Troubleshooting & Support

Troubleshooting & support

Something not working as expected? The most common issues and their fixes are below.

Wholesale prices aren’t showing

If an eligible customer can’t see wholesale prices, check these in order:

Is the app enabled? Go to Dashboard and look at the App embed card. The badge should be green and read 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 the storefront. Also check that today is within the rule’s start and end dates, if you set them.
Is the customer logged in? Wholesale prices show only to logged-in customers. Guests always see retail prices. This is by design.
Does the customer match the rule? Check the rule’s Customer eligibility settings: the customer’s email, tag or company must match, and their country must be in the rule’s markets.
Is the product included in the rule? Check the rule’s Applies to products settings. The product must be included and not accidentally excluded. For a price list, the variant must be in the list with a price.

If all five are right and the theme still shows the regular price, start a chat so we can map your theme’s price element.

The wrong rule is being applied

If a customer gets a different discount than you expected, it’s usually a priority issue. Check the Priority numbers on your rules. Remember:

A lower number means higher priority, and 0 is the highest, so Priority 0 wins over Priority 1.
If two rules share a priority number, the most recently created one applies.
If a custom price or price list and a volume price both match, Settings › General › When rules overlap decides.

To fix it, open the rule that should take effect and give it a lower priority number than the others.

The product page and checkout show different prices

Checkout is always right. With Combine variants of the same product on a volume rule, variants are counted together at checkout while the product page shows each variant’s own tier. In another currency, the storefront and checkout can differ by up to one cent because of rounding.

A discount code doesn’t work with wholesale prices

Open the discount in Shopify admin and tick Product discounts under Combinations.

A customer can’t check out

An order limit is blocking checkout. The message at the top of checkout says what to change. Check the limit under Order limits.

Turn on the app embed. If your theme still hides the banner, add the SP Order Limits Banner block to the cart page and cart drawer. For order value limits, check that Show a cart banner is on for that side.

A price list change hasn’t reached the storefront

Price list prices sync to your products in the background, usually within a few minutes for large lists. The Quick Order page can take up to 3 more minutes.

The Pay later button doesn’t show

The customer must be logged in, match a set of payment terms, have a default address, and pay in your store currency. If Hide “Pay later” when unpaid invoices pass the credit limit is on, the cart must also fit in their remaining credit. Check that the SP Pay later block is on the cart page.

Tax is still charged to a tagged customer

Exemptions apply from the customer’s next checkout after you save or change their tags. Check that the tag matches one in Tax exemption exactly.

Some features need extra Shopify permissions: order tags, price lists, markets, wholesale shipping, net terms and the POS tile. Reopen the app from Shopify admin and approve the update.

Getting help

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

Click the chat icon at the bottom-right of any screen in the app.
Open User Guides and FAQs from the Help panel on your Dashboard.

Support also handles these requests directly:

Unlocking the Advanced design settings (font, layout, labels) on your pricing rules.
Customizing how wholesale prices look on your storefront.
Removing the Shopplaza mark from your store.

Just start a chat and tell us what you need.