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Making Sure the

Scanned Price

is Right

rom groceries to barbecue grills, most everyday items bear a

Universal Product Code (UPC). This symbol ó a series of

numbers and vertical bars of varying thicknesses ó 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 doesnít 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 ó 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

F
Federal Trade Commission

Bureau of Consumer Protection

Office of Consumer and Business Education

December 1998

F C EDERAL RADE OMMISSION T FTC OR HE ONSUMER

1-877-FTC-HELP www.ftc.gov

Facts for Consumers

elsewhere if price corrections arenít made ó

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, itís still possible

for consumers to spot pricing errors at the

register. Hereís how:

✓ Watch the display screen for prices. If you

think youíre being overcharged, speak up.

Ask about the storeís 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 storeís flyer or newspaper ad to the checkout counter. Some advertised specials ó 15 percent off an item for

two hours, for example, or a two-for-one

promotion ó 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 youíve already left the cashierís

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 companyís

headquarters. The retailer may not realize a

problem exists until itís pointed out.

You also may report recurring problems to

your state Attorney Generalís office, state or

local consumer protection office, or your state

or local office of weights and measures.

Finally, consider filing a complaint with the

Federal Trade Commission (FTC). 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 tollfree, 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.