Discounts not applied when using express pay

[BevJ]

Our members receive discounted rates on our merchandise in Shopify.  We had an instance where a member used Google Express pay and the discounted rate disappeared.  Is there a setting we need to change so this does not happen?  

Any help greatly appreciated?  Thanks

[Imogen]

Hey there, @BevJ. Thanks so much for reaching out to the Shopify Community with this checkout situation. I'm happy to spend some time working with you to resolve things here. 

I just have a few questions I'd like to ask so I can assist with troubleshooting this issue:

• Can you provide me with a link to your store so I can test out this checkout functionality?
• When did you first notice that this was happening?
• Can you provide me info on what specific discount rate I should be seeing while in your checkout?

I'll keep my eyes peeled for your reply with answers to the above. Once I have that link to your store, I can continue troubleshooting to determine the cause, and likely solution, to your issue! 

[BevJ]

Hi Imogen, this came to our attention from one of our customers on Monday……

“Upon further investigation, it appears there is a bug in the system. If I choose to express pay (in my case click the google pay link) in the cart, rather than going through the checkout process, it doesn't apply the sale prices/member discounts.”

I don’t see the set up for our accounts so not sure what it happening and if this was just a one off incident

https://appalachian-mountain-club-store.myshopify.com

Order in question was 11285

Thank for any insight you can provide us

Regards

Bev

[Imogen]

Hi again, @BevJ aka Bev! Thanks a bunch for your followup! Just wanted to say that your store looks fantastic, and you're got something special going on over there! 

Can you tell me a bit more about the membership discounts some of your customers receive? Is this an automatic discount that you have applied to a specific customer group? Are you using an application to facilitate such a discount? 

I also appreciate you sharing with me your order number! Regrettably, we're unable to access specific accounts via the Forums for privacy and security concerns. If it appears that this situation calls for a deeper look, I'll happily refer you to our live team so they can get you authenticated and dive into your account. 

For now, I'm very interested in hearing more about how your membership discount works, as this could shed some light on what next steps look like here. When it comes to 'sales' prices, your express checkouts should accurately reflected whatever price the product is currently set to. If these 'sales' are for specific customer groups, then this may be where the issue lies. 

[BevJ]

Hey Imogen thanks for getting back to me – here is what I know


* How are the discounts applied
* We are using "product pricing groups" to provide the following discounts on collections
* 25% on books and maps (this will apply to all books and maps)
* 10% on apparel (this will apply to all apparel)

[Imogen]

Hey again, @BevJ. Thanks for all of that context there surrounding your discounts. 

We did had an incident regarding Google Pay last week that was impacting many stores, so I'm wondering if this may be consequence of that, or the cause of this transaction being a weird 'one-off'. Are the discounted rates appearing for your member customers when using the other accelerated checkout methods? Do you have a way to test this? 

At this time, I'm thinking that reaching out to our Live Support Team would be a best bet for you here, Bev. They have the ability to authenticate you, and your store, so they can log into things and take a deeper dive than what we can on the forums. Please, reach out to them using this link, https://bit.ly/3c5icUc, by logging into your store and selecting the 'Contact Us' button on the bottom of the page when typing anything into the search bar and clicking 'search.' I'm confident that the folks there will be able to help you investigate this situation and greater detail, and help provide you with a resolution. 

Thanks again for checking with the Community! If you do need anything else, or have any additional questions, feel free to follow up with me and let me know!