Four steps
- Contain — make it safe and protect the customer first.
- Clarify — what exactly happened, since when, how many customers or how much stock is affected.
- Decide — choose the action within your authority; escalate what is not.
- Close — record it in the shift log and brief the next supervisor.
Supervisor authority
| You decide | Escalate to Store Manager |
|---|---|
| Voids, refunds within policy, price overrides with reason | Refunds above the limit, compensation |
| Redeploying crew, changing breaks | Sending staff home, overtime |
| Closing a till or an aisle for safety | Closing the store |
| Till variance within tolerance | Variance above tolerance, suspected theft |
Last modified: Friday, 2 October 2026, 3:46 PM