Troubleshooting & support

Something not working as expected? Here are the most common issues and how to fix them.

Wholesale prices aren’t showing

If eligible customers can’t see wholesale prices, check the following:

• Is the app enabled? Go to your Dashboard and check the App embed card. The badge should be green and say Enabled. If it’s grey, click Enable, save in the Theme Editor, then click Refresh.
• Is the rule Active? Go to Pricing rules and check the rule’s status. Draft rules don’t apply to your storefront. Click the rule to open it and set the status to Active.
• Is the customer logged in? Wholesale prices only show to logged-in customers. Guests always see your regular retail prices — this is by design.
• Does the customer match the rule? Check the rule’s Customer eligibility settings. Make sure the customer’s email or tag matches what you’ve set.
• Is the product included in the rule? Check the rule’s Applies to products settings. Make sure the product is included — and not accidentally excluded.

The wrong rule is being applied

If a customer is getting a different discount than expected, it’s usually a priority issue.

Check the Priority numbers on your rules. Remember:

• Lower number = higher priority. Priority 1 wins over Priority 2.
• If two rules share the same priority number, the most recently created one applies.

To fix it, open the rule you want to take effect and give it a lower priority number than the others.

Getting help

If you can’t find the answer here, our support team is happy to help. You can reach us:

• Via the chat icon at the bottom-right of any screen in the app
• Through User Guides and FAQs in the Help panel on your Dashboard

Some things are handled directly by our support team, such as:

• Customizing how wholesale prices look on your storefront
• Removing the Shopplaza mark from your store

Just start a chat and let us know what you need!