Interactive Scenario

The Total Changed At Checkout

A customer says they were charged more than the price they saw. Work through the ticket, pick an answer to each question, and see how your choices compare with the model answers.

  • Scenario ST-01
  • Topic Total price
  • Questions 3
  • Level Front line

Illustrative Example. This scenario is invented. The customer, shop and amounts are not real. Your answers stay on this page: nothing is saved or sent. Risk screening, not legal advice.

support / ticket ST-01 / invented example
Customer MessageOrder open in your system

"I saw £90 on the product page and I've been charged £95. Your site says delivery is included. What is going on?"

Product page
£90, includes standard delivery
Delivery chosen
Next-day
Charged
£95

Question 01 / 03

Open

What do you check first?

Show The Model Answer

The journey the customer actually saw: what the product page, basket and each checkout step displayed. Do not assume the customer misread it, and do not tell them it is fine until you have looked.

Question 02 / 03

Open

The customer chose next-day delivery at £5. Is that a possible risk?

Show The Model Answer

Probably not. The CMA's price transparency summary says optional extras, such as next-day delivery, may be shown separately, while mandatory charges belong in the total. Its own example is £90 shoes that include standard delivery, with an optional £5 next-day delivery shown separately. Check that the £5 was clearly shown as optional before the customer paid.

Question 03 / 03

Open

The customer then says a £2.50 "service fee" was added at the last step and they could not remove it. What do you do?

Show The Model Answer

Treat it as a possible risk and pass it on. A fee the customer cannot avoid is a mandatory charge, and the CMA says mandatory charges belong in the total price shown, not added late. Record what the customer says, keep the screenshots, and escalate to whoever owns pricing or compliance. Do not tell the customer the practice is lawful or unlawful.

Official Sources (all checked 16 October 2026)

VeraTrain is not a qualification and is not legal training. This page is general information and risk screening, not legal advice. If you need advice, speak to a solicitor.