User's Manual

CUSTOMER SERVICE PROCEDURES

If you are unable to find a tag that the cashier has forgotten to remove, detune, or deactivate, try asking the

customer the following:

Are you carrying an electronic door opening card for entrance to your office or apartment building?

Some electronic door openers operate on the same frequency as the Checkpoint system. These access

cards often resemble thick credit cards and are used in place of keys to gain access to office buildings

or apartment complexes. Credit cards or bank machine cards will not set off the system alarm. If the

customer is carrying an access card, walk it through the system to determine if it is causing an alarm.

If the customer is not carrying a card, or if the card does not appear to be causing the alarm, ask the following:

Have you purchased something in another store with a system like this?

If a retailer in your area by-passes the detuning/deactivation process, tags that have not been disabled

could enter your store. If the alarm is set off at your “In” door, place a detuner over the Checkpoint tag. If

the alarm sounds as the customer leaves, and your store does not carry the merchandise in question,

remove the tag. If the item is something your store carries, and it looks new and unused, you may want to

ask for a sales receipt.

If you have ruled out the possibility of an automatic door opening card and checked out the customer’s purchase

properly, you may want to ask:

Are you returning merchandise to this store for an exchange or refund?

It is possible that a tag was not detuned, deactivated, or removed from an item that the customer may be

returning for credit, exchange, or refund. If this is not the case, you may want to ask:

Is there something we may have forgotten to ring up at the register?

At this point, follow your store’s policy regarding shoplifters and alert the appropriate personnel.

WHAT TO DO WHEN THE ALARM SOUNDS

continued

It is important to remember that these questions are to be used as a guideline on how to handle alarm

situations. When approaching customers, be courteous at all times, and never make accusations or

threaten the customer in any way. Always defer to store policies and procedures for responding to

system alarms.

It is also important to be consistent in the manner in which alarm situations are handled. If there is no

response to alarms, shoplifters will observe this and return to the store with the hopes of challenging

both the system and store personnel.