Digital receipts vs. paper: What your customers really prefer
Who knew that the humble receipt would become such a battleground? In 2025, more and more businesses are going fully digital, while others still cling to the traditional paper receipt. It can be hard to know which way to turn, so we're here to help! Here's everything you need to know about the great receipt divide.
Are paper receipts going out of fashion?
Digital receipts have been around in the UK longer than you might think; in fact, Apple started using them at its stores way back in 2005. Back then, digital receipts were seen as something reserved for tech nerds. Now they're everywhere. In the last decade, digital receipts have really taken off. In particular, the COVID-19 pandemic led to businesses opting for paperless strategies. Nowadays, businesses without an online option can feel outdated, but do customers want digital receipts? Let's take a look at what the data says...
What customers actually prefer (and why)
According to 2025 research, 71% of UK grocery shoppers will choose a digital receipt when offered the option in-store. That's already a strikingly high figure, but it jumps to a massive 81% among customers who shop in grocery stores daily.
There are several reasons why shoppers prefer to go digital, so here are the problems with paper receipts that technology can solve:
You can't lose a digital receipt
Top of the list is convenience. It is reported that 75% of shoppers say they've accidentally thrown away a paper receipt they wanted to keep, while 66% reckon they've lost one that they needed for a return or exchange. No one can lose an email receipt, and there's no need to rifle through a stack of papers looking for the right one, either. Just use the search function in your inbox and you'll find your receipt in a flash.
They're better for the environment
Sustainability is an increasing concern for shoppers, and particularly Generation Z. Now, 87% of 18 – 25-year-olds say they would choose digital over paper for environmental reasons.
Not everyone realises that you can't recycle paper receipts, thanks to the special thermal paper they're printed on. What's more, over 200,000 trees are cut down each year just for paper receipts. Just as the once-ubiquitous plastic shopping bag has become a thing of the past, paper receipts may be on the way out due to environmental concerns.
They allow a new kind of loyalty scheme
Here's a point that's good for both the customer and the shop. If you've got a retail business, digital receipts make it easier to offer your customers personalised offers. Some customers also enjoy the convenience of accessing their loyalty account and their entire shopping history in one place, which is possible when you go paperless.
They keep your younger shoppers happy
Across all generations, younger shoppers are the ones who are most enthusiastic about digital receipts. Members of Gen Z care more than their older counterparts about eco-friendly receipt options. They're also more likely to misplace slips of paper. This means that businesses targeting younger customers should consider digital receipts an essential feature.
When paper still has a place
Before you rush to implement digital receipts in your small business, keep in mind that not everyone is ready to go paperless yet. Here are some important factors that business owners need to consider:
Not everyone likes to give out their data. While some customers are comfortable sharing their email address or phone number with a business, others see this information as personal and don't want to share it. People may also fear being spammed or forced onto a mailing list.
What's the nature of your business? Some customers don't want to waste time spelling out their email address for every small transaction. Even someone who prefers a digital receipt for a large purchase may not want one when grabbing a cup of coffee.
Think about your target audience. Just like members of Generation Z prefer digital receipts, some older people are more comfortable with paper.
Customers may prefer a paper receipt in some specific circumstances. For example, if they need to claim expenses, if they're carrying out a cash transaction, or if they want a copy of a warranty.
Some customers worry about human error. If their email address is hard to spell, for example, they may see a paper receipt as more convenient. A digital receipt that gets sent to the wrong address is no good to anyone.
Keep in mind that some customers feel angry or frustrated if they're told that digital receipts are the only option. Some may even choose to shop elsewhere. Likewise, customers who really want a digital receipt might walk out of a store that doesn't offer one. What's a small business owner to do?
Luckily, this is a rare situation where, to go against the old saying, you really can please all the people all the time. There's an easy solution that will keep everyone happy: offer two options. That way, customers who prefer a digital receipt will have it available in their inbox, while those who want a piece of paper can tuck it away in their wallet. You can even offer a third option: no receipt at all. This is likely to be particularly popular in businesses selling food and drink, or in places where transactions tend to be small.
How SumUp helps you with both
Offering multiple receipt options may sound complicated, but don't worry. We've got multiple products to help you take payments. You'll be able to improve your customer receipt experience and keep everyone happy. If you're already using a SumUp tool for payments, you can easily set up digital receipts in your options. Really, it's as easy as a few clicks.
The SumUp Solo card reader, meanwhile, is available with a mobile printer. This simple mini printer lets you choose the receipt format on the spot, changing it up for each customer, for a quick and easy checkout process. Let your customer decide what kind of receipt they're looking for: email, SMS, paper, or nothing at all.
One of the handiest things about the Solo card reader and printer is that it's fully portable. In fact, the printer fits right in the palm of your hand. You can print up to 800 receipts on a single charge, so it's easy to offer a paper choice for those customers who still want one.
The benefits of going paperless where possible
Of course, it's not all about the customers. You also need to think about what's good for you. From a business point of view, there are a number of reasons why digital receipts make sense. Here are some reasons to consider embracing paperless options:
Digital receipts are a cheaper option. Okay, till roll may not be your biggest business expense, but it still costs money, so paperless receipts are better for your bottom line.
You'll generate less waste. Let's be honest, when you're cleaning up at the end of the day, how many discarded paper receipts do you find? Offering digital options helps cut down on rubbish, which has lots of practical benefits for your business beyond the environmental impact.
It's easier to keep records. For a merchant, this is one of the major advantages of digital receipts. Now, you won't have to waste time sorting through stacks of paper; everything you need is easily accessible. This will also create a much smoother experience if a customer wants to return an item.
You can build better loyalty schemes, easily personalising offers to your customers. In the past, this kind of personalised reward programme was only really available to huge retailers with budgets to match, but now small business owners can create one, too.
As we learned from the pandemic, paperless systems are more hygienic. If you have a business like a beauty salon or a food truck, this may be a particularly important concern.
Just remember that, while digital receipts may be better for your business, customers don't always like them. We've already looked at the reasons why some customers still prefer paper, and it's important to respect those preferences. A customer who feels bullied into taking a digital receipt is not going to be happy.
Give your customers the receipts they want
Digital receipts are likely to be an important part of the future, but not everyone is onboard yet, and it's important to recognise that. Whether your customers are looking for digital or paper receipts, you can keep them happy. Bring convenience into your business. With the SumUp Solo card reader and printer, you can meet your customers right where they are, with receipt solutions that fit every occasion and mood.
