The viral incident involving an elderly woman who was unable to buy roti O because she wanted to pay with cash highlights a troubling reality behind today’s cashless culture. What should have been a simple transaction turned into a public controversy, not because of the product, but because of the lack of empathy shown toward a vulnerable customer.
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Digital payment systems such as QR codes and e-wallets are designed to make transactions faster and more efficient. However, efficiency should never come at the cost of human dignity. Not everyone—especially elderly people—is familiar with or has access to digital payment platforms. For many seniors, cash remains the most reliable and understandable form of payment.
The refusal to accept cash in this case may have followed business policy, but it ignored a basic principle of customer service: people come before systems. Small businesses, particularly those that grow through viral attention, should remember that flexibility and kindness are just as important as modern technology.
This incident also raises a broader issue of digital exclusion. While society moves rapidly toward cashless transactions, certain groups are left behind. When businesses fail to accommodate these groups, they unintentionally reinforce inequality rather than inclusion.
The public backlash against the seller shows that consumers still value empathy over convenience. Viral success should not only be measured by long queues or online popularity, but by how businesses treat their customers—especially those who need understanding the most.
In the end, technology should serve humanity, not replace compassion. The roti O incident is a reminder that progress loses its meaning when it forgets the people it is meant to help.
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