9. MANAGEMENT PROCEDURES
Ensure all items left at the shop or found by staff are properly documented for follow-up and contacting the customer or owner
Scope:
5.3; 9.1 – 9.13
Related Documents:
9.9 Lost and found items
The Auditor will verify the following procedures:
1. Reporting of the lost and found items/details to management.
2. Return of items to customers.
3. Procedure to follow-up in case of unclaimed items/dangerous materials.
Reporting / safekeeping:
If there are any items found in Boutique premises (cash/equivalent valuables, etc.)
Report the incident to management and Loss Prevention auditor.
Mention the necessary details:
Name, employee ID and position of the finder.
Date and time the item was found.
Place/area where the item was found.
Name and contact of the customer, if known.
Complete description of the found item.
Date and time handed over to security management of the mall concerned (after 24 hours).
Name and signature taken from the security officer concerned.
Keep the items in cash safe for a period of up to 24 hours as instructed by retail management.
Return of items to owners/mall management.
Boutique team must look for the customer/owner immediately after noticing the items and if possible, hand over the items after the identification process.
Ask the customer for:
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Proof of identification
Description of the item/contents
Item handover must be covered by CCTV and the acknowledgment form must be filled in and signed by the item owner. If the item was not collected by the owner within 24 hours, it must be handed over to mall management/security. An acknowledgment form must be filled in and signed by the security officer.
Unclaimed items and dangerous materials:
If the items found are of a dangerous nature (weapons, drugs, or unknown nature), immediately contact the mall security department and hand over the item. In this case, the Boutique team must ensure that the handover of items is happening in front of CCTV camera and an acknowledgement of receipt of items must be collected from the mall security department.
In all cases, the details need to be updated to retail management and Loss Prevention auditor.
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