When attempting to edit an order from the UK to the EU, we cannot even change a line item to the same product in a different size because: “The order edit failed because the duty price for this line item is greater than the line item price”.
Our EU market prices are landed - shipping, duty and tax are already included.
Our Eurozone market is set up to not collect sales tax (VAT in the UK), but to collect Duties and import tax. It is set to show import tax and duty as included in the price.
Customers can check out just fine and they see the correct landed price on product pages, the correct landed price in the basket, and it’s all fine. We just can’t make any changes to their orders.
I found some indication that an HS code needed to be set for the product in order for this to work, but when I set an HS code for the offending product, it still didn’t work and had the same exact error.
Does anyone know how we get round this? We have to be able to do exchanges. The items we’re adding are the SAME EXACT PRODUCT at the SAME EXACT PRICE as the one we’re removing, this is very frustrating. Once again I feel like I’m fighting against Shopify in order to be able to run my business.
This is a known bug in Shopify’s Order Edit screen. It cannot correctly handle your “Duties included in price” setting and fails when it tries to recalculate.
Here is the workaround:
Go to Settings > Markets and select your Eurozone market.
In the Taxes and duties section, change the “Duty display” from “Duties included in price” to “Show as separate line item.”
Save the change.
Go back to the order and perform your edit. It should now work.
Important: After you save the order, go back to your Market settings and change the “Duty display” back to “Duties included in price.”
It’s an annoying extra step, but it’s the only way to get around that specific calculation error for now.
Thanks for the workaround. We’re not going to be doing that, though, too much chance of someone placing an order while our settings are changed, which will then create big problems, or even worse one of the staff here forgetting to change it back and then we’re in even more trouble.
Luckily we handle orders by importing them into our own systems, so when this happens that order ceases to be a Shopify order and we handle it internally.
You probably need to report this directly to a shopify support-advisor.
Also try the troubleshooting 101s:
remove variables, does this also happen on items that are NOT discounted, or orders without any discounts, etc
on a different device, or clean browser cache to rule out dumb server/browser issues.
off/on again - find a low traffic time and toggling the market settings, setting product data, then retry’ing
That is a bigger meta problem, if you have an order process that allows no changeover your always at risk of someone flipping a switch with consequences; “it will never happen” is how incidents happen.
And will always afraid of testing things, that’s fragile.
Put some sort of lock out process in place, shutting the storefront, cart blockers, auto disable auto-capture of payments, disabling payments or shipping methods etc.
Shopify isn’t magic it CANNOT do everything for 5 million merchants.
There will ALWAYS be problems in trying to generalizes features for a planetary sized audience.
If there are fundamental failings it’s either report & wait[1], go custom with the api(IF even feasible) or use apps(IFapplicable)
Or just use a different software shopify, isn’t the be all end all.
It’s a good hammer but don’t get trapped by something you didn’t build not working the way you expect it to.
Or stay with something that just plain doesn’t work how you need it to you’ll just be frustrated all the time.
[1] just a handful of years ago markets wasn’t even a thing
Hi @dartacus
This typically occurs when landed pricing logic conflicts with the calculation of duty on edits. Practical workaround is to duplicate the product into an exchange only variant group and set the duties to zero manually. Use these variants for order edits and Shopify will not recalculate duties at all. That makes for seamless exchanges, too.
