Why isn't the 15% GST being added to the final payment in New Zealand?

[foxieandco]

Hi @, may I have some help on an error we are experiencing on https://source-home-and-object.myshopify.com/

15% GST must be added to all orders (retail and wholesale customers).

In the Order confirmation email this line is added as a line called 'Tax' after an order has been created by a customer online. However, when a customer goes on to pay, the 15% GST it not added to the final payment.

This tax should also be added when we create a Draft Order in the back end (for wholesale customers). However, in the Subtotal for both places, only the total product price is added. So when the user goes to pay, or when we send an Invoice, the 15% GST is not added to the final payment.

I suspect this is an error with how Shopify is processing the New Zealand GST - or, could it be an error with the theme? 

Thank you, Karla

[Summer]

Hey, @foxieandco! Welcome to Shopify Community!

There are a few things to ensure and check in your admin when your store isn't charging tax on any orders. These are the following:

1. Your taxes are set up in the Shopify admin.

   • These are the steps to do so if you haven't set them up yet:
     1. From your Shopify admin, go to Settings > Taxes and duties.
     2. In the Countries/regions section, click your country or region, in your case New Zealand.
     3. Under the GST collection section, click Collect GST.
     4. Enter your tax number in the text box if you have a GST number. If you don't have one yet, you may leave this field blank and update it when you receive your number.
     5. Click Collect tax.

2. Your products are set up to charge tax.

   • You may follow the steps below to check this in each product:
     
     1. From your Shopify admin, go to Products.
     2. Click any product.
     3. Scroll to the Pricing section and make sure Charge tax on this product is checked. 

        

   • To check multiple products, you can open the bulk editor through the following steps:
     1. From your Shopify admin, go to Products.
     2. Check each of the checkboxes beside the products you wish to investigate.
     3. Click Edit products.
     4. Click Columns on the top right-hand side and check Charges taxes under Pricing. 
     5. Ensure that the boxes underneath the Charges taxes column are checked. 

3. Your prices are not set to include tax.

   • You can make sure that this is the case through the steps below:
     1. From your Shopify admin, go to Settings > Taxes and duties.
     2. Scroll to the Tax calculations section and make sure All prices include tax is unchecked. 

Once you've ensured those three things, your store should charge taxes when a customer places an order at the checkout or when a draft order is created. Please note you'll need to enter the customer's shipping address in the draft order before the tax is calculated.

If your store still doesn't charge tax, you may create a support ticket by visiting https://bit.ly/3cJkx8V and we'll access your store and investigate.

[foxieandco]

Hi Summer - nz gst settings are correct and I do have all Products set to be taxed. I will open a support ticket instead. Thank you

[foxieandco]

Hi Summer - I followed the support ticket link, and it keeps directing me back to Shopify community or to the Shopify documentation. This is a bug - it needs developer support. The information on how to set up GST won't fix this. How do I actually open a developer support ticket? 

[Summer]

Good call, @foxieandco! Our support team can take a look and find out what exactly is causing the issue.

The link to the support page I previously shared should present the option to contact support after you select the topic of your concern. It will show you related articles that may help, but underneath those, you will see buttons for live chat, email, and callback support (if available) alongside the Community button. You can watch this video to find those support options. Please note since the video is for illustration purposes, I did not log in to my account, however, I suggest logging in so our support team can access your account and investigate accordingly.

If the link doesn't direct you to the support page, or the page that's shown in the video, you may try heading to the Shopify Help Center and clicking Support > Contact Support, as illustrated in the image below.