● Remain calm at all times. ● Do not resist or make sudden movements. ● Do not pursue the assailant. ● Open the cash drawer by scanning a product (without alerting anyone). ● Call 911, CASE, and your Field Manager. ●Do not hand over videos, do not speak to the press, and do not reopen the store without authorization.
Immediate actions:
● Use the fire extinguisher only if you are within 2 meters of the fire. ● Evacuate the store in an orderly manner. ● Call the Fire Department and notify CASE. ● Make sure fire extinguishers and exits are not obstructed.
Immediate actions:
Immediate actions:
● Stay alert and observe changes in the environment. ● Monitor entrances, aisles, and team safety. ● Immediately inform your Field Manager. ● Close access points if instructed, to protect customers and employees.
Stay alert for any unexpected situations. Remain in your work area. Invite customers to visit another MercaDía store if necessary. Call CASE and the power company (record the report number). If necessary, close the store during the outage and report it to the Field Manager. After power is restored, verify that the CCTV system is working properly.
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Close the main gas valve. Ventilate the area. Evacuate the store. Call 911 to request assistance from the Fire Department and Civil Protection. Immediately inform CASE and your Field Manager.
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Each store will have a physical copy of the protocol to follow, depending on the situation.
Objective Prevent the sale of alcohol and tobacco to individuals under 18 years of age and comply with the law.
Main Rules ● Ask for identification if the customer appears to be underage. ● If the customer does not present an ID (INE / passport / driver’s license) → NO SALE. ● Opening or consuming alcohol or tobacco inside the store is prohibited. ●Close coolers during restricted hours.
Sales Hours Mon–Sat: 9:00 a.m. – 10:00 p.m. Sunday: 9:00 a.m. – 6:00 p.m.
Consequences ● High fines ● License suspension ● Immediate termination