Retailers Rethink Self-Checkout

Retailers are modifying how they use self-checkout stations to help improve the shopping experience while minimizing store theft, reports The Wall Street Journal.

While some retailers are removing self-checkout from their stores entirely, others, including Target, Dollar General, and Schnucks, are limiting the number of items customers can bring to the kiosks.

“When self-checkouts were first introduced, they were intended for smaller orders,” said Paul Simon, a Schnucks spokesman. When its use grew to more items, there was a need for a rethink, Simon said.

A spokesperson for Walmart echoed the sentiment, saying that the hypermarket decided to pull out self-checkout lanes from select stores based on employee and customer feedback. When checkout access is limited, some locations are offering self-checkout lanes exclusively for customers with a Walmart+ membership.

“We believe the changes will improve the in-store shopping experience and give our associates the chance to provide more personalized and efficient service,” said Charles Crowson, a Walmart spokesman.

The prevalence of self-checkout lanes accelerated during the pandemic; however, an increase in use has contributed to increased “shrink,” retailer losses from theft, lost inventory, and damaged goods, according to the report.

Theft can be both deliberate and accidental. A 2023 study from LendingTree found that about a fifth of people who use self-checkouts said they accidentally took an item without paying for it; it also found that roughly 15 percent of self-checkout users admitted to stealing an item on purpose. Full Story (Subscription Required)