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Revision as of 07:21, 1 July 2025 by Tamela39J7720 (talk | contribs) (Created page with "Aussie supermarket customers have lamented the decision to remove an in-store technology feature that made shopping more convenient.<br><br>Users of the Woolworths Scan&Go mobile app were recently informed via email of 'changes' to the in-store shopping technology.<br><br>The appeal of Scan&Go was that it essentially eliminated the need to visit a checkout. Instead, shoppers who'd signed up to the app simply scanned each item using their phone, before placing it into th...")
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Aussie supermarket customers have lamented the decision to remove an in-store technology feature that made shopping more convenient.

Users of the Woolworths Scan&Go mobile app were recently informed via email of 'changes' to the in-store shopping technology.

The appeal of Scan&Go was that it essentially eliminated the need to visit a checkout. Instead, shoppers who'd signed up to the app simply scanned each item using their phone, before placing it into their trolley, basket or bag.

Once all items had been scanned, the shopping could then be paid for in-app. This  generated a barcode, which was scanned at a dedicated Scan&Go counter as shoppers exited the store - without any need to visit a checkout register.

But an email sent on June 24 informed customers that the Scan&Go mobile app would now 'no longer be available at some of our previously enabled stores'.

A list of the impacted locations was provided in the email. Some of the stores included Glenorie NSW, Balwyn VIC, Toowong QLD, Walkerville SA, Charnwood ACT and Highgate WA. 

Furthermore, the email noted that in the 'remaining stores' where the feature continued to be enabled, new 'changes' meant it could no longer be used for in-app payments.

'[T]he option to pay directly within the Scan&Go feature of the Woolworths app will no longer be supported,' read the email.

The email explained that customers could still enjoy the 'convenience of scanning your groceries as you shop' on their mobile, but would instead need to proceed to a dedicated Scan&Go counter at the conclusion of their visit to 'easily' make payment on a kiosk PIN pad.




Woolworths recently alerted shoppers of changes and discontinuations to their convenient 'Scan&Go' in-store shopping app technology (Picture: stock image)











An email (left) was sent out to Woolworths shoppers who had signed up to use the Scan&Go mobile app. Signs (right) were also displayed in a Sydney store, notifying shoppers of the change

'We apologise for the inconvenience and appreciate your understanding'.

Recent in-store signage also noted the Scan&Go changes.

A notice posted in a Sydney Woolworths read: 'From Thursday 3 July, 2025, customers will no longer be able to pay using the Scan&Go features on the Woolworths App. Customers will need to finalise payment at the Scan & Go kiosk pinpad. We appreciate your understanding.'

A Woolworths spokesperson confirmed to FEMAIL that they were 'phasing out' Scan&Go with the intention of eventually replacing them with the new Scan&Go trolleys, which have already been seen in select stores. 

These are essentially tablets that can be connected to trolleys, which scan each item as you shop.

'We launched 'Scan&Go mobile' in 2018 to help provide customers with the ability to scan items as they shop and pay on their mobile phone,' the spokesperson said.

'We've received feedback from some of our customers that using a mobile device to scan products whilst holding a basket and other items can be challenging.

'As a result we have looked to streamline the process by incorporating the Scan&Go mobile technology into our new "Scan&Go'"trolleys, to provide a hands free "Scan&Go" option.

'As a result we will be phasing out "Scan&Go mobile" in some stores while launching more "Scan&Go trolleys". Feedback from customers who have tried our "Scan&Go trolleys" has been overwhelmingly positive, with customers enjoying being able to scan and bag as they shop, and track their spend in real-time.'




Woolies shoppers that previously used the Scan&Go feature to make in-app payments will now have to complete their shopping transaction at a Scan&Go kiosk PIN pad (Picture: stock image)

'Scan&Go mobile will continue to be available for customers in limited stores, however from July 3, customers will need to continue to visit the Scan&Go check out to complete their transaction,' the spokesperson added.

Frustrated Woolies hopper Simon Berry was amongst those that voiced their disappointment over the removal of the handy payment feature within the original version of the app.

In a TikTok video that's been viewed over 20,000 times, Simon declared that he now had 'beef with Woolworths' over their decision to change the app, which he believed was previously 'hands down the best thing that's ever happened to grocery shopping in Australia'.

The content creator, who regularly shares videos about consumer issues, explained that the original incarnation of the Scan&Go app saved him time because it meant he could avoid the check-outs and it eliminated 'double handling'.

'[I]t's actually so archaic that the norm is to fill up your trolley with groceries, then go to the checkout, empty your trolley completely, scan all the items, and then load up your trolley again,' he explained in the video.

'Scan&Go completely eliminated that double handling, and there was no additional hardware needed, because you just used your phone.'

However, Simon was adamant that Woolworths never previously did enough to promote the facility to its shoppers, resulting in really low 'awareness' and 'adoption' amongst shoppers.

Simon noted the arrival of the replacement Scan&Go trolley tablet attachments - but  he felt it was an 'unnecessary investment' given that shoppers could do practically the same thing using the current app on their phones.




Several Woolworths shoppers took to social media to share disappointment over the Scan&Go tech feature being eliminated entirely from their local store (Picture: stock image)

'They both pretty much do the same thing and let you track your shop as you go,' he said.

The video attracted hundred of replies, many from fellow fans who were crushed by the removal of the tech feature from their local store.

'I loved the Scan&Go. No double handling, no talking to anyone… went to go shopping yesterday and it was gone,' said one customer at an affected store.

'It also helped me stay within budget. They removed it from my store. I hate going back to the normal way,' added another.

'I stopped going to Coles because of Scan&Go. Back to Coles I go!' said a third.

However, there were also replies from Woolies shoppers who were entirely unaware of the app's existence - appearing to support Simon's suspicions about its lack of promotion.

'I have not heard about this and would love to use it. I hate the checkouts,' replied one person.

'This is the first time I have ever heard of it and [I] go to Woolies almost every day!' added another.

However some shoppers complained that they had given the feature a try, but had reverted back to using regular checkouts after finding it too cumbersome.

'I didn't like it - [there] was no where to put your phone while in scan mode,' one person explained. 'Then I bought 5 items and at checkout it needed verification by [a] staff member, which I had to hunt down. Then she had to scan five items - was three times longer than usual checkout.'

Some amateur sleuths suspected the reason the supermarket giant had ditched the in-app payments feature was most likely a result of 'stock loss' and 'theft'.


'Woolies is tackling a lot of issues with stock loss through Scan&Go,' noted one commenter.

'The theft from it is probably a consideration in some areas,' added another.

'I was wondering if it's because there was huge stock loss, but if they are replacing it with a tablet solution they now have that and stolen tablets to deal with!' chimed in a third.

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