Troubleshooting

See all our pricing FAQs For further troubleshooting for pricing, please refer to Pricing FAQs

⚠️ 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'.

⚠️ 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.

⚠️ 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.

⚠️ 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.

⚠️ 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".

⚠️ 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.

🛍️ Using Shopify

🌐 Other platforms

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.

⚠️ 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.

⚠️ 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.

🛍️ Using Shopify

🌐 Other platforms

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

⚠️ 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.

🛍️ Using Shopify

🌐 Other platforms

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.

⚠️ 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.

🛍️ Using Shopify

🌐 Other platforms

Error codes:

If you're using the latest version 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. 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.
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 our guide here. You'll need to ensure each market has currencies and shipping methods correctly set
If you're placing an order as a sales agent, 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 core script, make sure the siteId variable matches that shown in the SparkLayer Dashboard.

⚠️ 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

⚠️ 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

⚠️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.

⚠️ 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.

⚠️ Tax is 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.

⚠️ 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.

⚠️ 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.

⚠️ Tax is being charged twice in the checkout

When a customer is placing an order, they are being charged tax "twice" on their order.

⚠️ 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.

⚠️ 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.

⚠️ Tax is being charged but I use a third-party tax app (e.g. Avalara, TaxJar)

When placing an order through SparkLayer, tax is still being charged even though the customer is set to "Don't Collect Tax" in Shopify.

⚠️ 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

⚠️ 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.

⚠️ 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

⚠️ 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

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Pricing

Data Sync

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Tax

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