What Do We Cover In This Article?
What does ASCONE stand for, and how does it function in retail security?
The ASCONE framework is a well recognised protocol in retail security, offering a practical, structured theft prevention strategy in retail that offers with both professionalism and legal compliance. ASCONE stands for Approach, Selection, Concealment, Observation, Non-payment, Exit and functions as a step-by-step guide, helping security staff prevent theft while reducing the risk of wrongful accusations. Unlike a rigid one size fits all rule, the ASCONE model is a flexible and adaptable to nearly every retail setting and theft scenarios, ensuring that every step focuses on observable behaviour rather than assumptions.
In the UK, ASCONE protocol uptake reflects the importance of avoiding wrongful accusations. The ASCONE model is built around balancing theft prevention with customer rights, using a fact-based approach that keeps interactions respectful. Each ASCONE step addresses a different part of a suspect’s behaviour from approaching an item to exiting without paying. This reduces the chance of misunderstandings that can damage the store’s reputation and affect customer trust.
Why is ASCONE important for retailers?
As one of the main loss prevention techniques, ASCONE safeguards both the store’s reputation and its legal standing against unlawful detentions or arrests. If security staff receive ASCONE training and implement it for retail theft then their actions will remain professional, factual, observable and also reduce the risk of wrongful accusations that can lead to defamation claims. These risks pose a very real and serious threat to retailers as if they are mishandled they can result in financial and legal damages. In the UK defamation claims related to wrongful theft accusations can exceed £75,000.
Retail settings especially benefit from clear shoplifting prevention methods as they bring consistency to security actions as a whole. By observing every single ASCONE step security personnel can operate within the legal standards as set by the Security Industry Authority. For instance if a suspect has walked past the checkout, ASCONE procedures advise using a customer service approach such as, “It looks like an item might not have been properly scanned, can I help with that?” This non inflammatory language maintains the dignity of the shopper/ potential shoplifter and avoids alienation and escalation while managing potential theft effectively.
What Legal Framework Supports ASCONE in the United Kingdom?
How do UK laws influence ASCONE’s use in retail security?
UK law has played a role the very creation of ASCONE and how it is applied to a retail setting. The Theft Act 1968 defines theft as “the dishonest appropriation of property with the intent to permanently deprive the owner”. This law means that security personnel must be able to demonstrate that the suspect acted with the intent to be dishonest. As ASCONE is step by step it aligns with the need to observe, confirm, and document actions that clearly indicate that potential theft is taking place without any jumping to conclusions. This helps security staff adhere to the Theft Act’s standards.
The Police and Criminal Evidence Act 1984 (PACE) is another piece of legislation that states how evidence should be handled and also sets clear boundaries around the detention of suspects. PACE’s guidelines serve to protect the rights of suspects and the responsibilities of security staff. It ensures that any detention is legally justifiable and that evidence is managed carefully. For instance, if a suspected shoplifter bypasses the checkout, PACE guidelines support the use of 100% observation and confirmatory actions such as a polite question at the exit before considering further action. This focus on lawful evidence collection and suspect treatment underlines the importance of each ASCONE step as a safeguard against wrongful detention.
Why must security personnel avoid assumptions in theft suspicions?
Security must always avoid assuming when it comes to theft suspicions. If they do act on assumptions they are putting themselves and the retailer at risk of defamation of character claims. Defamation claims are costly for example, legal costs in a defamation case can exceed £10,000, even without additional damages for reputational harm (https://www.lawgazette.co.uk/news/defamation-ruling-caps-costs/). The ASCONE procedure aims to protect against these risks by relying only on observable facts such as actual concealment or non-payment instead of assumptions about a suspect’s intentions.
What actions must be documented to protect against wrongful accusation claims?
Detailed documentation is needed to prevent wrongful accusation claims. Security personnel should record each step of ASCONE in an incident report. It focuses on observable actions. rather than assuming intent. For example, if the suspect is seen to be hiding something Documenting this clearly helps establish a basis for suspicion. Including a description of specific facts such as noting that “the suspect placed items in the bag with no intent to purchase” supports ASCONE compliance and compliance with the law. When outsiders such as store managers Order the security personnel to take certain actions.. Clarifying the chain of responsibility in the report will demonstrate that any action follows the instructions directly. It is about promoting objectivity and demonstrating a consistent process that protects against charges of wrongful restraint or defamation.
What options does ASCONE offer to detect theft?
How is SCONE different from ASCONE and when can it be used?
For retailers who want a simple solution to detect theft, the SCONE model includes Select, Hide, No Payment, Exit, providing more detailed options to ASCONE SCONE. It skips the ‘guidelines’ and ‘observation’ steps, reducing the time and resources required to track down suspected shoplifters. This improved process is ideal for smaller shops or environments with more employees. low security Continuously examining every suspect may not be possible. With just four main steps to follow, SCONE can be performed with minimal training. Make it easier for employees to effectively manage the risk of shoplifting.
However, the SCONE model has limitations: if “guidelines” and “observations” are ignored, SCONE can miss early signs that customers may be planning to steal. If these steps are not available Security guards lose the ability to observe suspect behavior over time. This may affect the trail of proof if theft occurs. Inadequate supervision creates legal loopholes in cases of robbery charges. This is because courts often require clear evidence to establish intent to rob beyond reasonable doubt for high-risk or large retail environments. Lack of early detection makes SCONE less effective. This is especially true when clear and uninterrupted evidence is critical to potential litigation…
What is ASCEND, and how does it expand upon ASCONE?
For retail settings where theft is frequent, the ASCEND model (Approach, Select, Conceal, Exit, Not Paid, Detain) builds on ASCONE by adding a ‘Detain’ step. This additional stage allows for detainment when evidence of non-payment is conclusive. ASCEND can suit stores with a high theft rate and robust resources to handle secure detainments lawfully. With ASCEND, stores can ensure that staff have guidelines for action once a theft is confirmed, improving overall theft prevention capabilities.
However, ASCEND’s detainment step requires careful planning and consideration of staff safety. Detention of a person is a serious matter and should only be performed by staff who have been trained to follow safety protocols. Trying to detain as a single individual or without backup can introduce unnecessary health and safety risks. This is especially true if a suspect resists. By law, the “reasonable force” principle applies in detainment, meaning that any excessive or unjustified use of force could result in liability for both the staff and the retailer Therefore, retailers should consider using ASCEND only when staffing levels, security equipment, and training resources support safe, lawful detainment.
How can retailers decide the best framework for their needs?
Choosing between ASCONE, SCONE, SAFER and ASCEND depends on factors like store size, theft frequency, and available security resources. Smaller stores with limited security staff may find SCONE an ideal choice due to its simplicity, whereas large, high-traffic retail settings benefit from ASCONE’s comprehensive observation steps, which provide stronger evidence in case of legal challenges. For stores that experience frequent or group theft, ASCEND can provide the necessary additional deterrent effect. Provided that resources support safe quarantine procedures.
For example, boutiques with minimal staff and possibly no security guard they can use The S.A.F.E.R. Approach which is S – Stepping back, A – Assess the situation, F – Find help, E – Evaluate options and R—Respond appropriately. This will help them respond appropriately according to their resources on the day. On the other hand, leading department stores with dedicated security can rely on ASCONE to investigate and collect additional evidence. ASCEND may be the best fit for major retailers with theft problems This is because staff with additional training and resources can safely handle confirmed thefts. By adjusting their choices to better suit operational and resource needs. retailers can use auditing frameworks that focus on safety or customer experience.
How Should Security Personnel Apply Each Step of ASCONE Effectively?
What best practices ensure a non-confrontational ‘Approach’?
The ‘guidelines’ steps in ASCONE are important in preventing theft without causing undue stress. A respectful, non-confrontational approach builds customer confidence. and help security personnel spot unusual behaviour. Security personnel should avoid an overtly suspicious approach. Instead, they should use customer service language to keep interactions friendly and professional. A simple “Can I help you find something?” or “Do you need help?” will allow the customer to respond in a co-operative manner without them feeling like they are being targeted and helps maintain a pleasant in store environment. Security should always ask open-ended questions that encourage conversation. and help you to understand the customers intent.
How can operatives detect intent in the ‘Selection’ stage?
In the “selection” stage, security personnel must take into account subtle signals. The suspect may spend too much time handling a particular item or return the item multiple times without attempting to purchase it. Observing these small but telling behaviours can provide insight into intent without jumping to profiling. Security personnel should focus only on behaviour, such as closely examining an object and moving it out of sight while still holding it. It is important to avoid making assumptions about people based on their appearance or behaviour that is not directly related to theft. This is because profiling can lead to unfounded accusations. This body language observation meets SIA standards, which emphasise that theft detection must be based on what employees see. Not based on bias or personal perception.
What actions indicate ‘concealment’ and how should security personnel respond?
Concealment is often one of the clearest indicators of intent to steal. Common concealment strategies include placing items in personal pockets, under clothing, or in other merchandise. Suspects may attempt to remove security tags or labels. Security personnel should closely monitor for these activities. They should maintain visual contact during witnessing any concealment without invading that persons personal space. If a shoplifter can see a security officer watching them without feeling targeted, it might be enough to discourage stealing. Continuous observation through direct line of sight or CCTV will help security to document intent while maintaining the dignity of the person being observed. The goal is keep the store environment calm and unthreatening, creating a safer and more effective theft prevention approach.
Why is ‘Unbroken Observation’ necessary, and how can it be maintained?
‘Unbroken surveillance’ is needed to ensure that any evidence of potential theft is continuous and uninterrupted. Any gaps in observations can lead to a false stop later on. A gap in observation will also make it challenging to prove intent if the case goes to court. However teamwork can often help achieve unbroken surveillance, for example, this can be achieved by relaying observations to other security team members. Or by using CCTV in areas that are difficult to monitor. In stores with one or a very limited number of security guards they will need to think smart and use the position of mirrors or use walkway cameras. Constant observation after concealment supports safety operations and improves incident reporting. In the event of confirmation of theft. A consistent record of a suspect’s actions from selection to exit is more likely to support legal action and mitigate any counter claims.
How can ‘Non-payment’ be confirmed without accusation?
When it appeared that the suspect was evading the payment process Security personnel should proceed with caution to avoid making assumptions. Instead of charging the customer directly A useful approach might be to ask: or “Do you need an assistant with a self-service terminal?” These types of customer service interactions allow security personnel to confirm intent in a non-confrontational manner. If the customer also skips the checkout point. The employee must record this step to confirm that no payment was attempted. By recording the crossing checkout area and observing additional signs (such as hesitation before exiting), security officers can create a factual account without escalating the situation. This protects the customer experience and the seller’s legal status. Emphasis is placed on professionalism rather than perception.
When should an ‘Exit’ stop be made, and what language should be used?
The “exit” phase is the last chance to deal with the suspected theft. The security guard should approach calmly and maintain a non-accusatory tone. “Sorry, it looks like there was something in your bag that wasn’t scanned. Can I help with that?” is a way of confirming your intentions without directly confronting them. If the suspect accepts the check and proceeds with payment. Potential escalation will be avoided. This careful and respectful approach reflects the ASCONE model’s emphasis on professionalism, which ensures that employees handle theft in a way that preserves the dignity of the customer.. Extra caution is important when dealing with minors or sensitive situations. Security are not permitted to search any minors and if in doubt as too whether they are a minor or not, security should call the Police straight away to conduct the search. Detention of minors should be avoided where possible and if it is necessary the minor should be handed directly over the the Police.
How Can Retailers Implement ASCONE for Stronger Security and Reduced Liability?
What key benefits does ASCONE offer to retail security?
Using ASCONE within a retail security strategy provides many benefits not only in preventing theft but it also helps protect the legal status of retailers. ASCONE’s structured approach allows security personnel to follow a clear, step-by-step process. This reduces the risk of theft and the chance of a false stop.’ ‘Non-payment’ f-ASCONE builds trust in security officers that they carry out their duties legally and professionally. This trust is extremely valuable. This is because it allows employees to intervene when necessary without overstepping boundaries. Helping sellers manage risk while and maintain customer confidence.
For customers, ASCONE demonstrates that security measures are in place and continually applied to create a feeling of safety and respect within the store. A 2023 survey found that 67% of consumers prefer to shop in an environment with visible but respectful safety practices. This is because they help ensure their personal safety and the professionalism of the store. (https://www.retailresearch.org/uk-crime-costs- 2023) ).
How should staff be trained to apply ASCONE effectively?
Effective implementation of ASCONE depends on proper training with a focus on customer respect and accurate reporting. Training should detail each step of ASCONE, giving clear examples. and emphasises the need for observable and objective action. Role-playing and scenario-based training can be very effective in preparing security personnel for real-life use. Help them practice appropriate approaches, such as providing assistance during the ‘approach’ phase or stopping ‘exit’. Scenario-based training encourages employees to learn through real examples that simulate real challenges. For example, a security guard can practice a scenario where a customer appears to be hiding merchandise but does not leave the store. Emphasis is placed on how to observe without intention. This kind of preparation ensures staff remain consistent, confident, and ready to apply ASCONE’s guidelines effectively.
Why is documentation essential for ASCONE and how should it be done?
Documentation is essential as it provides transparency and safeguards against potential claims of wrongful stops. The documentation of events begins with security always logging observed actions during a stop to ensure that any interactions they have has are supported by clear, factual evidence. Each step from ‘Selection’ to ‘Exit’ should be documented in real time, including specific descriptions of actions taken, items involved, and any statements that have been made by the suspect or security personnel. For example, security can note something as simple as: “Suspect placed item inside personal bag without intent to pay,” or “Security approached suspect with an offer to assist at checkout” creates a factual record that demonstrates ASCONE compliance.
Additionally if a store manager or supervisor directs a security team member to take specific actions, then noting this in the report provides accountability. Documenting things over time also aids in refining practices as security managers can review incident records to identify any areas where additional training may be needed. By having a consistent, transparent documented approach it will help to ensure that ASCONE functions as a theft prevention strategy and as a tool for wrongful stop prevention. The benefits are reducing liability and maintaining high professional standards. Win, Win.
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