dickbaker - 11:44 pm on Feb 2, 2009 (gmt 0)

Johnnie, I have "free shipping" and "$X.XX including free shipping" and "price includes free 2-3 day shipping" all over the place. But I still get calls on my toll-free line from customers asking if the price includes shipping.

One phenomenon I noticed, but didn't give much thought to at the time, was that the abandonment rate was very low right before Christmas, sometimes as low as 20%. It was almost as though people were glad to find anyplace that had the item they wanted in stock. Now that the holiday rush is over, the abandonment rate is much higher. I suspect a number of people are going all the way to the cart to find out what the final price is, no matter how many times I repeat that the advertised price is all-inclusive.