Major retailers like Walmart and Dollar General are scaling back their self-checkout systems, driven by increasing concerns over retail theft and operational efficiency. In a notable shift, Walmart has begun to eliminate self-checkout machines in favor of traditional cashier lanes, while Dollar General has removed these machines from 12,000 stores in 2024.
According to a December 2025 LendingTree survey, 69% of self-checkout users believe that these systems facilitate stealing. Furthermore, the same survey revealed that 27% of users admitted to intentionally not scanning items, while 36% reported accidentally leaving without scanning something. Alarmingly, 61% of those who made such accidental mistakes acknowledged that they kept the items.
This trend is not isolated to just a couple of companies; other retailers are also reconsidering their approaches. For instance, Sam’s Club has announced plans to remove self-checkout machines in favor of AI-powered ‘scan and go’ technology, whereas Costco is experimenting with hybrid systems that blend traditional and automated checkouts.
The legislative landscape is also evolving in response to these changes. Legislators in several states are looking into enacting laws that would require a balance between self-checkout stations and employee-operated ones. Notably, New York City Council member Amanda Farías has introduced an amendment proposing a limit of 15 items for self-checkout lanes.
This shift away from self-checkouts aligns with broader concerns regarding retail theft and operational efficiency. Retail experts suggest that reinstating staffed lanes can significantly reduce theft and improve overall accuracy during transactions. As Amanda Farías stated, “We’ve seen the consequences of removing workers from these spaces: increased retail theft, less oversight, fewer protections for both workers and customers and generally decreased safety.”
The operational challenges posed by unattended self-checkouts have led some industry analysts to express skepticism about the future viability of fully automated checkout systems. Matt Schulz remarked on this potential issue by noting that “largely unattended self-checkouts provide a potential opportunity for folks to help themselves.”
The evolving dynamics between automation and customer service in the retail sector continue to prompt discussions among industry stakeholders about the best path forward. In light of these developments, Walmart indicated that its changes were guided by feedback from associates and customers as well as local shopping patterns.
