Walmart's Self-Checkout Strategy and Its Recent Changes

Walmart's Self-Checkout strategy has shifted in response to several key factors. Executives point to customer foot traffic, staffing levels, shopping patterns, and direct feedback as main drivers for these changes. Some stores now remove or restrict self-checkout lanes, with select lanes reserved for Walmart+ members and delivery drivers. The scale of these adjustments stands out:

These changes reflect Walmart's ongoing efforts to balance customer experience, operational efficiency, and loss prevention.

Key Takeaways

• Walmart is changing its self-checkout strategy to reduce theft, improve customer experience, and fix operational problems.

• Some stores remove or limit self-checkout lanes, reserving them for Walmart+ members and delivery drivers to increase security and efficiency.

• Customers have mixed feelings: some miss the speed of self-checkout, while others appreciate more personal service and better security.

• Walmart invests in new technology like AI-powered kiosks and mobile checkout to make shopping faster, safer, and easier.

• Other retailers face similar challenges and are adopting hybrid checkout models that combine technology with staff support.

Why Change?

Theft Concerns

Walmart faces growing challenges with theft at self-checkout lanes. Store managers and law enforcement agencies have noticed a clear link between self-checkout machines and higher theft rates. For example, the Shrewsbury Police Department in Missouri reported a sharp drop in theft-related police calls after Walmart removed self-checkout machines. Calls fell from 509 to 183 during the same five-month period after the change. Arrests for theft also dropped by more than half. In another case, police in Gettysburg, Pennsylvania, found skimming devices on self-checkout registers, exposing security risks. These incidents show that self-checkout lanes can make stores more vulnerable to theft and fraud. As a result, Walmart's Self-Checkout strategy now focuses on reducing these risks by limiting or removing self-checkout options in some locations.

Customer Experience

Customer feedback plays a major role in shaping Walmart's Self-Checkout strategy. Many shoppers have shared their thoughts about the self-checkout process through surveys and social media.

• Customers often feel confused or frustrated when asked to rate their self-checkout experience, especially when no employee helps them.

• Some describe the survey as strange or unnecessary, questioning why they should rate their own performance.

• Social media users, especially on TikTok, joke about the oddness of rating themselves.

• Reports from Walmart employees suggest that management sometimes pressures workers to keep survey scores high, with some employees even entering five-star ratings themselves.

• Some customers give low ratings to protest the self-checkout system or to push for more staffed registers.

• The survey does not let customers explain their low ratings, making it hard for Walmart to understand the real issues.

These points highlight that while some shoppers enjoy the speed and control of self-checkout, others find the process confusing or unsatisfying. Walmart uses this feedback to guide changes and improve the overall shopping experience.

Operational Issues

Walmart also faces several operational challenges with self-checkout systems.

• Stores report higher rates of theft and shrinkage, which include both intentional theft and honest mistakes by customers.

• Technical problems, such as barcode scanning errors and sensitive weight sensors, often slow down transactions.

• Customers sometimes need help from employees, which can lead to longer wait times than at traditional cashier lanes.

• Maintenance costs for self-checkout machines remain high, including the initial investment and ongoing expenses for repairs and security upgrades.

• Walmart has responded to these issues by removing self-checkout machines from some stores, aiming to balance efficiency, security, and customer satisfaction.

These operational hurdles have led Walmart to rethink its approach. The company now tests new technology and adjusts self-checkout access to address these ongoing problems.

Walmart's Self-Checkout Changes

Lane Removal

Walmart has started removing self-checkout lanes in select stores across the United States. The company uses several criteria to decide which locations lose these kiosks. These include customer feedback, local store needs, efforts to improve the shopping experience, and the goal of reducing theft. For example, the Shrewsbury, Missouri store eliminated self-checkout as part of a store improvement plan. This change led to a dramatic drop in theft-related incidents and police calls.

Local law enforcement praised the decision. Customers, however, had mixed reactions. Some missed the speed of self-checkout, while others valued the added security and personal service from staffed lanes. Walmart's Self-Checkout strategy now reflects a shift toward balancing automation with customer service and loss prevention.

Note: Walmart has not released the total number of stores removing self-checkout, but the trend is growing as the company tests new approaches.

Limited Access

Walmart has also begun limiting access to self-checkout lanes. In some stores, only Walmart+ members and Spark delivery drivers can use these kiosks. Store managers decide how and when to apply these restrictions based on local needs.

This approach aims to reduce theft and improve efficiency. Limiting access allows employees to monitor fewer kiosks more closely. It also rewards loyal customers with faster checkout options. However, some shoppers feel frustrated when denied access, especially during busy hours.

Item Limits

Walmart's Self-Checkout now features item limits in many locations. Some stores cap transactions at 15 or 20 items per visit. Others set higher limits, such as 125 items, but still require large purchases to be split into multiple transactions.

• Many customers express surprise and frustration when they encounter these limits.

• Social media users share stories of having to divide their groceries into separate purchases.

• Some shoppers report leaving Walmart for other retailers due to these restrictions.

• Employees confirm that item limits apply to both self-checkout and manned registers in certain stores.

• A LendingTree survey found that about 15% of customers admit to stealing at self-checkout, which has led to stricter controls.

These item caps help reduce theft and scanning errors. They also allow employees to assist customers more effectively. However, the limits can cause inconvenience, especially for families or shoppers with large carts.

New Technology

Walmart continues to invest in new technology to improve self-checkout. The company is piloting several advanced systems:

Walmart is also testing anti-theft systems that combine RFID tags with AI-powered cameras. These systems detect unscanned items in real time and alert staff immediately. Early results show that AI and invisible barcode technology can speed up transactions by about 30%. These innovations aim to reduce theft, improve efficiency, and create a better shopping experience.

Other retailers, such as Target and Costco, have also adjusted their self-checkout strategies due to similar challenges. Walmart's Self-Checkout changes reflect a broader industry trend toward smarter, more secure, and customer-focused checkout solutions.

Customer Impact

Reactions

Customers have shared strong opinions about Walmart's Self-Checkout changes. Many shoppers describe the machines as slow and glitchy. Some people feel frustrated when the kiosks do not work as expected. Others have tried to bypass the scanning process, which has led to more theft incidents. After Walmart removed self-checkout machines at the Shrewsbury, Missouri Supercenter, police calls related to theft dropped sharply. Arrests also fell by more than half. Experts now say that self-checkout, once seen as a way to save labor, has created more problems than benefits. Walmart has started to remove self-checkouts from other stores and is testing new technology to improve the process. Most customer reviews and news articles show a negative reaction to the current changes.

• Shoppers report slow and glitchy machines.

• Some customers skip scanning items, increasing theft.

• Police calls and arrests dropped after removing self-checkout in some locations.

• Experts believe self-checkout has not delivered the expected benefits.

• Walmart is testing new checkout options to address these issues.

Service Experience

The service experience at Walmart has changed with the new self-checkout strategy. Many customers miss the speed and independence that self-checkout once offered. Others appreciate the return of staffed lanes, which provide more personal service and help with problems. Some shoppers feel uncomfortable with the added security measures and advertisements on the kiosks. They say these changes make the process less enjoyable. Walmart continues to test new systems, such as Scan & Go at Sam’s Club, to find a better balance between convenience and security.

Note: Customers value both speed and personal service. Walmart faces the challenge of meeting both needs with its evolving checkout strategy.

Accessibility

Accessibility remains a major concern with self-checkout systems. Some shoppers with disabilities, such as multiple sclerosis, report pain and exhaustion after using the kiosks without help. Blind customers struggle with touchscreen navigation, and wheelchair users face problems reaching the scanner. Disability advocates argue that needing staff assistance at self-checkout goes against the goal of independent living. Seniors and people unfamiliar with technology often feel confused or frustrated by self-checkout-only stores. The loss of cashier lanes also removes important social contact for some elderly shoppers. While Walmart says hosts are available to help, many believe that true accessibility means being able to check out independently.

• Self-checkout kiosks can cause physical strain for some disabled customers.

• Blind and wheelchair users face unique challenges with kiosk design.

• Seniors may miss personal interaction and struggle with technology.

• Needing help at self-checkout can undermine independence for people with disabilities.

Employee Impact

Staffing Changes

Walmart's decision to remove or restrict self-checkout lanes has led to noticeable changes in staffing. Store managers now have more flexibility to adjust the number of associates at traditional cashier lanes. In stores like the Shrewsbury, Missouri location, managers increased the presence of cashiers after removing self-checkout kiosks. This shift allows associates to provide more personalized service and respond quickly to customer needs.

A Walmart spokesperson shared that each store manager decides how to balance self-checkout and staffed registers. They consider feedback from both employees and customers, as well as local shopping patterns. Associates who once monitored self-checkout areas now often work as cashiers or help customers directly on the sales floor. This approach aims to improve service quality and reduce theft.

Note: Walmart has not released exact numbers, but the trend shows a move toward more associates at registers and fewer at self-checkout stations.

Job Roles

The evolution of self-checkout technology has changed the daily responsibilities of Walmart employees. Associates who previously focused on assisting customers with self-checkout machines now take on a wider range of tasks. Many spend more time at traditional registers, scanning items and handling payments. Others help customers find products, answer questions, or restock shelves.

Some stores have introduced new roles, such as "checkout hosts," who greet shoppers, answer questions, and monitor checkout areas for security. These hosts play a key part in preventing theft and ensuring a smooth checkout process. Associates also receive training on new technologies, including AI-powered kiosks and mobile checkout systems. This training helps them adapt to changing store environments and better serve customers.

• Cashiers now handle more transactions.

• Associates provide direct assistance on the sales floor.

• Checkout hosts focus on customer service and security.

• Employees learn to use new checkout technology.

Walmart continues to adjust job roles as it tests new checkout strategies. The company aims to create a safer, more efficient, and customer-friendly shopping experience.

Industry Trends

Other Retailers

Major retailers have adjusted their self-checkout strategies to address theft, customer service, and operational challenges. The table below shows how companies like Costco, Kroger, and Walmart have responded:

Retailers recognize that human oversight remains important. Many have found that self-checkout does not always reduce labor costs as expected. Instead, they use staff to monitor and assist customers, which helps prevent theft and keeps operations smooth.

• About 15% of self-checkout users admit to stealing items on purpose.

• 44% of those who steal say they would do it again.

• 21% of users have accidentally taken items without scanning, and most keep them.

• Walmart's Self-Checkout losses reach billions each year.

• Retailers now try item limits and hybrid systems to reduce theft.

Future of Self-Checkout

Industry forecasts predict strong growth for self-checkout technology. Fixed systems remain common in busy stores, but mobile and contactless options are growing fast. The market for self-checkout is expected to more than double by 2030.

• 96% of grocery stores now offer self-checkout.

• Over 24,000 stores will use self-checkout by 2030.

• Younger shoppers prefer self-checkout for speed and privacy.

• Retailers invest in AI, mobile payments, and smart carts.

• Hybrid checkouts and real-time data help reduce theft and improve service.

AI-powered systems, mobile wallets, and personalized promotions will shape the next generation of checkout. Retailers like Walmart's Self-Checkout continue to test new ideas to balance speed, security, and customer satisfaction.

Walmart’s new self-checkout approach brings both benefits and challenges:

• Advantages:

  • Advanced technology like AI-powered kiosks and mobile checkout increases convenience.

  • The strategy aims to improve security and meet different customer needs.

• Disadvantages:

  • Fewer self-checkout lanes cause longer lines and frustration.

  • Theft, technical glitches, and security risks remain common.

Retailers will likely blend automation with personal service. Technology will support, not replace, the human touch in shopping.

FAQ

What stores have removed self-checkout lanes?

Walmart has removed self-checkout lanes in select locations. Store managers decide based on theft rates, customer feedback, and local needs. The company has not published a full list of affected stores.

Why does Walmart limit items at self-checkout?

Walmart sets item limits to reduce theft and scanning errors. Employees can help customers more easily when transactions stay small. Limits also speed up the checkout process for everyone.

Who can use self-checkout now?

In some stores, only Walmart+ members and Spark delivery drivers can use self-checkout. Regular shoppers may need to use staffed lanes. Store managers set these rules based on local conditions.

How does new technology help at checkout?

Walmart uses AI-powered kiosks, contactless payments, and mobile checkout. These tools help detect theft, speed up transactions, and improve the shopping experience for customers.

See Also

Upcoming Changes To Walmart Self-Checkout In The Year 2025

Common Issues Encountered During Walmart Self-Checkout Process

How Walmart+ Membership Enhances The Self-Checkout Experience

Analyzing Walgreens Self-Checkout Benefits And Retail Challenges Today

Tracing The Development And Growth Of Self-Checkout Technology