I’ve worked several retail jobs in my lifetime. The first thing they teach you is how to act during a robbery. For instance, at a certain chain bookstore, they tell you not to look the gunman in the eye, and simply inform him or her that you can’t open the register without first scanning a purchase. Can you imagine? “Sir, if you would kindly hand me a Godiva chocolate bar that I can scan. Thank you. And are you a member of our rewards program? Kidding, of course.”
You also weren’t allowed to stop anyone from stealing. You could call the police, but you couldn’t ask to see a bag or yell at them even if you witness the shoplifting. All you can do is say “How may I help you?” as they leave with piles of stuff. The customer is always right, even when they decide your products should be free.