Sample Scenario

Sample Scenario: The Total Changed

An invented customer-issue scenario, with questions and model answers.

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Illustrative Example. This scenario is invented. The customer, shop and amounts are not real. Risk screening, not legal advice.

Scenario: The Total Changed At Checkout

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

Your team member has the customer's order open. The product page says "£90, includes standard delivery". At checkout the customer picked next-day delivery.

QUESTION 1

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 2

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 3

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.

What This Scenario Teaches

  • Check the real journey before replying.
  • Know the difference between mandatory and optional charges.
  • Record and escalate possible risks. You do not need to decide the legal answer.

SkillTrain is not a qualification and is not legal training. Scenarios help people spot and handle possible issues.

Official Sources (all checked 16 October 2026)

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