I work retail in the US. It’s not just some meaningless “policy”; it’s drilled into us that we shouldn’t obstruct a suspected shoplifter, confront them, or even politely ask if they have a receipt. People who try to intervene are putting themselves and others at a bigger risk than they realize. What she did was a MAJOR no-no.

Companies have decided that the loss of profits from shoplifting are negligible compared to the risk of a lawsuit or worker’s comp due to an injury. Plus, for all I know, the shoplifter has a weapon and/or untreated mental disorders. I am neither qualified nor paid to deal with that.