Self-checkout

In self-checkout systems, the customer is typically required to:

• Scan product barcodes where these exist
• Weigh products (such as fresh produce) without barcodes and select the variety on a touchscreen display.
• Place all scanned items into a bagging area. The weight observed in the bagging area is verified against previously stored information to ensure that the correct item is bagged, allowing the customer to proceed only if the observed and expected weights match.

There is normally at least one supervising staff member who will assist customers when required, authorise the sale of age-restricted products such as medicines, alcohol, knives and tobacco, remove or de-sensitize electronic article surveillance devices, and provide additional loss prevention and customer service.[9]

Scanning while shopping

"Scan It" kiosk at Giant Food store.

An alternative system (self-scanning) consists of a portable barcode scanner that is used by the customer to scan and bag items while shopping.[10] When the customer has finished shopping, the scanner is brought to a checkout kiosk, where the information from the barcode scanner is downloaded to the kiosk, usually in conjunction with a customer loyalty card. The customer pays and receives a receipt at the checkout kiosk. The integrity of the system is maintained through the use of random audits or RFID. Stop & Shop uses handheld scanners or mobile phone apps for its "ScanIt!" as-you-go system for customers who want to use it.[11]

The Walmart-owned warehouse club, Sam's Club, allows customers to download an app and scan items into their cart using a mobile application.[12] In summer 2018, Walmart China launched its Wechat-based "Scan and Go" program, allowing customers to scan items into their carts without downloading another mobile app, while paying through Wechat Payment or Alipay. The "Scan and Go" program carried 30% of all payments made in Chinese stores, and even improved sales in certain markets by 10%.[13]

In December 2016, Amazon announced a brick-and-mortar store in Seattle under the name Amazon Go, which uses a variety of cameras and sensors in order to see what customers are putting into their shopping bags.[14] The customers scan a QR code when they enter the store through a companion app, which is linked to their Amazon.com account.[15] When the customer exits the store, the items in their bag are automatically charged to the account.[16]

One benefit to the retailer in providing self-checkout machines is in reduced labour costs: one attendant can often run four to six checkout lanes with the work of the cashier now being assumed by the customer. The size of a self-checkout machine is also smaller than a traditional checkout operated by a cashier; thus, a store can save space, which could be used for more shelves, display cabinets, or additional checkouts.[28]

Costco began to institute self-checkout screens for their food courts in 2021 during the COVID-19 pandemic, allowing the food court's kitchen staff to focus solely on food preparation and service. The system requires payment via debit or credit card, ending the need for customers to exchange paper money or coinage with those employees, a potential vector for disease transmission.

Customers who do not want to interact with the cashier can use the self-checkout. Systems which allow payment through mobile payment or a digital wallet system allow the customer to purchase their items without having to touch any part of the system, outside the bagging area, though if they utilize returned reusable bags, it can be a completely touchless experience.

Self-checkout can also sometimes be faster than using a cashier lane. This can reduce the length of checkout lines and wait times.[29] In a 2014 survey by NCR, 42% of customers said they liked the convenience of self-checkout, while 39% said it was faster than the cashier-assisted line. 90% of those surveyed responded as being users of self-checkout, with 7% of respondents saying they will always use self-checkout regardless of store lines and number of items. Respondents in Italy and Australia said they "always use self-checkout" at a rate of 13% and 9% respectively.[2]

One advantage is that self-checkouts can, if the necessary investment is made, provide a partly multilingual service. (It cannot be fully bilingual unless the goods themselves are labelled in all the relevant languages, which is often not the case.) For example, Tesco's Welsh stores which can serve customers in Welsh,[30] whereas finding enough fluent Welsh-speakers as staff can be difficult because in some areas only a small proportion of local people have Welsh as their first language.[31]

A 2021 report by Raydiant found that 67% of users have experienced at least one failure of a self checkout system. 25% said they would avoid self checkout because of prior bad experiences or slows. 65% worry about cleanliness.[32] Many customers experience frustration at self-checkout when they need assistance.[33]

Failure to scan all items is a form of shoplifting (theft). This can happen innocently when a customer scans only one item of a "buy one, get one free" promotion, or deliberately by a customer at a self-checkout. Another form is scanning something expensive while using the barcode for a cheaper product, either having peeled off a label from another item in the store, or held by the customer in their hand underneath the item they pass over the scanner.[41][42] The simplest form of skip-scanning is to pass the item quickly across the optical reader without it registering the item, perhaps covering the barcode with one's hand or finger.[43]

Increasingly, multiple cameras are being used to catch skip-scanning at all self-checkout locations, some monitored by loss prevention employees and others being fed to artificial intelligence systems which can detect skip-scanning movements or behaviors. For example, in 2020 Kroger signed up with new systems that detect a skipped scan and shows a video to the consumer who is given the opportunity to correct their mistake. If they repeat the action, then an employee is notified.[4]

It has been suggested to avoid self-checkouts on the premise that one could be charged with theft even if one didn't notice an item didn't ring up correctly.[44]

Cashierless stores use cameras throughout the entire store. Customers either pay the bill on the way out, or register a smartphone on the way in so they can just walk out with their selected items.

A California appeal court confirmed in September 2013, with a 2–1 majority, a law banning the sale of alcohol through self-checkouts. The law requires alcohol only to be sold in face-to-face transactions with staff members, as is mandatory for cigarettes, spray paint and some over-the-counter medication. The California Grocers Association condemned the bill, stating how SCOs already lock out alcohol, requiring store staff to verify and approve purchases of alcohol. Similarly, the court said that a previous direction from the Department of Alcoholic Beverage Control was of no legal affect as it was not given for discussion or public comment.[45]

In 2020, the Oregon AFL–CIO backed a proposed ballot measure in Oregon, US, to prohibit stores from operating more than two self-checkout machines.[46]

• Automated retailing
• Cash register
• Point of sale
• Shadow work

• Media related to Self checkout at Wikimedia Commons