While using Custom Pricing, you may come across an issue with the display or performance of the app. Some of these issues can be corrected through an in-app setting, however, other issues might be related to some missing or conflicting liquid code from within your theme.
In this article, we are going to go over some common issues that can arise with Custom Pricing and what steps can be taken to resolve each issue.
Note Custom Pricing requires a liquid code installation in order for the discounts to reflect correctly on the storefront. For more information, please visit our Installation Guide for Custom Pricing.
Discount Codes are not Working with Custom Pricing
If a discount code created in Shopify is not working with a product that has been discounted via Custom Pricing, it may be due to one of the following reasons:
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Incorrect Discount Method - If you are currently using the Draft Order method or Accelerated Draft Order method within Custom Pricing, discount codes do not work in the checkout page. In order to use discount codes with Custom Pricing, the discount method needs to be set to the Variant Dependant method.
Please visit Discount Methods and How to Switch for more information on the benefits and limitations of each discount method and how to switch to a different method.
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Incorrect Tag/Not Logged In - If you have enabled the Customer Pricing plan in Custom Pricing, you need to log onto the storefront with an account that contains a Custom Pricing tag in case if you are using a discount code that is set to only work with specific hidden variants created via Custom Pricing.
Note Tags are case sensitive and must be entered into the account exactly as it appears in Custom Pricing. Example: A tag titled Gold-VIP would need to be added as Gold-VIP into your customer account. Entering in gold-vip or Gold-vip results in missing discounts.
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Product(s) are Out of Sync - If you have selected specific hidden variants for a discount code and the price group is turned off and back on in Custom Pricing, this causes the hidden variants to be removed from the discount code. To resolve this issue, you need to re-select the hidden variants within the discount code in your Shopify admin once the price group has been re-enabled in Custom Pricing.
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Discount Code Rule(s) not met - In order for the discount code to be applicable in the checkout page, all conditions that have been set within the discount code rules need to be met. Please ensure that all of the rules have been met and try the discount code again in the checkout page.
If you are still experiencing issues with discount codes not working with Custom Pricing while on the Variant Dependant method, please reach out to our Customer Success team for further assistance.
Discounts are not Appearing on the Storefront
If a discount created from Custom Pricing is not appearing on the storefront on all collection pages, product pages or on the cart page, this can often occur from one of the following below:
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Missing/Incomplete Liquid Install - In order for the discounts to reflect on the storefront while logged into an account, a liquid update must be completed on your theme. If you have recently installed Custom Pricing and have not yet had a liquid install, or have changed to a different theme, please visit Custom Pricing Installation for further assistance with applying the liquid install to your theme.
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Incorrect Tag/Not Logged In - If you have enabled the Customer Pricing in Custom Pricing, you need to log onto the storefront with an account that contains a Custom Pricing tag.
Note Tags are case sensitive and must be entered into the account exactly as it appears in Custom Pricing. Example: A tag titled Gold-VIP would need to be added as Gold-VIP into your customer account. Entering in gold-vip or Gold-vip results in missing discounts.
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Product(s) Not Discounted In Custom Pricing - If a product is not being discounted in Custom Pricing either in a price group, global discount set in a tag, or within the Detailed Pricing section, the product price remains the same when logged in with a tagged account. Please visit Create, Edit or Delete Product Pricing Groups or Create, Edit or Delete Detailed Pricing for steps on applying discounts to your products for tagged users.
Discounts are not Appearing in the Checkout Page
If a discount created in Custom Pricing is applying to the storefront but is not being carried over into the checkout, this can be caused by a conflict with a third party app. If the third party app uses a draft order to apply a discount in the checkout page, Custom Pricing is not able to generate a draft order and the discount does not appear in the checkout page.
To avoid this issue, it's best to reach out to the third party support team and have the support team remove the liquid code that interacts with the checkout page from your theme.
Please visit Custom Pricing 3rd Party Conflicts for a list of some apps that are not compatible with Custom Pricing.
If you are using a dynamic checkout button (Buy Now button) on the product page, this button needs to be removed from the product page, as the discounts from Custom Pricing cannot not be carried into the checkout page when this button is used.
Please visit Adding and removing dynamic checkout buttons for steps on disabling this button from your theme.
Product Missing from Product Selector
If a product appears to be missing from Custom Pricing when performing a search in the product selector, there are a couple fixes you can try:
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Check the date your Shopify products were last synced with Custom Pricing in the product selector.
If you've added new products since that date, you need to perform a sync. Select the Sync with Shopify button in the product selector as shown below.
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If you are searching for your product by name, you need to enter the full product name in order for the product to appear. Using only part of the product title does not yield results.