Why does my store display incorrect prices during currency conversion?

[mcgifts3]

Hello,

My store often shows incorrect prices, mostly being -%20 until you get to check-out. Sometimes it's a lot worse.

i have 3 Markets set up (UK, USA, International).

i also have 'Enable Custom Theme Currency Converter Enabled' (this is the only cause i've noticed because when i disable it, then the store prices become correct for me... but im worried it will be incorrect for others outside of UK)

Please help. (pictures to demonstrate)

[jthk116]

This is probably due to the way currency is being treated in the liquid or code. You'll want to check how it's being handled from the section or snippet of origin. Also want to confirm if there's code manipulating that. Also check your theme settings for currency conversion configuration in case that might give any hints. I'm guessing you're using a purchased theme and it appears as though there might have been some customization or modification to it.

[mcgifts3]

Hey @jthk116 

Yes this may be the issue as i haven't delved into that stuff as dont have knowledge within it.

You're correct that it's a paid theme and i had paid for the store to be built as i have close to non prior experience with code etc.

Is there a quid or a step by step ish proccess to scout this issue? im worried to mess anything up lol

[jthk116]

I don't think there's a step-by-step guide for this but you want to first find the origin of that element. You can right-click on it and inspect to open the dev tools with Chrome and look at the elements, keep looking up to try to determine the file it's located in which will be either a section or snippet file. You would like in that file and see how that specific part is being treated. There may be a liquid price reference or currency filter. After looking at that you would want to determine if there's some additional script that might be manipulating it further. It would require some exploring and troubleshooting from someone with some code knowledge.

[mcgifts3]

hey @jthk116 

i right clicked randomly and had a browse in inspect, i found nothing to do with snippet but some with section that didnt give me much reference. although im pretty clueless with this stuff. Would shopify support be able to help with this issue? ive had it for quite some time now. i really appreciate your time so far

[jthk116]

I don't think Shopify would provide that support. They would probably offer to connect you with a Shopify Plus Partner for help. 

Either way you go about it you'll probably need to troubleshoot it to figure out what's going on. You can create a duplicate of your theme and without publishing it, you can experiment a bit with that one or maybe just feel more free to poke around.

[mcgifts3]

i see, i'll try that method and few more things.. thankyou for your time. much appreciated

[tim]

It'd be nice to see your storefront first to get more info, but anyway:

I guess it'd be good to start with your theme documentation on this topic:

https://help.outofthesandbox.com/hc/en-us/articles/115006909987-Using-the-Country-Currency-Selector 

I have no idea how old your store is and how exactly it's set up, but some time ago each shop could only operate in it's native currency. During this time, currency conversion was performed on the fly, in customers' browsers.

Say, Shopify served a product price of $100, theme JS code consulted client settings (ah-ha, they want to see prices in Euro), checked current exchange rate and updated this price to read, say €90 instead.

This was more like a guide, because actual transactions were still done in $.

Then, markets were invented. Now, Shopify itself can show and charge different prices in different currencies without on-the-fly conversion in browser.

However, visitors need to select relevant market first.

When you check that checkbox in settings, it's possible that the old tech works on top of the new one, so if your visitor somehow selects EU market (and this can happen automatically if you have some apps to do it), Shopify sends them €90 as product price and then this old-tech currency conversion kicks in and converts this 90 once more to, say €81.

Since you have markets configured you should ensure that there is no extra currency conversions going on, but visitors are directed to relevant market URLs -- say, there is a country selector in your theme...

[mcgifts3]

Hello @tim 

store is mycustomgifts.com

thankyou very much for your time and information so far

i am on Turbo-Florence, the store was built by someone else i paid about a year or more ago

i had updated the 'Show Currency Selector' and some other things i had an epiphany along the way, but thankyou for the link

On mobile, my prices are correct as of yet - but PC is still showing a big difference

Here is some things i've realized though that may help solve this:

1. My primary market i set was USA, but on the currency settings on store edit - my Default currency is GBP. Is there a chance this is at fault? im worried if i change anything itll mess things up lol

2.On the supported currencies on the last photo, i only have USD and no GBP. When i clicked on the link, the guy has USD CAD AUD GBP EUR JPY.

i have updated this but im also worried if this will mess anything up? i should have all payment methods

sorry for being bit clueless on this stuff, thankyou so far