Issue: Shopify POS (point-of-sale) app intermittently fails to apply an automatic 20% discount on matcha items. A price of €98.10 should drop to €78.48 (tax included) but often remains at €98.10 until the screen is refreshed by navigating back/forward or after ~10 minutes.
Impact: Staff unintentionally charge full price, leading to daily customer complaints.
Evidence: Two screenshots show the incorrect total and the corrected discounted total; images are central to illustrating the mismatch.
Attempts so far: Multiple “Report a bug” submissions via POS (More > Support > Report a bug) with no follow-up or improvement.
Latest guidance: Use “More > Support” > “Contact support” to reach Retail Specialists for authenticated, account-level troubleshooting. Provide details on discount configuration, POS subscriptions, and location setup so support can investigate potential causes and advise steps.
Status: Unresolved. Next action is direct, authenticated engagement with Retail Specialists to diagnose and resolve the discount application delay.
Summarized with AI on December 21.
AI used: gpt-5.
I don’t understand why something so simple can cause an error. We have an automatic 20% discount for matcha items. The price before the discount is 98.10 euros, and after applying the 20% discount, it should be 78.48 euros, with taxes already included. However, the total price stubbornly remains at 98.10 euros. I had to click back and forth to refresh it to the correct price of 78.48 euros. My employees keep charging the wrong amount to customers, and we’re receiving multiple complaints every day because of this. How can we prevent this from happening again?
Hello! In order for our team to investigate, please go to ‘More > Support’ in the POS app and select ‘Report a bug’. After that, you can use the ‘Contact support’ option in the same menu to reach out to our team. We’ll be able to access the account there to investigate and work on a resolution. Thank you.
Hi, yes, we have reported the bugs several times by clicking ‘More > Support’ in the POS app and selecting ‘Report a bug.’ But since then, nothing has been improved, and nobody has gotten back to us or followed up. Do you have any ideas?
Hey @masonjar ! Thanks for following up with us! It’s great to hear that you’ve reported this to our Team using that reporting workflow. In terms of ideas, I recommend using the secondary suggestion my colleague Sophia provided by using the contact information found in ‘More > Support’ to connect with our Retail Specialists regarding this.
Taking this step will allow our Team to get you authenticated (something we can’t do here in the Community Forums) and then allow us to collect some context and information regarding your discount setup, POS subscriptions for your locations and more store specific information so our Team can be better informed on the impact you’re experiencing from this issue. This will also allow our Team to have a better idea of your current discount set-up and advise on some potential resolution steps and provide some additional helpful context when it comes to investigating a potential cause.
