We have an ongoing issue with my Shopify Point of Sale software. Over the past few days, the system has consistently removed the applied sales tax on transactions at the Point of Sale (POS). Despite meticulous confirmation that all products are appropriately marked as taxable, the problem persists. A noteworthy symptom is that when a product is selected, the system initially adds the applicable tax. However, after a brief interval of approximately three seconds, the tax amount reverts to zero.
To ensure compliance in the interim, we have resorted to manually entering custom sales, which effectively applies the requisite tax.
I have tried this and all of my products have shipping on them. As seen below.
In light of this, I kindly request prompt attention and resolution to this matter. Your guidance or any recommended steps to rectify this issue would be greatly appreciated.
After investigating this matter further. It’s encouraging to learn that I have identified an item within your inventory that does not encounter the automatic removal of tax when pulled up on the Point of Sale (POS). In an effort to discern any distinctive factors contributing to this anomaly, I performed a comprehensive export report analysis. Regrettably, the examination yielded no discernible differences in the exported product information that would account for this issue.
This is also happening to us. It seems to fix itself sometimes but will revert back to removing sales tax during checkout. Can we please have an expedited effort to get this fix? I have also made sure all my products were checked, based on the screenshots above, and it did not resolve the issue.
I’m also having the same issue with my POS. I updated all “shipping required” on all products, and have checked on both product listings and on the POS system that the charge tax button is checked and it’s still automatically removing tax on some items.
Yes - this is also happening to us (literally started overnight last week without any notice or explanation). Huge liability on Shopify’s part to put the burden of paying sales tax on the business (or heightening our chances of a sales tax audit later due to not even knowing we weren’t collecting it). What are we supposed to do, call the customer after they leave and charge them sales tax?? I don’t even think there is a way to retroactively charge sales tax on its own without a corresponding product.
Also, there really isn’t any way to batch change the products either - for accounts that have thousands of products, it will literally take days to manually change EVERY product that is affected. Such a massive pain and utter negligence from Shopify’s sales and dev teams.
Square should be thanking them for all the new customers they’re getting.
Hi everyone! Thank you for reaching out about this issue and sharing these details. If you have not yet, please reach out to our authenticated support team through our Help Center or through the support tab in your Shopify POS app to report this issue. Our support team will be happy to troubleshoot this with you and escalate to our technical team for further review. To access our authenticated support, please follow this link: Shopify Help Center.
I will mark this reply as the “solution” so that other merchants facing this issue will know to report it to our support channels.
We are having this issue and I can’t find where to submit the support ticket… I’ve done it before, but it seems to be in a different spot- can you advise where to find?
