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.
Electronic scanning is not foolproof. The reasons: human error, pricing difficulties, and 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.
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:
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.
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 ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The FTC enters consumer complaints into the Consumer Sentinel Network, a secure online database and investigative tool used by hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.