- Walmart uses missed-scan detection at its self-checkout machines to help reduce theft.
- Employees say the alerts can lead to uncomfortable encounters with customers.
- Walmart said employees were trained to provide “a safe and enjoyable shopping experience.”
Walmart employees say working with anti-theft technology at self-checkouts has led to some tense confrontations with customers.
If the technology detects a problem — such as an unscanned item — a light above the machine illuminates, the machine pauses, and it sends a text notification to nearby employees. Walmart has trained these workers to approach customers and try to resolve the issue, though they’re prohibited from directly accusing anyone of theft, seven former and current Walmart employees told Insider.
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