SitePages/Shoplifting-and-Theft(1).aspx

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Source: BOUTIQUE/SECURITY/SHOPLIFTING AND THEFT.pdf