From Cash-Only to Click-and-PIN: Launching Debit Payments in a Pandemic
THE CHALLENGE
Cannabis retail was still overwhelmingly cash-based, even as the COVID-19 pandemic made cash handling, in-person contact, and crowded checkout lines a health and operational risk. Customers wanted contact-minimized, card-like payments, but traditional card networks would not support standard cannabis credit processing, leaving operators with limited, compliance-sensitive options.
The goal was to introduce a compliant debit solution that felt familiar to customers (insert card, enter PIN) while reducing cash on hand, speeding up checkout, and aligning with pandemic-era safety expectations—without disrupting existing store operations.
OUR APPROACH
Solution Selection: Evaluated cannabis-specific payment providers and implemented Paybotic’s debit processing, which supports PIN-based debit transactions tailored for dispensaries.
Coordinated Launch: Timed deployment alongside other digital payment options to present a cohesive “new payment experience” instead of a confusing one-off change.
Terminal Rollout: Deployed Paybotic terminals across all locations, integrating them into existing checkout flows so budtenders could adopt them without changing their entire workflow.
Staff & Customer Education: Trained staff on how to explain the fee structure and flow (card + PIN, like an ATM) and created in-store/online education to normalize debit as a safe, convenient option during COVID.
FINAL RESULTS
Safer, Lower-Contact Checkout: Reduced reliance on cash handling during the pandemic, supporting health and safety guidance and customer comfort.
Operational Efficiency: Faster, more predictable payment flow at the register compared to counting cash and making change.
Reduced Cash Risk: Less cash on site lowered security risk and the operational burden of cash handling, counting, and transport.
Customer Adoption: Customers quickly embraced the ability to pay with debit rather than needing to plan cash on hand, which aligned with broader consumer expectations for digital payments.
WHAT DID WE LEARN?
Moving away from cash-only isn’t just a convenience play; it is a resilience and safety strategy in regulated, high-traffic environments. Cannabis-focused debit solutions fill a real gap where traditional card networks still refuse the category, but they must be deployed with clear education so customers understand how they work and what to expect at checkout. When payment options match mainstream retail expectations, basket size, throughput, and customer loyalty all benefit.
