Shelf price and till price disagreeing is the single most common complaint we receive. Here is what the label should show and how to resolve a mismatch.
A mismatch between the shelf price and the price charged at the till is the most common complaint we receive. It is also among the easiest to resolve, provided you notice it before you leave the shop.
What a shelf label should tell you
- The item the price applies to, clearly enough that it cannot be confused with the one beside it
- The pack size — a price for 500ml does not apply to the one-litre bottle
- The unit price where it is shown, which is what lets you compare two different pack sizes honestly
- Whether the price is a temporary promotion, and the date it ends
If the till charges more
Raise it at the till before paying. Ask the cashier to check the shelf label. Most mismatches are genuine mistakes — an old label left up after a price change — and are corrected on the spot.
If the shop will not honour the displayed price, pay only if you still want the item, keep the receipt, and photograph the shelf label before you leave. The label is the evidence, and it may be gone by the time an officer visits.
Photograph the label, not just the receipt
The photograph of the shelf label is the difference between a complaint we can act on and one we can only record.