Orders coming through in wrong currencies

SD16
Tourist
5 0 10

Super curious to know if anyone else has had this issue and/or can suggest a fix.

 

Our base currency is set to GBP. We have two Markets set up: a UK market and an International one for overseas orders. In the International market settings, we have the box ticked to show international customers prices/check out in their local currency. Orders should still come through on our end in GBP.

 

This all worked perfectly up until two weeks ago, when we suddenly started to get overseas orders coming through with all the totals, line item prices and shipping appearing in customers' home currencies. It's as if Shopify just abruptly stopped converting these back into GBP. We've had orders coming through in USD, CD, CNY, and Euro, among others. 

 

This is disrupting our operations and causing issues on the finance side. It's making it much more complicated for us to handle payments and process web sales through our till system. 

 

We haven't altered any settings or changed anything recently, so it's all pretty mystifying! We're aware we could try disabling the local currency option, but we're not keen to do that unless there's no other alternative. Has anyone else encountered anything like this?

 

Replies 14 (14)
SD16
Tourist
5 0 10

Thank you for your reply! Our settings are configured as above, and our base currency has never been anything other than GBP. We haven't installed any new third-party apps or themes. We've been in touch with Shopify Support, but after initial messages saying they were looking into it we haven't heard anything back. 

chris_sure
Tourist
4 0 6

We have the exact same problem, just different markets.  We have battled through 3 chat agents before I got one to admit today that something was wrong.  He is working now with technical support.  He said he would get back with us tomorrow (Nov 3, 2023)

SD16
Tourist
5 0 10

Sorry to hear you're having the same issue @chris_sure - we weren't sure if it was just our store or if others had experienced it too. At least they've acknowledged there IS a problem. Hopefully you get a response. 

chris_sure
Tourist
4 0 6

The agent said this box was checked, but we didn't do it.  We unchecked it this morning and sure enough we got an order from Canada and all the order information was back to "normal" denominated in USD.  With this box unchecked, our customers do not see the cost of our product in their currency, which I would prefer and  the currency conversion fee is charged by their Visa/Mastercard and is not readily apparent during the transaction process for the customer - it just hits their statement.  

I do not know how this box got checked.  I only know that with it checked, Shopify gets the 1.5% conversion fee and not the customer's credit card company.  Did Shopify do it to get more revenue??????

 

 

chris_sure_0-1699021181266.png

 

SD16
Tourist
5 0 10

Thanks for the update - glad you got a response from Shopify support!

 

After some more back-and-forth with Shopify over the past few days we've finally received almost exactly the same response as you did about the local pricing setting. Apparently orders coming through in different currencies is "expected behaviour" if the local pricing box is ticked. it's still a mystery why there was no problem before, but it seems like this is our only option. Thanks again and best of luck!

 

holylamb
Tourist
3 0 3

Yeah, definitely something fishy going on here on Shopify's end... We have always had that box checked (for all 4 of our Shopify websites) for our customer's sakes, and have never experienced it coming through as the foreign currency on our side like this. It's caused a multitude of issues we have not faced before. They had to have done an update.

HMTRAD
Tourist
3 0 2

Thank you for posting this! We had the same issue start mysteriously a few weeks ago, and it has caused confusion with our international customers when we quote prices in USD. We now figured out how to turn this off, thanks to this post. The setting says that displaying prices in customers' local currencies results in more sales, but it has just caused confusion for us.

holylamb
Tourist
3 0 3

Here to say that we are experiencing the same issue, also starting about 2 weeks ago! We have two markets, domestic (USD) and international. Everything used to come through as USD, but suddenly our Canadian orders have started coming in as CAD... which has horribly messed up our ability to ship and fulfill orders. I haven't been able to find any workarounds that work, and this is the first post I've found describing our issue.

SD16
Tourist
5 0 10

Hey @holylamb, sorry for the delay getting back to you! That's so frustrating - have you had any further luck or are you still dealing with orders coming through in CAD?

 

The latest update we've had from Shopify Support is that we were apparently migrated to local currencies by default in mid-October (screenshot below). This doesn't seem right, as again we're pretty sure customers were able to see prices and check out in their own currencies before then, but it does suggest some sort of update got done around then.  We've had to just throw our hands up and disable the setting as we couldn't go on working around it.

 

It has stopped orders coming through in anything other than our base currency, so I suppose that's the good news. We're still worried about the loss of convenience to overseas customers, but it's too soon to tell if it's been putting anyone off - we did add a banner to the top of our homepage, just to give people a heads up that we DO ship internationally. 

 

Support reply.png

chris_sure
Tourist
4 0 6
We manually turned off the check box for showing the customer prices in
their currency and everything reverted back to how we operated for 6 years.
Chris

Username_45
Tourist
3 0 4

Same here. And as of today, the solution provided here is no longer an option. Shopify Support didn't have an answer (only a weak explanation). They have contacted developers and will be "monitoring the account and sending [me] updates once [they] hear feedback from them."

SD16
Tourist
5 0 10

Hi there, it sounds like you've been having a similar experience with Shopify Support! We did eventually get some answers, just not very clear ones (see above). If the local pricing thing is a known issue, surely it shouldn't take so long for them to tell people that's what's knocking their order currencies off. 

 

We've turned our local pricing setting off now and it has stopped new international orders from coming through in different currencies. Are you still having trouble with your store?

Username_45
Tourist
3 0 4

Thanks for updating me on your progress. I still haven't heard anything else from Shopify. 

We're not going to turn off local currencies quite yet, hoping that Shopify figures it all out. But it's good to know a workaround if that's what we need to to, thanks!

icelantic-skis
Visitor
1 0 0

Came here to report the same issue starting around the same time frame. It has resulted in a lot of manual workflow for international orders. Has anyone found a solution?