StoreFrontBackTalk
Written by Evan Schuman
Do the very nature of mobile checkout apps mean that retailers must radically rethink shoplifting policies? (Hint: The answer is "yes.") After Apple literally sent an 18-year-old Apple Store customer to jail in New York City last month—after the customer apparently failed to click the final complete transaction button—the broader implications for retailers are significant. Shoplifting policies are based on a simply binary: Is the customer leaving the store with an unpaid-for product? But there needs to be proof of intent. And for the next year or two—while consumer-controlled mobile in-store purchases are very new—there had better be overwhelming proof of that intent.
What should be the policy if the customer absentmindedly—or sloppily or in haste—forgets to click an icon? Even more frightening, what if the shopper does properly process the transaction on his/her mobile phone but the application or the transmission glitches, for whatever reason?
StoreFrontBackTalk
Written by Evan Schuman
Do the very nature of mobile checkout apps mean that retailers must radically rethink shoplifting policies? (Hint: The answer is "yes.") After Apple literally sent an 18-year-old Apple Store customer to jail in New York City last month—after the customer apparently failed to click the final complete transaction button—the broader implications for retailers are significant. Shoplifting policies are based on a simply binary: Is the customer leaving the store with an unpaid-for product? But there needs to be proof of intent. And for the next year or two—while consumer-controlled mobile in-store purchases are very new—there had better be overwhelming proof of that intent.
What should be the policy if the customer absentmindedly—or sloppily or in haste—forgets to click an icon? Even more frightening, what if the shopper does properly process the transaction on his/her mobile phone but the application or the transmission glitches, for whatever reason?
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