Troubleshooting

introduction when you're setting up sparklayer, our team is on hand to give you the support you need and you can support docid\ nnuw1g9z7eaj4m78vk7t9 at any time we've also detailed a number of common issues that are a useful starting point if you're looking to troubleshoot yourself pricing see all our pricing faqs for further troubleshooting for pricing, please refer to pricing faqs docid\ smls3a5lrcgshnu xlunn ⚠️ prices aren't showing on the product pages or saying "unavailable" you've logged in as a b2b customer but prices aren't showing on your product pages or the product shows as 'unavailable' ✅ view possible resolutions possible resolutions check that you've installed the frontend interfaces docid\ ccz1vnh0o6d 722w35xpa check that you've imported a price lists docid\ s8xcbzgxqpgdeigwtxset that includes the product you are having issues with and you're signed in with a valid customer group for example, if you have a price list "base", make sure you have a customer group that is assigned this price list you can also check your pricing in the price editor tool check that you've assigned the correct customer tags to the customer record you are logging in with the customer must have a tag of b2b by default and any additional tags that give them additional customer rules check that you have skus for products if you don't already have skus in shopify, it's relatively quick to do you can either edit individual products and add them manually, or you can use shopify's 'import' or 'edit products' feature to do this in bulk check that the product is set to " active " within the shopify admin (i e not "draft" or "pending") sparklayer will only import "active" products sparklayer will only import pricing for skus that are assigned to the b2b ordering channel within shopify make sure you have b2b ordering selected in shopify if you're setting up tiered pricing, make sure that you've specified a price for a single unit for all products in your csv not applicable ⚠️ price are showing different to what i am expecting when logged in as a b2b customer you are not seeing the correct pricing that you've set up within the sparklayer dashboard ✅ view possible resolutions possible resolutions on product page when it comes to your pricing, sparklayer will always output pricing in net (excluding tax) you may need to check that you have the below shopify store setting turned on in your taxes and duties when you are creating an automatic price list you must make sure you click "adjust percentage to account for tax" this only needs to be clicked once and this will then remove the tax from your shopify price to then apply the additional discount that you have decided on when creating a new automatic price list, if you have select a different currency to the native currency on your store, please bare in mind that this will convert your shopify prices to this currency at the live conversion rate if you do not wish for this to be the case you would need to use a manual price list and manually specify the price you want to sell the sku for (as shown below) in the cart go to your shopify settings and navigate to taxes and duties when scrolling to the bottom, check if you have the include sale tax in product price and shipping rate turned on shown below if this is turned on , when creating an automatic price list you will need to ensure that you click on the adjust percentage to account for tax to ensure sparklayer connects to shopify with the correct pricing if you are using a manual price list , check that you haven't uploaded your prices as gross (i e including tax) in order for tax to be added correctly in the cart, all pricing myst be uploaded at net pricing (i e excluding tax) by default, tax is charged on the overall subtotal of the customer's cart we have a setting that will allow you tax individual line items, giving you more control over which items are taxed please support docid\ nnuw1g9z7eaj4m78vk7t9 to enable this not applicable ⚠️ i'm getting errors in the price list import you've imported a csv file but it's showing errors once you've uploaded it ✅ view possible resolutions possible resolutions check that all your products in shopify have unique skus assigned if your product has variants (e g small, medium, larger), make sure there are no duplicates in your skus check that you've configured the price list csv file as per the guides within price lists docid\ s8xcbzgxqpgdeigwtxset (e g ensuring no currency symbols in the price column) check that the product in shopify has the b2b ordering channel ticked under 'sales channels' sparklayer will only import pricing for skus that are assigned to the b2b ordering channel within shopify check that the product in shopify has been set to product status "active" currently sparklayer will only import prices for products that are active in shopify (versus in "draft" status) check the sku exists within your shopify catalogue not applicable ⚠️ tiered pricing isn't showing when i upload a price list you've logged in as a b2b customer and when you go to a product page, you can't see the tiered pricing you've uploaded ✅ view possible resolutions possible resolutions when you upload your csv for your price list, make sure the qty field is correctly populated sparklayer will only import pricing for skus that are assigned to the b2b ordering channel within shopify make sure that you've specified a price for a single unit for all products in your csv not applicable ⚠️ i'm using an automatic price list but cannot select a "source" you've created a new price list and you've selected "enable automatic pricing" but you cannot select a price list from the list of "sources" ✅ view possible resolutions possible resolutions if you're trying to set up an automatic price list and you can't select a pricing source, it is likely because sparklayer cannot find skus on your store skus are required in order for sparklayer to synchronise product and pricing data from your store please ensure skus are specific for the products you wish to make available to your b2b customers sparklayer will only import pricing for skus that are assigned to the b2b ordering channel within shopify not applicable data sync ⚠️ i'm getting errors in the product data sync if you're viewing the product data sync and you see a warning sign, there could be a number of reasons for this ✅ view possible resolutions first of all, we recommend clicking the warning box to see the issues flagged the issues are typically data related (e g missing a field) and the good news is they can be easily remedied we've highlighted what the messages mean error message diagnosis check skus are assigned to all variants in shopify for this specific product, within shopify you are likely missing a sku next to each variant or the main product itself if you open the product in shopify, you can add this under inventory note sparklayer will only successfully import products that have skus assigned for all variants not applicable ⚠️ the product data sync says "this product cannot be found" if you're searching for a product in the product data sync and it doesn't return any results, this could be due to a number of reasons ✅ view possible resolutions possible resolutions check that you have valid skus for products if you don't already have skus in shopify, it's relatively quick to do you can either edit individual products and add them manually, or you can use shopify's 'import' or 'edit products' feature to do this in bulk check that the product is set to " active " within the shopify admin (i e not "draft" or "pending") sparklayer will only import "active" products sparklayer will only import pricing for skus that are assigned to the b2b ordering channel within shopify make sure you have "b2b ordering" selected in shopify for any products you want to show to b2b customers if you're still having issues, please contact our support team and we'll be happy to help not applicable ⚠️ i'm getting errors in the customer data sync if you're viewing the customer data sync and you see a warning sign, there could be a number of reasons for this ✅ view possible resolutions first of all, we recommend clicking the warning box to see the issues flagged the issues are typically data related (e g missing a field) and the good news is they can be easily remedied we've highlighted what the messages mean error message diagnosis address the country assigned is incomplete or invalid please make sure the customer record within shopify has a country assigned (e g united states of america) please note this must apply to all addresses within the customer's address book address the city is missing and is a required field please make sure the customer record within shopify has a city assigned please note this must apply to all addresses within the customer's address book address the address needs a first line added (line 1) please make sure the customer record within shopify has the first line of the address assigned please note this must apply to all addresses within the customer's address book address the post/zip code is invalid and is a required field please make sure the customer record within shopify has the postal or zip code assigned please note this must apply to all addresses within the customer's address book {"code" "resource id not found","message" "invalid customer group "tier 1" "," " "group"} please check your customer tags in shopify it may be because the customer has a previously used tag which no longer corresponds to the tags in your customer groups e g if they have a tag of b2b tier 1 but the b2b tier 1 customer group doesn't exist in the sparklayer dashboard any more, it will show this error in general, we always recommend the following check the customer has a fully completed address, including country, line 1 address, city, and zip/post code check the customer doesn't have additional addresses that are incomplete in shopify check the customer hasn't had their email address recently changed whilst this shouldn't cause an issue, sometimes it can cause issues when syncing data not applicable ⚠️ the customer data sync says "this customer id cannot be found" if you're searching for a customer in the customer data sync and it doesn't return any results, this could be due to a number of reasons ✅ view possible resolutions area diagnosis check the customer id you can also find this id in the url when navigating a customer within the shopify customers admin for example, the url in your browser may look something like this https //your shopify store url com/admin/customers/5917633347819 in this example, the external customer id would be 5917633347819 check the customer tag sparklayer relies on the customer tag feature within shopify for a customer to sync with sparklayer, they must have a tag of b2b set within their customer record in shopify without this, their record will not sync to sparklayer in general, we always recommend the following check the customer has a tag of b2b assigned if you're still having issues, please contact our support team and we'll be happy to help not applicable website ⚠️ a message saying 'an unknown error occurred' shows you've logged in as a b2b customer and when you go through the checkout, you see an error message showing on the top right of your browser ✅ view possible resolutions error codes if you're using the what's new! docid\ wdcewpemohpbrr96taycl of sparklayer, you'll see the following error codes shopify 001 you've assigned a price list in a specific currency (e g aud) to a b2b customer but this currency has not been enabled in your shopify markets & currencies docid\ vex5xjflt6pvb0azhlkqd in a market that includes multiple countries / regions, there is a setting to "show prices to customers in their local currency" sparklayer does not currently support this setting and it will need to be disabled for b2b customers in this market to successfully place orders shopify 002 you've assigned a price list in a specific currency (e g aud) to a b2b customer but the destination shipping country isn't set up in your shopify markets & currencies docid\ vex5xjflt6pvb0azhlkqd shopify 003 there's an issue with your product data such as a missing variant sku for the product in your order try removing the affected product from the order shopify 005 the email being used for the order is failing "dns checks" by shopify and is being restricted from checking out try checking the email address to ensure it is valid shopify 006 you're trying to checkout with a shipping address in a country that is not in any of your store's configured shopify markets please ensure all available shipping countries have an associated shopify market set shopify 007 you're trying to checkout but your customer record is missing either an email address, shipping phone number, or shipping address these are all required for stores using managed markets pricing 001 the b2b customer has two price lists assigned to their customer group with different currencies (e g gbp and usd) try changing their customer group settings to ensure only one currency type is assigned other possible resolutions check that the products in your order don't have prices of 0 00 set in shopify in general, sparklayer relies on the shopify price being higher than the b2b price in order to place an order with the correct calculations prices of 0 00 will throw an error and prevent checking out if you're using multiple currencies, make sure you've configured shopify markets as per shopify markets & currencies docid\ vex5xjflt6pvb0azhlkqd you'll need to ensure each market has currencies and shipping methods correctly set if you're placing an order as a sales agent ordering docid\ uw8mdbmefwwkqzrvb5cqx , make sure the email address of the customer you're placing an order for is valid any invalid emails (e g an incorrect domain name) may prevent an order being placed due to shopify rejecting the details within your frontend integration guide docid\ qwxsym9x5 pviogutekcp , make sure the siteid variable matches that shown in the sparklayer dashboard not applicable ⚠️ nothing happens when i log in as a b2b customer on my store you've logged into your shopify store with a customer account but nothing happens and you don't see the sparklayer frontend widgets load ✅ view possible resolutions possible resolutions check that you've assigned the correct customer tags to the customer record you are logging in with the customer must have a tag of b2b by default and any additional tags that give them additional customer rules check that your b2b customers have a valid address assigned to them from the customer import, you can see if any customers don't check that there are no syncing issues for the customer in the data sync tool if you see a message such as "code" "resource id not found","message" "invalid customer group" it could indicate that the customer has been assigned a tag in shopify that doesn't correspond to the tags in your customer groups check that you've installed the frontend interfaces docid\ ccz1vnh0o6d 722w35xpa check that you are testing on the correct shopify storefront theme (e g you may have installed sparklayer on a backup theme) not applicable ⚠️ the sparklayer frontend widgets aren't loading on my product pages you've logged in as a b2b customer and the sparklayer my account shows but no b2b prices show on product pages ✅ view possible resolutions possible resolutions check that you've installed the frontend interfaces docid\ ccz1vnh0o6d 722w35xpa check that you have skus for products if you don't already have skus in shopify, it's relatively quick to do you can either edit individual products and add them manually, or you can use shopify's 'import' or 'edit products' feature to do this in bulk check that the product is set to "active" within the shopify admin (i e not "draft" or "pending") sparklayer will only import "active" products check that there are no syncing issues for the customer in the data sync tool for the customer you are testing with sparklayer will only import pricing for skus that are assigned to the b2b ordering channel within shopify make sure you have "b2b ordering" selected in shopify for any products you want to show to b2b customers not applicable tax ⚠️tax shows as zero (e g $0 00) when placing an order through sparklayer, the tax is showing as zero (e g $0 00) in the sparklayer checkout or when the order has come through into your website admin ✅ view possible resolutions possible resolutions check that the customer account is not set as tax exempt go into the customer record in shopify , in the customer settings in the right hand side you are able to manage tax exemptions as show below check if you are charging tax on the products or variants in your shopify store go into the product in your store and scroll down the pricing to see the below and ensure the charge tax on this product is ticked check if you you are charging tax in the country the customer is checking out with within the taxes and duties section, navigate to the specific country and you'll see a "tick" if the country is collecting tax or not not applicable ⚠️ tax is being charged when it shouldn't be when going through the sparklayer checkout, the customer is being charged tax when they shouldn't be ✅ view possible resolutions possible resolutions check that the customer account is not set as tax exempt go into the customer record in shopify , in the customer settings in the right hand side you are able to manage tax exemptions as show below not applicable ⚠️ tax is not not being charged in the checkout when it should be when going through the sparklayer checkout, the customer is not being charged tax when they shouldn't be ✅ view possible resolutions possible resolutions check that the customer account is set as tax exempt go into the customer record in shopify , in the customer settings in the right hand side you are able to manage tax exemptions as show below not applicable ⚠️ prices are wrong when i check an order when placing and order through sparklayer, the pricing in the sparklayer checkout is different to the pricing being displayed in the shopify order ✅ view possible resolutions possible resolutions go to your shopify settings and navigate to taxes and duties when scrolling to the bottom, check if you have include sales tax in product price and shipping rate turned on as shown below if this is turned on , when creating an automatic price list you will need to ensure you click on the adjust percentage to account for tax to ensure sparklayer connects to shopify with the correct pricing in addition to this, we also recommend ensuring that the price of the product is lower in sparklayer than it is in shopify one way to do this is to go the price editor in the sparklayer dashboard and searching for the sku you can then compare this price to the price that you have in shopify it's very important to note that if the shopify price is lower than the sparklayer price, when the customer goes through the sparklayer checkout, it will default to the lower shopify price when checking your pricing, you'll also need to consider if the shopify price is including tax or not if the sparklayer price is higher "after tax" than your shopify price including tax then again it will revert to the lower shopify price not applicable ⚠️ shipping to a different country shows the wrong tax amount when a customer is placing an order to a different country from your "default" country in shopify, the tax is not being calculated correctly ✅ view possible resolutions possible resolutions check if you you are charging tax in the country the customer is checking out with within the taxes and duties section, navigate to the specific country and you'll see a "tick" if the country is collecting tax or not not applicable ⚠️ tax is being charged twice in the checkout when a customer is placing an order, they are being charged tax "twice" on their order ✅ view possible resolutions possible resolutions if you're using a managing pricing docid\ nx9q00ewv kbjxc3tg1ut , check that you haven't uploaded your prices as gross (i e including tax) in order for tax to be added correctly in the cart, all pricing must be uploaded at net pricing (i e excluding tax) if you are using managing pricing docid\ nx9q00ewv kbjxc3tg1ut and you have include sales tax in price and shipping switched on in shopify, you'll need to ensure that your price list has the adjust for tax enabled this will then reduce the price to the correct percentage, whilst taking into account tax charges not applicable ⚠️ i need to charge tax for some products and not others i sell products that have different tax rates but the calculations are wrong when the customer checks out ✅ view possible resolutions possible resolutions by default, tax is charged on the overall subtotal of the customer's cart we have a setting that will allow you tax individual line items, giving you more control over which items are taxed please support docid\ nnuw1g9z7eaj4m78vk7t9 to enable this in order to make sure that you're no longer charging tax on specfic line items, you'll then need make sure that the charge tax is not selected on the variant in shopify not applicable ⚠️ shipping costs are not showing the correct amounts when a customer is checking out, they are not seeing the correct shipping costs as set up in the sparklayer shipping system ✅ view possible resolutions possible resolutions when using sparklayer shipping docid\ cfz zpgw2umovao73lc5m , the prices listed in the dashboard should always match the prices shown to the customer when checking out if the shipping rate listed is different, please support docid\ nnuw1g9z7eaj4m78vk7t9 not applicable orders ⚠️ orders aren't showing in the orders admin you've placed an order via the sparklayer quick order cart but it's not showing up in your shopify admin ✅ view possible resolutions possible resolutions check that the order has been placed as a b2b customer you can check this from the " notes " field within the order in shopify unless the order is placed via 'upfront payment' (i e by card payment), the order will appear as a draft order within shopify by default you can access this by clicking orders and then draft orders within the shopify admin if you'd prefer for all orders to arrive in shopify as completed orders (i e not draft orders), you can enable this here not applicable ⚠️ orders show as "awaiting merchant" as a customer, you've placed an order via the sparklayer quick order cart and it shows an order status of "awaiting merchant" when you review your orders ✅ view possible resolutions notes for orders that are placed via "manual" payment methods such as pay by account or pay by invoice , these will initially show in the my account area with a status of "awaiting merchant" when the order is transitioned into a "completed" order, the status will then update to the appropriate status such as "processing", "shipped" etc my account interface docid\ lqxani7ivdqna09d9soap not applicable checkout ⚠️ customers can't place orders because of incomplete addresses a signed in b2b customer is trying to complete their order but it says their addresses are incomplete ✅ view possible resolutions possible resolutions make sure that all address fields for the customer are completed within their customer record in shopify make sure they have no incomplete addresses saved against their account not applicable ⚠️ shipping methods aren't showing for customers you've logged in as a b2b customer and when you get to the shipping method, you can't see a shipping method to select ✅ view possible resolutions possible resolutions if you're using sparklayer's built in shipping, make sure that you've set up your shipping rules https //app sparklayer io/configuration/settings/shipping rates correctly, e g by country or by customer group if the customer doesn't match any of the rules you've set, no shipping method will be shown look out for rules you've set based on "weights" or which customer groups are assigned to the shipping rule if you're using shopify to set your shipping methods, make sure you have a shipping country specified for your shipping methods, e g if the customer is from united kingdom, ensure that your shipping methods have united kingdom as an option if you're using shopify markets, make sure that you have shipping profiles set up for your destination countries not applicable