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Supermarket Self Service Tills

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ABB125

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I generally use self service tills, mainly because I generally don't have that much shopping.
I've used the Sainsbury's self scan app once (because doing so would award me with 1000 Nectar points! :D), and didn't have any issues with it at all.
 
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nlogax

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I really cannot understand how this makes the process quicker and more convenient. Unload shopping on to conveyor, scan shopping then pack shopping. I could understand if there were two or more people doing it, but if you're on your own then having a cashier doing the scanning bit is far better, in my opinion.
Prep bags at packing end, scan goods and place into bags. I’m far quicker than many cashiers.
 

birchesgreen

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If you scan yourself you can scan in the correct order to make packing more efficient, always hate it when the items i have carefully placed on the belt to facilitate efficient packing are picked up out of order by the assistant to scan.
 

Bald Rick

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I really cannot understand how this makes the process quicker and more convenient. Unload shopping on to conveyor, scan shopping then pack shopping. I could understand if there were two or more people doing it, but if you're on your own then having a cashier doing the scanning bit is far better, in my opinion.

If there’s queues 2-3 deep for every normal checkout, and none for the self checkout (with conveyor) - it easily saves you 5 minutes or so!
 

Wuffle

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If you scan yourself you can scan in the correct order to make packing more efficient, always hate it when the items i have carefully placed on the belt to facilitate efficient packing are picked up out of order by the assistant to scan.
The heaviest at the bottom concept is not that common

The majority of supermarket checkout staff have scan targets to meet which may influence the way products are scanned
 

nlogax

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If there’s queues 2-3 deep for every normal checkout, and none for the self checkout (with conveyor) - it easily saves you 5 minutes or so!

In my experience even when there are queues for conveyor self service tills they're always shorter than staffed till queues. It definitely plays a part.
 

notlob.divad

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Prep bags at packing end, scan goods and place into bags. I’m far quicker than many cashiers.
Agreed. As I tend to pay with a card for most things, I can always be quicker through a self scanner. Taking things straight from the trolley/basket through the scanner straight to the bag. So much quicker and save the double/triple handling required from trolley -> conveyor -> Cashier -> conveyor -> bag.

If you scan yourself you can scan in the correct order to make packing more efficient, always hate it when the items i have carefully placed on the belt to facilitate efficient packing are picked up out of order by the assistant to scan.
This is my biggest reason for using them when I have a choice. Easier to distribute the weight of the products between the bags and stop the bread/fruit/veg getting crushed by bottles and cans.

The heaviest at the bottom concept is not that common

The majority of supermarket checkout staff have scan targets to meet which may influence the way products are scanned
In which case, I slow down their overall time by picking up the goods in the order I put them on the conveyor and thus the order I want them packing in the bags.
 

DynamicSpirit

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I have had the random check a couple of times, once in Sainsbury’s and once in Asda. The routine for both was for the staff to scan four or five random items of their choosing. Presumably if they find something you haven’t scanned the whole shop will be redone. I guess the requirement to have a loyalty card for self scan is so you can banned from the service if you are found to be abusing it.

That seems a lot more sensible than my experience with random checks - where they scan three items of my choosing. I wonder though - do they choose by examining you receipt or by looking at your bag and picking three items out of it? If it's the latter than I imagine it'd still be very easy for a thief to evade detection, simply by packing the unscanned stuff first, so it's at the bottom of your bag where the staff are unlikely to see or select it.
 

Gloster

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One, albeit minor, irritation with the self-service tills is the size of the arrangements for paying with change. Some have a cup-shaped arrangement which you can drop the money into. However, others have a slot that is only just large enough for a £2 coin; Sainsbury’s is one of these. Trying to feed the money into this when your fingers are cold or stiff and your glasses are still steamed up, does not speed up the process.
 

DynamicSpirit

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There isn't really any need for self scan checkouts that can handle a trolley load of shopping - smartshop is the way to deal with trolleys, scan as you go so much faster too.

I'm not sure I totally agree. There are two issues. Firstly, at my local Sainsburys, you pay for smartshop at the self-scan checkouts, which are basket-only. I'm not sure how that's supposed to work if you want to do self-scan with a trolley (At some point I need to ask them because it would be convenient to do that sometimes).

Secondly, there's a presumption that having a trolley means you have loads of stuff, which isn't necessarily true. I'm sure some elderly or unwell customers who are only buying a basketfull of stuff would nevertheless want to use a trolley because of the difficulty they'd have in carrying a basket. And in my case, I usually cycle so have panniers. Bike panniers are not designed to be comfortably carried - especially when full of smartshop shopping - so I'd probably find it more convenient to just put them in a trolley and wheel them around rather than carry them around the shop (even though they can only contain just over a basket-full of stuff so I'm not going to buy more than that). I nevertheless tend to carry them because of the uncertainty of whether I could avoid queuing at the staffed checkout with a trolley. Some self-scan checkouts that can handle trolleys would solve all those problems nicely!
 

Typhoon

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If you scan yourself you can scan in the correct order to make packing more efficient, always hate it when the items i have carefully placed on the belt to facilitate efficient packing are picked up out of order by the assistant to scan.
So it isn't just me they do this to then.

The heaviest at the bottom concept is not that common

The majority of supermarket checkout staff have scan targets to meet which may influence the way products are scanned
Not necessarily heaviest in my case. I want bottles in early, another bag will have a solid rectangular object on the bottom on which to build. Also I will want to balance the weight. I will wait if the checkout operator has not scanned an item yet (just like @notlob.divad below). My way will not be everybody's.

In which case, I slow down their overall time by picking up the goods in the order I put them on the conveyor and thus the order I want them packing in the bags.
Same. I will be carrying the bags to the bus stop then later bus stop to home. Aldi provide me with a shelf on which I can rearrange the items if necessary, no other supermarket does so I want to get it right at the checkout. One reason for my preferring self-service (plus self service attracts those with fewer items so even if the queue is long, you are normally through quicker. Also you don't have to commit to a particular queue only to find that the person being served has selected the wrong item/ drops an item and wants it replaced/ gets their kid to chose a treat which they can't decide on/ needs to sort the items into different bags for different people and can't remember who things are for/ disputes the cost etc.)
 

Lucan

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hate it when the items i have carefully placed on the belt to facilitate efficient packing are picked up out of order by the assistant to scan.
I don't understand. Surely the cashier first picks up and scans the items you send down the conveyer first. Then when you move through to pack your bags you pick up the things that have come down the off-ramp first. Even if things get slightly out of order there is enough stuff piling up on the off-ramp for you to pick things up in the right order again.

I can always be quicker through a self scanner. ... save the double/triple handling required from trolley -> conveyor -> Cashier -> conveyor -> bag
But you are not doing the "double/triple" handling alone, the cashier is simultaneously doing some of it. While you are still putting things from trolley to conveyer the cashier is already scanning, and when you move through to start packing the first stuff into your bags, the cashier is still scanning the tail end of your stuff on the "In" conveyer. The operation takes no longer than it takes to take everything out of your trolley and then putting everything into your bags; there is no pause between other than the 5-10 seconds to walk through past the cashier to the "Out" ramp.

When self scanning, many of the items take me several seconds to find the side with the bar code. Generally, the cashier knows instantly because they know the stuff and are doing it all day. Their arms move backwards and forwards like clockwork.

I am getting the impression that some commenters are buying quite small quantities at a time, which may slant things in favour of the self-checkout. I do a week's shopping at a time, about as much as a big trolley can take and costing around £100.
 

WestCoast

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I generally don't mind using self-service up to a certain number of basic items, as long as you can get help reasonably quickly if a manual override is required. If they are properly attended to and the software works well then they can be a real timesaver.

When I used to work for the big green supermarket in 2010 - 2014 we generally had three (highly visible) people looking after a bank of self service (ten or so basket ones, four trolley ones) but I've noticed they've cut that down to just one person in my local branch when I've been in. That's where I think they've cut too far and it becomes frustrating if you need help.

I also think they should let the staff do overrides on their staff terminal, I hate waiting around in my local Sainsbury's Local because the member of staff is stacking shelves out of sight and you have to get their attention. Tesco Express is better for this, as the staff can do overrides from behind the counter or at least they do that in my local one. I think they have a camera view so they can check stuff has been scanned without bothering the customer.

I occasionally use the self service at our local Lidl. Those seem to be extremely slow and dim-witted.

We have those in our new local Lidl store and they are not good at all. The staff told me they regularly don't recognise the weight of certain items and you need a manual override if they have a discount as they don't put barcodes on the reduced stuff. I think I've had to have overrides most times I've used it! I liked the old Lidl/Aldi concept of manual tills, putting it back in a trolley/basket and packing it after at the shelf, people that didn't like it could have just shopped at Tesco or wherever.
 

nlogax

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I liked the old Lidl/Aldi concept of manual tills, putting it back in a trolley/basket and packing it after at the shelf, people that didn't like it could have just shopped at Tesco or wherever.

Sweeping stuff back into the trolley to pack it at the shelf after payment is one of the great joys of Aldi. I still really like this method.
 

trainophile

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I'm not sure I totally agree. There are two issues. Firstly, at my local Sainsburys, you pay for smartshop at the self-scan checkouts, which are basket-only. I'm not sure how that's supposed to work if you want to do self-scan with a trolley (At some point I need to ask them because it would be convenient to do that sometimes).

Secondly, there's a presumption that having a trolley means you have loads of stuff, which isn't necessarily true. I'm sure some elderly or unwell customers who are only buying a basketfull of stuff would nevertheless want to use a trolley because of the difficulty they'd have in carrying a basket. And in my case, I usually cycle so have panniers. Bike panniers are not designed to be comfortably carried - especially when full of smartshop shopping - so I'd probably find it more convenient to just put them in a trolley and wheel them around rather than carry them around the shop (even though they can only contain just over a basket-full of stuff so I'm not going to buy more than that). I nevertheless tend to carry them because of the uncertainty of whether I could avoid queuing at the staffed checkout with a trolley. Some self-scan checkouts that can handle trolleys would solve all those problems nicely!

I am one of those. Always take a trolley as I've almost always got either previous shopping if it's a town trip, or a backpack if I've just arrived at one of my short break destinations. If I know I literally only want one thing (generally a pint of milk) I don't take a basket or a trolley, just carry it in one hand, as I find baskets unwieldy, especially once you've got stuff in them.

Another reason for using self-scan is because I am (irrationally probably) a bit embarrassed at buying more than one or two 'reduced to clear' items. I don't mean I take the lot so none left for anyone else, but sometimes the reduced chiller cabinet yields a variety of things that will be used within a couple of days, plus fruit and veg is often reduced, also bread. I aim never to pay full price for anything if I can help it!

The big annoyance about queueing for a staffed checkout is if someone ahead of you decides to have a good old chat with the assistant, thus holding up everyone behind them in the queue.
 

Typhoon

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I don't understand. Surely the cashier first picks up and scans the items you send down the conveyer first. Then when you move through to pack your bags you pick up the things that have come down the off-ramp first. Even if things get slightly out of order there is enough stuff piling up on the off-ramp for you to pick things up in the right order again.
I wish. I tend to put items quite close together so the next person behind can start putting their items on the belt. Items I want scanning first in the front nearest the operator in rows (approximately) but they still reach over and pick up items near the back; they will tend to space out items that have to be weighed so bananas may be done early, put on scale, scan something else, deal with bananas, scan something else then put next fruit/veg on scale. Maybe they do items that they know where the bar code is first, I have no idea.

I do a week's shopping at a time, about as much as a big trolley can take and costing around £100.
Somewhere between £5 and £20, must fit in a basket. Different shopping style, hence my preference for self service and yours for conveyor.

I liked the old Lidl/Aldi concept of manual tills, putting it back in a trolley/basket and packing it after at the shelf, people that didn't like it could have just shopped at Tesco or wherever.
Our Aldi is about 5 years old and has the packing shelf.
 

DynamicSpirit

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I am getting the impression that some commenters are buying quite small quantities at a time, which may slant things in favour of the self-checkout. I do a week's shopping at a time, about as much as a big trolley can take and costing around £100.

£100? I'm guessing you must have a family to feed? For me, a week's shopping is about £30. (In practice it tends to be every 4-5 days, typically spending about £20 each time).

Another reason for using self-scan is because I am (irrationally probably) a bit embarrassed at buying more than one or two 'reduced to clear' items. I don't mean I take the lot so none left for anyone else, but sometimes the reduced chiller cabinet yields a variety of things that will be used within a couple of days, plus fruit and veg is often reduced, also bread. I aim never to pay full price for anything if I can help it!

Haha, that used to be me too, until Sainsburys reduced the reduced-to-clear discount on most items to about 20%, which is too small a discount to incentivise me to buy them (unless I was already intending to buy and eat that item today anyway). I no longer feel any embarrassment on those occasions when I do find bigger discounted things and snap them up - I've long since figured that (a) the checkout person probably sees it all the time, and (b) the checkout person may well do the same thing anyway once he/she is off duty.

The big annoyance about queueing for a staffed checkout is if someone ahead of you decides to have a good old chat with the assistant, thus holding up everyone behind them in the queue.

Yeah. In principle I much prefer staffed checkouts, even if I'm not buying much, because I like the human interaction - especially if it's a shop I go to regularly and start to get to know some of the staff. But I'm also normally time-pressed so won't bother with the staffed ones if there's any kind of queue. And since Covid I've moved almost completely to self-service and smartshop because of the obvious Covid safety reasons.
 
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GatwickDepress

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Another reason for using self-scan is because I am (irrationally probably) a bit embarrassed at buying more than one or two 'reduced to clear' items. I don't mean I take the lot so none left for anyone else, but sometimes the reduced chiller cabinet yields a variety of things that will be used within a couple of days, plus fruit and veg is often reduced, also bread. I aim never to pay full price for anything if I can help it!
None of us checkout bods judge you for buying reduced items - we all do the same!
 

Mojo

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Scan As You Shop (SAYS) handhelds have been about since the early 90's if I remember correctly -Safeway used to do them
I remember using Shop & Go at Safeway; seem to recall that worked slightly differently to current installations as you would scan a barcode upon entry to the Shop & Go area; one if everything scanned and another if you still had some items that you haven’t scanned. You had to have an ABC card (redundant acronym alert as ABC stood for Added Bonus Card!)

The screen would then tell you if you needed a rescan or whether you could proceed to pay. If you had to rescan then they would check all of your items. They had a normal checkout with conveyor for rescans, and then I think 2/3 stand-alone podium tills with no belt (this was long before the days of self-service checkouts of course).

More recently, I recall using Waitrose’s system in its early days too; this was before they had a loyalty card so you had to pre-register your credit or debit card and you would swipe this to unlock the handset. My local shop was the Marylebone branch and this had two queues, one for normal customers and another for people using the scanners, the Maître d' would invite you to go to the next avaliable checkout and in a way it was quite good as you would just jump the queue and could use any of the available checkouts. In the other / bigger shops they would have a couple of staffed tills on the customer service counter, which I always thought was a suboptimal option as you often got held up with someone doing a complicated transaction or making a complaint even when the normal checkouts had nobody waiting to be served they wouldn’t let you use them.
 

krus_aragon

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I never use self service tills; I much prefer to keep people in their jobs...
My grandmother (overseas) always insisted on using "service" petrol stations, as opposed to self-service. I didn't understand why, when I was younger. Then self-service tills arrived, and I was enlightened.
Do you still place long distance calls via the operator? Or get your insurance at a high street brokers? Etc. Life moves on.

(edit, I see @Hadders has made the same point)
I do use subscriber trunk dialling and price comparison websites, because I find them to be quicker and more efficient to me.

My views on self-service checkouts are coloured by the fact that I worked at a supermarket after leaving school, and I find the customer-facing checkouts painfully slow to use as a result. (The staff-operated ones are quicker because the operator is assumed to be trained and trustworthy.)

I've yet to try scan-as-you-shop services. Having read the above thread, I'm more inclined to give them a go some time, but not quite yet. I'm still in shopping-for-two-households-in-the-same-trolley pandemic mode, and while I don't know if their systems allow you to operate two scanners at the same time, I'd rather try it when I've only got one shopping list in hand.
 

ABB125

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The first time I came across hand held scanners was in Sweden in 2012 on a family holiday; it seemed a rather novel approach, and most large supermarkets had the system.* A few years later, they started to appear at our local Tesco.

*Slightly off-topic, but the best thing about Swedish shops is the bottle machines (well, they are to a 10 year old me!). Having such a system in the UK would really have made my childhood more fun, with trips out scavenging for bottles to maximise revenue! There was a thread about this a few years ago, I'll find it and put a link here.
 

221129

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Having such a system in the UK would really have made my childhood more fun, with trips out scavenging for bottles to maximise revenue!
This is by no means new to the UK. AG Barrs stopped doing it for their glass bottles in recent years but started in 1905..
 

swj99

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I've never been in favour of self service tills on the basis that by using one, I'd effectively be doing the shop's work for them, and potentially giving the company an excuse to dispense with the services of an actual human. Also, I much prefer to interract with people than machines.
Do any of you remember one of the Terminator films, where they chucked a Terminator into a vat of molten steel ? That's what I'd like to see happen to the self service tills. Especially the bit where the red LED gradually fades out until it's gone forever.
And as for that really annoying voice which is similar to the railway announcement one, when it says, "Goodbye !"
No-one says goodbye like that. "See you later !" maybe, but not goodbye in such a BBC accent and patronising tone.
"Would you like to use the self checkout sir !"
No, because I don't work here.
 

GusB

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I remember using Shop & Go at Safeway; seem to recall that worked slightly differently to current installations as you would scan a barcode upon entry to the Shop & Go area; one if everything scanned and another if you still had some items that you haven’t scanned. You had to have an ABC card (redundant acronym alert as ABC stood for Added Bonus Card!)

The screen would then tell you if you needed a rescan or whether you could proceed to pay. If you had to rescan then they would check all of your items. They had a normal checkout with conveyor for rescans, and then I think 2/3 stand-alone podium tills with no belt (this was long before the days of self-service checkouts of course).
I worked for Safeway when Shop'n'Go was introduced. The larger store where I started only had the system fitted after I'd transferred to another branch, so I didn't have any experience of using the system from a staff point of view. I used it twice as a customer, but was rescanned on both occasions. The idea was that once you'd had so many successful checks it would then only check you randomly. At the time it wasn't possible to use the Added Bonus Card (ABC) and staff discount together, so it wasn't really worth me using the system.

The ABC was brought in around 1995, shortly after Tesco introduced Clubcard and initially could only be used at the store where it was issued. It was later amended so that points could be earned in any store, but could only be redeemed at the "home" store, either in cash off your shopping (100 points = £1), or buying selected items with them which gave slightly more value.

Another initiative that ran alongside was the Greenbox. From memory these had to be purchased, but the idea was that the customer brought their boxes from home and scanned the shopping straight into them so that there was no packing required at the end. Special trolleys were introduced to carry them.

I think it was the takeover by Morrison's that killed off Shop'n'Go, but I wonder if other companies would have introduced self-scanning sooner had it continued.
 

Dai Corner

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I've never been in favour of self service tills on the basis that by using one, I'd effectively be doing the shop's work for them, and potentially giving the company an excuse to dispense with the services of an actual human. Also, I much prefer to interract with people than machines.
Do any of you remember one of the Terminator films, where they chucked a Terminator into a vat of molten steel ? That's what I'd like to see happen to the self service tills. Especially the bit where the red LED gradually fades out until it's gone forever.
And as for that really annoying voice which is similar to the railway announcement one, when it says, "Goodbye !"
No-one says goodbye like that. "See you later !" maybe, but not goodbye in such a BBC accent and patronising tone.
"Would you like to use the self checkout sir !"
No, because I don't work here.
The services to use if you want to maximise the staff time spent on your purchases are click & collect or home delivery.

I more or less filter out the voices, though no doubt they're useful for those who have difficulty reading the screens.
 

py_megapixel

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Do any of you remember one of the Terminator films, where they chucked a Terminator into a vat of molten steel ? That's what I'd like to see happen to the self service tills. Especially the bit where the red LED gradually fades out until it's gone forever.
And as for that really annoying voice which is similar to the railway announcement one, when it says, "Goodbye !"
No-one says goodbye like that. "See you later !" maybe, but not goodbye in such a BBC accent and patronising tone.
I more or less filter out the voices, though no doubt they're useful for those who have difficulty reading the screens.
If you really don't like them, most of them have mute buttons now - look for the speaker icon along the bottom of the screen.

"Would you like to use the self checkout sir !"
No, because I don't work here.
Generally if they ask you that they are trying to reduce the time spent waiting by directing you towards a checkout with a shorter queue, or they are telling people who might prefer the self checkout that one exists in case they hadn't previously realised.

I appreciate you might not be in favour of self checkouts, but some customers genuinely prefer them. Staffed checkouts aren't going away anytime soon anyway.
 

Mojo

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Another initiative that ran alongside was the Greenbox. From memory these had to be purchased, but the idea was that the customer brought their boxes from home and scanned the shopping straight into them so that there was no packing required at the end. Special trolleys were introduced to carry them.
Ah yes I was going to mention the greenbox in my post but forgot. The precursor to the bag for life I suppose - but I seem to recall buying one was quite expensive for its day. You often see these out and about quite a bit now a days at allotments and food banks amongst other places and despite 20+ years of use they all look as good as the day they were bought. Don’t know where ours ended up though.
 

DelW

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I prioritise using local shops rather supermarkets, cash rather than cards, and operator tills rather than self-scan.

My ideal is my local greengrocer, where I buy most of my fruit and veg:
  • nothing is prepacked (except eggs in boxes), so I can buy the exact numbers and sizes of each item that I want
  • there's no plastic packaging, if I want to keep small items like sprouts together there are wads of brown paper bags hung up on string around the shop
  • when I've got everything I want, I take it to a wooden counter in one corner, where ...
  • the greengrocer weighs items that are sold by weight on a mechanical scales and counts those that are sold by number, and ...
  • works out a total price using an unknown algorithm that always gives the answer as a multiple of 50p
  • money goes into, and change is taken from, a compartmented wooden drawer below the counter
There are no barcodes, scanners, receipts, nor even a till. All payments are strictly cash only as they do not have a card or phone reader. Their system is proof against bank system failures, internet outages, and even power cuts, though in that event they might need a few candles in the winter.

Despite (or may be because of) all the above, it's a pretty busy shop!
 
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