You have probably come across similar situations: Sometimes you change settings and a couple of months later you have a problem with an order or a client. But you don’t remember exactly what you have changed. Don’t worry, this happens even to the most experienced online merchants! Please go through all of the following points and check that everything is okay.
1. Country settings
For a correct tax calculation you need to indicate where your shop is located. To do so, go to Settings >> General Settings >> Address and make sure that your country is selected. You normally verify this setting when going through the setup assistant.
2. Tax Matrix
Go to Settings >> Tax calculation >> Tax matrix and ensure that the various tax details are correct. Usually our software automatically completes this step. Under certain circumstances, however, you will have to change the matrix and adjust the tax classes and tax areas. This is the case, for example, when you have an Austrian online shop with a German provider.
Please also keep in mind that food and beverage have a lower rate of taxation than other products in many countries.
3. Country allocation
In Settings >> Tax calculation >> Tax areas >> Assignment of countries you will see a list of all the countries where you are selling products. Each of them stands for different tax rules. You can adjust the areas by changing the tax matrix. Also shown are all the regions and cities with exceptions from the normal tax rules. For instance, in the United Kingdom taxes are lower in Jersey or Guernsey. By selecting the respective post codes of these islands you can define exceptions.
4. Tax model
The setting “net prices” is only correct if directed at business customers. In all other cases, please select “gross prices”.
5. Languages, currencies and countries
Go to Settings >> Country Settings and make sure that the countries, languages and currencies you want to offer to the customers of your shop are visible in your storefront. Adjust the list in order to avoid fake or unwanted orders from, for example, Korea.
Under Settings >> Country Settings >> Countries you can also check if a country has been assigned to the correct tax area. Check all areas (this option is not available in all ePages online shops) and make sure that every country is assigned to no more than one area (e.g. your country, EU or non-EU).
7. Delivery Methods
Have you activated every delivery method you want to offer to your customers in a certain region? Is it restricted to a certain group of customers? To which group does the respective customer belong? If he is a non-registered customer, his group will be “Default for ordering without registration” (see Customers >> Customer groups). If he is registered, he will be put into the default group (if you haven’t put him into another one yet).
Settings: Is the tax class of your products correct? If you usually enter gross prices, your ePages online shop software automatically calculates the net price and saves it in the database.
8. Payment Methods
Have you activated every payment method you want to offer to your customers in a certain region? Is it available only for certain regions (see 6)? Do you want to offer this payment method only to a specific customer group? Are there any restrictions in terms of the minimum and maximum order value for this payment method (in all currencies)?
Go to Settings >> Shipping >> Dependencies and choose all possible combinations you want to allow for your shipping and payment methods. Orders may not be completed if there are empty rows and/or columns in the matrix and a customer selectsone of these exact combinations.
You can set different tax models for different registered customers. Go to Customers >> Customers >> [Customer] >> Customer account. For every client you can set a VAT number. Verify it to avoid errors in the system. You should also decide if he has to pay gross or net prices, if he is from the EU or not, etc…
Don’t forget that for Italian clients you need to fill in the Tax Number box.
Your ePages online shop makes a distinction between customers and users. A user is the person who registers with an email address and a password. To order, a user needs to have completed the full registration (Go to Customers >> Customers >> [Customer] >> User data >> Sign in).
If you encounter the problem where a non-registered user cannot order in your online shop, just check Settings >> Basket settings: If Basket only for registered customers is activated, please deactivate it and allow non-registered users to buy from your shop.
Finishing the registration process does not automatically mean that your customers can immediately order. You must check your Basket settings for this. If you have marked the option “No” in “Allow order immediately after registration”, remove it thus allowing the customers to start ordering. Go to Customers >> Customers >> [Customer]>> General >> Customer Account and then select “Yes” in Allow orders. On this page you can also see if the customers belong to a specific customer group. This is potentially important for the use of price lists, see 12.
In some cases it can help to check the customer data by clicking on Customers >> Customers >> [Customer] >> User data >> Sign in and verify if the correct language and the currency are set for this user. You should also take a look at the delivery address and billing address and ensure that the appropriate country is typed in.
12. Price lists
In Products >> Price lists you can check the validity period (from / to) of the price lists. An icon in front of the identifier will help you: If it is highlighted in green the price list is valid. Also check if the currency of the respective list is correct.
Within the price list you have the option to share the list with specific customer groups or even single users. For this you will need the correct data to be entered.
Look at the tab Shopping basket discount to see if the values are correctly set.
If you go to Products >> Price Lists >> Advanced Settings you can choose how you want to display the respective prices in the online shop. The use of “List prices” is pre-set, but this setting can of course be changed.
Please check specific products (go to the “Prices” tab) and take a look at whether or not the discount is applied correctly.
13. Basket settings
Have you set a minimum order value (per currency)? What does it refer to? If some of your customers cannot order a product, this might be the solution: Go to Settings >> Basket settings and then select “No” beside the option “Enable selection of the tax area in the basket”. If yes was selected your clients could potentially select the wrong tax area. But the ePages software automatically recognizes the correct tax area.
This checklist is quite long. But don’t worry. Most of the mistakes can be found within a few minutes and long before going through all the points in this list. Good luck and happy selling!