Show the full delivery price from the first click

If a customer must pay a delivery or collection fee to buy a product, the minimum mandatory fee belongs in the total price from the first time that price appears. The same complete total must follow the customer through advertising, product pages, baskets, checkout and the payment page.

This requirement already forms part of consumer protection law. A new letter published on 2 November reminds online retailers to review their websites, apps and advertising before Christmas trading. It says some businesses still show delivery charges too late or leave them out of basket totals.

A flat fee for a whole basket still needs to appear in the total throughout the journey. A business can show a breakdown alongside it. Where delivery is optional, customers need clear information about the charge throughout the process. If the amount cannot reasonably be calculated in advance, explain that an additional charge may apply.

Start with one real product. Open the advert or listing, product page, basket, checkout and payment page in order. Write down every total the customer sees. Add the lowest unavoidable delivery or collection fee wherever a price appears, then check that the amount remains consistent after quantity, postcode and delivery choices are entered.

On Monday, repeat the journey on a phone and a desktop browser. Save screenshots of each step and record who owns future pricing changes. A complete trail makes it easier to spot a late fee, a mismatched total or a page that has missed an update.