Wegmans Shuts Down Self-Checkout App Amid Losses
Wegmans has temporarily shuttered its mobile self-checkout platform until improvements can be made to the pandemic-era app, which saved customers time but lost the company money.
The supermarket chain introduced Scan in 2020 amid pandemic-related worker shortages. People could scan item barcodes with their phones as they shopped and then pay at a self-checkout register, speeding up the process and limiting human interaction.
"Unfortunately, the losses we are experiencing from this program prevent us from continuing to make it available in its current state," the company said in a recent email to customers, which was shared on Twitter(Opens in a new window). "We've learned a lot and we will continue to introduce new digital solutions to streamline your shopping experience in the future."
As the New York Times notes(Opens in a new window), Wegmans didn't say whether those losses were due to shoplifting or from people who forgot to scan items or didn't use the app correctly. Citing retail experts, The Wall Street Journal says(Opens in a new window) the technology made it easy for shoplifters to sneak out with items without paying. Wegmans did not immediately respond to PCMag's request for comment.
According to Wegmans, folks enjoyed the convenience of Scan, but some improvements are needed to make the app fully serviceable. In the meantime, frequent app users will get a $20 coupon added to their online account.
Grocery stores have nearly doubled their self-checkout options since the start of the pandemic, accounting for nearly a third of all transactions in 2021, according to a report by The Food Industry Association(Opens in a new window) cited by the Journal.
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