Explainer – How can digitalisation of payments affect consumers in
vulnerable circumstances?
As payments increasingly become cashless and move online, consumers can face challenges when shopping in-store and online.
Not everyone has a smart phone, internet connection, or bank account. This makes it harder to shop online and can create problems in-store when cash isn't accepted.
Some consumers aren't confident using digital payment systems or online shopping platforms, which can leave them confused or at risk of fraud – whether paying at the till or on a website.
When shops stop accepting cash, consumers in vulnerable circumstances may be unable to pay at all. They might also struggle with contactless or app-based payments they don't understand.
Consumers without internet access or digital confidence can't shop online at all – missing out on convenience, choice, and potentially better prices.
We asked the public about their preferences when it comes to shopping in-store or online.
A bit of both, to be honest with you.
When you can find what you want, the deals are usually online but if you can, shop at home.
I'd rather in-store. I'm not a big shopper in general,but I'd rather go in-store than online. I don't like having to send something back. I find that just annoying.
I still prefer to shop in-store because I can feel the product and I can try the size, etc.
If I go in shops,probably I won't find, I won't have as much choice as I would have online.
I prefer feeling it, seeing it, and actually trying it on.
There's more availability online though. Like, I know because you can try on in stores better, but online there's just more variety, more sizes.
Half and half. Maybe I'd say more online now since Covid, you know, I was never into it before that.
In-store because I actually think the bricks and mortar businesses will disappear if people don't support, kind of, their local shops.
Oh, in-store, I hate online. No, I don't like online at all. You can't get what you want. You can't see what you're getting.
I would prefer to shop in-store, but I feel like I can't shop in-store because everything's going online now and there isn't any more shops left really.
While consumer preferences vary considerably, choice – in terms of shopping options and methods of payment – is key to ensuring positive consumer experiences.
Although digitalisation can improve convenience and safety for many people, our engagement with civil society representatives highlighted some of the challenges facing people in vulnerable circumstances.
The Consumer Protection Code provides protections for consumers in vulnerable circumstances to help ensure nobody gets left behind, whether they access financial products in-person or on-line or are paying with cash or online.
See also:
Ensuring continued access to cash services throughout Ireland.