Making Sure the Scanned Price is Right
From groceries to barbecue grills, most everyday
items bear a Universal Product Code (UPC). This symbol -- a series of numbers and vertical
bars of varying thicknesses -- is shorthand for product information. When a cashier passes
the UPC symbol over an electronic scanner, a computer decodes the symbol and sends the
price to the register. The price appears on a display screen and on your printed receipt.
Retailers say scanner technology has several advantages: speeding checkout time,
lowering labor costs, and improving sales and inventory records. They also say that
scanning results in fewer pricing errors than manual entry.
Scanning errors can result in overcharges and undercharges. Overcharges can cost the
individual shopper money, especially if the shopper doesn't speak up when they occur. They
also can be frustrating for time-conscious consumers, who may have to stand in line for a
refund, or worse, return to the store.
Savvy consumers -- those who are aware of prices, who check scanner charges for
expensive items or items they know are on sale and who are willing to shop elsewhere if
price corrections aren't made - will encourage retail stores to police the accuracy of
their checkout scanners. Pricing Accuracy Concerns
Electronic scanning is not foolproof. The reasons: human error, pricing difficulties,
management problems. As a result, consumer advocates and regulators are concerned about
inconsistencies between advertised or posted prices and prices stored in the computer;
inaccurate prices throughout a chain of stores because of an error in the central
computer; and problems for shoppers who may not remember posted prices or special
promotions when they check out. Spotting Scanner Errors
Although the UPC symbol has replaced the traditional readable price tag, it's still
possible for consumers to spot pricing errors at the register. Here's how:
- Watch the display screen for prices. If you think you're being overcharged, speak up.
Ask about the store's policy on pricing errors, and ask the cashier to make the adjustment
before you pay. Although some stores simply adjust the price, others deduct an additional
amount. Still others offer the mispriced item for free.
- Bring a copy of the store's flyer or newspaper ad to the checkout counter. Some
advertised specials -- 15 percent off an item for two hours, for example, or a two-for-one
promotion -- may not be in the computer and must be entered manually by the cashier.
- Consider jotting down prices or special sales as you wend your way through the store. In
grocery stores, you may want to use a pen or crayon to note the product prices on the
packages.
- Check your receipt before you walk away. If you notice an error, ask the cashier to
adjust the total. If you've already left the cashier's lane, see the store or department
manager or the customer service department to correct any mistakes.
Effective Complaining
If you notice a pattern of electronic scanning errors in a particular store, talk
to the customer service department or the store manager. You also may want to write a
letter to the company's headquarters. The retailer may not realize a problem exists until
it's pointed out.
You also may report recurring problems to your state Attorney General's office, state
or local consumer protection office, or your state or local office of weights and
measures.
The FTC works for the consumer to
prevent fraudulent, deceptive and unfair business practices in the
marketplace and to provide information to help consumers spot, stop and
avoid them. To file a
complaint or to get free information
on consumer issues, visit
www.ftc.gov or
call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The
FTC enters Internet, telemarketing, identity theft and other fraud-related
complaints into
Consumer Sentinel, a
secure, online database available to hundreds of civil and criminal law
enforcement agencies in the U.S. and abroad.
|
FEDERAL TRADE COMMISSION |
FOR THE CONSUMER |
1-877-FTC-HELP |
www.ftc.gov |
|
December
1998 |