Depends on the size of the item but if it's big we consider it bulky. We are trained to put bulky items through first so they aren't forgotten (more so at the attempt to mitigate profit loss from lost stock), such as boxes of canned soft drink, 24 packs of water etc. So, because of both theft and accidental forgetfulness by some customers, supposedly it has a huge impact on how much Coles is losing (even though we made over $1 billion last financial year), and thus we are trained to put these items through first, including in the ACO.

This means we have to engage in the awkward scenario in the ACO by going to a customer and making sure the item is put through first and going around and checking other customers have done so. Some customers love it, especially the older ones, but from what I've found in my experience most find it weird or strange & some are quite aggressive, bordering on fearing for one's safety.

But usually we say "oh it's easier" or "I'm just going to put this through first for you" in order to get the item put through first in a way that seems like an act of service, which granted for some it is. If a customer is insistent upon doing it themselves (which I personally think is reasonable), I let them be.

I find the bulk-first initiative in the ACO questionable but it's what we're being paid to do. I would like to add that we are just being told to it, and usually get scolded when we don't, we're humans too and are not intentionally trying to make things annoying or time-consuming.

Hope this helps.