'What a backward step': Woolworths' latest payment method earns mixed reactions
- Replies 15
As we navigate the ever-evolving retail landscape, it's no surprise that our shopping experiences continue to change.
We have seen the transition from cash as king to the rise of digital payments.
However, a recent shift by a popular supermarket sparked a conversation about the future of cash payments in their stores.
Woolworths, one of Australia's leading supermarket chains, has been quietly expanding a new payment system, causing quite a stir among shoppers.
Since 2020, Woolworths Metro stores have started introducing checkout machines that require customers to insert notes and coins directly rather than handing cash to a cashier.
This trial has extended to two Woolworths supermarkets in New South Wales since 2021.
While Woolworths staff remain on counters to scan and bag groceries, shoppers are now expected to process their cash payments.
This move left some customers feeling frustrated and nostalgic for the personal touch of customer service.
'What a backward step, Woolworths. You will lose a lot of business by your stupidity,' one customer said online.
'I will be asking for staff discounts soon between self-service and this,' another shared.
On the other hand, several shoppers welcome the change.
'That's really cool,' another commenter said.
'I know it seems stupid, but it does reduce theft. Also, it's cleaner for the cashier not to have to handle all those notes and coins.'
A Woolworths spokesperson defended the new machines, highlighting their popularity with workers.
'The machines provide significant benefits to our Metro team members by removing the handling, counting, and transporting of cash, as well as reducing the risk of theft,' the spokesperson shared.
The spokesperson also pointed out that the process for customers using these machines is similar to self-service checkouts, aiming to make shopping more efficient.
Financial journalist and pro-cash campaigner Jason Bryce called for supermarkets to ensure that at least 40 per cent of checkout terminals accept cash.
'There's an Australian Competition and Consumer Commission (ACCC) process now talking about how to ensure the cash industry can be sustainable,' Bryce shared.
The reliability of cash was underscored during a recent global outage, which saw many electronic payment systems go offline.
'Supermarkets have to make a clear, open, unambiguous commitment to accept cash and provide EFTPOS cash-out,' Bryce added.
'Often, the EFTPOS system is down, and cash is the only way to pay, but terminals don't accept cash. We need to be able to pay for food using cash.'
'The banks can't build a reliable, private, surcharge-free payment system, so there will always be a need for cash,' Bryce stated, emphasising the need for banks and retailers to support cash.
In addition to the cash-handling machines, Woolworths also rolled out 'hybrid checkouts' nationwide.
These new checkouts blended self-service with manned registers, catering to the shoppers' changing preferences.
According to Woolworths, customer data showed a strong preference for self-service checkouts for smaller basket sizes.
In contrast, larger baskets tend to lead customers to staffed checkouts.
The introduction of these hybrid checkouts will remove express lanes from some stores.
Woolworths assured shoppers that there will still be checkout options to suit every customer's needs.
Have you encountered these new cash-handling machines at Woolworths? Do you prefer paying with cash or a card when you shop? Share your experiences and opinions in the comments below.
We have seen the transition from cash as king to the rise of digital payments.
However, a recent shift by a popular supermarket sparked a conversation about the future of cash payments in their stores.
Woolworths, one of Australia's leading supermarket chains, has been quietly expanding a new payment system, causing quite a stir among shoppers.
Since 2020, Woolworths Metro stores have started introducing checkout machines that require customers to insert notes and coins directly rather than handing cash to a cashier.
This trial has extended to two Woolworths supermarkets in New South Wales since 2021.
Woolworths shoppers shared their opinions about the new self-service checkouts. Image Credit: Shutterstock/Wisely
While Woolworths staff remain on counters to scan and bag groceries, shoppers are now expected to process their cash payments.
This move left some customers feeling frustrated and nostalgic for the personal touch of customer service.
'What a backward step, Woolworths. You will lose a lot of business by your stupidity,' one customer said online.
'I will be asking for staff discounts soon between self-service and this,' another shared.
On the other hand, several shoppers welcome the change.
'That's really cool,' another commenter said.
'I know it seems stupid, but it does reduce theft. Also, it's cleaner for the cashier not to have to handle all those notes and coins.'
A Woolworths spokesperson defended the new machines, highlighting their popularity with workers.
'The machines provide significant benefits to our Metro team members by removing the handling, counting, and transporting of cash, as well as reducing the risk of theft,' the spokesperson shared.
The spokesperson also pointed out that the process for customers using these machines is similar to self-service checkouts, aiming to make shopping more efficient.
Financial journalist and pro-cash campaigner Jason Bryce called for supermarkets to ensure that at least 40 per cent of checkout terminals accept cash.
'There's an Australian Competition and Consumer Commission (ACCC) process now talking about how to ensure the cash industry can be sustainable,' Bryce shared.
The reliability of cash was underscored during a recent global outage, which saw many electronic payment systems go offline.
'Supermarkets have to make a clear, open, unambiguous commitment to accept cash and provide EFTPOS cash-out,' Bryce added.
'Often, the EFTPOS system is down, and cash is the only way to pay, but terminals don't accept cash. We need to be able to pay for food using cash.'
'The banks can't build a reliable, private, surcharge-free payment system, so there will always be a need for cash,' Bryce stated, emphasising the need for banks and retailers to support cash.
In addition to the cash-handling machines, Woolworths also rolled out 'hybrid checkouts' nationwide.
These new checkouts blended self-service with manned registers, catering to the shoppers' changing preferences.
According to Woolworths, customer data showed a strong preference for self-service checkouts for smaller basket sizes.
In contrast, larger baskets tend to lead customers to staffed checkouts.
The introduction of these hybrid checkouts will remove express lanes from some stores.
Woolworths assured shoppers that there will still be checkout options to suit every customer's needs.
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