Problem with tax not being applied

  • Resolved drofwarc2

    (@drofwarc2)


    5 years, 8 months ago

    Hi,

    I’m having a problem with taxes not being applied to purchases. It’s a head-scratcher because the problem seems to be intermittent.

    The website is Canadian based and does business in every province and territory. It has had WooCommerce installed for several years, and the taxes have always been added to purchases correctly.

    However, on March 10, a purchase was made by a customer on the site and the tax was not applied. Prior to this purchase, no changes had been made to the WooCommerce plugin settings that I’m aware of.

    Subsequently, several more purchases were made on the site by customers, the most recent on March 29, and each time, the tax was not recorded.

    I said the problem is a head-scratcher and seems to be intermittent. That’s because I have made about a dozen test purchases (real purchases done for testing purposes) on the site since March 10, and each time the tax WAS recorded correctly.

    When making these test purchases, I have been both logged in and logged out of the webiste, I’ve made them from different browsers, and I’ve had an associate who lives in a different city make several test purchases while logged out. For every one of these test purchases, WooCommerce applied the tax correctly.

    Can you give me any insight into what could be causing this problem?

    Here is my system status report:

    
### WordPress Environment ###

Home URL: https://www.fanshoppe.com
Site URL: https://www.fanshoppe.com
WC Version: 3.5.2
Log Directory Writable: ?
WP Version: 5.1.1
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

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Server Info: Apache
PHP Version: 7.1.14 - We recommend using PHP version 7.2 or above for greater performance and security. How to update your PHP version
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PHP Max Input Vars: 1000
cURL Version: 7.19.7
NSS/3.27.1

SUHOSIN Installed: –
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Max Upload Size: 64 MB
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fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

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### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (18) ###

Akismet Anti-Spam: by Automattic – 4.1.1
Gallery Bank - Photo Gallery - Image Gallery - Photo Albums - WordPress Gallery Plugin: by Tech Banker – 4.0.43
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 7.4.2
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Thrive Product Manager: by Thrive Themes – 1.2.1
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UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.9

WooCommerce Google Ads Conversion Tracking: by Wolf+B?r Agency – 1.4.17
WooCommerce: by Automattic – 3.5.2
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Wordfence Security: by Wordfence – 7.2.3
Yoast SEO: by Team Yoast – 10.0.1
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### Settings ###

API Enabled: ?
Force SSL: –
Currency: CAD ($)
Currency Position: left
Thousand Separator: ,
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Number of Decimals: 2
Taxonomies: Product Types: external (external)
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### WC Pages ###

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Terms and conditions: ? Page not set

### Theme ###

Name: Flatsome Child
Version: 3.0
Author URL: 
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Parent Theme Name: Flatsome
Parent Theme Version: 3.8.1
Parent Theme Author URL: https://www.uxthemes.com/
WooCommerce Support: ?

### Templates ###

Overrides: flatsome/woocommerce/archive-product.php
flatsome/woocommerce/cart/cart-empty.php
flatsome/woocommerce/cart/cart-shipping.php
flatsome/woocommerce/cart/cart.php
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flatsome/woocommerce/single-product/product-thumbnails.php
flatsome/woocommerce/single-product/rating.php
flatsome/woocommerce/single-product/related.php
flatsome/woocommerce/single-product/review.php
flatsome/woocommerce/single-product/sale-flash.php
flatsome/woocommerce/single-product/share.php
flatsome/woocommerce/single-product/short-description.php
flatsome/woocommerce/single-product/tabs/tabs.php
flatsome/woocommerce/single-product/title.php
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flatsome/woocommerce/single-product-reviews.php
flatsome/woocommerce/single-product.php

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Thread Starter drofwarc2

    (@drofwarc2)

    Hi,

    This problem is urgent. Since I submitted this ticket 11 days ago, two more orders have come in. On one, tax was charged, and on the other, it was not.

    I’m really hoping that someone could provide me with some assistance.

    Patrick

    Plugin Support stephjacq a11n

    (@stephjacq)

    Automattic Happiness Engineer

    Hi Patrick, sorry to hear about the trouble! To clarify, you’re unable to reproduce this, and the issue appears intermittent.

    Have you been able to identify any common element between the affected orders? For example, a specific product or particular province that’s affected?

    Are you using automated taxes or have you entered the rates manually?

    You can enable debug for the automated rates at WooCommerce > Status > WooCommerce Services. There you’ll also find logs which may help understand what’s happening there.

    Thread Starter drofwarc2

    (@drofwarc2)

    Hi,

    Thanks for the reply. This problem was resolved after I opened a ticket with the WooCommerce help desk. Following much plugin conflict testing and back-and-forthing with the help desk, I stumbled across the specific point at which some purchases were being made without triggering the tax to be added to the order. The help desk then provide me with a temporary solution, and I’m told there will be permanent fix included in WooCommerce 3.6.0.

    (Please note there were no plugin or theme conflicts at fault here. I was able to replicate the problem with only WooCommerce activated and using the Twenty Seventeen theme.)

    Below is an explanation of the issue. Apologies in advance for the length, but there’s a lot to tell.

    The problem was associated with the “Province” field found under “Billing Details” on the Checkout page (the store sells only in Canada). When a new user arrived on the Checkout page, the Province field did not display a dropdown menu allowing the user to select their province. Instead, the field was a regular text field that you could type in.

    This is the point when the potential arose for the tax to not get added to the order: If the user typed in the province’s short-form name (for example, ON is the short-form you would type for Ontario), the tax got added to the order.

    However, if the user typed in the name of their province in full, the tax did not get added to the order.

    Why it was so hard to troubleshoot

    If the user left the page before completing the order and then returned, or if the user refreshed the page, the Province field would change from a writable field to a field with a dropdown menu. Now the user could no longer type directly into the field. This meant there was no opportunity for them to type in the full name of the province. Instead, in order to complete the Province field, they were forced to first click on the dropdown menu.

    After clicking on the dropdown, the user has two options: either click on the name of their province or start typing the name of their province into the search field. Whichever option they chose, they would be successful in getting the name of the province to display in the field. And once this occurred (and if they had already filled out the other required fields), the tax would get added to the order.

    So you see, the problem only occurred if A) the purchaser was a new visitor to the Checkout page AND if B) they decided to type the name of their province in full, rather than type the short-form name.

    The help desk then traced the issue to the “Default customer location” setting on the main settings page. My Default customer location was set to “Geolocate.” I was asked to change the setting to “No location by default” – and that fixed it!

    Thank you WooCommerce help desk!

    As I wrote earlier, I was told by the help desk that a software fix that is to be included in WooCommerce 3.6.0. I expect this will correct the Geolocate glitch. However, our store doesn’t need the geolocate feature, so we’re fine with using the Default customer location setting.

    I must say that I’m curious why there haven’t been any other complaints about this issue here in the forum (at least none I’ve seen). In any case, if someone else does encounter the problem, they’ll hopefully stumble across this post before pulling out too many hairs.

    Regards,
    Patrick

    @drofwarc2 We’ve been having the same intermittent issues with 2 of our client sites as well – both Canadian sites.

    We were advised to switch settings to “No location by default” and thought the issue was resolved. Sadly, it’s cropped up again on these sites (we’re still pulling our hair out) and the issue has now been escalated to Woo help desk for resolution.

    Thread Starter drofwarc2

    (@drofwarc2)

    @sgauder I’m sorry to hear you’re having the same problem – and that it hasn’t been resolved by switching your settings to “No location by default.” That’s not good news, but this solution is still working so far on our site. I’ll pop back in with an update if anything changes. Good luck!

    Bonjour,
    We just started a new business selling shoes online in Canada and we got the same issue. We are running Woocommerce 3.5.8. I changed the setting to “No location by default”. Hopefully the problem is fixed now. I will update if it occurs again.

    Regards,
    Alain

    Thread Starter drofwarc2

    (@drofwarc2)

    Hi all,

    I can report that, after updating my WooCommerce plugin from 3.5.8 to 3.6.2 (I missed the updates in between), this issue is now resolved. I ran a test in which I changed my “Default customer location” setting from “No location by default” to “Geolocate,” cleared my cache and did a test purchase. The Province field displays correctly as a dropdown menu, not as a text field.

    Here’s hoping it’s gone for good.

    Kind Regards,
    Patrick

Viewing 7 replies - 1 through 7 (of 7 total)
  • The topic ‘Problem with tax not being applied’ is closed to new replies.