POS Go Customer view missing compare at price now

[ant1288]

Anyone else notice that after they made the update for the terminal to show images on the POS GO customer view. I reached out to support and they had no idea what i was explaining asking if i have images of before when it was on there. Why would I have an image of my terminal when it was working fine. Now that they introduced the images on customer view of items they no longer show the compare at price below the retail price. Even after turning off the show image feature it still doesnt show both prices. Support asked if I have the compare pricing set correctly. I shared an image of the terminal and the pos and it clearly shows it has a compare at price on ipad but lacks that info on the terminal. I want this simple feature back as customers the past two weeks of my halloween sale have constantly said "well you did apply the discount" but I did.....

[DaisyVo]

Hi @ant1288 

I’ve read through your issue carefully, and I totally understand your frustration—especially when a simple feature like the compare at price disappearing from the POS Go customer view has caused confusion with your customers. It seems like this change happened after Shopify’s recent update, which introduced product images on the customer-facing display.

What's Happening?

From what you've described, it looks like the compare at price used to show properly before the update. Now, even when you turn off the image feature, it still doesn’t display. Since your iPad POS still shows the discount correctly, it’s clear that the issue is specific to the POS Go terminal.

What You Can Do Now:

1-Double-check POS settings:

• Go to Shopify Admin > Products and make sure the Compare at Price is properly set for each item. (I know you’ve done this, but it’s worth confirming again.)
• Also, check POS settings under Sales Channels > POS to see if any recent display settings changed with the update.

2-Update POS Software:

• Sometimes, new updates roll out with minor bugs. Make sure your POS Go software and Shopify POS app are updated to the latest version.
• Go to Settings > About on your POS to check for any pending updates.

3-Report It as a Bug to Shopify Support (With Clear Evidence):

• Since support was unsure about this issue, it’s best to escalate it.
• Attach before-and-after screenshots (from the iPad POS vs. POS Go) clearly showing that the compare at price is missing.
• Request confirmation from Shopify’s technical team if this is a known issue or an intended change.

Potential Workaround (Until Fixed):

Unfortunately, if this is a UI change on the POS Go, we might need to wait for Shopify to patch it. But in the meantime:

• Use Custom Discounts: You could manually apply a discount on the POS cart screen to reflect the compare at price and explain it to customers.
• Communicate with Customers: Since they’re questioning the discount, you might consider putting a small sign at checkout explaining the pricing update due to the new POS software.

I totally get why this is frustrating—customers don’t see the discount and assume it wasn’t applied. Hopefully, Shopify recognizes this as a bug and restores the feature soon. If you need any other assistance, feel free to ask, and I will try my best to support you.

Best regards,
Daisy.