Gumleaf Pantry is a Geelong shop selling preserves, snack boxes, and locally made pantry goods. It took the No Surprise Fees pledge after customers told staff that delivery and handling charges appearing late in checkout made a modest gift order feel unexpectedly expensive. The owners wanted the total to be clear before anyone entered payment details, including for regional deliveries. They updated product pages and checkout so delivery, packing, and any applicable surcharges appear together before payment. The team also removed a confusing estimate that had sometimes understated the final amount. In a three-month review, 96 percent of 148 online orders were completed without a customer contacting the shop to ask why the total changed; the comparable figure before the update was 82 percent. Staff say the pledge did not mean absorbing every cost. Instead, Gumleaf Pantry now explains costs plainly and gives customers a chance to decide before they pay.
