Fictional training example: Northstar Market, sample notice dated 14 October 2026. This guide illustrates a store-level workflow; it is not an active incident notice or a general pricing policy. Follow your organization’s approved customer-response guidance for the applicable location and channel.

Resolve the mismatch

Use the approved reference before responding or requesting a correction.

Keep the item and offer details together as you check the discrepancy. If the reference does not settle the question, use the store escalation route rather than making an assumption.

  1. 1

    Identify what differs

    Check that the item at checkout matches the item shown on the shelf or offer display. Note the displayed price or promotion and the checkout information, including any stated quantity or offer dates.

  2. 2

    Check the authorized reference

    Open the published pricing and promotion guidance approved for the relevant location and sales channel. Check its scope and exceptions; do not infer an answer from a similar item or another store.

  3. 3

    Respond within approved guidance

    Use only the customer response authorized in that reference. If the guidance is missing, unclear, or does not cover the case, avoid promising an outcome and ask the store lead to review it.

  4. 4

    Escalate the unresolved case

    Give the store lead the item identifier, location, displayed wording, checkout information, and the reference checked. Follow the lead’s direction for the customer-facing handoff.

  5. 5

    Route the source correction

    Send the discrepancy to the owner of the affected shelf display, promotion content, or checkout information. Identify which source appears incorrect. A correction to one source does not confirm that another source has been updated.

A supermarket aisle lined with packaged groceries

What to compare

For the same item, compare three pieces of information: the item and any qualifying quantity, the displayed price or offer wording, and the checkout information. Record the exact difference in plain language so the store lead and source owner can follow up.

The aisle image is contextual only. It is not a Northstar Market location, a marked-up example, or evidence of a particular discrepancy.

Handoff roles

Store lead
Store-level escalation
Store Operations
Pricing or promotion source owner
Correction to the affected display or checkout source
Retail Operations

Worked example: a two-for offer

In this fictional example, a shelf label shows a “2 for” offer, while checkout displays the regular single-item price. The associate checks that the product and offer details match, then consults the approved reference for the applicable location and channel.

If that reference authorizes a response for the situation, the associate uses that response as written. If it does not resolve the mismatch, the associate gives the store lead the item and offer details and the reference checked. The associate also routes the shelf-label or checkout correction to the owner of the source that appears wrong. Updating the label alone does not establish that checkout information has changed, and vice versa.