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Frequently Asked Questions
  • How do I scan a product for my cart?
    Click on the “Scan Barcode” button and scan the barcode on the product you wish to purchase.
  • What items are restricted from mobile checkout?
    There are no restricted items while using mobile checkout, However, by law, it requires you to show your ID when verifying the purchase with alcohol, cigarettes, age-restricted items.
  • What if my item does not have a barcode (or damaged barcode)
    If the damaged barcode does not scan, you can enter the PLU of the item. PLUs can be found on the shelf tags where the item is located. If you cannot locate the PLU, find the nearest store team member for assistance.
  • Is there a max # of items I can purchase using mobile checkout?
    No, there is no limited number of items while using mobile checkout.
  • When I scan the barcode, do I need to put the barcode on the exact red line?"
    No, you just need to make sure the barcode is in the green box area. The direction and the position of the barcode do not affect the scanning.
  • Do I have to be connected to Wi-Fi to use mobile checkout in the store?
    No, it is not necessary, mobile checkout can be accessed via your cellular network or Wi-Fi.
  • What do I do after I have scanned a product?
    Place the item in your card, bag and continue your shopping or begin the checkout process if you have everything you need.
  • What is a PLU and how do I enter it?
    PLUs can be found on each item or the shelf tags where the item is located. If the damaged barcode does not scan, you can enter the PLU of the item at.
  • Do I need a paper receipt to exit?
    No, you don’t need a paper receipt. Once a purchase is completed, the digital receipt will show in the App. You can find it in the order history.
  • How do I pay for my purchases?
    Once you have completed your cart, click on the “checkout” button to complete the purchase on your phone.
  • Can I pay in cash?
    No, because you make the payment on your phone, the mobile checkout only takes payment via Paypal or any of the following preferred credit/debit cards: Mastercard, Visa, Discover, American Express.
  • Can I get the paper receipt?
    Yes, you can ask for a paper receipt at the mobile checkout area when verifying the purchase. You can also find the digital receipt from the order history.
  • I have completed my transaction; can I just walk out? Where do I go?
    If you have completed your transaction, head directly to the mobile checkout area or store customer service and validate your purchase with the QR code by the attendant on your way out.
  • Can I make a partial payment in cash?
    No, mobile checkout only accepts payment in full via Paypal or any of the following preferred credit/debit card: Mastercard, Visa, Discover, American Express.
  • How are returns/refunds on purchases made with mobile checkout processed?
    Refunds and returns are no part of the app and are handled like regular store transactions. Note that you will need to show your receipt for the purchases and this is located in the app from the order ---> past orders.
  • Can I return items purchased with mobile checkout?
    Yes, just like any store transaction, returns and exchanges are processed at the customer service counter.
  • I can’t find my receipt in my app.
    Receipts are located in the app from the order ---> past orders.
  • General issues
    For retail store issues, please contact the store customer service: 510-399-4832 For technical issues, please send emails to: support@freshq.com
  • Can I use mobile checkout on multiple devices with the same account?
    Yes, you can.
  • How many times can I use mobile checkout a day/week/month?
    As often as you like.
  • How do I buy produce and items that need to be weighed?
    Items that must be weighed (i.e. produce) must first be weighted at the digital scale so that the item price can be calculated. The digital scale will be placed at the checkout/bagging area. If you have any problems with doing that, our nearest store attendant will be there to help. Look for signs to the digital scale, follow instructions at the scale to weigh your item, and generate a barcode. Scan this barcode with the app. If you have any problems with doing that, please find the nearest store attendant for help.
  • What’s the maximum # of items/total amount for mobile checkout?
    There is no maximum # of items/total amount for mobile checkout.
  • The prices in the mobile checkout app are not the same as the prices I see in-store?
    There are some cases where you may see a different price - especially for complex promotions. However, just like store transactions, the POS will apply all eligible promotions and offers when you checkout. All items should receive the correct price at checkout unless the promotions are in-store only.
  • My scanner isn’t scanning product barcodes.
    For restricted items: Items restricted (alcohol, cigarettes) are not supported in the app. The lighting issues: The scanner does not work well when the lighting is too dark. Please turn on the flashlight or scan the item again with brighter lighting.
  • Do I need to be in the store location in order to use the mobile checkout?
    No, but please only use mobile checkout within the participating stores. The item barcodes are universal. Using mobile checkout in non-participating stores may cause transaction issues.
  • Can I share my account with other people?
    This is not recommended due to privacy concerns. However, you can have your login on multiple devices.
  • What methods of payment are accepted?
    Credit/Debit card (Mastercard, Visa, Discover, American Express) Paypal
  • Do I need to set up my method of payment before using mobile checkout?
    No, but you will need to set up a payment method to complete the purchase.
  • Do I need to link or save a method of payment to my mobile checkout app?
    No, but it will save your time if you do it.
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