Charge the correct tax, and tell us when you CHANGE THAT

Accounting & Taxes
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Topic summary

Merchant reports that tax amounts on Shopify draft orders have recently changed without notice, causing mismatches with POS (point‑of‑sale) totals. They request an explanation and instructions to restore correct tax calculations, plus proactive notifications when tax or fee logic changes.

Community staff advised contacting Authenticated Support to review specific draft orders and escalate to the Tax Team. The merchant states they already did so; support provided no answer, said they would contact the Tax Team, then closed the ticket without resolving the issue. Tax rates remain incorrect on their end.

Key asks: update the changelog, email users about significant changes (especially those affecting government reporting), and improve change management before rollout.

Status: unresolved. No confirmed cause, fix, or official acknowledgment of a tax logic change in draft orders. Next step implied: re‑escalation to Support/Tax Team for investigation and clear communication of changes.

Summarized with AI on December 30. AI used: gpt-5.
1

Just noticed that we have been using the wrong tax amounts in draft orders - apparently this has been changed and with no notice to us. We only discovered the discrepancy by accident, when our POS total didn’t match the draft total.

Congratulations devs on achieving your goal of creating chaos (see Shopify careers page). If you can kindly 1) send us an email notifying us that you are changing how you collect our fees from clients that we have been charging the same way for years and 2) explain how we go back to charging the correct taxes in draft orders.

2

Hi there, @petgrocer . Thank you for taking the time to reach out to the Shopify Community with your feedback, and with your details outlining this situation.

As we’re unable to authenticate folks here in the Community, we’re unable to access your account to get a look at these draft orders where you’re noticing this change. I recommend reaching out to our Authenticated Support Team via our AI Assistant so we get have an advisor dive into your account, look at these example draft orders, and follow up with our Tax Team accordingly so they can help look into this for you.

3

We already did. They have no answers for us. They said they need to reach out to the tax team. Then they closed the ticket, even though nothing has been corrected (my tax rates are still wrong suddenly), and they didn’t reply to my requests in that conversation, they just closed it with no resolution. So my feature request remains - please update your changelog, email your users when you make drastic changes, especially when it comes to government reporting. I think some of the people at Shopify are clear on that - pass that info to your devs as well? Maybe work with a change management team prior to all these disruptions (Shopify calls it ‘chaos’ on your careers page).