Disclaimer:
I am only an operator in the cannabis industry. The information shared in this article reflects my personal experiences and observations. It is not financial, legal, or operational advice, nor am I endorsing any specific payment processor or payment method.
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Before anything else, I want to start with a simple statement: This is an apology to our customers.
Over the past few weeks, some of you experienced frustration when visiting Major Bloom. There were moments when our debit system was unavailable and, unfortunately, our in-store ATM also ran out of cash. That combination created an inconvenience for people who simply wanted to stop by and make a purchase.
As the owner of the company, that responsibility falls on me.
We saw it reflected in customer feedback, including a review that mentioned the experience directly. While those comments can be difficult to read, they are also important. They remind us that every person who walks through our doors expects reliability, and when we fall short of that expectation, it is our responsibility to address it openly.
What Happened
At the start of the month, there was a national disruption affecting Cashless ATM payment systems used across the cannabis industry.
For several days, customers could not use debit cards through the Cashless ATM network. At the same time, because more customers relied on our physical ATM to withdraw cash, that machine ran out of available funds faster than expected.
For about four days, customers visiting the store faced limited payment options.
In a normal retail environment, this would be unusual. In the cannabis industry, unfortunately, it is still something businesses must navigate from time to time.
Why Cannabis Payments Are Different
Cannabis remains classified as a Schedule I substance under federal law, even though it is legal for adult use in Massachusetts and many other states.
Because of this conflict between state and federal law, many traditional financial services — including major banks, credit card networks, and payment processors — either avoid the industry or operate with additional restrictions.
This has led to the development of workarounds that many customers have become familiar with, including Cashless ATM transactions.
For customers who may not know how this works, a Cashless ATM transaction operates similarly to an ATM withdrawal. The purchase amount is rounded to the nearest increment — usually $5, $10, or $20 — and the difference is returned to the customer in cash.
For example, if your purchase totals $33, the system may process a $35 transaction, and the remaining $2 is returned in change.
This structure exists not because businesses prefer it, but because it allows cannabis retailers to operate within existing financial network rules while still offering customers a debit option.
However, when disruptions occur within that network, it can affect dispensaries across the country.
Taking Responsibility
Even though the root cause of the issue was outside our control, I still believe the responsibility to our customers belongs to us.
We try to stay ahead of these challenges by offering multiple payment options, including:
- Cash ATMs in store
- Cashless ATM debit transactions
- Dutchie Pay, which allows customers to link their bank accounts directly for purchases
Despite those redundancies, the timing of this disruption created a situation where options were temporarily limited.
For customers who experienced that inconvenience, I sincerely apologize.
Moving Forward
The good news is that the issue has been resolved.
Our ATMs are fully operational again, and we have also installed new debit terminals to help reduce future disruptions. We continue to evaluate payment options that will provide a smoother experience for customers.
Many people ask us when cannabis businesses will be able to accept tap-to-pay or traditional credit cards like other retailers.
There is a growing conversation at the federal level around rescheduling cannabis from Schedule I to Schedule III, which could help normalize financial services within the industry. If meaningful policy changes occur, they may open the door to more traditional payment options.
My hope is that by the end of the year, we will begin to see real progress on that front.
Thank You for Showing Up
Despite the challenges that come with operating in one of the most heavily-regulated industries in the country, the support from this community continues to mean everything to us.
Major Bloom has now been open for nearly 1,825 consecutive days.
Through weather, regulatory hurdles, market changes, and moments like this, the Worcester community continues to show up for us. We do not take that support lightly.
We will continue working every day to improve the experience inside our store, while also navigating the unusual realities that come with running a cannabis business in America today.
And most importantly, we will continue doing what we have done from the beginning: serving our community, responsibly and consistently, one customer at a time.