How should supermarkets verify theft suspicions respectfully?

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Supermarkets should verify theft suspicions using evidence-based steps that avoid public humiliation and unnecessary disclosure of medical information.
In the Selayang case involving a shopper who was 38 weeks pregnant, the alleged accusation was tied to the “shape” of her baby bump rather than any item being seen taken. The couple said staff asked them to produce the shopper’s maternity record book, known as the Pink Book, and to show her stomach, while they waited for almost 20 minutes in a public area; no stolen items were found and staff later apologised.
Suspicion should be grounded in what staff actually observed, not appearance
The cashier in the account said she had not witnessed the shopper taking anything, and the suspicion was described as arising because the stomach “didn’t look like a pregnant belly” and seemed like it was “hiding merchandise.” In practice, verification starts with concrete observations about theft, rather than assumptions based on body shape or clothing.
Requests should be limited and handled privately, especially when medical records are involved
The alleged process included asking for the Pink Book to prove pregnancy and asking the shopper to show her stomach, which raised privacy concerns because the Pink Book contains sensitive personal medical information. Where personal medical documents are involved, retail staff generally should avoid treating them as an identification substitute for non-medical personnel and should keep any such handling out of public view.
Customers should not be publicly accused while evidence is being checked
The couple reported being left waiting for almost 20 minutes in a public area while staff contacted a supervisor, with other shoppers looking on. Even when staff contact a supervisor to review a concern, the matter should be handled in a way that does not expose a customer to onlookers before there is any confirmed evidence.
If no items are found, the response should be de-escalated and the concern closed clearly
The account states that no stolen items were found and staff later apologised, while the husband said the incident was still about more than an apology. A respectful verification process therefore includes ending the matter once there is no evidence, rather than continuing to treat the customer as if theft has been established.

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How should supermarkets verify theft suspicions respectfully?

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