Target Stores AP Directives
TargetStoresAPDirectives
UPDATE Feb 2nd 2007: Target attornies have asked for a 45 day extention in a Feb 1st filing titled: Memorandum In Support of Plaintiff's Motion For Extension of Time to Serve Summons and Complaint.
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Friday, January 26, 2007
Target v Doe case to be dismissed??
IN THE UNITED STATES DISTRICT COURT
FOR THE NORTHERN DISTRICT OF GEORGIA
ATLANTA DIVISION
TARGET CORPORATION, a Minnesota :
Corporation, :
:
Plaintiff,
CIVIL ACTION NO.
vs.
: 1:06-CV-2116-CC
JOHN DOE,
:
Defendant.
ORDER
This matter has been pending before the Court for 140 days. Although the Court granted Plaintiff’s motion for expedited discovery, Plaintiff has not identified a defendant in this case and has not filed proof of service. The Court therefore DIRECTS Plaintiff to show cause within ten (10) days of the date of this Order why this action should not be dismissed without prejudice for failure to effect service.
SO ORDERED this 23rd day of January, 2007.
s/ CLARENCE COOPER
CLARENCE COOPER
UNITED STATES DISTRICT JUDGE
Case 1:06-cv-02116-CC Document 9 Filed 01/23/2007 Page 1 of 1
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Thursday, November 16, 2006
TARGET STORES AP DIRECTIVES FOR 2006
Print out a copy for yourself and repost this on other web sites!
Target AP Directives
Revision: 01-2006 Effective: 02-22-2006
PREFACE
A. Directives
Assets Protection (AP) Directives are the basic guidelines by which we conduct our business. As an AP team member, you are expected to follow the Assets Protection Directives at all times. Violation of any Directive shall be handled according to the applicable coaching and corrective action policy (see Corporate Policies - Counseling and Corrective Action).
Directives are to be followed by all team members and if you are instructed to violate a Directive you must immediately notify your supervisor. If the order involves your supervisor, notify the next level AP team member.
The Directives are in addition to, and not intended to supersede any company policies and procedures. The Directives are not contracts, expressed or implied. Following the Directives does not guarantee continued employment by Target.
NOTE:If you become involved in situations that are not covered by a Directive, you are expected to act in Target’s best interests and in a manner that avoids liability.
B. Note, Caution, Warning Statements
Note, Warning and Caution statements are used within the Directives to emphasize important and critical information. AP team members must read these statements to help ensure their safety and the safety of other team members and guests.
1. Note - A Note is a statement used to notify people of information that is important, but
not hazard related.
2. Caution - A Caution indicates a potentially hazardous situation that, if not avoided,
could result in minor or moderate injuries.
3. Warning - A Warning indicates a potentially hazardous situation that, if not avoided,
could result in death or serious injury.
C. Revision Number/Effective Dates/Highlighted Text
Each directive shall be noted with a Revision Number, the Effective Date of the revision and Change bars.
1. Revision Number - Directive revisions will be sequential indicating the number and year of the revision (example: 01-2006 = the first revision in 2006, 02-2006 = the second revision in 2006, etc.).
2. Effective Date - All Directives shall include the date the revision becomes effective.
3. Highlighted Text - Highlighted text (red font) is used to indicate changes within the current revision . This allows for easier review so the user can identify areas that have been modified.
P GENERAL POLICIES
Revision: 01-2006 Effective: 02-22-2006
A. Confidentiality
AP incidents and cases contain sensitive material that must be treated as confidential. In addition, all AP team members must adhere to the following rules regarding confidentiality:
1. All information regarding investigations is considered confidential and shall not be
discussed with persons not involved with the investigation.
2. Information received from law enforcement is considered confidential and may not be
discussed with persons not involved with the investigation.
3. Information received from background screening, drug screening, previous employers,
proprietary systems, team members’ files and other similar information is considered
confidential and is not to be discussed with any persons not involved in the investigation.
Requests for this information by law enforcement shall be referred to the manager or
District Assets Protection Leader (DAPTL)/Distribution Group Assets Protection Leader
(Distribution GAPTL).
B. Information Security
AP team members are required to ensure the security of Target’s confidential information by using that information appropriately and safeguarding it. All Information that Target creates, stores, transmits, or uses in conducting its business is the exclusive property of Target.
1. Computers/Laptops/PDAs/Treos - Target computers contain sensitive information and steps must be taken to ensure the protection of that information at all times.
a. Passwords - Never share passwords with other people, your password shall be
used for your access only.
b. Computer Access - Ensure access to your computer is locked when leaving it
unattended.
c. Do not leave laptops/PDAs and Treos in exposed areas when traveling
(examples:In a car, hotel room, in checked luggage, etc.).
Target’s Information Security Policy can be found online at TGT under the Company & Culture tab.
C. Knowledge of Wrongdoing
AP team members will immediately bring to the attention of the appropriate Target team member (supervisor, next level supervisor, Human Resources, Integrity Hotline, etc.) knowledge of any:
1. Theft of any Target assets.
2. Falsification of Apprehension/Recovery reports.
3. Deviation from approved apprehension procedures.
4. Failure to report a Non-Productive Incident (NPI).
5. Detrimental conduct in violation of company polices, including but not limited to:
a. Possession or use of alcohol on company property.
b. Possession or use of a controlled substance on company property.
c. Possession or use of a weapon on company property.
6. Harassment.
D. Crimes Against Property/Persons
AP members must report any crimes against person and crimes against property occurring on Target property.
NOTE: This Directive does NOT apply to merchandise vadalism cases. Loss to Target property (including merchandise) is reportable via the Property Loss Program.
1. Documentation - The following documentation shall be required following any crime against a person or property:
a. Enter all cases into Common Incident Reporting System (CIRS) within 24 hours
of the incident, documenting the type of incident, parties involved and any actions
taken by AP and/or Target.
b. Obtain witness statements from all team members who were witness to the
incident.
c. Request copies of any police/mall security reports and retain in the case file.
d. Complete a post Serious Incident Report/NPI Follow-up Report when requested.
Return one copy to HQ and retain a second copy in the case file.
2. Notification
a. Notify the DAPTL/Distribution GAPTL of all crimes against persons and any
recurring crimes against property (i.e. patterns of car theft/vandalism).
b. Notify the STL in all cases of property loss. It shall be the STL’s responsibility to
ensure the appropriate Property Loss Reports are completed.
c. Notify the Guest Reporting Center.
d. Call Alert One (see Emergency Procedures Flip chart).
E. Minimum Age for AP Team Members
All AP team members must be at least 18 years of age at the time they are hired.
F. Conflict of Interest
Target AP team members may have full or part-time employment elsewhere, unless that employment would result in a conflict of interest as defined by Target’s Business Ethics - Code of Conduct and/or any additional items listed in this section.
AP team members shall be aware of the contents of the Business Conduct Guide and the provisions of the Guide with respect to Conflict of Interest, including Target’s policy on vendor gifts and other potential conflicts.
1. Existing Conflict
a. A Conflict of Interest exists when one (1) or more of the following apply:
1. An AP team member is employed by another business that competes
with Target or in a security position with another retailer that involves
apprehending shoplifters or dishonest team members
2. An AP team member’s other employment interferes with the ability to
perform essential functions of the job at Target.
3. An AP team member’s other employment conflicts with scheduling or court
commitments.
4. An AP team member’s other employment is a paid, sworn law enforcement
position where a team member is employed by a government entity (sheriff,
deputy sheriff, peace officer, etc.) in any community (due to the nature of
the work responsibilities).
5. An AP team member’s other employment is with a company with which
Target does business, if interaction with Target would be required or could
occur.
2. AP Team Members working in Non-AP Roles - Due to the unique responsibilities
associated with Assets Protection, AP team members are NOT permitted to work in
Non-AP positions within the same store.
NOTE: AP team members may work additional hours in a Non-AP position at an alternate store or Distribution Center (DC).
G. Court Testimony Payments
1. In some jurisdictions, AP team members may receive a fee from the court for appearing
as a witness on behalf of the State, County or City for cases stemming from or related
to their employment as Target team members.
2. Any witness fee checks shall be turned over to the Executive Team Leader - Assets
Protection (ETL-AP) or Assets Protection Group Leader (APGL) for deposit into the
appropriate account used to off-set business expenses. The DAPTL or Distribution
GAPTL shall provide the ETL-AP/APGL with the appropriate account information.
3. The ETL-AP shall partner with HR regarding payroll related questions for team
members and former team members testifying on behalf of Target.
H. Team Member Package/Locker Checks
Target reserves the right to monitor or inspect work areas or items that team members bring to work, like coats, purses, backpacks, bags or packages. Target also reserves the right to monitor or conduct inspections of work areas and/or personal property at any time.
This section outlines procedures for conducting team member package/locker checks.
1. Team member package/locker checks shall be conducted by an AP team member,
the Leader on Duty or contracted guards (at DCs).
2. Each store/DC shall have a designated location for team members and partner business
team members to secure packages while the team members are working.
3. Package checks of team members/partner business team members shall be performed
at the door as the team member exits after their scheduled shift.
4. A witness (example Leader on Duty, another AP team member, etc.) must be present
when conducting team member package/locker checks.
5. All vendor packages shall be checked at the service desk.
6. Team members shall not be allowed to keep any purchases or personal packages in
their work area or adjacent stockroom.
7. All team members/partner business team members must have the original sales receipt
in the package/shopping bag.
APPREHENSION GUIDELINES
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section lists the steps that MUST be followed in order for an AP team member to make a shoplifting apprehension. All steps must be observed, unless otherwise noted, and a detailed description of each step documented in the CIRS case narrative.
B. Certification
Only certified AP team members are authorized to apprehend or assist in the apprehension of shoplifters. Certification is received upon the completion of the following AP Academy courses:
1. Nonviolent Crisis Intervention R - must be completed within 30 days of hire date.
2. Position's Basic Training Courses
3. External Apprehension Certification
C. Five Steps for Apprehension
Certified AP team members must observe all five steps prior to making a shoplifter apprehension.
NOTE: If local law enforcement takes independent action and makes an apprehension before all five steps are met, the details must be documented in the CIRS report.
1. Initiation of Observation - The subject must enter the store/area without possession of Target merchandise.
2. Selection - The subject must be observed selecting Target merchandise from the display location.
3. Concealment - The subject must be observed concealing the merchandise, or the AP team member must have NO reasonable doubt based on observations that the merchandise has been concealed by the subject.
NOTE: If the merchandise is not actually concealed, it must be exposed as the subject exits or attempts to exit the store.
4. Maintain Observation - The AP team member must maintain sufficient surveillance of the subject in order to know the location of the merchandise and ensure the subject does not discard the merchandise.
NOTE: A Productive Merchandise Recovery (PMR) shall be attempted if surveillance is broken for any reason, or the AP team member can not maintain sufficient surveillance. (See PMR Directive).
5. Failure to Pay for Merchandise/Exiting the Store -AP team member(s) must observe the subject attempt to exit the store without paying for the merchandise.
NOTE: Some jurisdictions allow variances from the exiting requirement to allow apprehensions of concealed merchandise before an individual reaches the building’s exit. In these cases, the requirements must be documented and approved by the Director or Vice President of Assets Protection using the “Variance from Exiting Form” (found on the AP Zone).
SAFENESS - REASONABLE FORCE / PHYSICAL ALTERCATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Reasonable Force
1. Reasonable Force is defined as the least amount of physical force necessary to make an apprehension, while ensuring the safety of bystanders and yourself. When making an apprehension, Reasonable Force may be used to protect AP / Target team members and guests (bystanders).
2. If an AP team member believes a subject poses a physical threat, handcuffing guidelines (outlined in the Handcuff Directive) shall be followed and law enforcement contacted immediately.
B. Physical Altercation
If an altercation occurs:
1. Immediately attempt to disengage from the subject.
2. Allow the subject to exit the store.
3. If necessary use Nonviolent Crisis Intervention R training.
4. Contact law enforcement and Alert One.
a. Any incident that results in a serious injury to a team member, guest or detained subject must be communicated to Alert One immediately and a Guest Service Report filed.
5. Communicate the incident to the Store Team Leader (STL) and/or Leader on Duty, your DAPTL and HR as soon as possible.
6. Document the case appropriately in CIRS (threat or assault) using the steps outlined in the Documentation section.
NOTE: Following any altercation, the AP team member(s) involved shall review the occurrence with their supervisor and the ETL-HR for safeness and procedural compliance and to determine if any further training is required.
SURVEILLANCE
Revision: 01-2006 Effective: 02-22-2006
A. General Guidelines
1. Surveillance conducted by AP team members of any individual shall be based only on the actions and behaviors of the individual.
2. Surveillance shall not be based on individual characteristics such as age, gender, race, sexual orientation, disability, national origin, religion, etc.
B. Certification
Only certified AP team members are authorized to conduct physical and/or CCTV surveillance. Certification is received upon the completion of the CCTV training outlined in the AP Academy Basic Training.
C. Surveillance Equipment
Surveillance equipment is defined as any audio or video equipment that assists in the monitoring and/or recording of an individual’s actions or words.
1. Surveillance equipment is the property of Target and shall ONLY be used by AP team members for approved company use. Improper use of equipment (example: using cameras to follow guests or team members for non-AP reasons) is prohibited, any AP team member caught using surveillance equipment in an inappropriate manner is subject to applicable coaching and corrective action.
2. Requests to use surveillance equipment for business purposes other than AP-related investigations must be approved by the DAPTL / Distribution GAPTL.
3. The store ETL-AP/APGL is responsible for all surveillance equipment including the proper use, location and maintenance of all equipment.
4. Video Footage - All video footage captured in by AP surveillance equipment is property of Target and shall only be used for evidentiary purposes. Any misuse, misrepresentation or manipulation of video footage by any team member is subject to applicable coaching and corrective action.
NOTE: AP surveillance is confidential and access to view the video shall only be granted to individuals with proper approval. AP team members shall partner with DAPTL (external cases) and DAPTL and HR (internal cases) prior to allowing anyone other than AP team members working on the investigation or law enforcement to view AP video.
a. Old videotapes that are no longer usable shall be destroyed by cutting the tape and removing the ribbon.
5. Public View Monitors
a. Recording of all Public View (and Exit View where applicable) monitors is required 24 hours a day, 7 days a week for digital and non-digital stores.
b. Public/Exit View images shall be retained for a minimum of 31 days for all stores.
6. Fitting Rooms / Restrooms - Target does not allow the use of surveillance equipment in or over fitting rooms or restrooms, or allow surveillance equipment to be positioned in such a way to provide the opportunity to monitor fitting rooms or restrooms.
7. Executive’s / Supervisor’s Office - Audio or video equipment may not be placed in or over an executive’s or supervisor’s office without prior approval from the Director / Vice President of Assets Protection and HR.
8. Tape Recorders - Tape recorders and other listening devices shall not be used by store based AP team members. Recorders may be used by Investigations team members, procedures are outlined in the Investigations Directives.
D. Critical vs. Non-Critical Equipment
AP surveillance equipment is divided into two categories, critical and non-critical. The ETL-AP/APGL shall be responsible for ensuring all equipment is properly maintained and repaired according to the requirements/time lines listed below:
1. Critical Equipment is defined as devices which impact safeness strategies.
a. Critical equipment includes:
1. Exterior cameras, including Pan, Tilt and Zoom (PTZ) and fixed cameras used for parking lot surveillance.
2. Entrance/exit cameras, including trucker’s door, team member entrance (where applicable) and front entrance public view monitors.
3. Other public view monitors including fitting rooms, guest service and where applicable Garden Centers.
4. AP Booking room camera, Cash Office camera, Front Lane and Guest Service Desk camera.
b. Critical equipment must be repaired within 48 hours of the reported breakdown.
c. Any breakdown of critical equipment must be reported to the DAPTL immediately.
2. Non-Critical equipment is defined as all other AP surveillance equipment.
a. Non-critical equipment must be repaired within 72 hours of the reported breakdown.
3. The DAPTL/Distribution GAPTL must be notified immediately if timing for repairs of critical or non-critical equipment exceed the time limits listed above.
E. Off-site Surveillance
AP stores team members are not authorized to conduct off-site (outside of Target property) surveillance. Off-site surveillance may only be conducted by a certified Investigations team member, pursuant to Investigations Directives.
PRODUCTIVE MERCHANDISE RECOVERIES (PMRS)
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
In situations where not all five apprehension steps can be observed, and it is safe to do so, the AP team member(s) shall attempt a Productive Merchandise Recovery.
If the AP team member is able to recover the merchandise, the incident shall be documented in CIRS as a PMR - Productive Merchandise Recovery. If the AP team member is unable to recover the merchandise, the incident shall be documented in CIRS as a KTR - Known Theft Report.
WARNING: A PMR shall not be attempted if the subject is in possession, or believed to be in possession, of a weapon. In these cases the AP team member shall ensure the subject is captured on video and shall attempt to get vehicle information (make, model, license plate number) as the subject exits the store.
1. During a PMR an AP team member may:
a. Contact another non-AP team member, wearing red and khaki, to initiate guest service without reveal the reason for the request.
b. Make themselves visible to the guest as a deterrent.
c. Contact a Sales team member or research in store registers to determine if an item was purchased.
d. Ask an uniformed AP team member (TPS or ETL-AP) to stand by the exit doors to act as a deterrent.
2. During a PMR an AP team member may NOT:
a. Initiate a PMR, ask another team member to initiate a PMR or ask a non-AP team member to guest service the subject if they believe the subject is in possession of a weapon.
b. Touch an individual or anything they are carrying.
c. Ask for merchandise or make accusations of theft of merchandise.
d. Ask another team member to accuse, remove merchandise or make inappropriate gestures to the individual.
3. If the guest initiates interaction with an AP team member:
a. Verbally identify yourself as Assets Protection, but do not show identification.
b. If the guest pursues the conversation, refer the guest to store management for resolution.
4. All PMRs shall be entered into CIRS using the steps outlined in the Documentation section.
TARGET PROTECTION SPECIALIST (TPS) MERCHANDISE RECOVERIES
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Uniformed TPS team members may conduct receipt checks and EAS responses at Target store exits when a guest is departing the store with high dollar / high theft exposed merchandise (receipt checks) or when an EAS alarm sounds as the guest exits the building.
B. During a TPS Merchandise Receipt Check
1. The Uniformed TPS may:
a. Check receipts for high dollar / high theft exposed merchandise.
2. The Uniformed TPS may NOT:
a. Check bagged items to determine whether or not something has been concealed or paid for.
b. Create an EAS Alarm in order to check the purchases or bags of a guest or team member. Creating an alarm includes but is not limited to:
1. Turning the system off and back on to cause an audible signal when a guest/team member walks through the pedestals.
2. Affixing or placing a live EAS tag onto or onto a purchase by a guest/team member.
3. An AP team member walking through a pedestal with an EAS tag at the same time a guest or team member is exiting the store.
4. Any other manipulation of the EAS system to cause an alarm.
3. Whenever possible, TPS receipt checks shall take place inside the building.
4. If a guest becomes uncooperative during a receipt check:
a. Apologize and allow the guest to leave with the merchandise.
b. Get a description of the guest and vehicle and document in the CIRS report.
NOTE: TPS Merchandise Receipts checks are only to be conducted by uniformed TPS team members. APS team members may not conduct merchandise receipt checks. If a uniformed TPS is not available, the LOD, GSTL or ETL-AP shall follow the outlined procedures; other team members are not permitted to conduct receipt checks.
C. Documenting TPS Merchandise Recoveries
The following procedures shall be followed by the TPS when documenting any TPS recovery or attempted TPS recovery.
1. Each TPS Recovery must be documented in CIRS.
a. Cases shall be identified as “Other” / “TPS Merch Recovery”.
b. Note the time, date and location of the recovery (example: 11:03 am, November 27, Green exit).
c. List all merchandise recovered.
d. Do not add multiple recoveries to the same report; each TPS recovery shall be entered as a single incident with a unique CIRS case number.
NOTE: CIRS reports may be called upon if a case goes to criminal or civil trial and therefore are incident specific and shall only contain a single incident.
D. EAS Alarm Response
If an EAS alarm sounds, the uniformed TPS shall follow the procedures outlined below. If a uniformed TPS is not available, the LOD, GSTL or ETL-AP shall follow the outlined procedures; other team members are not permitted to respond to EAS alarms.
1. Guests with visible purchases:
a. Approach guest and conduct merchandise receipt check to verify purchases and deactivation of EAS tags.
1. If you find the item on the receipt, deactivate the item and allow the guest to leave.
2. If the item is not on the receipt, ask the guest if they would like to purchase the item.
3. If the guest does not have, or cannot find a receipt, ask the guest which cashier rang up their purchase and verify with the cashier. If the purchase cannot be verified, contact another AP team member for assistance.
4. Searches of a subject’s personal possessions (example: purse) for evidence (merchandise) is not allowed unless the subject initiates the search or requests an AP team member to inspect their possessions.
NOTE: If the guest becomes uncooperative, allow the guest to leave. Obtain a description of the guest and guest’s vehicle and enter it in CIRS.
2. Guest with NO visible purchases:
a. Approach guest and conduct merchandise receipt check to verify purchases and deactivation of EAS tags.
1. If the guest does not have any purchases, ask if they have an electronic key - if so ask to see it.
2. Ask if guest has merchandise from another store - if so ask if they would like it deactivated.
3. If the guest does not have merchandise or an electronic key, allow them to leave the store.
4. If guest shows you Target merchandise that has not been paid for, ask if they would like to purchase the merchandise and allow them to purchase the item(s). If the guest refuses to purchase the item, ask for the merchandise back.
5. Searches of a subject’s personal possessions (example: purse) for evidence (merchandise) is not allowed unless the subject initiates the search or requests an AP team member to inspect their possessions.
NOTE: If the guest becomes uncooperative, allow the guest to leave. Obtain a description of the guest and guest’s vehicle and enter it in CIRS.
APPREHENSIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section covers directives outlining the different types of external apprehensions and the AP team member requirements for each type.
B. Closed Circuit Television (CCTV) Apprehensions
Certified AP team members may make shoplifting apprehensions utilizing CCTV provided each of the following guidelines are followed:
1. The five steps for apprehension have been observed and can be documented by an AP team member.
2. The incident, or any portion of the incident is captured/recorded using non-time lapsed Target CCTV with sufficient surveillance maintained by AP team member(s) to observe the five steps.
NOTE: When two or more AP team members are involved, one team member shall maintain camera surveillance while the second team member makes the apprehension on the floor. If only one AP team member is on duty and is required to discontinue camera surveillance and go to the selling floor, the AP team member can not make the apprehension because sufficient surveillance will have been lost. If appropriate, attempt a PMR.
3. All documentation steps shall be followed to preserve evidence, including retention of all applicable video.
C. Service Desk Apprehensions
Shoplifter apprehensions involving Service Desk transactions shall only be made in the following circumstances.
1. All five apprehension steps have been observed by AP team member.
2. If the subject interacts with the Service Desk, the interaction has nothing to do with the shoplifting apprehension. (Example: After the first four apprehension steps are observed, the subject approaches the Service Desk to ask a team member a question, not related to the shoplifted merchandise. Then the subject attempts to leave the store with the merchandise. AP team member apprehends as subject exits the store.)
3. Single incidents where the DAPTL is contacted for approval prior to making the apprehension. In these cases the following steps must be clearly documented in the CIRS report, in addition to standard requirements:
a. The AP team member must have public view video clearly showing the subject entering the store WITHOUT the merchandise and later approaching the Service Desk with the merchandise.
b. The time and date the DAPTL was contacted for approval.
c. All video footage of the incident including entry of store, selection and apprehension. All video must be retained with case file.
4. Incidents where a person or group of individuals have known theft activity in an area and where the DAPTL
has given prior permission to a SPECIFIC AP team member to make an apprehension. The incident must be
documented as follows:
a. The AP team member must have public view video clearly showing the subject entering the store WITHOUT the merchandise and later approaching the Service Desk with the merchandise.
b. The time and date the DAPTL was contacted for approval.
c. All video footage of the incident including entry of store, selection and apprehension. All video must be retained with case file.
NOTE: Under NO circumstances are AP team members allowed to contact Service Desk team members in order to influence the outcome of a transaction.
D. Restroom / Fitting Room Apprehensions
AP team members are not allowed to conduct surveillance or make apprehensions in restroom and/or fitting rooms.
1. AP team members are not allowed to follow subject’s into a restroom or fitting room to conduct surveillance.
2. AP team members shall not ask another team member to enter a fitting room or restroom to conduct surveillance.
E. Transactional Fraud Apprehensions
Transactional fraud is defined as “using transactional documents dishonestly to cause a loss to Target”. Transactional documents include; checks, credit cards, gift cards, merchandise vouchers and coupons.
Certified AP team members may make Transactional Fraud apprehensions only when ALL of the following conditions are met:
1. The AP team member has completed required training listed below:
a. Position's Basic Training Courses,
b. External Apprehension Certification and
c. Transactional Fraud Apprehension Training.
2. The AP team member has verified the transactional fraud.
3. The AP team member has pre-approval to make the transactional fraud apprehension from their Group Assets Protection Team Leader (GAPTL), DAPTL or Assets Protection Investigations Team Leader.
4. The pre-approval must include specific guidelines under which the apprehension shall be made, for example; the subject’s name, description and or account number, verification of the fraud from the account holder or bank or institution issues the transactional document.
NOTE: If the AP team member does not have pre-approval but observes behaviors that indicate an individual may be engaging in transactional fraud, the AP team member must contact one of the partners listed in 3. above and give details of the transaction in order to obtain approval prior to attempting apprehension.
F. Vendor/Partner Business Team Member Apprehensions
1. A Vendor team member is defined as: “A person who delivers a product or provides a service to Target. Vendor team members typically do not wear Red and Khaki. Vendor team members do not receive Point of Sale (POS) training or have access to the POS system.” These cases are coded in CIRS as "External" cases. (Examples of Vendor team members: product representatives such as Coke or Pepsi, etc.)
2. A Partner Business team member is defined as a person who works within the four walls of a Target store/DC, but is not employed by Target. These cases are coded in CIRS as "Internal" cases. (Examples of Partner Business Team Members: Optical team members, team members working in Life Touch Studios, Minute Clinic team members, janitorial service team members, etc.)
AP team members are responsible for knowing which Partner Business team members conduct business in their buildings. When investigating a Partner Business team member, it is important to determine who employs an individual and whether Target assets, the Partner Business assets or both are involved. If there is any doubt regarding who employees an individual, contact Human Resources.
3. Vendor/Partner Business team member apprehensions shall be made using the following guidelines:
a. When the five steps for apprehension have been met:
1. The matter shall be handled like an external shoplifting incident.
2. If the vendor/partner business team member is working at a Target store/DC during non-business hours the vendor team member
may be apprehended as they are exiting the store/DC at the end of their work shift.
3. The DAPTL/Distribution GAPTL shall be advised that a vendor/partner business apprehension has occurred.
b. In cases where the five steps for apprehension have not been met:
1. The DAPTL/Distribution GAPTL shall be contacted to discuss the extent of the investigation and determine the
appropriate course of action.
2. The DAPT/Distribution GAPTL will decide whether or not the vendor/partner business team member shall be interviewed
to determine the scope of the theft.
NOTE: All interviews of vendor/partner business team members shall be conducted by the ETL-AP/APGL or DAPTL/Distribution GAPTL.
4. Contacting the vendor/partner business team member’s employer:
a. All contact with employer of the vendor/partner business team member shall be handled or coordinated by the DAPTL/APGL.
b. The DAPTL/APGL may contact the vendor/partner business company to inform them of the team member apprehension.
c. The DAPTL/APGL will inform the vendor/partner business that the apprehended team member is no longer permitted to
provide service to ANY Target store/DC.
NOTE: Target will not request the vendor/partner business terminate any apprehended team member; the call is to only to inform the vendor/partner business that the particular team member is not allowed to return to provide service at a Target store/DC.
NOTE:Target will not participate in any decision by the Partner Business regarding the apprehended team member’s employment.
5. When investigating a cash loss, partner with your Centralized Sales Auditor for assistance with recovery opportunities.
HANDCUFF USE
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
AP team members who have successfully completed the Handcuff training shall be provided handcuffs to be used during an apprehension when a subject becomes violent or a danger to others.
B. Handcuff Use
1. AP team members may not carry or use handcuffs unless they have successfully completed the approved Target AP handcuff training program.
2. Handcuffs shall only be used in the following situations:
a. The subject being apprehended becomes violent,
b. The subject attempts to break away from the custody of the AP team member, or
c. There is reason to believe the subject may become violent or may pose a risk to the safety of AP team members, other Target team members or guests.
3. Handcuffs shall not be applied until the AP team member(s) is able to maintain reasonable control of the subject. If the AP team member(s) can not maintain control of the subject while handcuffing, the team member shall abort the apprehension.
4. The subject’s hands shall only be handcuffed behind them, and the handcuffs shall be double locked.
5. A subject shall not be handcuffed to another person or to any object (chair, car, etc.), except for handcuff bars in AP offices that are equipped with them.
6. A handcuffed subject shall never be left unattended.
7. Once a subject is handcuffed, the handcuffs shall only be removed in the presence of a law enforcement officer.
8. Handcuffs and handcuff keys are the property of Target and shall not be taken home by team members.
NON-PRODUCTIVE INCIDENTS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
A Non-Productive Incident (NPI) is defined as an apprehension that is initiated where no Target merchandise is recovered. This section outlines the steps that must be followed after any NPI.
B. NPIs Involving an Adult
The following outlines the steps that must be taken by AP team members after a NPI occurs:
1. Release the guest - Once it is determined that a guest suspected of shoplifting does not have merchandise, the guest must be released immediately. The AP team member(s) involved shall apologize to the guest for any inconvenience, and allow the guest to leave the store. If the guest requests to speak to a manager, refer the guest to the Leader on Duty (LOD).
2. Contact the DAPTL to inform that a NPI has occurred in the store.
3. Document the incident in CIRS as a NPI - Non-Productive Incident.
4. AP team member(s) involved must write out a chronological list of events identifying:
a. The five steps of apprehension observed (as applicable).
b. An attempt to identify where the subject may have discarded the merchandise and, if merchandise can be located, investigate how the AP team member did not observe the discard.
5. Partner with the ETL-AP/DAPTL and ETL-HR on corrective action.‘
6. Retain ALL video of the event as outlined in “Documentation Steps”
NOTE: Video of NPIs shall be retained with case files for a period of 7 years.
C. NPIs Involving a Juvenile
In cases involving a juvenile, all steps in B. above shall be followed. In addition, AP team members shall use good judgement when releasing a juvenile to ensure they may safely leave the premises (example: not allowing a juvenile to leave the store unescorted if the apprehension took place during daylight hours and it has since become dark). In these cases, the AP team member may choose to contact the juvenile’s parent or another responsible party.
SEARCHES OF PERSONS, PRIVATE RESIDENCES OR MOTOR VEHICLES
Revision: 01-2006 Effective: 02-22-2006
A. Searches of Persons
1. AP team members are not allowed to conduct physical searches of subjects. Physical searches may only be conducted by law enforcement.
2. Searches of a subject’s personal possessions (example: purse) for evidence (merchandise) is not allowed unless the subject initiates the search or requests an AP team member to inspect their possessions. CIRS narrative must be documented to indicate subject requested possessions to be searched by AP team member.
B. Searches of Private Residence or Motor Vehicles
1. AP team members will NOT participate in a search of a private residence or motor vehicle.
2. At the request of law enforcement, AP team members may provide assistance in identifying company merchandise.
a. GAPTL approval is required prior to AP team members assisting in any search assistance as outlined in B. 2. above.
b. If the assistance criteria listed above is met, the role of the AP team member is to only answer questions and/or verify Target merchandise.
PURSUIT OF SHOPLIFTERS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Shoplifter apprehensions are to be handled in a professional manner and as discreetly as possible. Safety of guests and team members always comes first.
1. Fleeing Shoplifter
a. If a shoplifter attempts to flee after being confronted, do not give chase in any manner (running, driving, etc.).
b. Store based AP team members shall not use any vehicle to follow or pursue a subject for any reason.
c. AP team members shall not encourage, condone, suggest or ask another Target team member or anyone else to chase a fleeing shoplifter.
2. Documentation
a. If a shoplifter flees, the AP team member shall document the incident in CIRS as a Known Theft Report using the steps outlined in the Documentation section of this manual.
LAW ENFORCEMENT REFERRAL GUIDELINES
Revision: 01-2006 Effective: 02-22-2006
A. General Referral Guidelines
1. The ETL-AP shall be responsible for partnering with local law enforcement / prosecutors office annually to determine the prosecution requirements for their jurisdiction and must have a completed Prosecutor’s Questionnaire on file in the Assets Protection office. The Prosecutor’s Questionnaire shall be updated annually to ensure the most current practices are being followed and a copy of the Questionnaire shall be kept in the local AP Office.
2. AP shall refer for prosecution all individuals apprehended for retail theft when the value of the merchandise is $20.00 or greater and the case meets local prosecution requirements.
NOTE: If a case meets/exceeds the $20.00 referral guideline, but is NOT referred, the reason for non-referral must be included in the CIRS narrative. (Example: Local jurisdiction limits require merchandise in excess of $75.00 in order for prosecution.)
3. A team member witness, of the same gender of the suspected shoplifter , must be present in the room at all times during the detention.
B. Juvenile Referral Guidelines
A juvenile is typically defined as an individual who is under the age of eighteen (18).
1. Juveniles apprehended for retail theft shall be referred for prosecution under the same guidelines as adults.
2. In addition to guidelines listed in A. above, the following referral procedures also apply to juvenile cases:
a. When a juvenile is referred for prosecution, a parent/guardian or responsible adult party shall be notified of the incident after responding authorities have arrived and taken custody of the juvenile.
b. AP team members shall make at least two (2) attempts to contact the parent or responsible party. If the juvenile’s parent/guardian cannot be contacted, the juvenile shall be turned over to the police. The CIRS report shall be noted with the time/date of attempted contact, phone number(s) called, and to whom the juvenile was released.
c. If law enforcement does not respond to requests for assistance, contact your DAPTL for guidance.
d. Apprehended juveniles shall not be photographed, unless required by local jurisdiction.
NOTE: Any juvenile NOT referred to authorities must have a parent/guardian or responsible adult party contacted immediately. If the parent or responsible party cannot be contacted within one half-hour (30 minutes) and after three attempts to reach them, contact law enforcement and release the juvenile to them. Document the number of attempted contacts, contact number and to whom the juvenile was released in the CIRS narrative.
C. Team Member Referral Guidelines
In addition to the General Referral Guidelines listed in A. above, the following guidelines apply to team members apprehended for shoplifting:
1. AP team members will refer for prosecution and seek restitution for loss from all team members apprehended for committing crimes that involve Target, a Partner Business or Vendor when the case meets local prosecution requirements.
2. Recommendations to refer for prosecution shall be made by the ETL-AP/APGL. The ETL-AP/APGL will also consult with HR regarding the recommendation to refer for prosecution to determine if there are any mitigating circumstances to be considered regarding the referral.
3. The DAPTL/Distribution GAPTL must approve the recommendation to refer a team member for prosecution. The DAPTL/Distribution GAPTL approval must be documented in the HR cover letter as follows:
a. “Approved for referral”,
b. Date DAPTL/Distribution GAPTL approved referral, and
c. DAPTL’s/Distribution GAPTL’s signature.
4. The decision to terminate a team member for shoplifting shall only be made by the appropriate HR team member.
NOTE: AP Director / Vice President approval shall be required for situations where Target has filed a police report and later requests to dismiss the criminal charges filed against the team member. Specific details shall be communicated through the GAPTL.
PHOTOGRAPHING OF APPREHENDED SHOPLIFTERS
Revision: 01-2006 Effective: 02-22-2006
A. Photographing Shoplifters
1. Adult shoplifters - AP shall photograph all adult shoplifters unless prohibited by local statutes or ordinances.
2. Team Member Shoplifters - AP will not photograph any team member apprehended for shoplifting during working or non-working hours.
3. Juvenile Shoplifters - AP will not photograph any juveniles apprehended for shoplifting, unless required by local statutes or ordinances.
B. Photograph Retention
1. All photographs shall be retained in the case file.
2. Under no circumstances will any photograph of an apprehended shoplifter be displayed in open view, on any office wall or in any other manner, or removed from Target property for personal use.
TRESPASS NOTICE
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Trespass statutes define what constitutes a trespass. State laws generally provide that remaining on private property without permission is trespassing. An individual is usually trespassing when refusing to leave our store/DC after we have asked them to leave, either orally or by trespass notice.
B. Situations Warranting a Trespass Notice
Trespass notices require the approval from the ETL-AP/APGTL or higher. The use of a trespass notice is appropriate in the following situations:
1. When a subject has been apprehended at any Target location on more than one occasion.
2. When a person apprehended is in possession of a weapon.
a. Follow procedures outline in Safeness Weapons Directive.
b. If a weapon is discovered while the subject is detained, the AP team member shall ensure the safety of all team members and guests first, and if possible, remove and secure the weapon and handcuff the subject. The AP team member shall then contact law enforcement to advise of situation involving a weapon.
CAUTION: If the subject produces a weapon in a threatening manner at any time, the AP team member(s) shall disengage and allow the subject to exit the store/DC. The AP team member shall attempt to get a description of the sub-ject’s vehicle, so long as doing it does not put anyone in danger, and enter descriptions of both the subject and the subject’s vehicle into the CIRS report.
3. When the person apprehended has vandalized property or merchandise.
4. Persons who exhibit lewd or lascivious behavior.
NOTE: If the AP team member(s) feel a trespass notice is warranted, but the incident does not meet the criteria listed above, the team member will partner with their DAPTL/Distribution GAPTL for approval prior to issuing the notice.
C. Issuing a Trespass Notice
1. Location - A trespass Notice shall apply only to the location where the subject was apprehended or the incident took place.
NOTE: A Trespass Notice can be issued for multiple locations with DAPTL/Distribution GAPTL approval. The Trespass Notice must indicate the specific store/DC locations and a specific reason for the multiple locations. The AP team member involved must document the CIRS report to indicate DAPTL/Distribution GAPTL approval and Trespass Notice locations.
2. All Trespass Notices must contain the following elements:
a. The date and time the notice was issued.
b. Name of the person to who the notice is being issued.
c. District or Region of the Target store/DC issuing the Trespass Notice
d. The specific store (or stores with DAPTL/Distribution GAPTL approval) from which the subject is being trespassed.
NOTE: AP team members are NOT authorized to ban subjects from all Target stores/DCs, or ban subjects for life. All multiple location notices must be approved by the DAPTL/Distribution GAPTL prior to issuing.
3. The completed Trespass notice shall be given to the apprehended subject and a copy of the notice retained in the case file.
4. Document the CIRS report to indicate a Trespass Notice was issued.
NOTE: A copy of a blank Trespass Notice can be found on the AP Zone, under the Forms-All tab.
D. Violation of a Trespass Notice
If an individual who has been issued a Trespass Notice violates the notice and returns to the store/DC, ask the individual to leave the property. If the individual refuses to leave, contact law enforcement for assistance and document the incident in CIRS.
E. Team Member Trespass Notices
In situations that warrant the issuance of a Trespass Notice to a team member or former team member, the following shall apply:
1. Immediately contact your DAPTL/Distribution GAPTL to inform them of the situation prior to issuing the Trespass Notice.
2. The DAPTL/Distribution GAPTL will partner with the appropriate Employee Relations / Human Resources contacts at the Regional or Headquarters level
ACCOMPLICES
Revision: 01-2006 Effective: 02-22-2006
A. Shoplifter Accomplices
1. Target defines a shoplifter accomplice as:
a. A person who assists another in a crime of retail theft, but is not leaving the store with merchandise.
b. Someone for whom only some of the five apprehension steps have been observed.
2. AP team members may detain all active participants in a shoplifting incident only when all five apprehension steps have been observed for each participant.
3. Since a shoplifter accomplice only participated in some of the five apprehension steps they will not be detained, questioned or referred to authorities for prosecution.
NOTE: If local law enforcement takes independent action and makes an apprehension before all five steps are met, the details must be documented in the CIRS report.
B. Box Stuffing Accomplice
Box stuffing is defined as “When a person puts merchandise inside a box or in packaging of another product, he/she pays for what product should be in the box, but not the correct merchandise.”
1. AP team members may apprehend a box stuffing accomplice if:
a. The accomplice is leaving with merchandise
AND
b. The AP team member has no reasonable doubt the accomplice knows the box contains concealed merchandise (example: AP team member witnessed accomplice holding box while second subject stuffed merchandise inside, then accomplice attempted to exit with box.).
c. The case must be documented in CIRS indicating the steps observed to merit the accomplice apprehension.
C. Team Member Accomplice
1. Target defines a team member accomplice as an individual who is not a Target team member and participates in an under ringing or passing merchandise with a Target team member. A team member accomplice may be a guest, Partner Business team member or a Vendor team member.
2. Apprehension - A team member accomplice may be apprehended when probable cause exists to believe the individual is actively participating in the crime, based on the following criteria:
a. An AP team member observes the individual select the merchandise and bring it to a cashier lane.
b. The individual makes the purchase with either a check or cash, thus verifying the individual knew the amount of the purchase.
NOTE: Apprehensions of team member accomplices shall not be made on credit card purchases.
c. The items purchased have been line item voided, zero transactions total or passed outright.
d. The under ringing or merchandise passing must result in a significant difference in the purchase price to support the inference that the subject and accomplice were knowingly participating in a crime. (Example: Purchasing a DVD player for $2.50 can indicate the guest was participating in an under ringing crime.)
e. The incident must be captured on conventional or digital CCTV.
3. Apprehension Procedures
a. Apprehend the individual as they leave the store and process as an external shoplifting case.
b. Contact law enforcement immediately.
NOTE: The subject shall be apprehended only if the AP team member has enough evidence to contact law enforcement immediately and prove that the individual was involved in a crime. Do not wait to contact law enforcement while the team member is being interviewed.
c. In cash cases refund the purchase with cash.
d. In check cases, write “VOID” across the front of the check and retain the original check as evidence.
e. Retain original receipts/refund slips.
4. When the case does not meet the procedures listed in 2 & 3 above:
a. Approach the individual and identify yourself as a Target team member.
b. Politely explain to the individual that the purchase was charged at an incorrect amount.
c. If the purchase was an underring, ask the individual to re-purchase and identical item at the correct price. Obtain the duplicate item(s) for the individual and hold the original item(s) as evidence.
d. If the individual does not wish to re-purchase the item(s), refund the purchase.
e. Retain merchandise as evidence or photograph merchandise as jurisdiction allows.
f. If the individual refuses to cooperate and insists on leaving with the merchandise, allow the individual to do so. Indicate the subject and vehicle description in the CIRS report.
g. After receiving HR approval, an interview may be conducted with the team member. (See Team Member Interviews)
5. Document the case appropriately in CIRS using the steps outlined in the Documentation section.
EVIDENCE
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Any property related to an Assets Protection case, whether Target property, non-Target property or contraband shall be treated as evidence and protected, preserved and documented as outlined in this section.
B. Evidence Documentation
1. Evidence Log - All stores/DCs must maintain an evidence log and the log shall be updated each time a piece of evidence is placed in or removed from the evidence locker. The evidence log shall contain:
a. Date and time of entry or removal of evidence,
b. The name of the team member entering or removing the evidence,
c. The reason for entry/removal of evidence, and
d. CIRS case number related to the evidence.
2. Evidence Locker - Each store shall maintain a designated evidence locker or similar lockable area for evidence retention.
3. Evidence Tag - An evidence tag must be affixed to all items obtained in the apprehension of a subject. At a minimum all evidence tags must contain:
a. AP team member’s name and initials,
b. The CIRS case number, and
c. Date of apprehension
C. Photographing Evidence
All evidence shall be photographed and the photographs properly labeled as evidence. Merchandise shall only be kept as evidence if local jurisdiction requires, any jurisdictions allow certain forms of evidence to be photographed as a method of preservation. The ETL-AP/APGL shall be responsible for partnering with local law enforcement to understand the local jurisdiction guidelines.
1. When photographing merchandise, follow these steps:
a. Take a full shot of the item, accurately depicting the color, features and any other identifying aspects of the item.
b. Take a close up photo(s) of the item depicting the price tag, labels and/or any damage to the item.
c. Label all photographs with the date, time, name of subject and CIRS case number.
d. Retain all photographs in the case file.
2. After photographing, return the merchandise to the owning department, unless local jurisdiction requires merchandise be held, in which case merchandise shall be stored in evidence locker.
D. Company Property
All recovered merchandise, any item the subject may have removed from the merchandise and discarded (packaging, price tags, vendor tags, defeated merchandise protection tags, boxes, etc.), company documents (including but not limited to POS receipts, vouchers, gift cards. gift receipts, refund documents, etc.), and recovered cash shall be treated as evidence.
1. When logging company property as evidence, the following applies:
a. Original documents are preferred; if law enforcement requires an original document, make a copy for evidentiary purposes.
b. If photocopies are used, document the location of the original document in the CIRS report (example: Original receipt retained by Minneapolis Police Officer John Smith).
c. All company documents shall be initialed and dated by an AP team member (in small writing in the corner of the document).
d. Record each item of recovered property in the “Evidence” section of the CIRS report.
e. Complete an evidence tag for any item retained by law enforcement or Assets Protection and affix to piece of evidence.
f. Log all items on the Evidence Log.
E. Non-Company Property
All Non-Company Property (evidence) recovered from a subject shall be recorded in the same manner as Company Property using the steps listed in D. above.
F. Contraband
Contraband is defined as items or goods that are illegal to possess, such as weapons, narcotics, drug paraphernalia, etc.
1. All contraband discovered by AP team members shall be recorded in the “Evidence” section of the CIRS report, marked with an Evidence Tag and turned over to law enforcement.
2. AP team members are forbidden from retaining/possessing contraband.
G. Preserving Evidence
Following an apprehension, preserve all evidence in the following manner:
1. Affix an Evidence Tag to all merchandise, non-company property and contraband recovered during the apprehension.
2. Prior to turning over any evidence to law enforcement, ensure the evidence is properly tagged and that a law enforcement officer signs for each item using their name, initials and date on the Evidence Log.
3. Store all physical evidence (merchandise, company documents, tags, etc.) in a bag or container and seal the bag/container to protect the item(s) from tampering.
4. Attach the evidence property tag to the sealed container.
5. If AP will be retaining the evidence, place the sealed bag or container in the evidence locker or similar lockable area in the AP office.
AP INCIDENT DOCUMENTATION
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
All incidents must be properly documented by an AP team member in the Common Incident Reporting System (CIRS). All on-going investigations shall be documented in the Common Investigations Management System (CIMS); when the investigation escalates into an incident, the case information shall be moved to the CIRS system.
A case file shall also be completed for each incident and copies of the case file shall be retained in the store/DC for a period of seven (7) years and a copy of all Internal casesshall be given to the ETL-HR.
B. CIRS/CIMS Documentation
1. CIRS and CIMS files are considered part of the investigative process and may be subject to subpoena and disclosure if a case goes to trial. Cases shall be documented in a complete and professional manner.
2. Narrative - The case narrative shall be written in a clear concise format and shall include at minimum the following:
a. Five steps of apprehension - Provide a detailed, chronological order of each of the five steps, and where and when they took place. If a step is missed, and a Productive Merchandise Recovery (PMR) takes place, identify the missing step(s) and reason in the narrative. (Example - PMR conducted because APS lost sight of subject on sales floor and was unable to maintain surveillance.)
b. Detailed description of why subject was observed. (Example: “Subject entered building wearing a large winter coat and the temperature outside was 89oF,” not “Suspicious suspect entered the building”.)
c. Names of team member(s) involved - List the names of all team members and their roles within the apprehension.
d. Law Enforcement - If law enforcement is involved in an apprehension or if the subject is referred to law enforcement detail the role law enforcement played in the stop. Also, note this information in the law enforcement section of the CIRS report.
NOTE: Narrative shall be noted if law enforcement decides to make the apprehension, such as when AP has not observed all five steps of apprehension. In these cases AP team members may assist law enforcement.
e. Weapons - Indicate if a weapon is present at any time during any incident. Also indicate if the weapon was used during the incident (i.e. Razor blade used to cut open DVD package).
f. Handcuffs - If a subject is handcuffed, indicate who handcuffed the subject and why the handcuffs were applied (reference Handcuff Directive).
g. Detailed description of apprehension location - Specifically identify the location where the apprehension took place, (E.g. “Green Main Exit” not “Exit”).
h. Surveillance of the incident - Note whether CCTV, physical surveillance or both were used to observe the incident.
i. Other cases/information - Reference other CIRS/CIMS cases that led to initial observation of the subject or supporting evidence to the apprehension. Also, if AP team member was tipped by another team member or guest, and witness statements gathered after apprehension.
3. Narratives are to be treated as evidence and shall NOT contain the following::
a. Subject description (race, gender, sex, age, etc.) - The CIRS report has a section that asks for subject description and any information shall be documented here. The narrative shall NOT contain this information; it shall contain only the facts leading up to the apprehension/incident.
b. Slang terms, jargon or acronyms - Narratives may be used as evidence during criminal/civil cases. Therefore, all jargon and slang terms shall be avoided and all acronyms spelled out (i.e. Assets Protection Booking Room instead of AP Booking Room).
c. Generalizations- The narrative is a factual description of what took place, and shall not contain any opinions of the team members, generalizations about the subject or assumptions of what they may have done or intended to do.
d. Multiple cases/incidents - An individual CIRS case must be completed for each incident; cases occurring on the same shift are not to be grouped together into a single incident.
C. Case File -
A case file must be created for all apprehensions/incidents within a store/DC. The AP team member involved shall be responsible for ensuring all evidence is collected and filed properly. At a minimum the case file must contain the following:
1. A copy of the CIRS narrative and any other related CIRS/CIMS cases.
2. Photos - Any photos taken of the subject/evidence shall be kept with the case file. Photos must be labeled with the case number and date.
3. Video - Copies of video relating to AP cases/apprehension shall be retained for a period of 7 years.
a. Video shall include observation of the five apprehension steps.
NOTE: If a step is not captured on video, the CIRS report must be updated indicating why the particular step was missed. (Example: Limited camera coverage in automotive section did not allow for constant video surveillance.)
b. Video shall be transferred to a VHS or DVD/CD and properly labeled with the date and case number.
c. All other video shall be retained for a minimum of 30 days.
NOTE: Video must be retained for all AP incidents/apprehensions and kept with the case files for a period of seven (7) years. All other video shall be retained for a minimum of 30 days unless otherwise noted.
NOTE: If video is copied to a VCR tape, ensure the tab has been removed to prevent over-taping.
NOTE: If law enforcement requests a copy of the videotape, make a copy and retain the original. Original recordings shall be provided to law enforcement upon the receipt of a subpoena; in such cases ensure the store/DC retains a copy prior to turning over the original. If law enforcement insists on taking custody of the original without a subpoena, provide the original but ensure a copy is retained. Ensure your DAPTL/Distribution GAPTL is notified any time law enforcement requires a copy of evidence.
4. Witness statements - All team members involved shall be required to give a witness statement of the incident and these statements shall be retained in the case file. Any other statements gathered by AP team members shall be properly labeled (case number and date) and filed in the case file.
5. A copy of the Trespass Notice (if applicable).
NOTE: In the event of a serious incident (assaults with serious injury, death, sexual assaults, armed robbery) or any other incident receiving media attention, the ETL-AP/APGL shall partner with the DAPTL/Distribution GAPTL for further guidance regarding the scope of additional evidence to be retained in the case file.
AUTHORITY TO APPROVE CIRS CASES
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section outlines the authority and requirements for CIRS case approval.
B. Approval
1. AP team members are not permitted to approve cases they have initiated and entered into the CIRS reporting system.
2. All cases shall be approved by the next level AP supervisor (or higher).
3. Prior to CIRS case approval, the approver shall review the case for:
a. Complete and accurate narrative, including details of the case outlining the five apprehension steps, a chronological sequence of events from subject entering store/DC to apprehension/exit, proper spelling and limited use of acronyms.
b. Proper documentation of the case, including team members involved, law enforcement involvement, any weapons used/found, whether a subject was handcuffed, location where the incident took place, date and time of incident, etc.
c. Directive compliance.
d. Complete case file including any photos, witness statements, accompanying video, etc.
e. Ensure the case is properly coded.
NOTE: Cases not meeting above minimum standards shall be sent back for re-work. The supervisor shall work with AP team member initiating the case to ensure complete and accurate details and coach team member on deficient case details.
4. Supervisors shall review cases for approval on a daily basis.
5. Cases shall be approved or returned for re-work within 48 hours of submission.
NOTE: Details used in CIRS are considered evidence and may be called upon if a case is brought to trial. It is vital that team members complete the narrative in a timely fashion with the facts of the case. The report is designed to capture the sequence of events and must be a factual list of events. Team members must refrain from adding opinions or assumptions when documenting the case.
TICKET FRAUD
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Ticket Fraud is defined as "Changing the price on merchandise with the intent of purchasing the merchandise at a reduced price."
B. Ticket Fraud Apprehension
1. An Apprehension shall only be permitted when ALL of the following criteria have been met:
a. Written confirmation has been received that your local jurisdiction will prosecute Ticket Fraud referrals and this confirmation is on file in the store and with the DAPTL.
b. The person or group involved has known theft or Ticket Fraud activity and the known activity is documented in a CIRS narrative.
c. The AP team member has pre-approval to make the Ticket Fraud apprehension from their GAPTL, DAPTL or Investigations Team Leader.
d. All elements of the Ticket Fraud have been observed:
1. Selection of the item.
2. Placement of the new ticket on the item.
3. Purchase of the item at the incorrect price.
e. If selection, removal and placement have been observed, but an apprehension cannot be made due to other criteria not being met:
1. Handle the incident by asking the cashier to request that the price be
checked. The cashier can then inform the guest of the correct price.
2. Partner with your DAPTL or Investigations Team Leader.
3. Gather all evidence and document the incident in CIRS using the “Ticket
Fraud” classification.
FOOD CONSUMPTION / FOOD PASSING INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This Directive applies to all areas of food sales (Food Avenue, Starbucks, etc.) as well as any other food items available for sale in Target stores. It also applies to single or multiple incidents of food consumption or passing.
B. Handling
1. Incidents of team member food consumption and food passing shall be treated as a policy violation and referred to Human Resources for further handling. AP will NOT conduct an interview or refer for prosecution these types of incidents, however they may assist HR by providing information and supporting documentation.
2. Investigations that reveal cash theft or theft in bulk (example: a case of pop) shall be handled by AP as a theft (internal or external). AP must observe the five steps prior to apprehension.
TEAM MEMBER DISCOUNT VIOLATION INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This Directive outlines the procedures for an investigation of a team member suspected of a violating Target’s Team Member Discount policy.
B. Investigation/Apprehension Steps
1. AP shall notify HR as soon as they become aware of a discount policy violation.
2. AP shall conduct an investigation to establish the scope of the team member’s violation.
3. If the investigation reveals other possible dishonest activity, AP shall open a team member investigation and document the investigation in CIMS.
4. If no additional information of other possible dishonest activity exists, the case shall be immediately forwarded to HR or higher level of management for handling.
TEAM MEMBER INTERVIEWS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Team member interviews shall be conducted as a part of an internal investigation. Only AP team members who have successfully completed Target’s Assets Protection Internal Interview Certification are authorized to conduct team member interviews.
NOTE: An AP team member who has successfully completed Internal Interviewing Training and is in the process of becoming certified, may conduct a team member interview in the presence of another trained/certified AP team member.
B. Conducting a Team Member Interview
1. Prior to conducting any team member interview, supervisor approval is required.
2. Prior to conducting a team member interview, the AP team member shall partner with:
a. The appropriate HR Partner or STL.
b. The next level AP team member.
NOTE: If the HR or STL/DC Team Leader disagrees with the decision to interview the team member for dishonesty, the AP team member shall meet with the HR and/or STL/DC Team Leader to discuss their concerns. If a mutual agreement cannot be reached, the AP and H. R. team members shall contact the DAPTL/Distribution GAPTL and Human Resources Representative (HRR). Together the DAPTL/Distribution GAPTL and HRR shall make the final decision as to whether or not the team member will be interviewed.
c. The AP team member shall present a written summary of the investigation findings (HR Cover Letter) to the HR or STL/DC Team Leader.
3. Team member interviews are to be conducted in accordance with all Target internal interviewing procedures.
4. Before conducting an interview of a team member there must be evidence that the team member has participated in a dishonest activity. Team member interviews shall NOT be made solely on the basis of an implication by another team member. There must be corroborating evidence in addition to any implication and the evidence shall be presented in the written summary of the investigations findings (HR Cover Letter). Some examples of “Other” evidence:
a. Digital or standard CCTV video
b. Merchandise/hand tags
c. Product wrapping
d. System reports
TIME AND ATTENDANCE VIOLATION INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
If an AP team member becomes aware of any time card/attendance policy violations they shall handle as follows:
1. Immediately forward all information regarding the violation the ETL-HR/Distribution HRM/HRR.
2. Do not conduct an independent investigation into the suspected time card/attendance violation.
3. If an AP team member is requested to support a time card/attendance investigation, contact the DAPTL/Distribution GAPTL or next level AP supervisor for approval.
4. If the time card/attendance violation involves an AP team member, inform the ETL-HR/Distribution HRM/HRR and contact your DATPL/Distribution GAPTL for guidance.
EXECUTIVE INVESTIGATIONS / INTERVIEWS
Revision: 01-2006 Effective: 02-22-2006
A. Investigations
1. AP team members who have knowledge or suspicion of a Target executive violating a company policy shall notify their next level AP supervisor.
2. The supervisor shall make the determination whether to investigate the executive and who shall be responsible for the investigation.
B. Interviews
1. Once the supervisor makes the decision to interview an executive, the interview shall be conducted by one of the following:
a. DAPTL, ITL or Distribution GAPTL
b. GAPTL,
c. Director of Assets Protection, or
d. Vice President of Assets Protection.
2. Prior to engaging in an interview, the interviewer must have prior approval from the GAPTL or Director/Vice President of Assets Protection and the ETL-HR/Distribution HRM/HRR.
UNDERCOVER INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Definition
An undercover investigation is defined as “Placing a contract individual, law enforcement officer or team member into a non-AP store/DC position on multiple occasions for the purpose of uncovering serious security or policy violations.”
B. Approval
The Director/Vice President of Assets Protection must approve any investigation where Assets Protection proposes using an undercover investigator. This applies to any store/DC-based undercover investigation.
NOTE: Utilizing AP team member from another Target location to assist store AP related surveillance is not considered to be an undercover investigation. (Example: An ETL-AP/APGL covering vacation at an alternate location for another ETL-AP/APGL.)
PHARMACY INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This Directive outlines AP policies for handling Pharmacy Investigations.
B. Investigations
1. Any proposed investigation of a Pharmacist or Pharmacy team member shall be immediately communicate to the DAPTL.
2. The DAPTL shall then discuss the investigation with the Pharmacy Supervisor, GAPTL and ETL-HR prior to any action.
C. Fraudulent Prescriptions
1. AP team members shall not make any apprehensions on fraudulent prescription cases.
2. If requested, AP team members shall support fraudulent prescription cases by gathering evidence for law enforcement (such as video footage, subject or vehicle descriptions, etc.).
3. AP team members shall become involved in fraudulent prescription cases if physical danger is imminent to team members or guests.
4. Pharmacists shall notify local law enforcement and professional boards as required.
D. Pharmacy Keys
1. Pharmacies are operated under a separate keying system. The Pharmacy shall not be opened by anyone other than a registered Pharmacist under any circumstances.
GUEST SERVICE ISSUES / GUEST INCIDENT
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section addresses the proper handling of Guest Service Issues and Guest Incident filed at the store level.
B. Guest Issues Involving AP Team Members
1. The ETL-AP shall contact the DAPTL and STL upon notification of any guest issues involving another AP team member.
2. The DAPTL and STL shall determine whether the situation is a Guest Service Issue or a Guest Incident.
C. Guest Service Issues
1. A matter shall be treated as a Guest Service Issue if all of the following apply:
a. The guest complaint relates to the manner in which the guest was treated in the store, such as a NPI or receipt check, and does not involve any claim of bodily injury of property damage,
b. The guest is not represented by an attorney and
c. The matter can be resolved with a guest service payment of $200.00 or less in gift certificates, gift cards or a check.
2. If the matter does not meet all three (3) of the criteria listed above, it must be referred to the Guest Reporting Center to be handled as a Guest Incident.
NOTE: If there is any doubt about the matter meeting any of the Guest Service criteria, contact the Guest Service Reporting Center.
D. Handling a Guest Service Issue
1. The DAPTL shall handle a Guest Service Issue as follows:
a. Partner with the Guest Reporting Center and the STL.
b. Once contacted by the guest, investigate by reviewing any CIRS reports, case files, video, witness statements, etc. regarding the particular incident.
c. Contact the guest and attempt to resolve the issue.
d. Document all actions taken and communications with all parties.
e. Determine the best method to resolve the guest service issue: written apology, guest service payment ($200.00 or less) or an understanding that Target is not at fault.
f. If the matter can be resolved as a guest service issue, contact the GAPTL and present the case.
g. When a resolution has been reached, notify the Store Team Leader (STL) and District Team Leader (DTL) of the situation and resolution type and amount (if applicable).
NOTE: Guest Service payments must be charged to the store or district account, as directed by the DAPTL.
h. If the matter is resolved on a guest service basis, no written release from the guest is necessary.
i. Document all details of the case in CIRS including any type of settlement.
2. If after discussion with the guest it does not appear the matter can be resolved as a Guest Service Issue, report the matter as a Guest Incident and contact the Guest Reporting Center.
E. Guest Incidents
1. Any matter that does not meet the three (3) criteria for a Guest Service Issue (listed in C. 1. above) must be reported to the Guest Reporting Center as a Guest Incident.
NOTE: A claim is reported using the same procedures for reporting a Guest Accident.
2. The DAPTL shall discuss all Claims with their GAPTL and the STL.
11:35 PM - add eprops - add comments - email it
Wednesday, October 18, 2006
UNITED STATES DISTRICT COURT
NORTHERN DISTRICT OF GEORGIA
ATLANTA DIVISION
Target Corporation, a Minnesota
corporation,
Atlanta
V .
JOHN DoE, 1 :06-CV-2116
Defendant
For its Complaint, plaintiff Target Corporation ("Target") states and alleges as follows
INTRODUCTION
Target brings this action against an Internet user who is deliberately posting Target copyrighted, confidential, proprietary, and trade secret information across the Internet, including to a website hosted in Minnesota. Target seeks an injunction against Defendant, as well as other available legal and equitable relief arising from Defendant's tortuous actions .
PARTIES
1 . Target is a Minnesota corporation with its principal place of business in Minneapolis, Minnesota .
2 . The true name and capacity of Defendant is unknown to Plaintiff at this time
Defendant is known to Plaintiff only by his Internet username "Target Sucks ." Additionally,
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 1 of 29
2
mrpauljrogers@yahao com, chams46Chotmail .com, anonymousematl2@aol com,
ILovePie@yahoo.com, and usembassysouthafi-ica@hotmail.com
JURISDICTION AND VENUE
3 This Court hasjurisdiction under 17 U .S C § 101 et seq, 28 U .S .C. § 1331(federal question); and 28 U .S C § 1338(a) (copyright) . This Court also has jurisdiction over this matter under 28 U .S C. § 1332(a)(1) because the matter in controversy exceeds the sum or value of $75,000, exclusive of interest and costs, and is between citizens of different states .
4 . Venue in this District is proper under 28 U S C § 1391 and/or 28 U .S.C
1400(a). Although the true identity of Defendant is unknown to Plaintiff at this time, on information and belief, Defendant resides in the State of Georgia and a substantial part of the acts of infringement and rrusappropriahon complained of herein occurred in this District .
FACTUAL BACKGROUND
Target's Business and Valuable Intellectual Property 5 Target owns and operates retail merchandise discount stores across the United States . Today, Target operates more than 1400 TARGET stores, including more than 45
TARGET stores in Georgia
6. As part of its effort to protect its retail stores from physical threats and financial losses, Target, through considerable effort and expense, has created loss prevention procedures and protocols . One of the key loss prevention protocols created by Target is Target's Asset Protection Directives ("Target AP Directives")
7. The Target AP Directives are a set of written methods, techniques and
processes that are used by Target's asset protection personnel to secure Target's merchandise
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 2 of 29
Internet at the website wrAw .targetunion .org .
and other property from theft, and to deal with the apprehension of shoplifters and other wrongdoers .
8 . The Target AP Directives are Target copyrighted, confidential, proprietary, and trade secret information .
9 The Target AP Directives include information that is not generally known to the public or in the industry .
10 . Target goes to considerable measures to protect the secrecy of this
information The Target AP Directives are password restricted and only available to those
employees with a "need-to-know," namely, the asset protection team .
11 . Target has an Information Security Policy where all employees, before
commencing their employment, sign an acknowledgement agreeing to maintain the confidentiality of Target's non-public information . and to never disclose it to anyone outside of the company.
Defendant's Improper Use of Target's AP Directives
12. On or around June 29, 2006, Defendant acquired a copy of Target's AP
Directives from a recently terminated Target employee, Scott Hundt ("Hundt") . Upon information and belief, Hundt only knew Defendant because of his anti-Target website postings Hundt sent a copy of the Target AP Directives to Defendant by email 13 Hundt, as a former asset protection specialist at a Target store in Wisconsin, improperly kept the Target AP Directives upon termination .
14. On Sunday, July 2, 2006, Hundt also posted the Target AP Directives on the
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 3 of 29
4
15 . On or around July 10, Target learned of Hundt's improper disclosure to
Defendant and the Internet. Shortly thereafter, Target contacted Hundt by telephone Hundt returned Target's telephone call and acknowledged his wrongdoing . Hundt immediately deleted all references to the Target AP Directives from his hard drive and from the Internet .
16 . Target also demanded that Hundt contact Defendant and request that
Defendant destroy the Target AP Directives, delete any Internet postings of the Target AP Directives posted by him, and never use them again . Hundt stated that he did not know
Defendant's name or address, and did not personally know him, but had his email address .
Hundt emailed Defendant and requested him to remove the postings, but Defendant failed to respond.
17. Hundt also provided Target with the email address that Hundt had for
Defendant Target emailed Hundt a cease and desist letter at that address, but received no response .
18 Instead of abiding by Target and Hundt's demands to remove the Target AP
Directives, Defendant began posting the Target AP Directives on various retail-employee forums on the Internet, including the following locations :
http //targetsucks elevation24 coin
http //tivwtiv. targeiuniora org
http 11bullseyebb .aivardspace coin
http ://targetstoressuck blogspot corn
http //wwtiv retail-worker corn
http .//people tribe net
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 4 of 29
5
19. Beginning on or around July 12, 2006, Target, through its counsel, sent
demand letters to the moderators and administrators of the websites that posted Target AP Directives. Target advised them that Defendant, under the alias "Target Sucks," was posting improperly Target copyrighted, confidential, proprietary, and trade secret information . (A
copy of a sample letter sent to the moderators/administrators is attached as Ex . A )
20. In conjunction with writing to the moderators and/or administrators, Target also attempted to contact Defendant directly by sending private messages to Defendant
through the forums . (A copy of two sample emails sent to Defendant are attached as Ex . B.)
21 In response to Target's demand letters, the administrators and/or moderators
removed the Target AP Directives from their websrtes .
22. Defendant, however, did not respond to Target's email messages . Instead, Defendant re-posted the Target AP Directives as soon as the moderator and/or administrator removed them from the website. Target re-contacted the moderators and/or adrrunistrators, and the information was again deleted . Indeed, at least one of the websites -
http //targetstoressuck blogspot.com - terminated Defendant's blog .
23 . On July 27, 2006, the moderator of -www .retail-worker coin posted Target's
cease and desist letter on its website and explained why she deleted Defendant's posting of the Target AP Directives . An exchange between Defendant and the moderator ensued, whereby Defendant admitted that he was posting the Target AP Directives for no reason other than to harm Target . (A copy of the email exchange is attached as Ex C .)
24. Since July 27, 2006, Defendant continues to re-post (or attempt to re-post) the Target AP Directives on the Internet At websites where his blog was inactivated, he has changed his username in order to be able to re-post the Target AP Directives
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 5 of 29
6
25 . Defendant's actions are a complete and intentional disregard of Target's property rights . Since July 27, 2006, Defendant had posted on numerous websites that "Target's lawyers are monitoring this website ." In response to Target's cease and desist letter, Defendant states on the Internet that he does not care whether the Target AP Directives
are copyrighted or trade secrets :
As to whether or not said info is in some form `protected', I have no idea and don't care I saw it both online already posted and via email and if someone at T let the cat out of the bag then that is between T and them . I didn't sign any confidentiality agreement with them and really don't give a rats ass if they like it or not .
(A copy of the posting is attached hereto as Ex . D )
26. Defendant has never responded to Target's demands for Defendant to cease
and desist posting the Target AP Directives .
27 . Through various investigative techniques employed by Target over the last few weeks, Target believes that Defendant uses America On-Line as his Internet Service Provider Target believes that information obtained in discovery will lead to the verification
of Defendant's true name and address
COUNT I
Infringement of Copyrights
28 Target realleges and incorporates by reference herein the foregoing allegations of the Complaint .
29 Target is, and at all relevant times has been, the copyright owners of exclusive
rights under United States copyright law with respect to certain copyrighted Target AP
Directives .
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 6 of 29
7
30 . The Target AP Directives are subject to a valid Certificate of Copyright
Registration issued by the Registrar of Copyrights to Target as specified on Exhibit E
31 . Among the exclusive rights granted to Target under the Copyright Act are the
exclusive rights to reproduce the Target AP Directives and to distribute the Target AP
Directives
32 . Defendant, without the permission or consent of Target, has used, and
continues to use, the Internet, to disserrvnate and/or make available for distribution to others,
the Target AP Directives .
33 . Defendant's dissemination of the Target AP Directives is deliberate, willful,
malicious, oppressive, and without regard to Target's proprietary rights
34 . As a result of Defendant's infringement of Target's copyrights and exclusive
rights under copyright, Target is entitled to statutory damages pursuant to 17 U S .C § 504(c)
against Defendant for each infringement by Defendant . Target is also entitled to its
attorneys' fees and costs pursuant to 17 U S C . § 505 .
35 Defendant's copyright infringement, and the threat of continuing infringement,
has caused, and will continue to cause, Target repeated and irreparable injury . It would be
difficult to ascertain the amount of money damages that would afford Target adequate relief
at law for Defendant's acts and continuing acts, and a multiplicity ofjudicial proceedings that
would be required Target's remedy at law is not adequate to compensate them for the injuries already inflicted and further threatened by Defendant . Therefore, Defendant should
be restrained and enjoined pursuant to the Copyright Act, 17 U S .C. § § 502 and 503
COUNT II
Misappropriation of Trade Secrets
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 7 of 29
Court
36. Target realleges and incorporates by reference herein the foregoing allegations
of the Complaint.
37 Defendant acquired confidential and proprietary information belonging to
Target.
38 Defendant was advised that the information he acquired was Target trade
secret information that should not be used or disclosed by him .
39 After receiving notice of the confidentiality of the Target trade secret
information, Defendant had a duty to Target to maintain the secrecy of this information and
limit its use for the benefit of only Target .
40. This confidential and proprietary information had independent economic value
because it was not generally known to or readily ascertainable by persons outside of Target
41 Target intended to keep this information confidential and has made reasonable
efforts under the circumstances to maintain the secrecy of the information .
42. Defendant has used and/or disclosed, and continues to use and/or disclose,
such information without the express or implied consent of Target, for the benefit of himself .
Such use constitutes a violation of Ga Stat . § 10-1-760 et seq, and Georgia common law
principles against misappropriation of trade secrets
43 . As a direct and proximate cause of Defendant's misappropriation of trade
secrets, Target has been damaged in an amount greater than $75,000, the specific amount of
which shall be determined at trial In addition, Target has suffered irreparable harm and will
continue to suffer irreparable harm unless the conduct of the Defendant is enjoined by this
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 8 of 29
9
WHEREFORE , Plaintiff Target Corporation respectfully requests judgment against
Defendant as follows :
An injunction, among other things, prohibiting Defendant from disclosing and
using the Target AP Directives and requiring Defendant to delete all Internet postings created
by him of the Target AP Directives ;
2. Statutory damages for each infringement pursuant to 17 U .S.C § 504;
Recovery of Target's costs and attorneys' fees incurred herein ; and
4 Any further relief that the Court deems just and equitable .
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 9 of 29
1 0
DUNCAN & MANGIAFICO, PC :
,., Dated. September 1, 2006
nnife C Adair (#001901)
uite 220
7000 Central Parkway
Atlanta, GA 30328
Telephone. (770)698-4560
Facsimile : (770)698-4565
FAEGRE & BENSON LLP :
s/Dara Mann
Dara Mann (#469065)
Suite 1900
3350 Riverwood Parkway
Atlanta, GA 30330
Telephone : (678) 627-8190
Facsitrule• (612) 766-1600
ATTORNEYS FOR PLAINTIFF
TARGET CORPORATION
Of Counsel
(upon admission pro hac vice)
James R. Steffen (MN #469065)
Kerry L. Bundy (MN #266917)
Faegre & Benson
2200 Wells Fargo Center
90 South Seventh Street
Minneapolis, MN 55402
Telephone : (612) 766-7000
Facsimle : (612) 766-1600
M2 2 08193 8 3 0 4
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 10 of 29
KERRY L BUNDS
kbundy"4fargrc cum
(6121766 .821
'lien" VIA E-MAIL
Administrator of "Return of the Target Sucks" Website
Dear "Jen"/Ms . Destree :
EXHIBIT A
FAEGRE
BENSON _1
July 11, 2005
Jennifer Destree
Registrant of elevation24 .com
733 Hickory Avenue
Orangevale, CA 95662
Re. Improper Disclosure of Target's AP Directives on Website
We represent Target Corporation and Target Brands, Inc . (collectively, "Farget") in
connection with intellectual property matters and in connection with their ongoing efforts to
maintain the security and confidentiality of its proprietary information We are writing to you in
your capacity as Administrator and/or Registrant of the blog website
http //targetsucks elevation24 com to advise you that a post to the website contains Target
confidential, proprietary and trade secret information that has been improperly disclosed In
addition, the post wrongfully reproduces copyrighted material belonging to Target
[n case you were not aware, on July 2, 2006, user name "Target Sucks" posted to your
website Target's 2006 Asset Protection Directives . These directives include information which
is used in the conduct of Target's asset protection program and is not generally known to the
public or in the industry. Target goes to considerable measures to protect the secrecy of this
information As it appears from your posts that you are a current and,lor former Target
employee, you are most likely aware that under Target's policies and procedures, any Target
employee who is given access to the Asset Protection Directives is required strictly to maintain
the confidentiality of this information
As we hope you can appreciate, Target considers the improper disclosure of its 2006
Asset Protection Directives on the "targetsucks" website to be a very serious matter . Allowing
Target's confidential and proprietary security procedures to remain posted on the website
provides potential wrongdoers with a blueprint for circumventing Target's security procedures in
connection with shoplifting or other criminal activity This not only jeopardizes Target's
property, but also could jeopardize the safety of Target customers and employees
220 0 WE LLS FAR GO CE NTER 90 SOUTH SEVE NTH STREET N71 yINE 4P OL]S MINNESOTA SS4D2 39 0 1
TELEPH O NE 612 7ss - 7 0 0 o FACSIMILE 612 7 6 6-160 0 WWW FAEGRE CO M
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 11 of 29
M2 208102 34 01
Jennifer Destree
July 11, Zoos
Page 2
We note that the rules of your forum expressly state that "Me owners of Return of the
Target Sucks reserve the right to remove, edit, move or close any thread for any reason ." Under the circumstances here, Target asks that you remove the July 2, 2006, and any other posting of Target's 2006 Asset Protection Directives at your earliest possible convenience In addition, to allow us to follow up directly with the individual who wrongfully posted the 2006 Asset Protection Directives, we ask that you promptly supply us with contact information for poster "Target Sucks "
Your anticipated cooperation is appreciated, and we look forward to receiving prompt
confirmation that you have removed the 2006 Asset Protection Directives from your site and to your provision of contact information for the individual that posted the2006 Asset Protection Directives.
Sincerely,
erry L Bundy
KLB/rew
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 12 of 29
EXHIBIT B
Bundy, Kerry L.
From, Bundy, Ke rry L
Sent : Monday, July 17, 2006 2 46 PM
To: 'annonymousemad2@aol com'
Subject: RE Improper Posting of Target 2006 AP Directives
Attachments : scan pdf
s can p df (78 KB)
Please review the attached letter . Thank you .
Kerry Bundy
Faegre & Benson
2200 Wells Fargo Center
90 S . 7th St .
Minneapolis, MN 55402
612-766-8217
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 13 of 29
VIA E-MAIL
Dear Sir/Madame-
TELEPHONE 672 -766-70 00 1 F A CSI MILE 612 - 7 5 F - 560 9 1 %tiWW FAEGR h l'OM1t
FAEGRE
BENSON
UNITED STATES ENGLAND GERMANY I C HIN A
July 17, 2006
Username "Targetsuc ks"
annonvmousemail2 u,ao l. corn
Re: Improper Disclosure of Target's AP Directives on Internet
K ERRY L.. BI11JD t
k burdyf.4faegrc com
(6 121 766-82 1
We represent Target Corporation and Target Brands, lnc (collect ively, "Target") in
connect ion with intellectu a l property matters and in connection wit h thei r ongoing efforts to
maintain the security and confidentiality of its proprietary information This l etter is to advise
you t hat certain postings made by you of t he Target 2006 Asset Protect i on Directives on the websi t es http•//targetsucks.elevation24 eom, hitp://www targetunion.org,hltp.//bullseyeb8 awardspace coin, and http //targetstoressuck blogspot.com contain Target copyrighted, confidential, proprietary and trade secret information that has been improperly disclosed.
As you know, the Target 2006 Asset Protection Directives include information which is
used in the conduct of Target's asset protection program and is not generally known to the public or in the industry . These directives also include copyrighted material As we believe you also know, Target goes to considerable measures to protect the secrecy of this information Under Target's policies and procedures, any Target employee who is given access to its Asset Protection Directives is required strictly to maintain the confidentiality of this information Access to these directives are restricted to Target AP employees and under no circumstances are they to be distributed to anyone outside of Target .
Target considers the improper disclosure of its 2006 Asset Protection Directives on the
Internet to be a very serious matter . Allowing Target's confidential and proprietary security
procedures to remain posted on the website provides potential wrongdoers with a blueprint for
circumventing Target's security procedures in connection with shoplifting or other criminal
activity. This not only jeopardizes Target's property, but also could jeopardize the safety of
Target employees and guests
It is our understanding that, although you were provided improperly with the Target 2006
Asset Protection Directives by a former Target employee, that person has requested that you
delete all postings made by you that contain the Target 2006 Asset Protection Directives We
hope and expect that upon review of the facts set forth in this letter, you will delete all such
2200 WEL LS FARGO CENTER I 9 0 SOUTH S EVFNTH S TRF FT I M17 INYCAPOLIS MINNESOTA S5a0 1-3 9 61
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 14 of 29
h12 20910 329 0 3
Targetsucks
July 17, 2006
Page 2
postings at your earliest convenience . Target also requests that you immediately destroy all
paper and electronic copies of the Target 2006 Asset Protection Directives in your possession .
Please provide us with prompt, written confirmation of your compliance with these requests no
later than noon on Tuesday, July 18, 2006 . If we do not receive timely confirmation from you, we will assume that you do not intend to remove your wrongful posts, and we will proceed to consider and take further appropriate action .
Your anticipated cooperation is appreciated .
Sincerely,
CJ
Kerry undy
KLB/rew
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 15 of 29
July 27, 2006
VIA E-MAIL
Dear Sir/Madame .
T F I F 11110N' F 612-7 6 5 7 000 HALS1%111 F 617 766 1600 %VW%Y F AI'C R F C UN7
COPY FAEGRE C OPY
BENSON
lLP
UNITED STATES I ENGLAND GERMANY ' CHINA
KERRY L B[,T1DY
kbundy i~ faegre coin
(6 12) X 65- 82 1 1
Username "Targetsucks"
Re: Improper Disclosure of Target's AP Directives on Internet
We represent Target Corporation and Target Brands, Inc. (collectively, "Target") in
connection with intellectual property matters and in connection with their ongoing efforts to maintain the security and confidentiality of its proprietary information . This letter is to advise you that certain postings made by you of the Target 2006 Asset Protection Directives on the website http //Kww retail-worker coin contain Target copyrighted, confidential, proprietary and
trade secret information that has been improperly disclosed .
As you know, the Target 2006 Asset Protection Directives include information which is
used in the conduct of Target's asset protection program and is not generally known to the
public or in the industry These directives also include copyrighted material . As we believe you also know, Target goes to considerable measures to protect the secrecy of this information Under Target's policies and procedures, any Target employee who is given access to its Asset Protection Directives is required strictly to maintain the confidentiality of this
information Access to these directives are restricted to Target AP employees and under no
circumstances are they to be distributed to anyone outside of Target
Target considers the improper disclosure of its 2006 Asset Protection Directives on the
Internet to be a very serious matter. Allowing Target's confidential and proprietary security
procedures to remain posted on the website provides potential wrongdoers with a blueprint for
circumventing Target's security procedures in connection with shoplifting or other criminal
activity This not only jeopardizes Target's property, but also could jeopardize the safety of
Target employees and guests.
We hope and expect that upon review of the facts set forth in this letter, you will delete
all such postings at your earliest convenience . Target also requests that you immediately destroy
all paper and electronic copies of the Target 2006 Asset Protection Directives in your possession .
Please provide us with prompt, written confirmation of your compliance with these requests no
later than noon on Tuesday, July 18, 2006 If we do not receive timely confirmation from you,
we will assume that you do not intend to remove your wrongful posts, and we will proceed to
consider and take further appropriate action
2 200 wbLtS FA UCO C F VT FK 90 SOUT H yF.v h `T H ST1tFF 7 t11 NtYrA P OL 1 5 M1uNVk SUTA SS ao 2-7 901
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 16 of 29
M2 20814344 01
Targetsucks
July 27, 2006
Page 2
Your anticipated cooperation is appreciated.
Sincerely,
Kerry L. Bundy
KLBlrew
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 17 of 29
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Home » Forum * Specific Stores * Target Employee Forums Anyone Know Why
The Target Sucks Forum Is Down?
Anyone know why the target sucks forum is- down?
Submitted by backroompeon on Mon, 02/13/2006 - 1 14am.
I am sorry to see it gone . And I had been on there earlier tonight .
loin or register to post comments j f I11 I ~ I 0 I aY ILo Ile I
P5
Targetflowslave
Says:
Mon, 02/13/2006 -
5 2 4am
redandkhak i
Says:
Thu, 02/ 1 6/2006 -
11 23am
Thats what i want to know
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backroompeon wrote :
I am sorry to see it gone . And I had been on
there earlier tonight .
Guess I'll hang out here then .
Who gives a flying f**k where it went. It's narrowminded
people are gone, at least for now, until they start making
trouble here or somewhere else . You know the ones, the die
hard fans of target. Targetscks was a corporate venture .
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there seems t o be s ome delet in g of thi s info g oin g on
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 18 of 29
sle K Says:
Thu, 07/27/2006 -
11 .34pm
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i0 MYYk ic-p!
nAaa m IC
Q -0 MY MSN
Technoratl
∎lDG PINCER
JIM B1oglLae a
i0 6-
0 MrFeeascer
Jim .aia 0)4
[p IInMF111
s1eK Says :
Fri, 07/28/2006 -
12-56am
More like : If they want to F . with their
customers then their customers may want to
pay them back if they get a chance .
(Cir[ui t C ity Fo rum)
i 76 rep lies
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A ll fo rums
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T h ere are curre n tly 1 7 use rs
a nd 77 gue s t s on l ine
Online users
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Read our feed
Target's lawyers are out and about issuing cease & desist
letters.
edit: More information - Our first Cease & Desist, courtesy
of Target
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Target Sucks .. wrote:
I'm not bringing up p. 2 of Kerrys letter . My
machine or didn't it post?
Your machine, I suppose, as I can view it in its entirety and
I've heard no other complaints .
sleK Says: Assuming that you're the same "Target Sucks" that's been
rnu, 07/27/2006 - posting the AP Directives everywhere, could you explain the
11 51pm significance of them or explain why you appear rather hellbent
on keeping them in the public domain?
I don't understand either the relevance or the purpose and I
haven't been able to find a suitable explanation .
sleK Says :
Fn , 07/28/2006 -
12 33am
Ok, so it is just disclosure for the sake of disclosure .
Quote:
BTW : Thought you caved in ra ther quickly on
that .
Well, if there was some point to it I'd probably be willing to
help. But, as it appears that there's really no cause and
you're just stirring the pot to see the water go 'round,
there's no reason for me to get involved .
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Quote :
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 19 of 29
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Fair enough, but surely you understand how unreasonable it
is to expect site ops', like myself, to support your apparent
grudge when faced with the costly prospect of litigation?
Quote:
It may have taken 3 yrs but Tarbutt is spending
some cash trying to put the genie back in the
internet bottle .
It's a beautiful thing . Once it's out there it's out there .
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sleK Says :
Fri, 07/28/2006 -
6 52pm Quote:
I would only opine that it seems to say that
once info is published that is the end of
confidentiality .
That may be so but it doesn't dissolve liability.
IANAL, but it appears to me that an entity needs only to
establish the economic value of the information and
demonstrate "reasonable efforts to maintain the secrecy" of
the information before injunctive relief and damages can be
granted.
Quote:
Gee Slick, a 33 year old female ski bum ran
right over you I I I !
Is this addressed to me?
Look, I'm just trying to help as it's pretty clear that you
haven't the faintest clue about what you're getting yourself
into .
The simple fact is that you may end up in court, facing
whatever injunctive relief and damages that Target puts on
the table, should Target choose to pursue you . From
experience, I can tell you that it's not a fun place to be . But,
if you're intent on finding out for yourself, keep it up and
good luck.
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 20 of 29
Target's Lawyers are monitoring this web site!
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differential? EXHIBIT D
Forum topics
Posted by
Rockta ne
Put yourself in Target's place : one of your ex-employees has
posted on a website confidential proprietary information about
The Target Stores Employees' Web Site
Home » Forum N Workplace Issues » General Co nversation
Posted by Target Sucks - at 2006-07-28 08 : 38
This site is being monitored by the Faegre Benson law firm on behalf of Target Stores .
The screen name used is normally 'bunkl' and this person is Kerry L . Bundy of the law
firm of Faegre Benson 612 766 8217. kbundy@faegre .com .
He and his firm are monitoring this web site for anti Target activities .
FYI : http ://www.retail-worker.com/documents/20060727 .target cease_and_desist .pdf
and their web site is www .Faegre .com
pri nt er friendly page
Username :
Password :
Posted by This is horrible news . I hope this site does not give up your
jollyrancher information . Shameful of them to even ask . It's one thing to ask
Fn, 2006-07-28 to have your post removed, but I'm sure there is some sort of
11 :08 privacy act . A million scurges on Mr . Bundy and Faegre Benson
Law firm.
Fast answers
from union reps
∎ direct deposit
∎ ETL Round-Robin
interview
∎ 8 hours between shifts
Posted by The link above refers to a different site, not this one, and the
Rocktane document in question is confidential proprietary information, not
Fri, 2006-07-28 anything to do with organizing or union activities . I'm sure they
12 :56 check this site also, as you would expect if there's a risk that a
disgruntled employee or ex-employee might be revealing
company secrets . I'm shocked that anyone would be surprised
by this .
l ogi n or reg is ter to po s t comment s
f Posted by I guess it doesn't surprise me that they monitor the site . But to
i jollyrancher sic their attorneys on someone. After my experience at Target
Fri, 2006-07-28 and seeing the Nazi behavior there, I hate everything about it .
13 :17 And any company that would work for them . Plague on them all
for supporting a company tha treats people so poorly .
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Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 21 of 29
------ --
Fri, 2006 -07- 28
j 13 :40
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Rocktane
Fri, 2006 - 07-28
15 :55
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Commented
the inside operations of a business you own, which, as one of
your employees, they signed an agreement not to reveal, and
which could cost your company millions of dollars . Y don't know
if such an offense would be legally prosecutable, but at would
certainly warrant pressure to stop it. I would expect you to pull
out all the stops . What is different about Target
Posted by I can see Target's side I guess, but then maybe they shouldn't
i jollyrancher treat people so poorly . I think they are a shitty company and
Fn, 2006-07-28 they and anyone that they retain, are one in the same, bastards .
i 15 :30 This lawfirm should be embarrassed to be associated with
Target.
jollyrancher wrote :
I can see Target's side !guess, but then maybe they
shouldn't treat people so poorly . I think they are a
shitty company and they and anyone that they
retain, are one in the same, bastards . This lawfirm
should be embarrassed to be associated with Target .
I agree that Target should not treat people badly . Nor should
any other company, in an ideal world . I am apparently lucky in
that I have not had your negative experience ; Target has
treated me pretty well . I've had a couple of GLs that required
me to use my diplomatic skills to get along with, and once or
twice I was denied a day off that I had requested, but otherwise,
I have no real complaints . I get chills when I think how I almost
got stuck working at a focal assembly plant when the Target DC
was having its job fair. That place would have been a nightmare
if they'd hired me ; just the few days I worked there as a temp
creeped me out for weeks . Thank god Target hired me ; there is
nothing they've thrown at me yet that I couldn't handle, or that
even approached some of the crap I've had to put up with at
other places . Obviously, it must be a lot different in your neck of
the woods .
~ Posted by I think it probably does have a lot to do with what part of the
jollyrancher country you are in . Certain people get into power and become
Fn, 2006-07-28 control freaks and make everyone miserable . And because of
16:06 that, sites like this form and people leak out sensitive info . V
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 22 of 29
Target Sucks -
Fri, 2006-07-28
17 :04
Firefox is a free, open
source web browser that's
way better than Internet
Explorer
login or register to post comments
i Posted by Duly noted on the gender of Kerry . I went off of the original
jollyrancher post . Even worse in my opinion for a woman to represent such a
i Fn, 2006-07-28 selfish company That is funny about trying to keep the genie in
17:18 the bottle. LOL
login o r re gi ster to p ost comments .
Posted by
Target Sucks -
XML is a way t o gather
we b s i te he adlines without
visi t in g the site You can
use a p rogr am like
F eed R eader o r a web
b rows e r like Fire Fo x
~^ GEi F I REFO X
Ci
jollyran icher wrote:
This is horrible news . I hope this site does not give
up your information . Shameful of them to even ask .
It's one thing to ask to have your post removed, but
I'm sure there is some sort of privacy act . A million
scurges on Mr . Bundy and Faegre Benson haw firm .
[b]
As pointed out by another poster the site threatened is the 2
retailworker .com sites ( & retail-worker.com) I also noted that
one site on which this was posted is now closed down with no
prior notice .
As far as I know it was posted on this site by another poster and
even prior to that it was emailed to me and it was put onto
several sites .
I believe that the OP here and the owner of the TS site closed
were both employees of T, but I don't know that for certain, well
1 I don't know for certain . I doubt that either of them are still T
employees .
As to whether or not said info is in some form 'protected', I have
no idea and don't care . I saw it both online already posted and
via email and if someone at T let the cat out of the bag then that
is between T and them . I didn't sign any confidentiality
agreement with them and really don't give a rats ass if they like
it or not .
My private opinion, and I am not an atty, is that once someone
else posted it online it was free for anyone to copy or repast . I
think there may be some sort of constitutional argument there
about 'free speach' or some such BS but I will leave it to more
smarter people than me to look into that .
All I can predict is that other nice people, like those reading this,
will probably copy it and repost it on other sites, so the people at
Faegre Benson will be quite busy trying to get the genie back
into the Internet bottle .
BTV1f : Kerry L. Bundy is a 'she' (W/F/33) not as initially identified
as a 'he' . Take a look at :
http ://www .Faegre.com/lawyer_bio .aspx7pid=7371
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 23 of 29
Not surprisingly, there are advantages and disadvantages to
using trade secret protection to secure different types of
business assets. Deciding whether to patent certain technology -
or keep it under wraps as a trade secret - is often a tough
strategic call . Usually, the decision rests on the type of
information that needs to be protected .
Most intellectual property owners find the indefinite time limit of
trade secret protection appealing, assuming that the information
can be maintained in confidence and not easily replicated in the
market. For example, say that the knowledge you wish to protect
is a manufacturing process . If you patent the process, you get
protection for about twenty years . Even though your competitors
know exactly what you're doing, they can't copy your process
when your patent expires, however, it's open season on that
technology .
By contrast, if you rely on trade secret protection to secure your
process, your protection lasts forever, as long as the process
Fri, 2006-07-28 jollyrancher wrote :
17 :27
Duly noted on the gender of Kerry . I went off of the
original post . Even worse in my opinion for a woman
to represent such a selfish company . That is funny
about trying to keep the genie in the bott le. LOL
Here is a longish brief on info confidentiality . A casual reading by
me seems to suggest that once info is published it looses its
confidential trade secret status . Take a read and inform yourself
on the issue :
An Ove rview of Trade Secret Pro tection
Can you keep a secret?
That's the challenge for intellectual property owners who rely on
trade secret protection to secure their sensitive business assets .
Unlike patents, most copyrighted works, and trademarks - which
must be publicly disclosed in order to seek recourse from
competitors who want to stea l them -- trade secrets have legal
value only to the extent that they stay secret .
File a patent on a new chemical or drug, and you can enjoy
exclusive legal rights for about 20 years (often less in practical
market terms) . As long as you keep trade secrets away from
prying eyes, however, they last forever . The trade-off Once
they're out, they're gone . A no-longer-secret trade secret enjoys
essentially no legal protection under trade secret laws .
Just about anything can qualify as a trade secret - formulae,
computer programs, business methods, database information,
customer lists - basically, any knowledge that has economic
value because people such as competitors don't know about it
and could profit from it if they did . It doesn't necessarily have to
be new, different, or unique, as you would expect from patented
material and/or even fixed in a tangible form, as with
copyrighted works . As long as the information has value because
no one else knows about it - and you take reasonable efforts to
avoid disclosure - it can qualify as a trade secret .
Pros a nd Cons
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 24 of 29
Protecting Your Trade Secrets
How do you take reasonable efforts to protect your trade
secrets Here are a few key stepsremains
secret. However, if a competitor is able to replicate the
process (without stealing your information), such as through
reverse engineering, they're free to do so at a ny time, and there
is usually little or nothing you can do about it . So the question
your business faces is : how vulnerable is your knowledge to
being replicated or discovered by others The answer will shape
the kind of IP protection you're likely to seek .
Misappropriation
Unlike patents and copyrights that are governed by federal law,
trade secret protection derives primarily from state law . The
origins of trade secret doctrine date all the way back to a
Massachusetts Supreme Judicial Court decision in 1868, and
while numerous courts (including federal courts) have weighed
in on specific aspects of trade secret law ever since, no federal
civil legislation has ever tackled trade secrets directly . Instead,
trade secret laws have been enacted on a state-by-state basis .
Minnesota was the first state to adopt the Uniform Trade Secret
Act (UTSA) in 1980, and more than forty other states have since
followed suit . The UTSA was adopted in the wake of an
increasing reliance by businesses on trade secret protection and
a desire to codify common law trade secret principles .
Distilled to its essence, under the UTSA and most state
interpretations, the existence of a trade secret is established
using a two-fold test . First, you must have knowledge or
information that derives independent economic value from not
being generally known or readily ascertainable . Second, you
must have taken reasonable efforts to maintain the secrecy of
the knowledge or information . In that circumstance, the llTSA
provides protection by prohibiting the "misappropriation" of
trade secrets and providing various remedies, including
injunctive relief and damages .
"Misappropriation" covers both obtaining trade secrets through
improper means and disclosing or using them without consent .
The UTSA also casts a broad net to include not only actual
misappropriation (where the theft or disclosure has actually
occurred), but also "threatened" misappropriation (which some
courts have held to include events such as a key employee
bolting to a competitor and putting a trade secret at serious risk
of disclosure) .
What kinds of actions or circumstances create the greatest risk
for trade secret owners Consider the following :
One of your employees or independent contractors who has
knowledge of your trade secrets leaves to join one of your
competitors
One of your suppliers or distributors also works for a key
competitor
One of your licensees, customers, business partners, or
employees decides to start a competing business
You disclose your confidential information to a prospective
business partner, and the deal fails through
This is not an exhaustive list, just a sample of the many ways in
which day-to-day business dealings put your trade secrets at
risk of misappropriation
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 25 of 29
Extend the security procedures to computer systems . Obviously,
trade secrets stored in electronic format are particularly
susceptible to theft . The entire subject of information systems
security may warrant a thorough review by the organization, to
minimize the possibility of external "hacking" or internal security
breaches. The same care regarding access and labeling that is
extended to physical space or documentation, should extend to
computer systems where trade secrets are stored .
Be mindful of third parties . If business associates, prospective
customers, or members of the public have access to facilities in
which trade secrets are stored or used, take particular care to
avoid inadvertent disclosure . This might include accidents
(where documents are left carelessly in open view) or even
deliberate but unintentional disclosures (such as tour guides or
other employees who inform visitors about the project or
process within the facility) .
Screen speeches and publications where appropriate . Trade
secrets often wind up being disclosed unintentionally at trade
shows or in magazine articles, publications, press releases, or
speeches . Engineers, marketing executives, mid-level managers,
and others may exchange ideas with colleagues or share
information publicly because they are unaware of its sensitivity .
Put it in writing . Consider keeping a written statement of your
trade secret security policy . This provides two advantages . Fir st,
" unwritten rules" may wind up being laxly or inconsistently
enforced within the organization . Second, documented trade
secret pol icies provide evidence in court of the seriousness of
the company 's efforts to protect its secrets .
Let your employees know . A proper trade secret protection plan
should make employees aware of the confidentiality of certain
information and, where appropriate, periodically remind them of
thei r obligations to keep that information secure . This would
include hav ing employees counter-sign wr itten confidentiali ty
agreements. In addition, companies should consider conducting
"exit interviews " with departing employees that i nclude a written
reminder of their ongoing responsibility to keep trade secret
information secure .
Restrict access . "Sorry, that information is on a need-to-know
basis." Where appropriate, keep trade secret information
physically separate from nonproprietary information, and restrict
access only to those who genuinely require it . Depending on the
nature of the intellectual property, this segregation may be as
simple as keeping information in a separate filing cabinet, or it
may necessitate building an entirely separate and secure facility .
Implement physical security. Consider providing additional
security for the information through locked doors, gates, and
cabinets. Again, the level of physical security will vary depending
on the nature of the information and how the information is used
in the business operations .
Consider labeling trade secret documentation . It can be very
easy to reproduce, scan, and distribute documents today . Not
only should documentation related to trade secret information be
treated with special care, but in appropriate circumstances, it
may be prudent to label trade secret documents as "SECRET" or
"CONFIDENTIAL ." A company may also want to educate its
employees who have access to such documents about their
status, including the sensitivity of and destruction of trade secret
documents .
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 26 of 29
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1 2 3 next page last page
One tool for reducing this risk is implementing a policy of prescreening
all public communications .
Protect yourself with contracts . The nature of many businesses
may require a company to disclose its trade secrets to potential
buyers, licensees, joint venture partners, or other outsiders .
When engaging in these kinds of third-party transactions,
consider monitoring the flow of information carefully and
documenting the nature of the trade secrets exposed and the
specific limited use to which they may be put . This may include
specific confidentiality agreements with the third parties.
When properly identified and secured, trade secrets can often be
the most powerful of the various forms of intellectual property
protection, given the indefinite lifespan they can offer . Trade
secret owners can also obtain swift and dramatic relief in court if
they act quickly and have taken care along the way to document
and follow their trade secret protection plan . But trade secrets
are, by their very nature, fragile . A secret only has value to the
extent you can keep it a secret .
And in case you wondered who wrote this it is our pal Ms . Kerry
L Bundy the 33 yr old ski bunny from Mn .
Case 1:06-cv-02116-CC Document 1-1 Filed 09/05/2006 Page 27 of 29
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EXHIBIT E
Certificate of Registration
DO NOT WIMTE ABOVE THIS LMIl. IF YOU NEED MORE SPACE,US ! A SEPARATE CWrM)ATION Sam.
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Target AP Directives
PATEMI D NATION 4P FIRS!' TUOLIGTION OF THISPARTICULAR WORK
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10:31 AM - add eprops - add comments - email it
Friday, October 06, 2006
Don't forget to look at these sites!
In addition to the long blog post you can find info on the Sept 5th 06 Target copyright suit at:
www.targetfiling.blogspot.com
A seperate site with similar info at:
www.targetstoressuck.blogspot.com
and another site just for the heck of it:
www.kelseysigurdur.blogspot.com
Xanga
Type your first post here, then click "Submit" to publish it to your Xanga Site
12:01 PM - add eprops - add comments - email it
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Firefox is a free, open source web browser that's way better than Internet Explorer. Home » Blogs » my blog
Target Stores Suck!
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Target Stores Suck
FYI: Articles/info/misc postings about Target and Wal-Mart.
Friday, September 30, 2006
Suit: Blogger posted Target trade secrets
This article has relevance to the Directives, but if you want to skip it just scroll down to get to the Directives.
======================================================
Atlanta Business Chronicle
Friday 9-15-06
By Justin Rubner, Staff Writer
Suit: Blogger posted Target trade secrets
Target Corp. is on the hunt for a feisty blogger who has allegedly posted the retail giant’s secrets on the Internet.
The Minneapolis-based company is suing the unidentified “John Doe”, who is believed to live in Georgia, in Federal Court for posting Target’s anti-theft procedures on Web sites and various retail employee forums on the Internet in July.
The information is used to secure Target’s merchandise from shoplifters and other wrongdoers. Target says in a court filing it is provided to employees on a “need-to-know” basis.
To find out who the “John Doe” is, Target is seeking the help of AOL, Yahoo!Inc. and Microsoft Corp. It’s unclear whether these companies will comply, though.
The lawsuit, filed Sept. 5th in Federal Court in Atlanta, follows a two and a half month campaign that included efforts to get the multiple postings deleted from various message boards.
It also follows the publishing of Wal-Mart Stores Inc.’s recent theft-prevention policy change, leaked to the New York Times in July, which said shoplifters would no longer be charged for stealing less than $25 in goods.
Shoplifting is a $10 billion to $13 billion a year nightmare for U.S. retailers, according to California-based retail security expert Chris McGoey, also known as the “Crime Doctor”. Even though stores such as Target and Wal-Mart rack in tens of billions of dollars of sales annually, shoplifting can account for up to 3 percent of those sales every year, he says.
“That’s profit they should have gained,” said McGoey, who advises almost every national retail chain in the country.
Target operates more than 1,400 stores, including 45 in Georgia.
Target’s lawsuit illustrates the lengths to which companies will go to protect secret information from reaching the masses, said Jason Bernstein, an Atlanta-based intellectual property attorney at Powell Goldstein LLP. He says Target is trying to send a clear message to rogue posters that the publishing of trade secrets is something the company will not stand for.
“It’s demonstrating to me an incredible awareness these companies have of the importance of their trade secrets and confidential info because they rely on them to increase sales and prevent theft,” Bernstein said. “Companies like Target, they’re also trying to send a statement to the industry. They’re probably very upset over this.”
In the lawsuit, Target claims the postings have already led to losses and that they provide “potential wrongdoers with the blueprint for circumventing Target’s security procedures.” The policy which Atlanta Business Chronicle obtained at targetunion.org, outlines in detail various rules, such as mandating that all thefts above $20 must be referred for prosecution and barring anyone from photographing employees who have been caught shoplifting.
If Target does ID the blogger, and he or she still refuses to cease the postings, the company faces some sticky issues, a First Amendment and intellectual property expert says.
For one, it is not known whether the poster ever signed a confidentiality decree. If the John Doe didn’t, then Target would have to prove the poster knew the policy was confidential, said David Bodney, a First Amendment and media rights lawyer with Phoenix-based Steptoe & Johnson LLP. Bodney, also a lecturer at Arizona State University, adds that Target would have to prove the postings had no legitimate purpose other than to malign. “It’s an uphill battle, he said.
However, he also points out that free speech is not absolute, especially if a judge decides – as Target claims – that the policy is a court-protected company secret.
“It’s a disappointing reality that our constitutional liberties are conditional,” Bodney said.
According the suit, the poster obtained the 30-plus-page policy from a terminated Target theft prevention employee in Wisconsin. That employee allegedly e-mailed the policy to the John Doe and only knew the poster through his association with the anti-Target Web sites.
In July, just days after the employee posted the policy on targetunion.org, the suit says Target contacted the employee and demanded he delete it from the site and his computer. He allegedly obliged, but the John Doe never did – despite the fact that Target contacted the poster’s various e-mail accounts and posted messages on popular anti-Target Web sites demanding the practice to stop.
In response to one of Target’s postings, the blogger – who used screen names such as “Target Sucks” – allegedly wrote online “I didn’t sign any confidentiality agreement with them and really don’t give a rat’s ass if they like it or not.” The poster also warned others on targetunion.org that Target law firm Faegre & Benson was monitoring the site, and published attorney Kerry Bundy’s e-mail address and phone number. In response, another poster wished “a million scrounger” on the law firm. A scrunge is a parasitic alien on Nintendo video games.
An e-expert was hard pressed to predict which side has the upper hand. Eugene Volokh, a University of California law professor who specializes in free speech issues, compares the case to four others: three involving Apple Computer Inc., and one involving Fort Motor Co. Apple has had mixed luck with its ongoing war against leakers in recent years. And Ford in 1999, lost a lawsuit regarding a blogger who posted corporate documents showing some negative information about the company’s vehicles. The site, blueovalnews.com, still exists today.
Sidebar:
Protecting secrets or targeting free speech?
Target Corp. is suing a blogger for posting a secret theft-prevention policy online.
* The unknown poster is believed to live in Georgia
* Target is asking AOL, Yahoo! And Microsoft for help in locating the poster
* The policy has been posted on several sites, including retail-worker.com and targetunion.org
Source: Complaint No 1:06-CV-2116 filed in U.S. District Court in Atlanta.
# posted by Target Stores Suck @ 1:31 PM 0 comments
Wednesday, September 06, 2006
Super Target
# posted by Target Stores Suck @ 7:13 PM 0 comments
Friday, September 01, 2006
Feel the need to 'belong' - Sign up for another site!
Join Target AP Directives 2006
MSN Groups
# posted by Target Stores Suck @ 11:58 PM 0 comments
Target Stores AP Directives for 2006
AP Directives
Revision: 01-2006 Effective: 02-22-2006
PREFACE
A. Directives
Assets Protection (AP) Directives are the basic guidelines by which we conduct our business. As an AP team member, you are expected to follow the Assets Protection Directives at all times. Violation of any Directive shall be handled according to the applicable coaching and corrective action policy (see Corporate Policies - Counseling and Corrective Action).
Directives are to be followed by all team members and if you are instructed to violate a Directive you must immediately notify your supervisor. If the order involves your supervisor, notify the next level AP team member.
The Directives are in addition to, and not intended to supersede any company policies and procedures. The Directives are not contracts, expressed or implied. Following the Directives does not guarantee continued employment by Target.
NOTE:If you become involved in situations that are not covered by a Directive, you are expected to act in Target’s best interests and in a manner that avoids liability.
B. Note, Caution, Warning Statements
Note, Warning and Caution statements are used within the Directives to emphasize important and critical information. AP team members must read these statements to help ensure their safety and the safety of other team members and guests.
1. Note - A Note is a statement used to notify people of information that is important, but
not hazard related.
2. Caution - A Caution indicates a potentially hazardous situation that, if not avoided,
could result in minor or moderate injuries.
3. Warning - A Warning indicates a potentially hazardous situation that, if not avoided,
could result in death or serious injury.
C. Revision Number/Effective Dates/Highlighted Text
Each directive shall be noted with a Revision Number, the Effective Date of the revision and Change bars.
1. Revision Number - Directive revisions will be sequential indicating the number and year
of the revision (example: 01-2006 = the first revision in 2006, 02-2006 = the second
revision in 2006, etc.).
2. Effective Date - All Directives shall include the date the revision becomes effective.
3. Highlighted Text - Highlighted text (red font) is used to indicate changes within the
current revision . This allows for easier review so the user can identify areas that have
been modified.
AP GENERAL POLICIES
Revision: 01-2006 Effective: 02-22-2006
A. Confidentiality
AP incidents and cases contain sensitive material that must be treated as confidential. In addition, all AP team members must adhere to the following rules regarding confidentiality:
1. All information regarding investigations is considered confidential and shall not be
discussed with persons not involved with the investigation.
2. Information received from law enforcement is considered confidential and may not be
discussed with persons not involved with the investigation.
3. Information received from background screening, drug screening, previous employers,
proprietary systems, team members’ files and other similar information is considered
confidential and is not to be discussed with any persons not involved in the investigation.
Requests for this information by law enforcement shall be referred to the manager or
District Assets Protection Leader (DAPTL)/Distribution Group Assets Protection Leader
(Distribution GAPTL).
B. Information Security
AP team members are required to ensure the security of Target’s confidential information by using that information appropriately and safeguarding it. All Information that Target creates, stores, transmits, or uses in conducting its business is the exclusive property of Target.
1. Computers/Laptops/PDAs/Treos - Target computers contain sensitive information and steps must be taken to ensure the protection of that information at all times.
a. Passwords - Never share passwords with other people, your password shall be
used for your access only.
b. Computer Access - Ensure access to your computer is locked when leaving it
unattended.
c. Do not leave laptops/PDAs and Treos in exposed areas when traveling
(examples:In a car, hotel room, in checked luggage, etc.).
Target’s Information Security Policy can be found online at TGT under the Company & Culture tab.
C. Knowledge of Wrongdoing
AP team members will immediately bring to the attention of the appropriate Target team member (supervisor, next level supervisor, Human Resources, Integrity Hotline, etc.) knowledge of any:
1. Theft of any Target assets.
2. Falsification of Apprehension/Recovery reports.
3. Deviation from approved apprehension procedures.
4. Failure to report a Non-Productive Incident (NPI).
5. Detrimental conduct in violation of company polices, including but not limited to:
a. Possession or use of alcohol on company property.
b. Possession or use of a controlled substance on company property.
c. Possession or use of a weapon on company property.
6. Harassment.
D. Crimes Against Property/Persons
AP members must report any crimes against person and crimes against property occurring on Target property.
NOTE: This Directive does NOT apply to merchandise vadalism cases. Loss to Target property (including merchandise) is reportable via the Property Loss Program.
1. Documentation - The following documentation shall be required following any crime against a person or property:
a. Enter all cases into Common Incident Reporting System (CIRS) within 24 hours
of the incident, documenting the type of incident, parties involved and any actions
taken by AP and/or Target.
b. Obtain witness statements from all team members who were witness to the
incident.
c. Request copies of any police/mall security reports and retain in the case file.
d. Complete a post Serious Incident Report/NPI Follow-up Report when requested.
Return one copy to HQ and retain a second copy in the case file.
2. Notification
a. Notify the DAPTL/Distribution GAPTL of all crimes against persons and any
recurring crimes against property (i.e. patterns of car theft/vandalism).
b. Notify the STL in all cases of property loss. It shall be the STL’s responsibility to
ensure the appropriate Property Loss Reports are completed.
c. Notify the Guest Reporting Center.
d. Call Alert One (see Emergency Procedures Flip chart).
E. Minimum Age for AP Team Members
All AP team members must be at least 18 years of age at the time they are hired.
F. Conflict of Interest
Target AP team members may have full or part-time employment elsewhere, unless that employment would result in a conflict of interest as defined by Target’s Business Ethics - Code of Conduct and/or any additional items listed in this section.
AP team members shall be aware of the contents of the Business Conduct Guide and the provisions of the Guide with respect to Conflict of Interest, including Target’s policy on vendor gifts and other potential conflicts.
1. Existing Conflict
a. A Conflict of Interest exists when one (1) or more of the following apply:
1. An AP team member is employed by another business that competes
with Target or in a security position with another retailer that involves
apprehending shoplifters or dishonest team members
2. An AP team member’s other employment interferes with the ability to
perform essential functions of the job at Target.
3. An AP team member’s other employment conflicts with scheduling or court
commitments.
4. An AP team member’s other employment is a paid, sworn law enforcement
position where a team member is employed by a government entity (sheriff,
deputy sheriff, peace officer, etc.) in any community (due to the nature of
the work responsibilities).
5. An AP team member’s other employment is with a company with which
Target does business, if interaction with Target would be required or could
occur.
2. AP Team Members working in Non-AP Roles - Due to the unique responsibilities
associated with Assets Protection, AP team members are NOT permitted to work in
Non-AP positions within the same store.
NOTE: AP team members may work additional hours in a Non-AP position at an alternate store or Distribution Center (DC).
G. Court Testimony Payments
1. In some jurisdictions, AP team members may receive a fee from the court for appearing
as a witness on behalf of the State, County or City for cases stemming from or related
to their employment as Target team members.
2. Any witness fee checks shall be turned over to the Executive Team Leader - Assets
Protection (ETL-AP) or Assets Protection Group Leader (APGL) for deposit into the
appropriate account used to off-set business expenses. The DAPTL or Distribution
GAPTL shall provide the ETL-AP/APGL with the appropriate account information.
3. The ETL-AP shall partner with HR regarding payroll related questions for team
members and former team members testifying on behalf of Target.
H. Team Member Package/Locker Checks
Target reserves the right to monitor or inspect work areas or items that team members bring to work, like coats, purses, backpacks, bags or packages. Target also reserves the right to monitor or conduct inspections of work areas and/or personal property at any time.
This section outlines procedures for conducting team member package/locker checks.
1. Team member package/locker checks shall be conducted by an AP team member,
the Leader on Duty or contracted guards (at DCs).
2. Each store/DC shall have a designated location for team members and partner business
team members to secure packages while the team members are working.
3. Package checks of team members/partner business team members shall be performed
at the door as the team member exits after their scheduled shift.
4. A witness (example Leader on Duty, another AP team member, etc.) must be present
when conducting team member package/locker checks.
5. All vendor packages shall be checked at the service desk.
6. Team members shall not be allowed to keep any purchases or personal packages in
their work area or adjacent stockroom.
7. All team members/partner business team members must have the original sales receipt
in the package/shopping bag.
APPREHENSION GUIDELINES
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section lists the steps that MUST be followed in order for an AP team member to make a shoplifting apprehension. All steps must be observed, unless otherwise noted, and a detailed description of each step documented in the CIRS case narrative.
B. Certification
Only certified AP team members are authorized to apprehend or assist in the apprehension of shoplifters. Certification is received upon the completion of the following AP Academy courses:
1. Nonviolent Crisis Intervention R - must be completed within 30 days of hire date.
2. Position's Basic Training Courses
3. External Apprehension Certification
C. Five Steps for Apprehension
Certified AP team members must observe all five steps prior to making a shoplifter apprehension.
NOTE: If local law enforcement takes independent action and makes an apprehension before all five steps are met, the details must be documented in the CIRS report.
1. Initiation of Observation - The subject must enter the store/area without possession of Target merchandise.
2. Selection - The subject must be observed selecting Target merchandise from the display location.
3. Concealment - The subject must be observed concealing the merchandise, or the AP team member must have NO reasonable doubt based on observations that the merchandise has been concealed by the subject.
NOTE: If the merchandise is not actually concealed, it must be exposed as the subject exits or attempts to exit the store.
4. Maintain Observation - The AP team member must maintain sufficient surveillance of the subject in order to know the location of the merchandise and ensure the subject does not discard the merchandise.
NOTE: A Productive Merchandise Recovery (PMR) shall be attempted if surveillance is broken for any reason, or the AP team member can not maintain sufficient surveillance. (See PMR Directive).
5. Failure to Pay for Merchandise/Exiting the Store -AP team member(s) must observe the subject attempt to exit the store without paying for the merchandise.
NOTE: Some jurisdictions allow variances from the exiting requirement to allow apprehensions of concealed merchandise before an individual reaches the building’s exit. In these cases, the requirements must be documented and approved by the Director or Vice President of Assets Protection using the “Variance from Exiting Form” (found on the AP Zone).
SAFENESS - SUBJECT WITH A WEAPON
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
The safety of Target team members and guests is our highest priority. Exercising appropriate caution in the process of making an apprehension is critical.
B. Subject with a Weapon
1. Weapon - A weapon is defined as any object that could potentially be used against a
team member or guest. Weapons include, but are not limited to, box cutters, knives,
scissors, screw drivers, hand guns, stun guns, chemical agents and clubs.
2. If a weapon is used or displayed, or if any AP team member has reason to believe a
subject is in possession of a weapon during any of the five apprehension steps:
a. Back away and do not attempt to make an apprehension.
WARNING: Do not put another team member at risk by requesting the subject be “Guest Serviced”.
CAUTION: If subject is observed cutting merchandise with an unknown object, treat that object as a weapon and follow steps listed in 2. above.
b. Contact law enforcement and advise:
1. Your name and title,
2. Your phone number,
3. Store location / address,
4. Description and location of the subject, and
5. Type of weapon being used by the subject.
NOTE: If law enforcement cannot respond, allow the subject to leave the store and document the subject’s description,subject’s vehicle description and any merchandise taken from the store, and document the case in CIRS as a Known Theft Report (KTR).
c. Return to the AP office and maintain surveillance of the subject via Closed
Circuit Television (CCTV).
d. Document the case in CIRS using the steps outlined in the Documentation
section:
1. If law enforcement makes an apprehension, document the case as
a merchandise theft.
2. If law enforcement is not available, allow the subject to leave and
document the case in CIRS as a KTR.
3. If you are confronted or threatened by a subject armed with a weapon:
a. Immediately attempt to disengage from the subject.
b. Allow the subject to exit the store.
c. If necessary, use the verbal de-escalation skills taught in
Nonviolent Crisis Intervention R training.
d. Contact law enforcement, your DAPTL and Alert One
1. Any incident that results in a serious injury to a team member, guest or
detained subject must be communicated to Alert One immediately and
reported electronically by the LOD.
e. Document the case appropriately in CIRS (threat or assault) using the steps
outlined in the Documentation section.
NOTE: Following any altercation, the AP team member(s) involved shall review the occurrence with their supervisor and the ETL-HR for safeness and procedural compliance and to determine if any further training is required.
C. Use of Weapons, Chemicals or Body Armor by a Team Member
1. Weapons - AP team members are prohibited from possessing or using any type of
weapon while on company property.
a. Team members are prohibited from using any type of AP/Target equipment
(radio, handcuffs, etc.) as a weapon.
b. Team members are prohibited from possessing or using saps, nightsticks,
billy clubs, blue jacks or other similar devices on company property, which
includes the parking lot, at any time, whether on or off duty.
2. Chemicals - AP team members are prohibited form possessing or using chemical
protection devices, other than for personal protection to and from work. (Examples: Mace,
pepper spray. etc.)
NOTE: All chemical protection devices must be secured in a Non-Assets Protection area during the team member’s work shift.
3. Body Armor - AP team members are prohibited from wearing bulletproof vests or other body armor equipment while on duty.
NOTE: Contracted guard services working on company premises may carry defensive weapons or a firearm only as authorized by the Director/Vice President of Assets Protection.
SAFENESS - REASONABLE FORCE / PHYSICAL ALTERCATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Reasonable Force
1. Reasonable Force is defined as the least amount of physical force necessary to make an apprehension, while ensuring the safety of bystanders and yourself. When making an apprehension, Reasonable Force may be used to protect AP / Target team members and guests (bystanders).
2. If an AP team member believes a subject poses a physical threat, handcuffing guidelines (outlined in the Handcuff Directive) shall be followed and law enforcement contacted immediately.
B. Physical Altercation
If an altercation occurs:
1. Immediately attempt to disengage from the subject.
2. Allow the subject to exit the store.
3. If necessary use Nonviolent Crisis Intervention R training.
4. Contact law enforcement and Alert One.
a. Any incident that results in a serious injury to a team member, guest or detained subject must be communicated to Alert One immediately and a Guest Service Report filed.
5. Communicate the incident to the Store Team Leader (STL) and/or Leader on Duty, your DAPTL and HR as soon as possible.
6. Document the case appropriately in CIRS (threat or assault) using the steps outlined in the Documentation section.
NOTE: Following any altercation, the AP team member(s) involved shall review the occurrence with their supervisor and the ETL-HR for safeness and procedural compliance and to determine if any further training is required.
SURVEILLANCE
Revision: 01-2006 Effective: 02-22-2006
A. General Guidelines
1. Surveillance conducted by AP team members of any individual shall be based only on the actions and behaviors of the individual.
2. Surveillance shall not be based on individual characteristics such as age, gender, race, sexual orientation, disability, national origin, religion, etc.
B. Certification
Only certified AP team members are authorized to conduct physical and/or CCTV surveillance. Certification is received upon the completion of the CCTV training outlined in the AP Academy Basic Training.
C. Surveillance Equipment
Surveillance equipment is defined as any audio or video equipment that assists in the monitoring and/or recording of an individual’s actions or words.
1. Surveillance equipment is the property of Target and shall ONLY be used by AP team members for approved company use. Improper use of equipment (example: using cameras to follow guests or team members for non-AP reasons) is prohibited, any AP team member caught using surveillance equipment in an inappropriate manner is subject to applicable coaching and corrective action.
2. Requests to use surveillance equipment for business purposes other than AP-related investigations must be approved by the DAPTL / Distribution GAPTL.
3. The store ETL-AP/APGL is responsible for all surveillance equipment including the proper use, location and maintenance of all equipment.
4. Video Footage - All video footage captured in by AP surveillance equipment is property of Target and shall only be used for evidentiary purposes. Any misuse, misrepresentation or manipulation of video footage by any team member is subject to applicable coaching and corrective action.
NOTE: AP surveillance is confidential and access to view the video shall only be granted to individuals with proper approval. AP team members shall partner with DAPTL (external cases) and DAPTL and HR (internal cases) prior to allowing anyone other than AP team members working on the investigation or law enforcement to view AP video.
a. Old videotapes that are no longer usable shall be destroyed by cutting the tape and removing the ribbon.
5. Public View Monitors
a. Recording of all Public View (and Exit View where applicable) monitors is required 24 hours a day, 7 days a week for digital and non-digital stores.
b. Public/Exit View images shall be retained for a minimum of 31 days for all stores.
6. Fitting Rooms / Restrooms - Target does not allow the use of surveillance equipment in or over fitting rooms or restrooms, or allow surveillance equipment to be positioned in such a way to provide the opportunity to monitor fitting rooms or restrooms.
7. Executive’s / Supervisor’s Office - Audio or video equipment may not be placed in or over an executive’s or supervisor’s office without prior approval from the Director / Vice President of Assets Protection and HR.
8. Tape Recorders - Tape recorders and other listening devices shall not be used by store based AP team members. Recorders may be used by Investigations team members, procedures are outlined in the Investigations Directives.
D. Critical vs. Non-Critical Equipment
AP surveillance equipment is divided into two categories, critical and non-critical. The ETL-AP/APGL shall be responsible for ensuring all equipment is properly maintained and repaired according to the requirements/time lines listed below:
1. Critical Equipment is defined as devices which impact safeness strategies.
a. Critical equipment includes:
1. Exterior cameras, including Pan, Tilt and Zoom (PTZ) and fixed cameras used for parking lot surveillance.
2. Entrance/exit cameras, including trucker’s door, team member entrance (where applicable) and front entrance public view monitors.
3. Other public view monitors including fitting rooms, guest service and where applicable Garden Centers.
4. AP Booking room camera, Cash Office camera, Front Lane and Guest Service Desk camera.
b. Critical equipment must be repaired within 48 hours of the reported breakdown.
c. Any breakdown of critical equipment must be reported to the DAPTL immediately.
2. Non-Critical equipment is defined as all other AP surveillance equipment.
a. Non-critical equipment must be repaired within 72 hours of the reported breakdown.
3. The DAPTL/Distribution GAPTL must be notified immediately if timing for repairs of critical or non-critical equipment exceed the time limits listed above.
E. Off-site Surveillance
AP stores team members are not authorized to conduct off-site (outside of Target property) surveillance. Off-site surveillance may only be conducted by a certified Investigations team member, pursuant to Investigations Directives.
PRODUCTIVE MERCHANDISE RECOVERIES (PMRS)
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
In situations where not all five apprehension steps can be observed, and it is safe to do so, the AP team member(s) shall attempt a Productive Merchandise Recovery.
If the AP team member is able to recover the merchandise, the incident shall be documented in CIRS as a PMR - Productive Merchandise Recovery. If the AP team member is unable to recover the merchandise, the incident shall be documented in CIRS as a KTR - Known Theft Report.
WARNING: A PMR shall not be attempted if the subject is in possession, or believed to be in possession, of a weapon. In these cases the AP team member shall ensure the subject is captured on video and shall attempt to get vehicle information (make, model, license plate number) as the subject exits the store.
1. During a PMR an AP team member may:
a. Contact another non-AP team member, wearing red and khaki, to initiate guest service without reveal the reason for the request.
b. Make themselves visible to the guest as a deterrent.
c. Contact a Sales team member or research in store registers to determine if an item was purchased.
d. Ask an uniformed AP team member (TPS or ETL-AP) to stand by the exit doors to act as a deterrent.
2. During a PMR an AP team member may NOT:
a. Initiate a PMR, ask another team member to initiate a PMR or ask a non-AP team member to guest service the subject if they believe the subject is in possession of a weapon.
b. Touch an individual or anything they are carrying.
c. Ask for merchandise or make accusations of theft of merchandise.
d. Ask another team member to accuse, remove merchandise or make inappropriate gestures to the individual.
3. If the guest initiates interaction with an AP team member:
a. Verbally identify yourself as Assets Protection, but do not show identification.
b. If the guest pursues the conversation, refer the guest to store management for resolution.
4. All PMRs shall be entered into CIRS using the steps outlined in the Documentation section.
TARGET PROTECTION SPECIALIST (TPS) MERCHANDISE RECOVERIES
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Uniformed TPS team members may conduct receipt checks and EAS responses at Target store exits when a guest is departing the store with high dollar / high theft exposed merchandise (receipt checks) or when an EAS alarm sounds as the guest exits the building.
B. During a TPS Merchandise Receipt Check
1. The Uniformed TPS may:
a. Check receipts for high dollar / high theft exposed merchandise.
2. The Uniformed TPS may NOT:
a. Check bagged items to determine whether or not something has been concealed or paid for.
b. Create an EAS Alarm in order to check the purchases or bags of a guest or team member. Creating an alarm includes but is not limited to:
1. Turning the system off and back on to cause an audible signal when a guest/team member walks through the pedestals.
2. Affixing or placing a live EAS tag onto or onto a purchase by a guest/team member.
3. An AP team member walking through a pedestal with an EAS tag at the same time a guest or team member is exiting the store.
4. Any other manipulation of the EAS system to cause an alarm.
3. Whenever possible, TPS receipt checks shall take place inside the building.
4. If a guest becomes uncooperative during a receipt check:
a. Apologize and allow the guest to leave with the merchandise.
b. Get a description of the guest and vehicle and document in the CIRS report.
NOTE: TPS Merchandise Receipts checks are only to be conducted by uniformed TPS team members. APS team members may not conduct merchandise receipt checks. If a uniformed TPS is not available, the LOD, GSTL or ETL-AP shall follow the outlined procedures; other team members are not permitted to conduct receipt checks.
C. Documenting TPS Merchandise Recoveries
The following procedures shall be followed by the TPS when documenting any TPS recovery or attempted TPS recovery.
1. Each TPS Recovery must be documented in CIRS.
a. Cases shall be identified as “Other” / “TPS Merch Recovery”.
b. Note the time, date and location of the recovery (example: 11:03 am, November 27, Green exit).
c. List all merchandise recovered.
d. Do not add multiple recoveries to the same report; each TPS recovery shall be entered as a single incident with a unique CIRS case number.
NOTE: CIRS reports may be called upon if a case goes to criminal or civil trial and therefore are incident specific and shall only contain a single incident.
D. EAS Alarm Response
If an EAS alarm sounds, the uniformed TPS shall follow the procedures outlined below. If a uniformed TPS is not available, the LOD, GSTL or ETL-AP shall follow the outlined procedures; other team members are not permitted to respond to EAS alarms.
1. Guests with visible purchases:
a. Approach guest and conduct merchandise receipt check to verify purchases and deactivation of EAS tags.
1. If you find the item on the receipt, deactivate the item and allow the guest to leave.
2. If the item is not on the receipt, ask the guest if they would like to purchase the item.
3. If the guest does not have, or cannot find a receipt, ask the guest which cashier rang up their purchase and verify with the cashier. If the purchase cannot be verified, contact another AP team member for assistance.
4. Searches of a subject’s personal possessions (example: purse) for evidence (merchandise) is not allowed unless the subject initiates the search or requests an AP team member to inspect their possessions.
NOTE: If the guest becomes uncooperative, allow the guest to leave. Obtain a description of the guest and guest’s vehicle and enter it in CIRS.
2. Guest with NO visible purchases:
a. Approach guest and conduct merchandise receipt check to verify purchases and deactivation of EAS tags.
1. If the guest does not have any purchases, ask if they have an electronic key - if so ask to see it.
2. Ask if guest has merchandise from another store - if so ask if they would like it deactivated.
3. If the guest does not have merchandise or an electronic key, allow them to leave the store.
4. If guest shows you Target merchandise that has not been paid for, ask if they would like to purchase the merchandise and allow them to purchase the item(s). If the guest refuses to purchase the item, ask for the merchandise back.
5. Searches of a subject’s personal possessions (example: purse) for evidence (merchandise) is not allowed unless the subject initiates the search or requests an AP team member to inspect their possessions.
NOTE: If the guest becomes uncooperative, allow the guest to leave. Obtain a description of the guest and guest’s vehicle and enter it in CIRS.
APPREHENSIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section covers directives outlining the different types of external apprehensions and the AP team member requirements for each type.
B. Closed Circuit Television (CCTV) Apprehensions
Certified AP team members may make shoplifting apprehensions utilizing CCTV provided each of the following guidelines are followed:
1. The five steps for apprehension have been observed and can be documented by an AP team member.
2. The incident, or any portion of the incident is captured/recorded using non-time lapsed Target CCTV with sufficient surveillance maintained by AP team member(s) to observe the five steps.
NOTE: When two or more AP team members are involved, one team member shall maintain camera surveillance while the second team member makes the apprehension on the floor. If only one AP team member is on duty and is required to discontinue camera surveillance and go to the selling floor, the AP team member can not make the apprehension because sufficient surveillance will have been lost. If appropriate, attempt a PMR.
3. All documentation steps shall be followed to preserve evidence, including retention of all applicable video.
C. Service Desk Apprehensions
Shoplifter apprehensions involving Service Desk transactions shall only be made in the following circumstances.
1. All five apprehension steps have been observed by AP team member.
2. If the subject interacts with the Service Desk, the interaction has nothing to do with the shoplifting apprehension. (Example: After the first four apprehension steps are observed, the subject approaches the Service Desk to ask a team member a question, not related to the shoplifted merchandise. Then the subject attempts to leave the store with the merchandise. AP team member apprehends as subject exits the store.)
3. Single incidents where the DAPTL is contacted for approval prior to making the apprehension. In these cases the following steps must be clearly documented in the CIRS report, in addition to standard requirements:
a. The AP team member must have public view video clearly showing the subject entering the store WITHOUT the merchandise and later approaching the Service Desk with the merchandise.
b. The time and date the DAPTL was contacted for approval.
c. All video footage of the incident including entry of store, selection and apprehension. All video must be retained with case file.
4. Incidents where a person or group of individuals have known theft activity in an area and where the DAPTL
has given prior permission to a SPECIFIC AP team member to make an apprehension. The incident must be
documented as follows:
a. The AP team member must have public view video clearly showing the subject entering the store WITHOUT the merchandise and later approaching the Service Desk with the merchandise.
b. The time and date the DAPTL was contacted for approval.
c. All video footage of the incident including entry of store, selection and apprehension. All video must be retained with case file.
NOTE: Under NO circumstances are AP team members allowed to contact Service Desk team members in order to influence the outcome of a transaction.
D. Restroom / Fitting Room Apprehensions
AP team members are not allowed to conduct surveillance or make apprehensions in restroom and/or fitting rooms.
1. AP team members are not allowed to follow subject’s into a restroom or fitting room to conduct surveillance.
2. AP team members shall not ask another team member to enter a fitting room or restroom to conduct surveillance.
E. Transactional Fraud Apprehensions
Transactional fraud is defined as “using transactional documents dishonestly to cause a loss to Target”. Transactional documents include; checks, credit cards, gift cards, merchandise vouchers and coupons.
Certified AP team members may make Transactional Fraud apprehensions only when ALL of the following conditions are met:
1. The AP team member has completed required training listed below:
a. Position's Basic Training Courses,
b. External Apprehension Certification and
c. Transactional Fraud Apprehension Training.
2. The AP team member has verified the transactional fraud.
3. The AP team member has pre-approval to make the transactional fraud apprehension from their Group Assets Protection Team Leader (GAPTL), DAPTL or Assets Protection Investigations Team Leader.
4. The pre-approval must include specific guidelines under which the apprehension shall be made, for example; the subject’s name, description and or account number, verification of the fraud from the account holder or bank or institution issues the transactional document.
NOTE: If the AP team member does not have pre-approval but observes behaviors that indicate an individual may be engaging in transactional fraud, the AP team member must contact one of the partners listed in 3. above and give details of the transaction in order to obtain approval prior to attempting apprehension.
F. Vendor/Partner Business Team Member Apprehensions
1. A Vendor team member is defined as: “A person who delivers a product or provides a service to Target. Vendor team members typically do not wear Red and Khaki. Vendor team members do not receive Point of Sale (POS) training or have access to the POS system.” These cases are coded in CIRS as "External" cases. (Examples of Vendor team members: product representatives such as Coke or Pepsi, etc.)
2. A Partner Business team member is defined as a person who works within the four walls of a Target store/DC, but is not employed by Target. These cases are coded in CIRS as "Internal" cases. (Examples of Partner Business Team Members: Optical team members, team members working in Life Touch Studios, Minute Clinic team members, janitorial service team members, etc.)
AP team members are responsible for knowing which Partner Business team members conduct business in their buildings. When investigating a Partner Business team member, it is important to determine who employs an individual and whether Target assets, the Partner Business assets or both are involved. If there is any doubt regarding who employees an individual, contact Human Resources.
3. Vendor/Partner Business team member apprehensions shall be made using the following guidelines:
a. When the five steps for apprehension have been met:
1. The matter shall be handled like an external shoplifting incident.
2. If the vendor/partner business team member is working at a Target store/DC during non-business hours the vendor team member
may be apprehended as they are exiting the store/DC at the end of their work shift.
3. The DAPTL/Distribution GAPTL shall be advised that a vendor/partner business apprehension has occurred.
b. In cases where the five steps for apprehension have not been met:
1. The DAPTL/Distribution GAPTL shall be contacted to discuss the extent of the investigation and determine the
appropriate course of action.
2. The DAPT/Distribution GAPTL will decide whether or not the vendor/partner business team member shall be interviewed
to determine the scope of the theft.
NOTE: All interviews of vendor/partner business team members shall be conducted by the ETL-AP/APGL or DAPTL/Distribution GAPTL.
4. Contacting the vendor/partner business team member’s employer:
a. All contact with employer of the vendor/partner business team member shall be handled or coordinated by the DAPTL/APGL.
b. The DAPTL/APGL may contact the vendor/partner business company to inform them of the team member apprehension.
c. The DAPTL/APGL will inform the vendor/partner business that the apprehended team member is no longer permitted to
provide service to ANY Target store/DC.
NOTE: Target will not request the vendor/partner business terminate any apprehended team member; the call is to only to inform the vendor/partner business that the particular team member is not allowed to return to provide service at a Target store/DC.
NOTE:Target will not participate in any decision by the Partner Business regarding the apprehended team member’s employment.
5. When investigating a cash loss, partner with your Centralized Sales Auditor for assistance with recovery opportunities.
HANDCUFF USE
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
AP team members who have successfully completed the Handcuff training shall be provided handcuffs to be used during an apprehension when a subject becomes violent or a danger to others.
B. Handcuff Use
1. AP team members may not carry or use handcuffs unless they have successfully completed the approved Target AP handcuff training program.
2. Handcuffs shall only be used in the following situations:
a. The subject being apprehended becomes violent,
b. The subject attempts to break away from the custody of the AP team member, or
c. There is reason to believe the subject may become violent or may pose a risk to the safety of AP team members, other Target team members or guests.
3. Handcuffs shall not be applied until the AP team member(s) is able to maintain reasonable control of the subject. If the AP team member(s) can not maintain control of the subject while handcuffing, the team member shall abort the apprehension.
4. The subject’s hands shall only be handcuffed behind them, and the handcuffs shall be double locked.
5. A subject shall not be handcuffed to another person or to any object (chair, car, etc.), except for handcuff bars in AP offices that are equipped with them.
6. A handcuffed subject shall never be left unattended.
7. Once a subject is handcuffed, the handcuffs shall only be removed in the presence of a law enforcement officer.
8. Handcuffs and handcuff keys are the property of Target and shall not be taken home by team members.
NON-PRODUCTIVE INCIDENTS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
A Non-Productive Incident (NPI) is defined as an apprehension that is initiated where no Target merchandise is recovered. This section outlines the steps that must be followed after any NPI.
B. NPIs Involving an Adult
The following outlines the steps that must be taken by AP team members after a NPI occurs:
1. Release the guest - Once it is determined that a guest suspected of shoplifting does not have merchandise, the guest must be released immediately. The AP team member(s) involved shall apologize to the guest for any inconvenience, and allow the guest to leave the store. If the guest requests to speak to a manager, refer the guest to the Leader on Duty (LOD).
2. Contact the DAPTL to inform that a NPI has occurred in the store.
3. Document the incident in CIRS as a NPI - Non-Productive Incident.
4. AP team member(s) involved must write out a chronological list of events identifying:
a. The five steps of apprehension observed (as applicable).
b. An attempt to identify where the subject may have discarded the merchandise and, if merchandise can be located, investigate how the AP team member did not observe the discard.
5. Partner with the ETL-AP/DAPTL and ETL-HR on corrective action.‘
6. Retain ALL video of the event as outlined in “Documentation Steps”
NOTE: Video of NPIs shall be retained with case files for a period of 7 years.
C. NPIs Involving a Juvenile
In cases involving a juvenile, all steps in B. above shall be followed. In addition, AP team members shall use good judgement when releasing a juvenile to ensure they may safely leave the premises (example: not allowing a juvenile to leave the store unescorted if the apprehension took place during daylight hours and it has since become dark). In these cases, the AP team member may choose to contact the juvenile’s parent or another responsible party.
SEARCHES OF PERSONS, PRIVATE RESIDENCES OR MOTOR VEHICLES
Revision: 01-2006 Effective: 02-22-2006
A. Searches of Persons
1. AP team members are not allowed to conduct physical searches of subjects. Physical searches may only be conducted by law enforcement.
2. Searches of a subject’s personal possessions (example: purse) for evidence (merchandise) is not allowed unless the subject initiates the search or requests an AP team member to inspect their possessions. CIRS narrative must be documented to indicate subject requested possessions to be searched by AP team member.
B. Searches of Private Residence or Motor Vehicles
1. AP team members will NOT participate in a search of a private residence or motor vehicle.
2. At the request of law enforcement, AP team members may provide assistance in identifying company merchandise.
a. GAPTL approval is required prior to AP team members assisting in any search assistance as outlined in B. 2. above.
b. If the assistance criteria listed above is met, the role of the AP team member is to only answer questions and/or verify Target merchandise.
PURSUIT OF SHOPLIFTERS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Shoplifter apprehensions are to be handled in a professional manner and as discreetly as possible. Safety of guests and team members always comes first.
1. Fleeing Shoplifter
a. If a shoplifter attempts to flee after being confronted, do not give chase in any manner (running, driving, etc.).
b. Store based AP team members shall not use any vehicle to follow or pursue a subject for any reason.
c. AP team members shall not encourage, condone, suggest or ask another Target team member or anyone else to chase a fleeing shoplifter.
2. Documentation
a. If a shoplifter flees, the AP team member shall document the incident in CIRS as a Known Theft Report using the steps outlined in the Documentation section of this manual.
LAW ENFORCEMENT REFERRAL GUIDELINES
Revision: 01-2006 Effective: 02-22-2006
A. General Referral Guidelines
1. The ETL-AP shall be responsible for partnering with local law enforcement / prosecutors office annually to determine the prosecution requirements for their jurisdiction and must have a completed Prosecutor’s Questionnaire on file in the Assets Protection office. The Prosecutor’s Questionnaire shall be updated annually to ensure the most current practices are being followed and a copy of the Questionnaire shall be kept in the local AP Office.
2. AP shall refer for prosecution all individuals apprehended for retail theft when the value of the merchandise is $20.00 or greater and the case meets local prosecution requirements.
NOTE: If a case meets/exceeds the $20.00 referral guideline, but is NOT referred, the reason for non-referral must be included in the CIRS narrative. (Example: Local jurisdiction limits require merchandise in excess of $75.00 in order for prosecution.)
3. A team member witness, of the same gender of the suspected shoplifter , must be present in the room at all times during the detention.
B. Juvenile Referral Guidelines
A juvenile is typically defined as an individual who is under the age of eighteen (18).
1. Juveniles apprehended for retail theft shall be referred for prosecution under the same guidelines as adults.
2. In addition to guidelines listed in A. above, the following referral procedures also apply to juvenile cases:
a. When a juvenile is referred for prosecution, a parent/guardian or responsible adult party shall be notified of the incident after responding authorities have arrived and taken custody of the juvenile.
b. AP team members shall make at least two (2) attempts to contact the parent or responsible party. If the juvenile’s parent/guardian cannot be contacted, the juvenile shall be turned over to the police. The CIRS report shall be noted with the time/date of attempted contact, phone number(s) called, and to whom the juvenile was released.
c. If law enforcement does not respond to requests for assistance, contact your DAPTL for guidance.
d. Apprehended juveniles shall not be photographed, unless required by local jurisdiction.
NOTE: Any juvenile NOT referred to authorities must have a parent/guardian or responsible adult party contacted immediately. If the parent or responsible party cannot be contacted within one half-hour (30 minutes) and after three attempts to reach them, contact law enforcement and release the juvenile to them. Document the number of attempted contacts, contact number and to whom the juvenile was released in the CIRS narrative.
C. Team Member Referral Guidelines
In addition to the General Referral Guidelines listed in A. above, the following guidelines apply to team members apprehended for shoplifting:
1. AP team members will refer for prosecution and seek restitution for loss from all team members apprehended for committing crimes that involve Target, a Partner Business or Vendor when the case meets local prosecution requirements.
2. Recommendations to refer for prosecution shall be made by the ETL-AP/APGL. The ETL-AP/APGL will also consult with HR regarding the recommendation to refer for prosecution to determine if there are any mitigating circumstances to be considered regarding the referral.
3. The DAPTL/Distribution GAPTL must approve the recommendation to refer a team member for prosecution. The DAPTL/Distribution GAPTL approval must be documented in the HR cover letter as follows:
a. “Approved for referral”,
b. Date DAPTL/Distribution GAPTL approved referral, and
c. DAPTL’s/Distribution GAPTL’s signature.
4. The decision to terminate a team member for shoplifting shall only be made by the appropriate HR team member.
NOTE: AP Director / Vice President approval shall be required for situations where Target has filed a police report and later requests to dismiss the criminal charges filed against the team member. Specific details shall be communicated through the GAPTL.
PHOTOGRAPHING OF APPREHENDED SHOPLIFTERS
Revision: 01-2006 Effective: 02-22-2006
A. Photographing Shoplifters
1. Adult shoplifters - AP shall photograph all adult shoplifters unless prohibited by local statutes or ordinances.
2. Team Member Shoplifters - AP will not photograph any team member apprehended for shoplifting during working or non-working hours.
3. Juvenile Shoplifters - AP will not photograph any juveniles apprehended for shoplifting, unless required by local statutes or ordinances.
B. Photograph Retention
1. All photographs shall be retained in the case file.
2. Under no circumstances will any photograph of an apprehended shoplifter be displayed in open view, on any office wall or in any other manner, or removed from Target property for personal use.
TRESPASS NOTICE
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Trespass statutes define what constitutes a trespass. State laws generally provide that remaining on private property without permission is trespassing. An individual is usually trespassing when refusing to leave our store/DC after we have asked them to leave, either orally or by trespass notice.
B. Situations Warranting a Trespass Notice
Trespass notices require the approval from the ETL-AP/APGTL or higher. The use of a trespass notice is appropriate in the following situations:
1. When a subject has been apprehended at any Target location on more than one occasion.
2. When a person apprehended is in possession of a weapon.
a. Follow procedures outline in Safeness Weapons Directive.
b. If a weapon is discovered while the subject is detained, the AP team member shall ensure the safety of all team members and guests first, and if possible, remove and secure the weapon and handcuff the subject. The AP team member shall then contact law enforcement to advise of situation involving a weapon.
CAUTION: If the subject produces a weapon in a threatening manner at any time, the AP team member(s) shall disengage and allow the subject to exit the store/DC. The AP team member shall attempt to get a description of the sub-ject’s vehicle, so long as doing it does not put anyone in danger, and enter descriptions of both the subject and the subject’s vehicle into the CIRS report.
3. When the person apprehended has vandalized property or merchandise.
4. Persons who exhibit lewd or lascivious behavior.
NOTE: If the AP team member(s) feel a trespass notice is warranted, but the incident does not meet the criteria listed above, the team member will partner with their DAPTL/Distribution GAPTL for approval prior to issuing the notice.
C. Issuing a Trespass Notice
1. Location - A trespass Notice shall apply only to the location where the subject was apprehended or the incident took place.
NOTE: A Trespass Notice can be issued for multiple locations with DAPTL/Distribution GAPTL approval. The Trespass Notice must indicate the specific store/DC locations and a specific reason for the multiple locations. The AP team member involved must document the CIRS report to indicate DAPTL/Distribution GAPTL approval and Trespass Notice locations.
2. All Trespass Notices must contain the following elements:
a. The date and time the notice was issued.
b. Name of the person to who the notice is being issued.
c. District or Region of the Target store/DC issuing the Trespass Notice
d. The specific store (or stores with DAPTL/Distribution GAPTL approval) from which the subject is being trespassed.
NOTE: AP team members are NOT authorized to ban subjects from all Target stores/DCs, or ban subjects for life. All multiple location notices must be approved by the DAPTL/Distribution GAPTL prior to issuing.
3. The completed Trespass notice shall be given to the apprehended subject and a copy of the notice retained in the case file.
4. Document the CIRS report to indicate a Trespass Notice was issued.
NOTE: A copy of a blank Trespass Notice can be found on the AP Zone, under the Forms-All tab.
D. Violation of a Trespass Notice
If an individual who has been issued a Trespass Notice violates the notice and returns to the store/DC, ask the individual to leave the property. If the individual refuses to leave, contact law enforcement for assistance and document the incident in CIRS.
E. Team Member Trespass Notices
In situations that warrant the issuance of a Trespass Notice to a team member or former team member, the following shall apply:
1. Immediately contact your DAPTL/Distribution GAPTL to inform them of the situation prior to issuing the Trespass Notice.
2. The DAPTL/Distribution GAPTL will partner with the appropriate Employee Relations / Human Resources contacts at the Regional or Headquarters level
ACCOMPLICES
Revision: 01-2006 Effective: 02-22-2006
A. Shoplifter Accomplices
1. Target defines a shoplifter accomplice as:
a. A person who assists another in a crime of retail theft, but is not leaving the store with merchandise.
b. Someone for whom only some of the five apprehension steps have been observed.
2. AP team members may detain all active participants in a shoplifting incident only when all five apprehension steps have been observed for each participant.
3. Since a shoplifter accomplice only participated in some of the five apprehension steps they will not be detained, questioned or referred to authorities for prosecution.
NOTE: If local law enforcement takes independent action and makes an apprehension before all five steps are met, the details must be documented in the CIRS report.
B. Box Stuffing Accomplice
Box stuffing is defined as “When a person puts merchandise inside a box or in packaging of another product, he/she pays for what product should be in the box, but not the correct merchandise.”
1. AP team members may apprehend a box stuffing accomplice if:
a. The accomplice is leaving with merchandise
AND
b. The AP team member has no reasonable doubt the accomplice knows the box contains concealed merchandise (example: AP team member witnessed accomplice holding box while second subject stuffed merchandise inside, then accomplice attempted to exit with box.).
c. The case must be documented in CIRS indicating the steps observed to merit the accomplice apprehension.
C. Team Member Accomplice
1. Target defines a team member accomplice as an individual who is not a Target team member and participates in an under ringing or passing merchandise with a Target team member. A team member accomplice may be a guest, Partner Business team member or a Vendor team member.
2. Apprehension - A team member accomplice may be apprehended when probable cause exists to believe the individual is actively participating in the crime, based on the following criteria:
a. An AP team member observes the individual select the merchandise and bring it to a cashier lane.
b. The individual makes the purchase with either a check or cash, thus verifying the individual knew the amount of the purchase.
NOTE: Apprehensions of team member accomplices shall not be made on credit card purchases.
c. The items purchased have been line item voided, zero transactions total or passed outright.
d. The under ringing or merchandise passing must result in a significant difference in the purchase price to support the inference that the subject and accomplice were knowingly participating in a crime. (Example: Purchasing a DVD player for $2.50 can indicate the guest was participating in an under ringing crime.)
e. The incident must be captured on conventional or digital CCTV.
3. Apprehension Procedures
a. Apprehend the individual as they leave the store and process as an external shoplifting case.
b. Contact law enforcement immediately.
NOTE: The subject shall be apprehended only if the AP team member has enough evidence to contact law enforcement immediately and prove that the individual was involved in a crime. Do not wait to contact law enforcement while the team member is being interviewed.
c. In cash cases refund the purchase with cash.
d. In check cases, write “VOID” across the front of the check and retain the original check as evidence.
e. Retain original receipts/refund slips.
4. When the case does not meet the procedures listed in 2 & 3 above:
a. Approach the individual and identify yourself as a Target team member.
b. Politely explain to the individual that the purchase was charged at an incorrect amount.
c. If the purchase was an underring, ask the individual to re-purchase and identical item at the correct price. Obtain the duplicate item(s) for the individual and hold the original item(s) as evidence.
d. If the individual does not wish to re-purchase the item(s), refund the purchase.
e. Retain merchandise as evidence or photograph merchandise as jurisdiction allows.
f. If the individual refuses to cooperate and insists on leaving with the merchandise, allow the individual to do so. Indicate the subject and vehicle description in the CIRS report.
g. After receiving HR approval, an interview may be conducted with the team member. (See Team Member Interviews)
5. Document the case appropriately in CIRS using the steps outlined in the Documentation section.
EVIDENCE
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Any property related to an Assets Protection case, whether Target property, non-Target property or contraband shall be treated as evidence and protected, preserved and documented as outlined in this section.
B. Evidence Documentation
1. Evidence Log - All stores/DCs must maintain an evidence log and the log shall be updated each time a piece of evidence is placed in or removed from the evidence locker. The evidence log shall contain:
a. Date and time of entry or removal of evidence,
b. The name of the team member entering or removing the evidence,
c. The reason for entry/removal of evidence, and
d. CIRS case number related to the evidence.
2. Evidence Locker - Each store shall maintain a designated evidence locker or similar lockable area for evidence retention.
3. Evidence Tag - An evidence tag must be affixed to all items obtained in the apprehension of a subject. At a minimum all evidence tags must contain:
a. AP team member’s name and initials,
b. The CIRS case number, and
c. Date of apprehension
C. Photographing Evidence
All evidence shall be photographed and the photographs properly labeled as evidence. Merchandise shall only be kept as evidence if local jurisdiction requires, any jurisdictions allow certain forms of evidence to be photographed as a method of preservation. The ETL-AP/APGL shall be responsible for partnering with local law enforcement to understand the local jurisdiction guidelines.
1. When photographing merchandise, follow these steps:
a. Take a full shot of the item, accurately depicting the color, features and any other identifying aspects of the item.
b. Take a close up photo(s) of the item depicting the price tag, labels and/or any damage to the item.
c. Label all photographs with the date, time, name of subject and CIRS case number.
d. Retain all photographs in the case file.
2. After photographing, return the merchandise to the owning department, unless local jurisdiction requires merchandise be held, in which case merchandise shall be stored in evidence locker.
D. Company Property
All recovered merchandise, any item the subject may have removed from the merchandise and discarded (packaging, price tags, vendor tags, defeated merchandise protection tags, boxes, etc.), company documents (including but not limited to POS receipts, vouchers, gift cards. gift receipts, refund documents, etc.), and recovered cash shall be treated as evidence.
1. When logging company property as evidence, the following applies:
a. Original documents are preferred; if law enforcement requires an original document, make a copy for evidentiary purposes.
b. If photocopies are used, document the location of the original document in the CIRS report (example: Original receipt retained by Minneapolis Police Officer John Smith).
c. All company documents shall be initialed and dated by an AP team member (in small writing in the corner of the document).
d. Record each item of recovered property in the “Evidence” section of the CIRS report.
e. Complete an evidence tag for any item retained by law enforcement or Assets Protection and affix to piece of evidence.
f. Log all items on the Evidence Log.
E. Non-Company Property
All Non-Company Property (evidence) recovered from a subject shall be recorded in the same manner as Company Property using the steps listed in D. above.
F. Contraband
Contraband is defined as items or goods that are illegal to possess, such as weapons, narcotics, drug paraphernalia, etc.
1. All contraband discovered by AP team members shall be recorded in the “Evidence” section of the CIRS report, marked with an Evidence Tag and turned over to law enforcement.
2. AP team members are forbidden from retaining/possessing contraband.
G. Preserving Evidence
Following an apprehension, preserve all evidence in the following manner:
1. Affix an Evidence Tag to all merchandise, non-company property and contraband recovered during the apprehension.
2. Prior to turning over any evidence to law enforcement, ensure the evidence is properly tagged and that a law enforcement officer signs for each item using their name, initials and date on the Evidence Log.
3. Store all physical evidence (merchandise, company documents, tags, etc.) in a bag or container and seal the bag/container to protect the item(s) from tampering.
4. Attach the evidence property tag to the sealed container.
5. If AP will be retaining the evidence, place the sealed bag or container in the evidence locker or similar lockable area in the AP office.
AP INCIDENT DOCUMENTATION
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
All incidents must be properly documented by an AP team member in the Common Incident Reporting System (CIRS). All on-going investigations shall be documented in the Common Investigations Management System (CIMS); when the investigation escalates into an incident, the case information shall be moved to the CIRS system.
A case file shall also be completed for each incident and copies of the case file shall be retained in the store/DC for a period of seven (7) years and a copy of all Internal casesshall be given to the ETL-HR.
B. CIRS/CIMS Documentation
1. CIRS and CIMS files are considered part of the investigative process and may be subject to subpoena and disclosure if a case goes to trial. Cases shall be documented in a complete and professional manner.
2. Narrative - The case narrative shall be written in a clear concise format and shall include at minimum the following:
a. Five steps of apprehension - Provide a detailed, chronological order of each of the five steps, and where and when they took place. If a step is missed, and a Productive Merchandise Recovery (PMR) takes place, identify the missing step(s) and reason in the narrative. (Example - PMR conducted because APS lost sight of subject on sales floor and was unable to maintain surveillance.)
b. Detailed description of why subject was observed. (Example: “Subject entered building wearing a large winter coat and the temperature outside was 89oF,” not “Suspicious suspect entered the building”.)
c. Names of team member(s) involved - List the names of all team members and their roles within the apprehension.
d. Law Enforcement - If law enforcement is involved in an apprehension or if the subject is referred to law enforcement detail the role law enforcement played in the stop. Also, note this information in the law enforcement section of the CIRS report.
NOTE: Narrative shall be noted if law enforcement decides to make the apprehension, such as when AP has not observed all five steps of apprehension. In these cases AP team members may assist law enforcement.
e. Weapons - Indicate if a weapon is present at any time during any incident. Also indicate if the weapon was used during the incident (i.e. Razor blade used to cut open DVD package).
f. Handcuffs - If a subject is handcuffed, indicate who handcuffed the subject and why the handcuffs were applied (reference Handcuff Directive).
g. Detailed description of apprehension location - Specifically identify the location where the apprehension took place, (E.g. “Green Main Exit” not “Exit”).
h. Surveillance of the incident - Note whether CCTV, physical surveillance or both were used to observe the incident.
i. Other cases/information - Reference other CIRS/CIMS cases that led to initial observation of the subject or supporting evidence to the apprehension. Also, if AP team member was tipped by another team member or guest, and witness statements gathered after apprehension.
3. Narratives are to be treated as evidence and shall NOT contain the following::
a. Subject description (race, gender, sex, age, etc.) - The CIRS report has a section that asks for subject description and any information shall be documented here. The narrative shall NOT contain this information; it shall contain only the facts leading up to the apprehension/incident.
b. Slang terms, jargon or acronyms - Narratives may be used as evidence during criminal/civil cases. Therefore, all jargon and slang terms shall be avoided and all acronyms spelled out (i.e. Assets Protection Booking Room instead of AP Booking Room).
c. Generalizations- The narrative is a factual description of what took place, and shall not contain any opinions of the team members, generalizations about the subject or assumptions of what they may have done or intended to do.
d. Multiple cases/incidents - An individual CIRS case must be completed for each incident; cases occurring on the same shift are not to be grouped together into a single incident.
C. Case File -
A case file must be created for all apprehensions/incidents within a store/DC. The AP team member involved shall be responsible for ensuring all evidence is collected and filed properly. At a minimum the case file must contain the following:
1. A copy of the CIRS narrative and any other related CIRS/CIMS cases.
2. Photos - Any photos taken of the subject/evidence shall be kept with the case file. Photos must be labeled with the case number and date.
3. Video - Copies of video relating to AP cases/apprehension shall be retained for a period of 7 years.
a. Video shall include observation of the five apprehension steps.
NOTE: If a step is not captured on video, the CIRS report must be updated indicating why the particular step was missed. (Example: Limited camera coverage in automotive section did not allow for constant video surveillance.)
b. Video shall be transferred to a VHS or DVD/CD and properly labeled with the date and case number.
c. All other video shall be retained for a minimum of 30 days.
NOTE: Video must be retained for all AP incidents/apprehensions and kept with the case files for a period of seven (7) years. All other video shall be retained for a minimum of 30 days unless otherwise noted.
NOTE: If video is copied to a VCR tape, ensure the tab has been removed to prevent over-taping.
NOTE: If law enforcement requests a copy of the videotape, make a copy and retain the original. Original recordings shall be provided to law enforcement upon the receipt of a subpoena; in such cases ensure the store/DC retains a copy prior to turning over the original. If law enforcement insists on taking custody of the original without a subpoena, provide the original but ensure a copy is retained. Ensure your DAPTL/Distribution GAPTL is notified any time law enforcement requires a copy of evidence.
4. Witness statements - All team members involved shall be required to give a witness statement of the incident and these statements shall be retained in the case file. Any other statements gathered by AP team members shall be properly labeled (case number and date) and filed in the case file.
5. A copy of the Trespass Notice (if applicable).
NOTE: In the event of a serious incident (assaults with serious injury, death, sexual assaults, armed robbery) or any other incident receiving media attention, the ETL-AP/APGL shall partner with the DAPTL/Distribution GAPTL for further guidance regarding the scope of additional evidence to be retained in the case file.
AUTHORITY TO APPROVE CIRS CASES
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section outlines the authority and requirements for CIRS case approval.
B. Approval
1. AP team members are not permitted to approve cases they have initiated and entered into the CIRS reporting system.
2. All cases shall be approved by the next level AP supervisor (or higher).
3. Prior to CIRS case approval, the approver shall review the case for:
a. Complete and accurate narrative, including details of the case outlining the five apprehension steps, a chronological sequence of events from subject entering store/DC to apprehension/exit, proper spelling and limited use of acronyms.
b. Proper documentation of the case, including team members involved, law enforcement involvement, any weapons used/found, whether a subject was handcuffed, location where the incident took place, date and time of incident, etc.
c. Directive compliance.
d. Complete case file including any photos, witness statements, accompanying video, etc.
e. Ensure the case is properly coded.
NOTE: Cases not meeting above minimum standards shall be sent back for re-work. The supervisor shall work with AP team member initiating the case to ensure complete and accurate details and coach team member on deficient case details.
4. Supervisors shall review cases for approval on a daily basis.
5. Cases shall be approved or returned for re-work within 48 hours of submission.
NOTE: Details used in CIRS are considered evidence and may be called upon if a case is brought to trial. It is vital that team members complete the narrative in a timely fashion with the facts of the case. The report is designed to capture the sequence of events and must be a factual list of events. Team members must refrain from adding opinions or assumptions when documenting the case.
TICKET FRAUD
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Ticket Fraud is defined as "Changing the price on merchandise with the intent of purchasing the merchandise at a reduced price."
B. Ticket Fraud Apprehension
1. An Apprehension shall only be permitted when ALL of the following criteria have been met:
a. Written confirmation has been received that your local jurisdiction will prosecute Ticket Fraud referrals and this confirmation is on file in the store and with the DAPTL.
b. The person or group involved has known theft or Ticket Fraud activity and the known activity is documented in a CIRS narrative.
c. The AP team member has pre-approval to make the Ticket Fraud apprehension from their GAPTL, DAPTL or Investigations Team Leader.
d. All elements of the Ticket Fraud have been observed:
1. Selection of the item.
2. Placement of the new ticket on the item.
3. Purchase of the item at the incorrect price.
e. If selection, removal and placement have been observed, but an apprehension cannot be made due to other criteria not being met:
1. Handle the incident by asking the cashier to request that the price be
checked. The cashier can then inform the guest of the correct price.
2. Partner with your DAPTL or Investigations Team Leader.
3. Gather all evidence and document the incident in CIRS using the “Ticket
Fraud” classification.
FOOD CONSUMPTION / FOOD PASSING INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This Directive applies to all areas of food sales (Food Avenue, Starbucks, etc.) as well as any other food items available for sale in Target stores. It also applies to single or multiple incidents of food consumption or passing.
B. Handling
1. Incidents of team member food consumption and food passing shall be treated as a policy violation and referred to Human Resources for further handling. AP will NOT conduct an interview or refer for prosecution these types of incidents, however they may assist HR by providing information and supporting documentation.
2. Investigations that reveal cash theft or theft in bulk (example: a case of pop) shall be handled by AP as a theft (internal or external). AP must observe the five steps prior to apprehension.
TEAM MEMBER DISCOUNT VIOLATION INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This Directive outlines the procedures for an investigation of a team member suspected of a violating Target’s Team Member Discount policy.
B. Investigation/Apprehension Steps
1. AP shall notify HR as soon as they become aware of a discount policy violation.
2. AP shall conduct an investigation to establish the scope of the team member’s violation.
3. If the investigation reveals other possible dishonest activity, AP shall open a team member investigation and document the investigation in CIMS.
4. If no additional information of other possible dishonest activity exists, the case shall be immediately forwarded to HR or higher level of management for handling.
TEAM MEMBER INTERVIEWS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
Team member interviews shall be conducted as a part of an internal investigation. Only AP team members who have successfully completed Target’s Assets Protection Internal Interview Certification are authorized to conduct team member interviews.
NOTE: An AP team member who has successfully completed Internal Interviewing Training and is in the process of becoming certified, may conduct a team member interview in the presence of another trained/certified AP team member.
B. Conducting a Team Member Interview
1. Prior to conducting any team member interview, supervisor approval is required.
2. Prior to conducting a team member interview, the AP team member shall partner with:
a. The appropriate HR Partner or STL.
b. The next level AP team member.
NOTE: If the HR or STL/DC Team Leader disagrees with the decision to interview the team member for dishonesty, the AP team member shall meet with the HR and/or STL/DC Team Leader to discuss their concerns. If a mutual agreement cannot be reached, the AP and H. R. team members shall contact the DAPTL/Distribution GAPTL and Human Resources Representative (HRR). Together the DAPTL/Distribution GAPTL and HRR shall make the final decision as to whether or not the team member will be interviewed.
c. The AP team member shall present a written summary of the investigation findings (HR Cover Letter) to the HR or STL/DC Team Leader.
3. Team member interviews are to be conducted in accordance with all Target internal interviewing procedures.
4. Before conducting an interview of a team member there must be evidence that the team member has participated in a dishonest activity. Team member interviews shall NOT be made solely on the basis of an implication by another team member. There must be corroborating evidence in addition to any implication and the evidence shall be presented in the written summary of the investigations findings (HR Cover Letter). Some examples of “Other” evidence:
a. Digital or standard CCTV video
b. Merchandise/hand tags
c. Product wrapping
d. System reports
TIME AND ATTENDANCE VIOLATION INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
If an AP team member becomes aware of any time card/attendance policy violations they shall handle as follows:
1. Immediately forward all information regarding the violation the ETL-HR/Distribution HRM/HRR.
2. Do not conduct an independent investigation into the suspected time card/attendance violation.
3. If an AP team member is requested to support a time card/attendance investigation, contact the DAPTL/Distribution GAPTL or next level AP supervisor for approval.
4. If the time card/attendance violation involves an AP team member, inform the ETL-HR/Distribution HRM/HRR and contact your DATPL/Distribution GAPTL for guidance.
EXECUTIVE INVESTIGATIONS / INTERVIEWS
Revision: 01-2006 Effective: 02-22-2006
A. Investigations
1. AP team members who have knowledge or suspicion of a Target executive violating a company policy shall notify their next level AP supervisor.
2. The supervisor shall make the determination whether to investigate the executive and who shall be responsible for the investigation.
B. Interviews
1. Once the supervisor makes the decision to interview an executive, the interview shall be conducted by one of the following:
a. DAPTL, ITL or Distribution GAPTL
b. GAPTL,
c. Director of Assets Protection, or
d. Vice President of Assets Protection.
2. Prior to engaging in an interview, the interviewer must have prior approval from the GAPTL or Director/Vice President of Assets Protection and the ETL-HR/Distribution HRM/HRR.
UNDERCOVER INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Definition
An undercover investigation is defined as “Placing a contract individual, law enforcement officer or team member into a non-AP store/DC position on multiple occasions for the purpose of uncovering serious security or policy violations.”
B. Approval
The Director/Vice President of Assets Protection must approve any investigation where Assets Protection proposes using an undercover investigator. This applies to any store/DC-based undercover investigation.
NOTE: Utilizing AP team member from another Target location to assist store AP related surveillance is not considered to be an undercover investigation. (Example: An ETL-AP/APGL covering vacation at an alternate location for another ETL-AP/APGL.)
PHARMACY INVESTIGATIONS
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This Directive outlines AP policies for handling Pharmacy Investigations.
B. Investigations
1. Any proposed investigation of a Pharmacist or Pharmacy team member shall be immediately communicate to the DAPTL.
2. The DAPTL shall then discuss the investigation with the Pharmacy Supervisor, GAPTL and ETL-HR prior to any action.
C. Fraudulent Prescriptions
1. AP team members shall not make any apprehensions on fraudulent prescription cases.
2. If requested, AP team members shall support fraudulent prescription cases by gathering evidence for law enforcement (such as video footage, subject or vehicle descriptions, etc.).
3. AP team members shall become involved in fraudulent prescription cases if physical danger is imminent to team members or guests.
4. Pharmacists shall notify local law enforcement and professional boards as required.
D. Pharmacy Keys
1. Pharmacies are operated under a separate keying system. The Pharmacy shall not be opened by anyone other than a registered Pharmacist under any circumstances.
GUEST SERVICE ISSUES / GUEST INCIDENT
Revision: 01-2006 Effective: 02-22-2006
A. Purpose
This section addresses the proper handling of Guest Service Issues and Guest Incident filed at the store level.
B. Guest Issues Involving AP Team Members
1. The ETL-AP shall contact the DAPTL and STL upon notification of any guest issues involving another AP team member.
2. The DAPTL and STL shall determine whether the situation is a Guest Service Issue or a Guest Incident.
C. Guest Service Issues
1. A matter shall be treated as a Guest Service Issue if all of the following apply:
a. The guest complaint relates to the manner in which the guest was treated in the store, such as a NPI or receipt check, and does not involve any claim of bodily injury of property damage,
b. The guest is not represented by an attorney and
c. The matter can be resolved with a guest service payment of $200.00 or less in gift certificates, gift cards or a check.
2. If the matter does not meet all three (3) of the criteria listed above, it must be referred to the Guest Reporting Center to be handled as a Guest Incident.
NOTE: If there is any doubt about the matter meeting any of the Guest Service criteria, contact the Guest Service Reporting Center.
D. Handling a Guest Service Issue
1. The DAPTL shall handle a Guest Service Issue as follows:
a. Partner with the Guest Reporting Center and the STL.
b. Once contacted by the guest, investigate by reviewing any CIRS reports, case files, video, witness statements, etc. regarding the particular incident.
c. Contact the guest and attempt to resolve the issue.
d. Document all actions taken and communications with all parties.
e. Determine the best method to resolve the guest service issue: written apology, guest service payment ($200.00 or less) or an understanding that Target is not at fault.
f. If the matter can be resolved as a guest service issue, contact the GAPTL and present the case.
g. When a resolution has been reached, notify the Store Team Leader (STL) and District Team Leader (DTL) of the situation and resolution type and amount (if applicable).
NOTE: Guest Service payments must be charged to the store or district account, as directed by the DAPTL.
h. If the matter is resolved on a guest service basis, no written release from the guest is necessary.
i. Document all details of the case in CIRS including any type of settlement.
2. If after discussion with the guest it does not appear the matter can be resolved as a Guest Service Issue, report the matter as a Guest Incident and contact the Guest Reporting Center.
E. Guest Incidents
1. Any matter that does not meet the three (3) criteria for a Guest Service Issue (listed in C. 1. above) must be reported to the Guest Reporting Center as a Guest Incident.
NOTE: A claim is reported using the same procedures for reporting a Guest Accident.
2. The DAPTL shall discuss all Claims with their GAPTL and the STL.
# posted by Target Stores Suck @ 5:50 AM 0 comments
Lawsuits a volume business at Wal-Mart
08/13/2001 - Updated 11:51 PM ET
Lawsuits a volume business at Wal-Mart
By Richard Willing, USA TODAY
By Matthew Minard, The Shreveport Times, for USA TODAY
Shoppers head into a Wal-Mart "Supercenter" in Bossier City, La. The retailer has been sued over matters ranging from the security of parking lots to the actions of crowds of bargain-hunters.
Wal-Mart is a legend in American business, a 39-year-old retail dynamo that trails only ExxonMobil in annual revenue. But in America's courtrooms, Wal-Mart has another distinction: As the company's sales have soared, analysts say, it appears to have become the nation's most popular private-sector target for lawsuits.
By its own count, Wal-Mart was sued 4,851 times last year — or nearly once every two hours, every day of the year. Juries decide a case in which Wal-Mart is a defendant about six times every business day, usually in favor of the Bentonville, Ark., retail giant. Wal-Mart lawyers list about 9,400 open cases.
No one keeps a comprehensive list of all the nation's litigation, but legal analysts believe that Wal-Mart is sued more often than any American entity except the U.S. government, which the Justice Department estimates was sued more than 7,500 times last year. Dozens of lawyers across the United States now specialize in suing Wal-Mart; many share documents and other information via the Internet.
But the huge volume of Wal-Mart lawsuits is only half the story.
Wal-Mart, which promotes itself as a down-home friendly business, is helping change the nature of corporate litigation by aggressively fighting many cases even when it would be cheaper for the company to settle, analysts say.
The policy runs counter to the strategy of "settle quickly and cut your losses" that companies have used for generations. But it is paying dividends for Wal-Mart, which in the past five years has seen the pace of its lawsuits stabilize as potential plaintiffs and their lawyers opt not to sue after weighing the costs of fighting the retailer.
Insurance companies, drug makers and other frequently sued businesses have kept an eye on the retailer's legal tactics, and have adopted some of them.
Like Wal-Mart's product line, its lawsuits come in many varieties.
Thousands are ordinary, alleging falls on slippery floors and icy parking lots. Some are grim, such as claims by the survivors of an Alabama woman killed by her husband, who had bought a rifle illegally at a Wal-Mart. Some reflect hot issues, such as a class-action employment-discrimination suit filed in San Francisco in June by six women who are current or former Wal-Mart employees.
And others, such as claims filed by those injured in a shoppers' stampede when coveted "Furby" toys went on sale just before Christmas in 1998, seem to spring from the bargain-hunting impulses so familiar to Wal-Mart shoppers.
The tenacity with which Wal-Mart fights such cases is something that Candace Hoke of Hempstead, Texas, knows well.
One day in October 1993, she dashed into her local Wal-Mart, picked up a bag of puppy food and headed for the checkout. Along the way, a couple of 25-pound boxes of bathroom tissue fell on her head. They were dropped, she contends, by a careless employee who was stocking shelves.
Eight years after the accident, seven years after she filed her lawsuit and three years after she won her case, Hoke still is trying to collect the $250,000 a jury awarded her as compensation for neck injuries. Wal-Mart says it was not at fault and is appealing.
"You see (Wal-Mart's) commercials and you think, `Gee, they're just regular folks like the rest of us,'" says Hoke, 48. "Then you try getting what you think you have coming, and they're ferocious."
Wal-Mart says it settles claims for which it is liable and fights only the cases that lack merit.
"If we haven't done anything wrong, we owe our (employees) the strongest defense possible," says Robert Rhoads, head of the company's legal department.
Tom Harrison, publisher of Lawyers Weekly USA, a legal industry newspaper, says Wal-Mart's approach is risky because it could "alienate plaintiffs' lawyers, juries, judges and ultimately customers." But "the rewards are potentially great, too. Many eyes in the (legal) profession are watching Wal-Mart, and not just to see what's on sale."
'An attractive target'
Wal-Mart was founded in 1962 by Sam Walton, a Rodgers, Ark., merchant with a novel concept: Focus on small towns and ignore downtown retail districts. Build your own "super store" from scratch on a town's outskirts. Stock the shelves with all types of goods, and sell them at bargain prices.
Wal-Mart's growth has been explosive, from 874 stores in 1985 to nearly 4,300 today. In the first six months of this year, Wal-Mart opened 147 new stores in the United States — nearly six a week.
Annual revenue and profits reflect the boom. Wal-Mart posted profits of $6.3 billion on $191 billion in revenue last year. All that growth has been accompanied by a surge in lawsuits, which the company views as inevitable.
"(Wal-Mart) stores receive 100 million visitors a week," Wal-Mart spokesman Bill Wertz says. "Not only is the number of lawsuits increasing because of our size, it's the publicity the lawsuits bring. (We've) become a more attractive target."
As the goods and services available from Wal-Mart have expanded, so has the nature of its lawsuits. Cases that were unheard of for Wal-Mart 10 years ago — those involving customers slipping and falling on spilled French fries and soft drinks, for example — have become common as the retailer has opened floor space to fast-food franchises.
In many communities across the nation, Wal-Mart is the leading seller of hunting weapons. That has exposed the retailer to lawsuits such as the Alabama case, in which it reached a settlement with the family of a Sherry Hopper White and her brother Eldredge Hopper, killed by her husband James White. Wal-Mart settled after a criminal court found that the ex-husband had been allowed to buy the weapon at his local Wal-Mart despite being under a restraining order. In 1999, he was sentenced to life in prison.
Security in vast Wal-Mart parking lots has been an issue in several lawsuits. The company continues to fight a suit by Roger McClung, a Memphis man who claims his wife was abducted from a Wal-Mart lot in 1990 and later killed. The case is before a federal appeals court; Wal-Mart won in the trial court. Some Wal-Mart cases, meanwhile, are difficult for courts to resolve. In 1996, Wal-Mart fought a lawsuit filed by a 450-pound Louisiana woman who held the retailer responsible after she was impaled while trying out an exercise bike. A trial court said she had no case, but an appeals court overturned that ruling. A trial is pending.
Then there are the Furby cases, now being scheduled for trial.
At least six plaintiffs, all women, say they were injured in 1998 when hundreds of shoppers jostled for position at Wal-Mart stores in Pennsylvania, Tennessee and Georgia for what proved to be only a few of the furry, owl-like dolls that were such hot sellers that holiday season.
Donna Unangst of Bethlehem, Pa., who was trampled at Wal-Mart's store in Lower Nazareth Township, Pa., says in her lawsuit that the retailer should have controlled the crowds. Wal-Mart denies responsibility for what it calls unruly behavior by shoppers.
'What did we do wrong?'
U.S. companies have long settled most lawsuits filed against them rather than take them to trial, regardless of the lawsuits' merits. Businesses generally find that less daunting than paying for litigators, hiring expert witnesses and risking a large and potentially embarrassing jury award to the plaintiffs.
"If a typical case is going to cost you $10,000 to defend and you can settle for $7,500, you're likely to do it," says Michael Krauss, a law professor at George Mason University in Arlington, Va., who specializes in civil suits. "It's always been considered more of a business decision than a legal decision."
In a movement led partly by Wal-Mart, some companies are trying a different tack.
In the early 1990s, Eli Lilly and Co. faced a flurry of suits claiming that its depression-fighting drug Prozac produced side effects that included homicidal rages. The giant drug maker fought back and made sure that the first such case to come to trial would be one that it likely would win. Lilly did, then used the victory to persuade other plaintiffs to drop their claims or to settle on the company's terms.
In the mid-1990s, the Allstate insurance company ended a policy of automatically settling motorists' claims for soft tissue injuries, typically hard-to-document back and neck strains resulting from minor auto accidents. Instead, Allstate began making take-it-or-leave-it offers based on a computer analysis of traffic injuries. Plaintiffs' lawyers say the offers often are well below their cases' value, forcing them to take the offer or go to trial.
Like Wal-Mart, the companies have tried to take advantage of a changing legal climate that lately has favored corporate defendants. A national survey this year by Jury Verdict Research, a Horsham, Pa., firm, found that the median award in 1999 for compensatory damages — $50,000 — was the same as it had been in 1993.
"There is definitely a backlash (against) plaintiffs," says Ralph Bellafatto, an Easton, Pa., lawyer who represents two injured Furby shoppers. "With jurors now, it's like, `Why do you deserve something for your problem? I'm not getting any help with mine.' "
Wal-Mart's legal policy flows from the corporate culture instilled by Walton, who died nine years ago. Upon being sued, recalls Robert Rhoads, head of Wal-Mart's 40-lawyer legal department, "Mr. Sam's first question always was, `What did we do wrong?' "
If Wal-Mart was at fault, Rhoads says, Walton's instructions were simple: Admit it and settle the claim. If not, take 'em to court.
In practice, critics say, Wal-Mart rarely concludes that it is at fault.
Like its marketing plan, Wal-Mart's legal strategy is value-oriented. The company often saves money by using outside lawyers who usually are paid a flat fee of about $2,500 to $10,500 a case. The company routinely files motions to have cases shifted to federal courts, where judges do not need to run for re-election. Protective orders keep key company papers private. If it has to pay a settlement, Wal-Mart keeps the amount secret through a confidentiality pact.
Plaintiffs' lawyers say battling Wal-Mart is a little like patronizing its stores: Wherever you go, the experience is the same.
"In courts from Maine to California, you sue Wal-Mart and they fight you on everything," says Bruce Kramer, a Memphis attorney who heads an Association of Trial Lawyers of America group of 75 lawyers who specialize in suing Wal-Mart. "It's annoying, it's frustrating, and I've concluded it's intended to be that way."
Some of Wal-Mart's tactics have led to problems for the retailer.
Plaintiffs' lawyers frequently complain that Wal-Mart makes it difficult for them to examine company papers that the lawyers are entitled to see. In 1999, a judge in Beaumont, Texas, threatened to fine Wal-Mart $18 million for withholding an internal study of parking-lot security sought by a woman who was abducted from a Wal-Mart lot and raped. Texas Judge James Mehaffy accused Wal-Mart of "thwarting, obfuscating and obstructing" court procedure.
Wal-Mart lawyer Rhoads says the wrangling over documents was caused by "coordination problems" between corporate headquarters and the company's outside lawyers. He says such problems largely have been corrected.
Even so, there are signs the retailer is adjusting its litigation policy. Analysts say that Wal-Mart recently has seemed to make it a point to appear reasonable, appealing fewer cases and publicizing examples of disputes it resolved. The most recent example was in Charlottesville, Va., in June, when Wal-Mart reached a settlement with a black shopper who had been given a receipt with racial epithets written on it.
Analysts say such moves likely reflect Wal-Mart's desire that its aggressive legal tactics not lead to a public relations problem.
"Is Wal-Mart unfairly targeted because it's big and rich, or is it an outfit that uses its deep pockets to wear down (those who sue)?" asks Richard Cupp, law professor at Pepperdine University in Malibu, Calif. "That's the battle (for public opinion) that Wal-Mart may be fighting next. And they can't win it in a courtroom."
About Wal-Mart
Founded: 1962
Headquarters: Bentonville, Ark.
Employees: 1.2 million worldwide
2000 revenue: $191 billion
2000 net income: $6.3 billion
Shoppers per week: Nearly 100 million
Stores*
• Wal-Mart stores: 1,667
• Supercenters: 998
• Sam's Clubs: 486
• Neighborhood Markets: 23
International operations:* Argentina (11 stores); Brazil (21); Canada (177); China (14); Germany (93); Korea (7); Mexico (520); Puerto Rico (17); and the United Kingdom (246).
* As of July 31
Source: Wal-Mart Stores
About Wal-Mart
Founded: 1962
Headquarters: Bentonville, Ark.
Employees: 1.2 million worldwide
2000 revenue: $191 billion
2000 net income: $6.3 billion
Shoppers per week: Nearly 100 million
Stores*
• Wal-Mart stores: 1,667
• Supercenters: 998
• Sam's Clubs: 486
• Neighborhood Markets: 23
International operations:* Argentina (11 stores); Brazil (21); Canada (177); China (14); Germany (93); Korea (7); Mexico (520); Puerto Rico (17); and the United Kingdom (246).
* As of July 31
Source: Wal-Mart Stores
# posted by Target Stores Suck @ 1:01 AM
Thursday, June 15, 2006
Target: Wal-Mart Lite?
I was looking for something else on the web and came across this rather long article, but if you are interested in the topic you might want to take a look:
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Target: Wal-Mart Lite
by Kari Lydersen, Special to CorpWatch
April 20th, 2006
Shopping in a Target store, you know you’re not in Wal-Mart. But the differences may be mostly skin deep.
Targets are spaciously laid out and full of attractive displays and promotions. While many people associate Wal-Mart with low-income, rural communities perhaps dominated by a prison or power plant, life-size photos throughout Target stores remind you that their customers are a lively, beautiful cast of multi-cultural hipsters.
“Their image is more upscale, more urban and sophisticated, sort of a wannabe Pottery Barn,” said Victoria Cervantes, a hospital administrator and documentary-maker in Chicago who regularly shops at Target. “I’m not sure if their customers really are more upscale. But that’s the image they’re going for. They have a very good PR campaign.”
In contrast to this image, however, critics say that in terms of wages and benefits, working conditions, sweatshop-style foreign suppliers, and effects on local retail communities, big box Target stores are very much like Wal-Mart, just in a prettier package.
Of more than 1,400 Target stores employing more than 300,000 people nationwide, not one has a union. Employees at various stores say an anti-union message and video is part of the new-employee orientation. At stores in the Twin Cities, where Target is headquartered, the United Food and Commercial Workers (UFCW) union Local 789 has been trying for several years to help Target employees organize, with little luck.
“People ask what the difference between Wal-Mart and Target is,” said UFCW organizer Bernie Hesse. “Nothing, except that Wal-Mart is six times bigger. The wages start at $7.25 to $7.50 an hour [at Target]. They’ll say that’s a competitive wage, but they can’t say it’s a living wage. We know a lot of their managers are telling people, ‘If we find out you’re involved in organizing a union you’ll get fired.’”
Wal-Mart has about 3,800 stores nationwide and another 2,600 worldwide, employing about 1.6 million people. Target plans to open at least 600 more stores by 2010, for a total of about 2,000 in 47 states. Like Wal-Mart, a typical Target sells a wide range of consumer goods including clothing, household items, office supplies, toys, sports equipment, furniture, art, and electronics; and the stores often have photo laboratories and pharmacies. About 160 SuperTargets nationwide also sell “upscale” groceries, as the company’s website describes them, and often contain banks, Starbucks, and Pizza Hut Express outlets. Total revenue was up 12.3 percent in 2005 – $52.6 billion compared to $46.8 billion in 2004.
Wage Slaves
A survey by the UFCW found that starting wages are similar in Targets and Wal-Marts -- possibly higher overall at Wal-Marts – and that Target benefits packages are often harder to qualify for and less comprehensive. (Target’s media relations department refused to comment on its wages and benefits policies; individual wages and benefits policies are not included in their annual report.)
“We know that Target and Wal-Mart are constantly checking each other out and seeing how cheap they can get by,” says a UFCW statement on the website Targetunion.org, urging Target employees around the country to post their wages.
A Target employee who asked that his name and store location be kept secret said he can barely make ends meet on his salary of $8.40 an hour.
“After three years, I have received less than $1 an hour in raises. I started at $7.65,” said the worker, adding that he does love his job because of camaraderie with his co-workers. “We are never compensated and rarely even recognized for meeting our goals.”
The starting wage he describes would put a single parent with two kids working full time at Target just slightly above the poverty line; someone with more children or working fewer hours would fall below the poverty line.
Compare that to Target CEO Robert Ulrich, who earned $23.1 million in 2005, according to Forbes, making him the second-highest paid CEO in the retail sector. That’s more than 1300 times as much as the worker we spoke to.
Sweat on the Racks?
Meanwhile a glance at labels on a few racks of stylish $20 cardigans and capri pants shows that, like Wal-Mart and most major clothing retailers, Target itself sources its products in India, Indonesia, Guatemala, Mexico, Bangladesh, Kenya, Sri Lanka, the Philippines, Vietnam, Cambodia and other low-wage, developing countries.
In October 2005 representatives of a Mexican labor federation protested outside a Bronx Target to call attention to alleged child labor and illegal worker lockouts at a Mexican factory that supplies the store’s Halloween costumes.
“The way the global garment industry is, there are so few factories that respect workers’ rights that there is no way Target gets its clothes from workplaces where workers’ rights are being respected,” said Allie Robbins, national organizer of the group United Students Against Sweatshops.
Race to the Bottom
Target doesn’t differ from most major clothing vendors; you usually have to seek out small specialty companies to find union-made, American-made textiles. But as one of the country’s major retailers, Target is an industry leader, fostering and profiting from the U.S.’s general culture of consumerism: We buy, buy, buy at ever lower prices in a market system sustained by very low-paid, non-union workforces in impoverished countries.
Even as American consumerism thrives, however, there is growing public awareness and critique of the problems it spawns. Wal-Mart is becoming a lightning rod for the public’s increasing dissatisfaction and animosity. A recent study by the University of Massachusetts at Lowell showed that 63 percent of people would oppose a Wal-Mart opening in their community. Groups such as Wal-Mart Watch, several documentarians have harshly critiqued Wal-Mart’s working conditions and its effects on communities and international labor standards.
But somehow, perhaps because of its relative small size compared to Wal-Mart, Target has largely avoided negative publicity.
In fact, it benefits from anti-Wal-Mart anger, a fact that isn’t lost on company officials.
Media reports describe Target executives booing and hissing at a Wal-Mart logo during sales meetings and calling it the “evil empire.” While communities often fight tooth and nail against new Wal-Marts, residents usually welcome Targets, as local governments offer the corporation generous tax breaks and subsidies to locate in their area.
That is what happened last fall in West St. Paul, Minn., where a new Target reaped $731,000 in local tax breaks, while 30 miles away, Ham Lake was fighting Wal-Mart’s efforts to open a superstore. The Target in downtown Minneapolis received $68 million in public subsidies, according to the Star Tribune newspaper. In Chicago in 2004, a city-wide coalition formed to oppose two proposed Wal-Marts and the fight roiled the city council for months. Meanwhile at least three new Target stores have been built in the metro area in the last several years.
Target definitely works hard on its image. Last summer it became the first company to sponsor an entire issue of The New Yorker, with 17 pages of ads. With a 2005 advertising budget of $1.028 billion, it regularly takes out full page ads in major daily papers and magazines, promoting the company’s products, and sophisticated image as well as its charity work. The company’s website says that 96 percent of Americans recognize the Target logo, “more than the Swoosh or Apple.” Unlike Wal-Mart’s low-budget, cluttered decor, Target sports artsy, larger-than-life photos of everything from cleaning products to desserts to women in lingerie. It is the exclusive marketer of specialty items such as the Roots “retro-futurism” official gear for the 2006 Winter Olympics. Target’s website notes that its average consumer has a median household income of $55,000, and 43 percent have completed college.
“It’s like they’re trying to be Marshall Fields or something,” said Chicago high school student Stephanie Evans, shopping for a bikini for spring break. “But it’s really the same things as at Wal-Mart, just at higher prices.”
The first Target discount store opened in Roseville, Minnesota, a suburb of St. Paul, in 1962. It was run by the Dayton Company, which originated in 1902 with a retail store called Goodfellows owned by George Dayton in Minneapolis. Along with the discount stores, Target Corp. runs Target Financial Services, which manages the Target REDcard credit card.
Target: We Train the FBI
Perhaps Target’s oddest singularity is the fact that it boasts one of the nation’s top forensics labs at its company headquarters. A product of its efforts to stop shoplifting and property destruction at its stores, its mastery of surveillance and investigative technology and strategy is now eagerly subscribed to by law enforcement agencies nationwide, including the FBI. The company provides training for police and federal agents on investigation and prevention of everything from arson and robbery to smuggling.
Target does more proportionately for the community in the form of community grants and charity than Wal-Mart does, and spends considerably less boating about it. According to the company website, which says Target donates more than $2 million a week to local and national non-profit organizations. The company gives grants of $1,000 to $3,000 to community organizations, and shoppers can donate 1 percent of Target REDcard charges to a local school. The website says more than $154 million has been donated to schools since 1997. The company also runs Target House, a luxury residential facility in Memphis where families can stay while their seriously ill children are treated at a nearby medical center.
In comparison, Wal-Mart, with revenue of $288 billion in 2005, donated $200 million (or 7/100ths of a percent) to charities and organizations in 2005, according to its web site.
While many customers and employees praise Target’s charity efforts, critics counter that the company would have more positive impact on communities by providing living wage, stable jobs to local residents.
Following the general trend in retail and the U.S. job market as a whole, Target relies on part-time workers. This schedule may work well for some students and retired people, but it contributes to a dearth of full-time, fully benefitted, stable employment – especially in communities reeling from the store’s impact on small local businesses.
“If I needed a full time job I couldn’t afford to work here,” said "Rosa" a 57-year-old who works part time at a St. Paul Target near her house. (Her name has been changed because she fears retribution.) “It starts at $7.50 an hour and you only get a 50-cent raise once a year. So how long will it take you to even get to $10 an hour! You can’t live on that.”
Diversity Dilemma
Target’s website says diversity is a core value for employees and customers. It says Target is above national averages in employing minorities, both in the overall workforce (21 percent) and managerial positions (38 percent).
But that may depend on the store. Hesse said that some of the many Somalis refugees employed in the Twin Cities stores complain about cultural insensitivity and discrimination.
“Entry level management people just don’t know how to handle it, they seem to be insensitive to immigrant workers,” said Hesse. “In one store, there’s a lot of friction between managers and Somali workers. They hire these young white boys as managers, and then they run a crew of Somalis with a very condescending attitude.”
An African-American employee at the flagship Roseville, Minn. store (who asked that her name not be used for fear of retribution), said she feels as if she constantly suffers racial discrimination. She said there are no black supervisors on the overnight shift she works. “There are a lot of Somalis working on the overnight shift, but no Somali team leader.” She said she is tired of young white “team leaders” repeatedly telling her to work faster or do things differently.
“It’s the same conversation over and over,” said the middle-aged woman. “They treat us like we’re kids. And they’ll approach you in front of other crew members, not in the office or somewhere private.”
She thinks she was unfairly given a document from management saying she needed to increase her work speed.
“I feel like I was discriminated against because I’m black,” she said. “I talked to white co-workers who I was working side by side with, and I could see I was working just as fast as them. I asked them if they had to sign the paper [from management] saying they were too slow and they did not. The majority who got the "guidance" slips were Somali or African-American like myself.”
Beat the Clock
Workers generally complain about a pressurized and patronizing work atmosphere where they are constantly pressed to work harder and faster and at the same time to act cheery and invested in the store’s success. The company’s website boasts that workers will respond with “cheetah-like” speed within 60 seconds to customer calls on the red phones throughout the store.
Rosa said employees are constantly exhorted to get shoppers to sign up for Target REDcards; some stores have weekly quotas. “They’ll have little employee promotions, it’s so ridiculous, you’ll get candy or a liter of pop if you get two people to sign up,” she said.
She said the store is generally understaffed and workers are expected to do numerous jobs at the same time.
“You’re running around, feeling like you’re being pulled in every direction,” she said. “There’s never enough people on the sales floor. You’re getting calls to come up to the cash register, to do pulls [of merchandise] in the back room, to deal with returns at guest services, all at once. And the whole time you’re constantly picking up and folding stuff, getting things off the floor. At my age it’s a really hard day, on your feet the whole time on these linoleum floors. I’m aching when I get home. I have to take Ibuprofen just to be able to sleep.”
John Hayden had a similar experience working in a Target distribution center near his home in Oconomowoc, Wisc. After quitting his Target job in 2002, he was diagnosed with a hernia which he blames on lifting up to 700 boxes a day.
“It was hard work,” said Hayden, who was in his late 50s at the time. “We never produced enough to keep the middle managers happy. I think they plan it that way – they always want more.”
Could it Be Different?
In today’s market, could retail really be any different? Fair labor advocates think so. Hesse notes that in several unionized grocery stores in the Twin Cities, hourly wages hover around $13 to $17 an hour, roughly double Target’s. Now SuperTarget’s sale of groceries threatens the survival of union grocery stores.
Even other major big box retailers have managed to pay significantly higher wages and achieve higher employee retention. The prices at Costco Wholesale Corp., the nation’s fifth largest retailer, are competitive with those at Target and Wal-Mart, but it pays full-time employees an average of around $16 an hour along with generous health benefits.
Costco pulls this off by offering fewer brands of each item, keeping infrastructure costs low and forgoing advertising; and the company also benefits financially from low employee turnover. Labor advocates also note that The Container Store is known for decent wages and good working conditions.
“We’ve turned into a nation of consumers, not citizens,” said Hesse. “We need to make retailers and employers bring back the old social contract where if you work hard and give them full time, they have to treat you with some degree of dignity and pay you enough that you don’t need to worry about your basic needs all the time.”
# posted by Target Stores Suck @ 6:19 AM 0 comments
Wednesday, June 14, 2006
GIFT CARD SCAM
GIFT CARD SCAM
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I read about a scam on gift cards. Seems that people are collecting and taking away quantities of these blank gift cards, making note of the numbers on the cards and returning them to the shelf.
Every few days they phone the automated toll free number and inquire about the balances. When they find one that has been purchased and has a balance they use them with online orders.
I would assume that they have the merchandise sent to some bogus name at a mail receiving service or POB and not to their home address.
Sounds like a lot of work as I would think most people buying gift cards are doing it in moderate amounts ($25-50), but you can use multiple gift cards on a single purchase.
So if you hear of a complaint that there was nothing on some poor schnooks gift card and they can prove they did purchase one, this might be the reason.
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Wal-Mart Hit By Gift Card Scam
June 10, 2004
By Connie Thompson
SEATTLE - Thieves have found a way to secretly cash out your gift card before you have a chance to go shopping.
The biggest target so far is the nation's largest retailer: Wal-Mart.
We uncovered the problem after tips from local consumers.
Wal-Mart won't say much. A spokesman in Arkansas characterizes it as a "small issue in some pockets of the country."
But police are investigating, and if you use gift cards, you need to know about this.
"You think it's safe to give someone a gift card!" said Tami Kegley, who contacted us after she and her church group chipped in for a $150 gift card at a Wal-Mart in Bonney Lake. Tami had put the purchase on her credit card.
The shopping card, as Wal-Mart calls it, was a gift for a colleague.
"She loaded up her cart and took it up there and they said there was nothing on the card," she said.
The same thing happened to Carol Kent and her husband with a $25 card at the Wal-Mart in Puyallup.
Carol: "She said 'I'm sorry, but there's a zero balance on this.' And we're like, 'What?!' She ran it again and she said, 'No, I'm sorry. It's already been cashed out.' "
Carol's shopping card was purchased in Olympia, and days later, cashed out by a stranger at the Wal-Mart in Chehalis even though Carol still had the card.
"Here's my receipt," Carol points to the shopping card notation at the bottom which reads: "Shop card reception 0.00"
In Tami's case, her receipt shows the $150.00 card was activated at 11:32 in the morning, then cashed out three hours later in a another state!
"At a store in California," Tami explained. "He (the Wal-Mart employee) wasn't sure how it was being done, but he told me it had happened several times through that same store in California."
Wal-Mart acknowledges the scam, but for security reasons will not discuss details.
A corporate spokesman says the company, " is working with law enforcement at the highest levels possible, to rectify the problem and catch the people responsible."
As for making good on the stolen money?
"Well initially he told me that he really couldn't do anything for me," Tami Kegley says of the Wal-Mart employee she dealt with. "He said it was a corporate issue."
But Tami persisted, and got finally got the $150.00. Carol also got her money back.
"And they said they're working on it, and that there's been a couple memos on it throughout Wal-Mart," Carol said.
Wal-Mart won't go into how this is happening, but assures us it has extra security measures in place.
One other national retailer reports an isolated incident of the same scam in Michigan and the employee involved was caught.
Wal-Mart says if you learn your card has been hit, you should have no problem getting your money as long as you have the receipt to verify the transaction. The receipts record the exact date, time and code number of the card transaction, as well as codes showing where the cards were both purchased and redeemed.
====================
January 19, 2006]
Retailers on guard against gift card fraud
(Dallas Morning News, The (KRT) Via Thomson Dialog NewsEdge) DALLAS _ Now that holiday gift card givers have handed out billions in plastic presents, the scam artists are as busy as Christmas elves.
Gift card fraud _ be it a simple sleight of hand or elaborate techno thievery _ is on the rise, experts say. As the use of gift cards grows, so does their attractiveness to crooks. Consumers bought an estimated $18.5 billion in gift cards this holiday season, up 6.6 percent from 2004
Retailers and restaurateurs are working with trade groups, processors and law enforcement to spot and stop the latest scams without making the system too burdensome for legitimate consumers.
"Gift card fraud is a growing concern among retailers nationwide," said Joseph LaRocca, vice president of loss prevention for the National Retail Federation, an industry trade group.
"Gift cards are being used as mainstream currency among retailers, from fast-food restaurants to major department stores."
In fact, restaurateurs, although later to the gift card game than their retailing cousins, represent a rapidly growing group of gift card sellers.
Major retailers continue to dominate, with a 70 percent share of gift cards purchased.
But restaurants accounted for 12 percent of gift cards purchased in 2005, more than double the 5 percent reported two years before, according to First Data Corp., which processes electronic transactions.
Since so many gift cards are given during the holidays, January and February become prime months for gift card redemption, by consumers and thieves.
Experts describe gift card fraud as a small part of the overall $31 billion in retail "shrink." The catch-all term includes everything from employee theft to vendor fraud at retail stores, not including restaurants.
"When you look at that number, the gift card fraud losses that I'm aware of are minuscule," LaRocca said.
He and others said they've not seen solid numbers that can quantify the problem.
"There isn't a lot of good data," said Richard Hollinger, a criminology professor at the University of Florida who produces the annual National Retail Security Survey. "Companies have private data on the extent to which they're having a problem."
But many of those companies, wary of tipping off thieves and scaring off customers, are secretive about their fraud losses and prevention tactics. Several restaurant companies declined to comment for this article due to security concerns.
Experts said they see the problem as significant and growing _ and the thieves as increasingly sophisticated.
"Each of the various retail companies has investigative teams that are working on this," Hollinger said, adding that the FBI gets involved in cracking some scams.
Gift card fraud can take various forms _ and each presents challenges for the companies that get into the gift card game.
The easiest to pull off is the simple sleight of hand. The store clerk or restaurant server hands you a card that you think has value when it doesn't, then pockets the real card.
That fraud is harder for diners at sit-down restaurants to immediately detect because the card leaves their sight.
Increasingly, Hollinger said, gift card fraud is tied to organized shoplifting. Thieves steal merchandise and bring it back for a refund, sans receipt.
Many retailers now put refunds on gift cards, which can then be marketed via online auction sites.
LaRocca calls that "e-fencing."
That fraud affects retailers more than restaurants since consumers rarely return cheeseburgers.
But all industry segments are on the alert _ and on the offensive.
To fight back, retailers, restaurateurs and the transaction processing industry are stepping up monitoring of gift card sales and redemptions, in some cases requiring a manager's approval for a sale.
Others create extensive databases that key in on unusual transactions or patterns involving the same person or group.
"We track things, looking for strange activity," such as the frequency with which money is put onto a card and then taken off, said Andrew Robbins, president of Paytronix Systems Inc. in Cambridge, Mass., which helps restaurants run their gift card programs.
"We try to find the people who are doing that the most," he said.
People are going to find a way to cheat, said Tamara Jones, vice president of business services for Plano, Texas-based Metromedia Restaurant Group, speaking at a recent restaurant technology conference.
"But the reporting is such that you can narrow it down to the server," she said.
Concerns about thievery have not been enough to keep growing numbers of restaurateurs and retailers out of the game.
"Most often, they have a big concern up front about fraud, then when they start looking at the upside, it more than outweighs any issue about fraud," said Adam de Malignon, sales director for Gift Card Solutions, a Salt Lake City provider of paper and electronic gift products and services.
Merchants like gift cards because they can increase sales (consumers often spend more than the card's value), bring in first-time customers, build brand awareness and, if the customer registers the card online, serve as a marketing tool.
"I've seen ... (wariness) delay people, but they see there's too much money to be made," he said.
Gift card scams?
I've been hearing from people about how gift cards from businesses can easily be scammed, but I just don't see how that can be done. I mean, they're not activated until you buy them, and then they're just stored-value cards, right? Can you explain?
Well, I don't know that I want to get the reputation of being an expert criminal mastermind, but I did recently read about one ingenious method by which companies like Wal-Mart, Target and The Gap are encountering problems with their gift cards.
The key is that gift cards each have a unique serial number in the magnetic strip and then the gift card management system uses a centralized computer to track outstanding balances and usage.
Without any scams involved, it works great and if you know the unique ID number of your card, you can even call up and report it stolen, without losing any of the remaining balance.
The problem arises when you realize that small handheld mag-strip scanners are inexpensive and easily acquired. Now imagine this: a criminal has one of these devices in his (or her) pocket and walks into a store that offers these plastic gift cards.
They grab a big handful of cards as if they're a big spender, wander into a quiet corner (or a dressing room), then quickly scan each and every card to record their unique ID numbers. Then they're done with the cards so they put them back on the display or leave them on a shelf for an unsuspecting employee to put away.
Now that afternoon you innocently traipse into the store and pick up one of these tainted cards, "charging it" with $500 for your sweetie.
That's where the problem arises. The criminal can easily buy a gift card and charge it with $5, then reprogram the mag strip to match your card ID number (which they'd previous scanned and stored) and merrily shop until your balance goes to zero.
Now, how would they know when your card is activated and how much is left on it? Because all of these stores that offer plastic gift cards also offer a system where you can check your card balance via telephone with just the ID number. Every 4-5 days the criminal checks the balance on their stack of card IDs, and once one goes golden, they either start shopping or, worse, perhaps offer it for sale on a site like eBay.
Either way, I'm not sure that I'd be purchasing plastic gift cards for any of my friends with this sort of exploit so relatively simple. There are better and safer ways of sharing your affections.
# posted by Target Stores Suck @ 6:29 AM 0 comments
Tuesday, June 13, 2006
Employee Theft Recovery Article
Shoplifting and Employee Theft Recovery Up Last Year
From Melody Vargas,Your Guide to Retail Industry.FREE Newsletter. Sign Up Now!
17th Annual Retail Theft Survey
More than 750,000 shoplifters and dishonest employees were apprehended last year by just 27 U.S. retail companies, according to the 17th Annual Retail Theft Survey from Jack L. Hayes International. While both shoplifting and employee theft recovery and apprehensions were up, these same retailers still lost over $4.7 billion to shrink.
"The losses are staggering and continue to amaze us, especially the shoplifting statistics over the past several years", said Mark R. Doyle, President of Jack L. Hayes International. "Both the number of shoplifters apprehended and the dollars recovered from those apprehensions increased for the fourth straight year. On the internal theft issue, both the number of dishonest employees apprehended and the dollars recovered from those apprehensions increased in 2004, reversing a 3 year trend."
Key Findings from 17th Annual Retail Theft Survey
Source: Jack L. Hayes International, Inc.
Retail Theft Survey Participants 27 large retailers with annual sales of $441.4 billion, employing over 1.7 million employees in 12,908 stores across the U.S.
Total Apprehensions Increased Last Year Total apprehensions of both shoplifters and dishonest employees in 2004 increased 4.78 percent to 752,629 from 718,264 the prior year.
Total Dollar Recovery Increased Last Year Total dollar recoveries from apprehended shoplifters and dishonest employees exceeded $112 million. This was an increase of 3.26 percent over recoveries in 2003.
Shrinkage Loss and Recovery Only 2.74 percent of total retail theft losses resulted in a recovery. For every $1.00 recovered by the surveyed companies, $36.47 was lost to retail theft.
Shoplifters For the fourth straight year, the number of shoplifters apprehended and the dollars recovered from those apprehended shoplifters increased. Last year, 689,340 shoplifters were apprehended, an increase of 4.86 percent over the prior year. The retailers recovered $70.0 million from those apprehended, up 1.61 percent over 2003. In addition, the dollars recovered from shoplifters where no apprehension was made also increased by 4.86 percent. This is the 8th consecutive year of increases in recoveries without apprehension.
Employee Theft Of the retailers surveyed, one in every 27.8 was apprehended for theft from their employer in 2004. Both the number of dishonest employees apprehended and the dollars recovered during those apprehensions increased last year. The retailers recovered $42.4 million, an increase of 6.10 percent, from the 63,289 dishonest employees apprehended, and increase of 4.01 percent over the prior year. The increase reverses a 3 year trend of declining employee theft recoveries.
Case Value On a per case average, dishonest employees steal approximately $671.03, which is 6.6 times the $101.60 stolen by shoplifters. Last year, the average case value of recoveries from shoplifters dropped $3.25, a decrease of 3.1 percent. The average case value recovered from employee theft rose by $13.25, an increase of 2.01 percent in 2004.
According to Jack Hayes, "Shoplifting and employee theft are serious crimes which continue to plague retailers and have a serious negative effect on their bottom-line profits. These crimes continue to hurt our economy, costing consumers higher prices at the cash register, and causing a loss of jobs when retailers are forced to close stores or even go out of business."
# posted by Target Stores Suck @ 6:39 AM 0 comments
Monday, June 12, 2006
Target v. Handicapped!
I found this on another blog site and reproduce it here F.Y.I., I have no idea if the matter discussed happened or not but you can read and decide for yourself. (Note: Not responsible for strong language in this post):
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Mon 11 Sep 2006 Target Targets Handicapped, We Target Them
Digg this story.
Let's just cut straight to the point: Fran, store manager of the Target located at 1245 Bald Hill Rd. in Warwick, Rhode Island? She's a cunt.
If that seems harsh to you, we can only say we wish there was a word in the English language that was even harsher.
Reader Lexi H. wrote us in with an absolutely appalling tale about how her elderly, handicapped mother was treated by Fran at the local Target. Her mother — a plucky old gal who requires oxygen and a wheelchair — was puttering around the Warwick Target in one of the electric handicapped carts when the battery died.
Lexi and her mother understood: these things suck, but they happen. What shouldn't happen is for the manager of the store to then rush out to verbally abuse and publicly embarrass an elderly, crippled old woman. Yet that's just what did happen.
We're fucking spitting mad over this one. In fact, we're putting out the call. We want you to read Lexi's story and then call Target to complain. Don't be rude, don't be a jerk, but we want you to call Target, mention Fran by name and register your disgust with a company that would treat any patron — let alone someone's sweet, wheelchair-bound mother — so completely inhumanely.
The Warwick, Rhode Island telephone number is (401) 821-0121. Corporate HQ seems to be 800-591‑3869 (don't press or say anything to get a human). Mention the store name, address and Fran by name.
And while you're at it, mention that Peter is a great Target employee, and should get a ribbon, if not Fran's fucking job.
Read Lexi's email, after the jump:
==========================
I am writing about a truly disturbing experience I had today at the Target store located at 1245 Bald Hill Rd. in Warwick, RI. My mother uses oxygen and a wheelchair, and it is hard for her to get about and go shopping. Today as a special treat, we decided to go to Target. We arrived at the store at about 12:30 pm, and I dropped her off at the door, and went to park the car. When I got inside the store, she was standing inside looking for a MartCart, one of the electric carts that most big box stores have to make shopping possible for handicapped patrons. There wasn't one available, so we went and ate lunch in the cafe and waited until one became available. A patron who was using it left, and my mother got in it and we entered the store itself. About 20 feet into the store, the battery on the cart died. I went back to the front of the store where the carts are kept, to see if another MartCart had become available. While I stood there, a friendly and helpful employee named Peter came over to ask if I needed assistance. I must add here that Peter seemed to be mentally disabled, which in no way was a problem or an issue at all- he was delightful and very kind during the horrorshow that our visit became.
I told Peter that the battery in the MartCart had failed, and he walked with me to where my mother was sitting in the dead cart. He looked at the cart, and agreed that the battery had died. He was about to say something else, when from about 25 feet away, another Target employee began yelling "Is there a problem?" Peter walked toward the yelling woman, to explain what had happened. Meanwhile, she began walking towards us. I noted that her nametag said Fran.
As she approached, she continued yelling. Peter was telling her that the battery had died, and she approached my mother and I by yelling (quite literally yelling) "I don't know what you want me to do, I can't shop for you." My mother said quietly that that wasn't what she wanted at all, but Fran cut her off by yelling again "There's nothing I can do for you, what do you want?" My mother said "I am not deaf, please stop yelling." Fran lowered her voice fractionally, and said again "I can't shop for you."
At this point, Peter, who as I say was differently abled but with a heart of gold, said that the cart needed to be charged. Fran ignored him and very aggresively and loudly said "I don't have a wheelchair, what do you want me to do, push you around in that?" pointing at the non-operative cart. My mother looked shaken, and said "It is humiliating enough to need help to shop, please stop talking so loudly." Fran's yelling was, in fact, attracting interested stares from other shoppers.
Peter again said that the cart needed to be charged, and I asked him how long that took, hoping to somehow salvage the day. He said it takes 7 or 8 hours to fully charge the carts, adding that it was usually done overnight. I said then, "Well, how long does a full charge last? It's just past noon, how many people can actually use it if it takes 8 hours to charge and only lasts till noon?" Peter replied that he didn't know how many trips around the store the cart could make on one full charge, but that it had not been plugged in earlier. At this, Fran began haranguing Peter, saying that the cart had been fully charged and had been plugged in that morning. He started to say again that it had not, and she cut him off yelling (again) that it had been charged, and that she didn't know what we wanted. He looked very distressed, as I think we all were, and I said to my mother who looked on the verge of tears "Let's go." She nodded, and I removed from the cart the few items (from the rack immediately inside the store) that we had chosen. I went to put them on the shelf, and Fran snatched them out of my hand. I said to Peter "Thank you," and then to Fran "You've very unpleasant, and I will be writing to the manager." She said again, aggresively, "There's nothing I can do." She did not, at that point, tell me that she was the store manager. I helped my mother to the door, which thankfully was only about 20 feet away, and ran to fetch the car. My mother and I left the store.
In the 8 years that my mother has been disabled, never have I seen anyone treat her in such a way. Fran's behavior was so shocking that I am still shaking with disbelief. Not only was she aggressive and abusive, she was mocking and seemed to think that if you have one disability, you probably have another, given that even after my mother pointed out that she was not deaf, Fran kept yelling at her. Fran's treatment of her employee, Peter, was similarly astonishing. At no point in this ugly experience did Fran apologize for the store's lack of handicapped accomodation, or make any effort in the least to be pleasant, conciliatory, or even simply humane. She seemed in fact to be angry and aggrieved to have to deal with a customer of different needs. I have never met anyone who seems to get their kicks by abusing the handicapped, and I am more disturbed than words can say. That my mother should be a one time target of Fran's abuse is horrifying to me, but upon further reflection, that her employees are treated in such a disparaging manner is equally disturbing, especially considering that Target receives public recognition for their diversity of staff.
I took my mother to WalMart, where she had her choice of 4 MartCarts, and we did some shopping. The moment I got home, I called the store, and asked to speak with the manager, as I had a complaint. I was transferred to a woman named Coila, and told her what had happened. She seemed horrified, and sounded aghast. I asked her if I could have Fran's last name, as I wanted to write to the corporate headquarters as well, and wanted to make sure that no other Fran would be involved. Coila told me that she couldn't tell me Fran's last name, and then she told me that Fran was the store manager. I think I stopped breathing for a minute. Coila then gave me the guest services phone number, and I spoke with another helpful employee named Evie, and told her of the distrubing experience.
I cannot adequately express the horror I feel at what happened this afternoon. It was truly one of the most upsetting experiences I have ever had, to stand helplessly by as my wheelchair bound mother and a mentally challenged worker were verbally lambasted by a yelling woman, the public face of a major corporation. I have always enjoyed shopping at Target, as has my mother. As I am sure you understand, going out to Warwick and going to Target is always something of an expedition for us, but it has always been an enjoyable experience. What happened today was so deeply disturbing, and I felt compelled to write this letter to let people know about the situation at the Warwick RI Target store.
read more:
Comments
homerjay says:
I started reading this email thinking "There's got to be more to this story. There's always two sides." Now I'm thinking that this woman is simply a total bitch (Fran, I mean).
Still, I think its a little unfair of you to blame Target as a whole. its not as though they have poliicies in place to discriminate. They just hapeen to have one psycho working there that shouldn't be.
Lastly, I REALLY hope for Peter's sake that he actually IS handicapped, because if he isn't his friends and coworkers are going to have a FIELD DAY with this email.
09/11/06 07:57 AM
John Brownlee says:
Target is, de facto, responsible for the behavior of its employees. Fran is a paid, managerial representative of Target. If they don't stand by what they did, they can make that clear.
09/11/06 08:05 AM
Jesse McBesse says:
Homer - I thought the exact same things about Peter!! ha.
Get ready, Fran, cuz I'm SO calling your ass today...
09/11/06 09:03 AM
homerjay says:
oh absolutely, but don't blame Target YET. Give them a chance to react first.
09/11/06 09:10 AM
Brianron says:
***DEVIL'S ADVOCATE ALERT***
Along the line of what Homerjay wrote, there are two sides to every story. Unlike the now-infamous Vinney Ferrari call, we have no information regarding this incident other than Lexi's version. Let's assume for the moment that what Lexi wrote is not wholly truthful and is greatly exaggerated.
Then you have given your readers the telephone numbers to call to further an exaggerated or false complaint about Fran. This will create a lot of problems for Fran, and potentially create some bad publicity about your blog.
I don't know if Lexi's version of events is accurate or not. But, in my experience, workers do not usually just immediately go ballistically mental for no reason. I have a suspicion that Lexi and/or her mother may not have been as polite as she has described. This would not excuse impolite behavior, but it would put it in a different light.
09/11/06 09:11 AM
boy says:
I've worked a customer service job or two in the past, and I quickly learend you NEVER treat a customer that way, unless they're threatening bodily harm or breaking the law in a serious way.
I highly doubt Lexi or her grandmother did either of those, so there is absolutely no excuse for Fran's behavior. Fran's side of the story doesn't matter in the least.
No matter what, I'm taking bets that by the end of the week fran = fired. I have faith in Target doing the right thing.
09/11/06 09:25 AM
Ran Kailie says:
What I would suggest that people put in a complain to Target is that they should investigate the allegations, because if this did happen its very serious.
I've shopped at target for several years now, and while I have experienced the occasional disinterested staff member I've never had anyone who was rude, even when I had a 8 year old with me who upon trying clothing on in the dressing room broke out in hives. Staff then was very helpful and pleasant, the manager even GAVE me a tube of benadryl cream for her.
But I think if this story is to be verified then perhaps the other employee involved, Peter should be spoken to for his side.
But I will definately file a complaint with Target in hopes that will react to this, but I also already feel Target does quite a bit to promote a welcoming feeling to everyone shopping in their stores.
09/11/06 09:27 AM
John Brownlee says:
Let's suppose for a second you're correct, and that completely reasonable sounding Lexi and her invalid mother are, in fact, gorgons from hell. Does that still justify the treatment she got? Does that make the complaint of Target not helping a crippled woman ring any less true?
We're not telling people to boycott Target, or blow up Fran's car. We're telling them to call, complain and let them know exactly what they heard.
On our part, we get hundreds of complaints a week. We've got a pretty good bullshit detector. Lexi's story has none of the delusional self-justification of some of the rants we've seen and called out. We have no reason to disbelieve her. Her email sounds calm, rational, articulate and hurt. Emails that trip our bullshit detector are none of those. If Lexi's experience is wildly different than she claims, I would be amazed.
What you seem to be claiming is that we shouldn't be outraged by companies when the evidence is anecdotal, or aim to do something about it.
Look, you guys aren't fucking sheep... if you read it, think there's some other interpretation, then hell, or we're off base, hell, don't call. But there's zero reason to believe Lexi is lying here. And if she isn't lying, she and her mother deserve, at the very least, some sort of apology for what happened. Call us cynics, but we've been doing this long enough to know that apology basically never comes unless it goes public and people get loud enough.
09/11/06 09:34 AM
DeeJayQueue says:
lets take a couple things into account, but with a grain of salt:
1. I don't see a date as to when they were shopping, but I'd assume it was within the past week or so. This is Back To School time, which for a retailer like Target is second only to christmas in it's insanity and level of stress for the employees.
Imagine (literally) thousands of kids screaming around in the store looking for that one elusive thing that the teachers all say they NEED to have or else they can't learn right. Imagine the self-entitled soccer moms and dads getting all huffy and puffy with the staff and management "What do you MEAN there are no more erasermates left? How will little bobby WRITE with no ERASERMATES???" It's a tremendously stressful time all around.
I'm not saying this excuses Fran's behavior at all, but it may shed some light on the reason her fuse was so short. You don't get to be the manager of a store like that without having gone through a few of these battles, but everyone has a breaking point.
2. As mentioned above, all we have is one side of the events, and of course it's going to be painted as "we were totally innocent and this chick was a cunt." She was probably pretty rude, and that's not excuseable, but it's still probably not the whole story.
09/11/06 09:49 AM
Magister says:
Devil Advocate again - When was the last time you read a consumer complaint where you heard the complainant admit they might have asked for a little too much?
She might only be writing what she remembers. She might have asked for another cart, then when rebuffed, said 'What are we supposed to do now?' That could have started the manager off by saying there was nothing I could do.
Now if our letter writer was already upset, she would take that much harsher than someone not involved in the situation. It is entirely possible this is a case where TWO parties got a little heated when they didn't need to.
Or imagine if our little slow helper said to the manager 'They seem really mad' or something stupid like that. That could also start her.
Do we assume all the evidence presented is 100% true? Nope, we never should.
Lots of knee jerking on this site.
09/11/06 09:49 AM
castlecraver says:
Not too harsh. We Americans sorely underutilize that wonderful c-word.
09/11/06 09:49 AM
Pelagius says:
I'm with the "two sides to every story" crowd and think some effort should be made to contact Fran to hear what she has to say before a jihad is launched on her.
09/11/06 09:51 AM
Greg P says:
This comes hot on the heels of the ADA v target.com suit being allowed to proceed.
http://sev.prnewswire.com/multimedia-online-internet/20060...
09/11/06 09:59 AM
Pelagius says:
I have to side with the "two sides" crowd here. Some effort should be made to contact Fran and hear what she has to say on this before a fatwa is issued. But I s'pose that's the key difference between blogging and journalism.
09/11/06 10:00 AM
mfergel says:
I find it highly unlikely that a manager simply walked up and started complaining/yelling to customers. Sounds like a he said/she said scenario expect that we haven't heard the other side of the story.
Personally, I'd rather hear it from Peter's point of view.
09/11/06 10:07 AM
John Brownlee says:
Ben's calling her now. Not sure we'll get anything out of it, but you never know.
09/11/06 10:11 AM
Ben Popken says:
Fran's on vacation. The operator "doesn't think Peter can help me" and manager Matt says all reporter requests have to go through corporate. He "put me on hold" to find their number and hung up on me. Meh.
09/11/06 10:22 AM
Brianron says:
John Brownlee:
Your call
The point isn't that this activity, if it happened as Lexi described, should go unpunished -- it shouldn't. And if it is anywhere close to what she described, Fran should be fired. The point is that it should be investigated rather than there being a rush to judgment based on "mob rule" led by one side of the issue.
It is one thing for your blog to present these anecdotal incidents to show what has happened and how the corporations do or do not respond (i.e., AOL). And it is quite another thing for you to rally the troops to become actively involved. After all, rightly or wrongly, Fran's job is in the balance.
09/11/06 10:31 AM
Ben Popken says:
Reached Matt, got a number for a corporate relations person, left a message with her.
09/11/06 10:36 AM
Triteon says:
I agree with hearing both sides, right up until one side chooses not to respond.
09/11/06 10:42 AM
Ben Popken says:
Posting audio shortly.
09/11/06 11:02 AM
AcilletaM says:
1. I don't see a date as to when they were shopping, but I'd assume it was within the past week or so. This is Back To School time, which for a retailer like Target is second only to christmas in it's insanity and level of stress for the employees.
OK, devil's advocates, this being true, don't you think this isn't the time for a store manager to be on vacation?
09/11/06 11:11 AM
Yep says:
It's Rhode Island. Everybody yells here. That and tailgating at high speed are state-wide pastimes.
09/11/06 11:13 AM
AcilletaM says:
Can't wait, I have my pitchfork and torch at the ready!
09/11/06 11:14 AM
puffermedia says:
I live in RI, and have actually shopped at this Target (though I try to avoid this strip of road lately - mega-store, strip-mall hell!). To those of you who doubt this: Unfortunately, these kind of shrews (both male & female) are not uncommon in RI; a sort of undeserved discontent that seems to be pretty common around here, where everything is a huge hassle, and everything is a reason to complain. But this is just beyond the pale. Chances are, I'll let them know I will avoid their store unless this piece-of-work is demoted to the person who chases shopping carts in the parking lot (and it's a huge lot! on an incline!).
09/11/06 11:14 AM
Rectilinear Propagation says:
Unless Fran comes back with a version that's very different from what's in Lexi's e-mail, I doubt hearing her side will change people's opinion very much.
I will agree that we should be more careful when it comes to acting on information about individuals (as opposed to companies) since it could mean someone getting fired instead of just having to give out a coupon and an apology.
09/11/06 11:16 AM
Mary Marsala With Fries says:
I think the Devils' Advocates are missing the point: Of course there shouldn't be a jihad declared against Fran -- and there won't be by us; nobody's talking about going to Warwick and setting Fran on fire here. It would be her employer who chose to take action or not, and they should absolutely investigate first.
But, should we, the general public, raise a horrendous stink until said employer agrees to investigate and do the right thing? Hells yes. Let's not forget that this is corporate America, folks; sitting quietly and leaving it up to the suits is tantamount to surrender. Target should do something about it, and it IS our job to make them.
-M
09/11/06 11:26 AM
Kishi says:
But, in my experience, workers do not usually just immediately go ballistically mental for no reason.
I've worked for at least one manager who has, and frequently did, go ballistic on customers (and employees and vendors) for very, very minor reasons. Hence why I don't work for her any more.
09/11/06 11:40 AM
cooper says:
surely "vacation" = admin leave.
09/11/06 11:48 AM
christy says:
Even without hearing the other side of the story, I am hard-pressed to think of a reason for a store manager to say "I can't shop for you!" no matter the provocation.
And that phrase in particular seems like an odd thing to make up, if Lexi was indeed fabricating a story.
My bets are on Fran being a cunt.
09/11/06 12:02 PM
woodenturkey says:
"I find it highly unlikely that a manager simply walked up and started complaining/yelling to customers. Sounds like a he said/she said scenario expect that we haven't heard the other side of the story."
WHAT!!! Have you ever worked in retail before, I have seen managers do alot worse than this. Just because someone scanned barcodes long enough to get promoted that doesnt mean that they have the brain power to be a good leader / communicator. And saying that the Back to school crowd of kids was a stresser might be the cause is BS, what does she do a Christmas? Shoot kittens? If you cant handle the stress that comes with a high volume of customer in a short period of time GTF out of Target and lick envelopes.
09/11/06 12:10 PM
mfergel says:
>>
Yeah, I've worked a lot of retail and typically, it's the employees that receive the brunt of bad managers with the majority of managers telling the employee to do the dirty work,.....in this case, Fran telling Peter to tell the customer that "We can't do your shopping for you."
For me, honestly, if granny is in such bad shape, why wasn't she traveling with, at the very least, her own wheelchair. What if there had been no motorized carts at Target that day? I've got nothing against people in wheel chairs or oxygen tanks (my Grandfather was in the same situation before he passed away last year) but too many people EXPECT these things. If in fact this happened, yeah, Fran does have some issues, but along the same line.....what did this women want Target to do?? Peter had already told them that it would take 7 hours to recharge.
Oh, and I hate it when people drop people off at the front door.....that's why the handicap space is up front.
09/11/06 01:00 PM
Mike Smeen says:
I'll agree that both sides should indeed be investigated. But the fact of the matter remains that in retail, it is your job to put up with customers. Even if the customers were rude, the customer is "always right."
As a retail manager, your job is basically damage control for when these things predictably happen with your salespeople and cashiers. You need to be setting an example for how to deal with even the most irate customers.
09/11/06 01:31 PM
Ben Thoma says:
After reading all of the comments, I called the store to log a complaint. It does seem that Fran is a store manager, so I was directed to Target's Guest Services hotline which was 800-440-0680, where a nice rep. took down all of the information and gave me an incident number.
Hopefully, the incident will be investigated further. With the limited time I've worked in retail, I know that even if the customer is wrong about something, you definitely want to work with them, as opposed to letting your emotions override your customer service. Even if Lexi were throwing a fit, the counter-response should never be yelling.
09/11/06 02:19 PM
etinterrapax says:
This sounds to me like another one of those instances when a manager failed to consider what her actions would sound like when relayed to a third party. I don't think it's an unreasonable customer expectation for there to be appropriate and functional devices to accommodate disabled patrons. I would think it unreasonable if a customer, upon finding that there were not such devices, demanded that management (or even an an associate) shop for her. However, it doesn't sound as though this happened, and moreover, it would not be completely unheard-of for an associated to provide that kind of assistance. I did it more than once when I worked for HellMart. It comes down to providing reasonable alternatives, not standing there like a buttmunch and saying things like, "I don't know what you want me to do," and "I can't do that." And it doesn't sound like it even crossed Fran's mind to do that.
09/11/06 02:52 PM
SecureLocation says:
Maybe the manager got to believing Target's hype and thinks she works at an exclusive, upscale boutique (the kind where customers like being abused) and not, you know, K-Mart with a bigger ad budget.
09/11/06 05:19 PM
Plasmafire says:
Maybe it was her time of the month....
But that's still no excuse for her behaviour.
09/11/06 08:24 PM
breaker says:
This story seems almost too one-sided. I think it is extremely unlikely that the store manager would run up to a disabled customer in a wheelchair and start accosting her for all to see. And then she accosts her mentally challenged subordinate worker who was an absolute angel? What did she do next, pull a live puppy out and punt the thing across the store? I think we need to hear a 3rd party's account of this or at least the other side of the story.
tips@consumerist.com
# posted by Target Stores Suck @ 6:39 PM 0 comments
Another Reason Why Target Stores SUCK!
Salvation Army Miffed at Target
Valerie Hoff Reports
Reported By: Valerie Hoff
Web Editor: Ian Stinson
Target is turning away non-profits because too many have asked to solicit donations at the stores.
The Salvation Army's bell-ringers have often been seen outside Target and the chain's competitors. They bring in $8.8 million a year in donations.
Now, Target stores are turning the Salvation Army away. Target stores were not available to comment on camera, but in a written statement said the following:
"If we continue to allow the Salvation Army to solicit, then it opens the door to other groups that wish to solicit our guests."
It also said Target donates more than two million dollars a week to various communities.
# posted by Target Stores Suck @ 10:09 AM 0 comments
Sunday, June 11, 2006
Links to other sites that may interest you:
Below are links for various sites that might be of interest.
You might want to highlight/copy and take the whole list to your own computer file.
===========================================================
29 Page 'Is Wal Mart Safe' - Crime Report -
http://www.walmartcrimereport.com/report.pdf
A Target Site, but only 100 members -
http://bullseyebb.awardspace.com/index.php
Anti Wal Mart Site w/11,000 Users -
http://www.wallyworldsucks.com/
Anti Wal Mart Site, 4500 members -
http://www.walmart-blows.com/forum/index.php?sid=b934681dc89ad9f7a0384e21afb6b7ff
Anti Wal-Mart message board w/8 pages of links -
http://groups.msn.com/ABUSEDBYWALMART/home
Anti Wal-Mart Site -
http://www.walmart-blows.com/forum/index.php?sid=b934681dc89ad9f7a0384e21afb6b7ff
Anti Wal-Mart Site - Worth a Look -
http://walmartwatch.com/
AP/LP Site -
http://www.retailspy.com/
Attorney for Target Stores - Ms. K L Bundy -
http://www.faegre.com/lawyer_bio.aspx?pid=7371
Consumer Site - Look up your least favorite retail chain and see the complaints! -
www.badbusinessbureau.com
Consumer Site w/radio show has various message boards for complaints, based in Atlanta
http://www.clarkhoward.com
Find Out How Unions Rip You Off -
http://unionfacts.com/
Forums for 15+ retail chains, 27,000 Users -
http://www.retailworker.com/
Gen. Consumer Comp. site w/250+ Target complaints -
http://www.my3cents.com/
Great Retail Industry Site - Take a Look! -
http://retailindustry.about.com/od/lp/a/bl_hayes_theft.htm?rd=1
message board for those who have worked at Target -
http://finance.groups.yahoo.com/group/TargetSucks/?yguid=262065473
Site has 16+ forums for retail stores, an active site -
www.retailworker.com
Target as bad as Wal-Mart? You decide! -
http://www.alternet.org/workplace/35610/
Target Attys Cease & Desist Order for Directives -
http://www.retail-worker.com/documents/20060727.target_cease_and_desist.pdf
Target Employees' Web Site -
http://www.targetunion.org/
Vetrans Against Target Policies -
http://www.uppins.com/target.html
Wal Marts Approach to Shoplifting -
http://blog.wakeupwalmart.com/ufcw/2006/06/walmarts_latest_1.html
Want To Know Your IP Address?? -
http://www.lawrencegoetz.com/programs/ipinfo/
Web Site w/ forums for various retail chains, not very active, few members -
http://www.retail-worker.com/forum/index.php
29 Page Wal-Mart Crime Report
http://www.walmartcrimereport.com/report.pdf
# posted by Jeff @ 3:41 PM 0 comments
[img]http://img168.imageshack.us/img168/5215/targetsiggb1.png[/img]
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