When an item is added to the cart, and the you proceed to the checkout, Shopify seems to be deducting about 5.88% off the price. We have a discount code running, but this issue is not tied to that code. I have checked and even when not using the code, the price changes once added to the cart. For example, a $14 item is added to the cart - it shows $14
When you proceed to the checkout, the price then becomes $13.41 without having entered any code.
Has this happened to anyone and how do I fix this issue?
Also, it seems as tho it is only happening using a computer and not on my phone?
I have checked my taxes and everything is priced with tax included and nothing is exempt.
PLEASE HELP! THANKS!
Hi there! Thank you for the screenshots of the issue. Are you able to please share a link to your store so I can help in troubleshooting this issue?
If you don't wish to share the store url, that is okay. I recommend reaching out to our authenticated support channels for additional help with this instead. To access our authenticated support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available support options.
Thank you for the link! I was able to replicate this issue on my end, it seems to take effect once the shipping address was input.
I know you mentioned that you double checked your tax rates and that you didn't have any exempt products, but I am wondering if there is something maybe within your market settings that is causing this issue.
I recommend contacting our authenticated support for further troubleshooting to find out what is happening.
I also recommend taking a look at your abandoned carts in the admin and adding .json to the end of the URL in the address bar. This will allow you to look at the data being collected at the checkout and you might be able to see the trigger for this price change that way. It will clearly show you if the order or products are tax exempt, if there are any automatic discounts being applied, etc. If you aren't sure, I'm happy to review one here. You should see an abandoned cart from "test test" with a couple different addresses, that should be from me. There is no PII in that abandoned cart so feel free to copy and paste the JSON or screenshots into a reply here.
When I check my abandoned carts I only see one from me from a while ago and another one from me from today, but I don't see any abandoned carts from a "test test". The abandoned cart from myself from today also has the price correct, $14 for the item plus $5 for shipping.
This is all that is on my Abandoned Carts screen:
Thank you for the screenshot! Can you confirm for me what state your business is located in?
I wonder if the issue is that you may only need to be collecting taxes in specific states based on where you are registered. If the product prices are set to include taxes, and you charge taxes when eligible, then states that don't have taxes they need to pay would see the product price less the tax rate. Hence the deducted price once the customer enters their shipping address from outside of your businesses state.
I guess that could make sense? But I've had my shopify store up for a month or two now and I haven't come across that issue before?
My store is in VA but bc I am also using a computer in VA, if your theory was correct the price would not be reduced bc VA charges state taxes?
Correct, and unfortunately I wasn't able to replicate normal prices with a test address in Virginia either.
This is definitely something that will need to be escalated to our technical team for further troubleshooting. Have you contacted our authenticated support channels to open a ticket yet?
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