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Troubleshooting with Bold Custom Pricing

Laurel
Laurel
  • Updated

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 an improper install or conflict in 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 must be properly installed to your theme in order to reflect the discounts on the storefront. For step-by-step instructions, please visit our Installation Guide for 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:

    • 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. Discount codes are only compatible when using the Variant Dependant Method (V1) in Custom Pricing.

      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.

      If you are using the Variant Dependent Method, and discount codes are still not working, please review the following troubleshooting steps:

      • Incorrect tags or not logged in - If you have enabled a Standard plan or higher in Custom Pricing, you need to log onto the storefront with an account that contains a Custom Pricing tag if you are using a discount code that is set to only work with specific hidden variants created via Custom Pricing. Tags are case sensitive and must be entered into the account exactly as it appears in Custom Pricing. For 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.
      • 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.

      • 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.

  • 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:

    1. Incorrect tags or 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 order to see the discounts. Tags are case sensitive and must be entered into the account exactly as it appears in Custom Pricing. For 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.

    2. Incomplete install - In order for the discounts to reflect on the storefront while logged into an account, Custom Pricing must be properly installed to your theme. If you have changed your theme, you must perform a new install on the new theme. For detailed instructions, please visit our Installation Guide for Custom Pricing.

    3. Product(s) are 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.

  • 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.

  • 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:

    1. Check the date your Shopify products were last synced with Custom Pricing in the product selector.

      Last synced date

      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.

      Sync with Shopify

    2. 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.