Major retailers are considering reducing or eliminating self-checkout lanes due to customer backlash. Self-checkout lanes, which have gained popularity in recent years, were initially introduced to reduce labor costs and limit staff-customer interactions, especially during the pandemic.

While some customers find self-checkout convenient, others complain about having to perform tasks previously handled by store employees. Retailers have also experienced increased losses from theft and customer errors associated with self-checkout. Research from 2016 indicated that retailers with self-checkout lanes and apps had a loss rate of around 4%, more than double the industry average.

Some retailers have already taken action in response to complaints. A ShopRite in Delaware removed its self-checkout lines, and certain Walmarts in New Mexico did the same earlier this year. Wegmans discontinued an app that allowed customers to scan barcodes and make payments while shopping.

Costco has increased staff presence near its self-checkout lanes to prevent non-members from using unauthorized cards.

The possible elimination of self-checkout lanes has sparked discussion among customers. Some may welcome the change due to frustrations with the self-checkout process, while others appreciate the convenience it offers. The decision may ultimately vary by retailer and customer preferences.