Bánh Mộc An Nhiên is a small bakery making rice cakes and gift boxes for local customers and visitors. Owner Phạm Thị Mai chose No Surprise Fees because online buyers sometimes assumed that the displayed price included delivery to every destination. She updated the ordering page to show the product price, packaging, delivery charge, and complete total before checkout; customers can also select pickup with no delivery cost. In the next 12 weeks, messages asking about an unexpected delivery charge dropped from 25 to 8, and abandoned checkouts decreased by 14 percent. Mai says the change has been particularly helpful for customers ordering gifts from another city, who can now compare delivery choices before paying. The bakery has not hidden delivery costs in product prices, so local pickup customers are not paying for a service they do not use. Mai checks the displayed rates every month and plans to add a short note explaining how fragile gift boxes are packed for transit.
