E-commerce
June 28, 2026
A crossed-out price can help the customer understand a discount, but it can also trigger a question: was this price really applied, why does the discount change in the cart, and is the offer still valid?
The chatbot must explain the reference price, the terms of the offer, any differences between the product page and checkout, and forward any contradictions or display errors.
This guide shows how to answer questions about crossed-out prices without undermining trust.
This guide shows how to answer questions about crossed-out prices without undermining trust.
Summary
Why are strikethrough prices sensitive?
The crossed-out price influences the perception of value. If the customer does not understand its origin or sees a different discount elsewhere, they may think of an error or a misleading practice.
The chatbot must therefore explain simply what the displayed price represents, according to the brand's rules and local obligations.
A crossed-out price should reassure about the offer, not create a discussion about trust.
Convert over 2,000 customers on average per month with Qstomy.
The world’s 1st Shopify AI dedicated to customer conversion
Empowering 200+ e-commerce merchants
What information should be checked?
The bot must verify the product, variant, country, currency, promotional period, product page price, cart price, taxes, fees, active codes, and stacking rules.
It must also request a screenshot if the customer sees a different price in an email, an advertisement, or a marketplace.
How to explain the reference price?
The chatbot can explain that the crossed-out price corresponds to the reference price used to calculate the discount, according to the brand's policy. It must remain aligned with legal rules and validated information.
If the exact source is not available to the bot, it must avoid making up a justification and offer a transfer.
How do you manage cart discrepancies?
A discrepancy may come from a different variant, a non-cumulative code, the end of a promotion, taxes, fees, an ineligible country, or cached display.
The bot must compare the visible elements and explain which rule seems to apply, without promising a price until it is confirmed at checkout.
How do I troubleshoot a display error?
If the customer shows a clear inconsistency, the chatbot must collect the screenshot, the URL, the time, the country, and the cart. The error must be escalated quickly for correction.
The bot can acknowledge the inconsistency without automatically confirming that the lowest price will be granted.
Which flow to follow?
The flow must compare prices accurately.
Identify the product, variant, country, currency, channel, capture, and relevant cart.
Check the strikethrough price, current price, validity period, code, stackability, taxes, and fees.
Explain the difference between the reference price, the displayed discount, and the checkout total.
Collect evidence if a public channel displays a contradiction.
Escalate display errors, disputed prices, legal obligations, and requests for commercial gestures.
Which messages should be used?
To explain: "The crossed-out price serves as a reference to understand the discount displayed on this product."
To check: "I compare the price on the product sheet with the cart, because variants, taxes, or codes can change the total."
To limit: "I cannot confirm a different price without validation if the display seems contradictory."
When to transfer?
Transfer is necessary if the customer disputes the legitimacy of the slashed price, if two channels display different prices, if a screenshot shows an active promotion, or if a commercial gesture is requested after purchase.
The bot must transmit the product, variant, URL, screenshot, cart, country, expected price, observed price, and the consulted rule.
Which KPIs should be monitored?
Track questions on strikethrough prices, differences between product pages and carts, disputed promotions, screenshots received, corrected errors, requests for goodwill gestures, and price-related cart abandonments.
This data shows whether the display of discounts is clear and consistent.
Which mistakes should be avoided?
Avoid inventing the origin of a reference price, minimizing an inconsistency, promising an unvalidated price, or ignoring country and currency differences.
The chatbot must protect trust in commercial displays.
How can Qstomy help?
Qstomy can connect the chatbot to the catalog, stocks, pre-orders, commercial gesture rules, prices, companion apps, accessory compatibilities, warranties, and support procedures to respond clearly, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without inventing a availability date, a discount, a compatibility, a crossed-out price, or a technical solution that has yet to be confirmed by a reliable source.
Explore AI support, the AI sales agent, or request a demo.
Key takeaways
Key Takeaways
Questions about crossed-out prices must be handled precisely: reference, period, variant, country, cart, and proof.
What the customer must understand
The customer must understand why the discount appears and why the total may vary at checkout.
The chatbot's correct limit
The chatbot can explain basic rules, but it must hand over contradictions, legal disputes, screenshots, and goodwill gesture requests.
Enzo
June 28, 2026
