Purpose

This article outlines the Amazon Just Walk Out (JWO) shopping experience, describes the hardware included for a JWO Store, and contains information regarding contacting 365 Support.
 

Process

Amazon Just Walk Out (JWO) technology helps create a checkout-free shopping experience. Shoppers enter the market, select their items, and exit when they are finished shopping. The system tracks the shopping session and creates a transaction and receipt after the shopper exits.

365 provides the commercial experience, including shopper payment, receipts, refunds, pricing, promotions, loyalty, reporting, and customer support. Just Walk Out technology supports the physical market environment and item-detection experience.
 

How the Shopping Experience Works

1. Entry: The shopper uses the entry experience to begin shopping. This takes place on the PicoMarket.
    
2. Shopping session: A shopping session is created and tracks the shopper's visit in the market.
    
3. Item selection: Cameras, sensors, shelf configuration, and product information work together to identify items are added to and/or returned from a shopper's cart.
    
4. Exit and transaction: When the shopper exits, the shopping session is finalized and the transaction is processed.
    
5. Receipt: The shopper receives a receipt based on their selected receipt-delivery preference.
    

JWO Market Components

Gates

Gates manage entry to and exit from the market. They should open and close smoothly and should not be blocked, damaged, or misaligned.
 

Pico Device

Pico devices on a custom mounted bracket support the shopper entry experience. If a Pico device is frozen, unreadable, offline, or otherwise not functioning as expected, please reference the article PicoMarket - Troubleshooting Guide.
 

Cameras, Shelves, and Sensors

Cameras, shelves, fixtures, and sensors support item detection in the market. Their placement, condition, and alignment help the system accurately recognize shopper activity and products.
 

Planograms and Product Placement

A planogram defines where products are placed in the market. Products should be stocked in their assigned locations. Changes to product placement, missing fixtures, or incorrect shelf configuration can affect item recognition.
 

Network and Power Equipment

Network connectivity and power support the operation of market equipment. A connectivity or power interruption may affect gates, Pico devices, cameras, or other JWO components.

For more information regarding the requirements for networking for a JWO location please reference the article, Amazon JWO - Network Requirements.
 

Supporting Accurate Shopping Sessions

Accurate product recognition depends on correct product placement and store conditions. Help maintain a consistent experience by reporting issues such as:

• Products that appear in the wrong location or are not recognized as expected
• Missing, damaged, or misaligned shelves, fixtures, or sensors
• Camera alarms, beeping, visible damage, or possible calibration concerns
• Stocking concerns that may affect product identification
• Changes to the store layout that may affect the shopping experience
   

Receipt Accuracy and Shopper Concerns

A shopper may report that an item is missing from their receipt, that they were charged for an item they did not take, or that an item appears more than once. When reporting a receipt-accuracy concern, include:

• Store name or Store ID
• Pico Device ID
• Receipt ID or session ID, if available
• Date and approximate time of the shopping trip
• The product or products in question
• A brief description of the concern

Report receipt-accuracy concerns within 48 hours of the shopping session whenever possible. This helps Support complete the most thorough review.
 

Hardware Issues

When reporting a hardware-related issue, identify the affected equipment and describe what you observe.

• Gate: Does not open or close, is delayed, beeps, is damaged, or appears misaligned.
• Pico device: Screen is frozen, unreadable, offline, damaged, or not functioning as expected.
• Camera: Beeping, alarm, damage, cleaning concern, calibration concern, or camera offline.
• Shelf, fixture, or sensor: Missing, damaged, misaligned, or not detecting products as expected.
• Network or power equipment: Connectivity loss, power outage, UPS concern, or another electrical issue.

When possible, include the equipment ID, its location in the market, the date and time of the issue, and photos or screenshots.
 

Reporting a JWO Market Issue

Contact 365 Support for all JWO market issues. Include the store name or Store ID, Pico device ID, the date and time of the issue, a description of what happened, and any available photos, screenshots, receipt details, or equipment information.

365 Support will review the issue, request additional information if needed, and coordinate the appropriate investigation and next steps.