Troubleshooting Pricing Issues

Encountering pricing discrepancies can be frustrating for both you and your customers. Inconsistencies could lead to potential lost sales. This guide will help you troubleshoot and resolve these pricing issues effectively.

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Troubleshooting the Issues

Pricing discrepancies often arise for a few common reasons, such as incorrect currency conversion settings or misconfigured VAT (Value-Added Tax) settings. When these issues occur, customers might see an incorrect price on the homepage while the correct price is only displayed in the cart. To address this, you might need to delve into your store’s backend settings.

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Common Causes and Solutions

Here are the common causes of price discrepancies within Swap Global. Swap’s and Shopify’s settings may interfere with each other.

Tax Configuration

If you’re based in a country such as the UK, where VAT is typically included in product prices, incorrect settings can lead to issues such as double taxation. Here’s how you can resolve this:

1. Remove Taxes and Duties: To prevent double-charging customers, Shopify tax collection should be disabled for all countries Swap Global handles.

   Tax Settings can be found in Settings --> Taxes and Duties.

   On this page, ensure that tax collection is disabled for all countries where Swap Global is handling shipping. If tax collection is disabled, a dash (-) will be displayed in the “Collecting” column.

   To remove taxes and duties from international markets, follow this guide.

2. VAT Settings: Whether you are using Swap Global’s VAT-Inclusive Pricing or not, you must ensure that the tax settings in Shopify are correctly set up to avoid double or incorrect charges at checkout. Navigate to Shopify Settings → Taxes and duties. Ensure both Include sales tax in product price and shipping rate and Include or exclude tax based on your customer’s country are enabled.

3. Configure Tax Collection Settings: Check that your tax collection settings are correctly configured:
   • For domestic orders, ensure that tax collection is enabled.
   • For international orders, disable tax collection for countries where you use services like Swap Global to prevent double-charging.
   • To learn how to disable taxes and duties in international markets and to check whether taxes and duties are collected, refer to this article.

Interfering Shopify App

Sometimes, an interfering Shopify app can cause pricing discrepancies. Apps that manage discounts, currency conversions, or dynamic pricing might interfere with the correct display of prices. To troubleshoot this:

1. Identify Potentially Problematic Apps: Review the list of installed apps in your Shopify admin panel. Look for any apps related to pricing, currency conversion, or discounts.
2. Disable Apps Temporarily: Disable these apps temporarily to see if the pricing issue persists. This can help you identify whether a specific app is causing the problem.
3. Remove Interfering App(s): To permanently solve the pricing issues, you are recommended to remove this app from your system altogether.

Automatic Redirection

Another issue could be with automatic location determination. If Shopify can't determine the customer’s country until they enter their address at checkout, it can lead to inconsistent price displays. You can resolve this by enabling automatic redirection based on the customer’s location.

1. Head to Shopify Settings and select ‘Markets’ in the left-hand menu.
2. Click on ‘Preferences.’

3. Enable ‘Country/region redirection’, so Shopify can determine customers' locations. This ensures correct tax calculations.

   

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Testing Your Changes

Once you’ve made the necessary adjustments, it’s essential to test them. Clear your browser cache and cookies to avoid any cached errors. Then, navigate through your store as a customer would:

• Check the homepage to see if the displayed prices are accurate.
• Add items to the cart and proceed to checkout to confirm that the prices remain consistent.
• It is recommended that you use incognito mode in your browser to test the new adjustments. An incognito window lets you use your store without the browser remembering your history, allowing you to see everything as your customers do.

You can also test your changes in the Shopify Admin Dashboard. This way, you get a breakdown of the total price:

• Navigate to Settings --> Markets and then click on a country’s market.
• Click on Products and Pricing, then View Price under any product.
• Click on the dropdown for any product variants to view a full breakdown of how this variant’s price is calculated for the given market.

• ⚠️ Confirm that the line 20% tax (United Kingdom) removed is displayed. This means that the price-inclusive UK VAT is removed before the price is calculated for other countries.
• In the example above, a 32% price adjustment is applied by Swap (a combination of VAT-inclusive and pricing coefficient). UK taxes are removed from the price, the price is converted from GBP to EUR, and then Shopify adds its conversion fee.