Tax Enabled but Not Charging

[myhappypalate]

I enabled the tax for all products but when adding the items to the cart, it is not charging the tax. Please advise

[Chad]

Hey @myhappypalate! 

Is this for Online Store transactions? If so, are all of the orders within your state? 

I'll keep an eye out for your reply. 

[SGWBoutique]

Yesterday was the first day that my store went live.  Customers (in state) were not charged sales tax.  Advice?

[Tom]

Hey @SGWBoutique, thanks for flagging —  tax should be applied to online sales shipped within your state for the Online Store.

If you haven't already tried, mind starting fresh by creating and applying a new tax? If the tax still doesn't behave by terms of applying itself to in-state orders, please let our Support Team know. They'll take a closer look behind the scenes.

[Javier]

I just received an on-line order, and I too noticed that taxes were not added to this particular order. The thing is, this feature was working just fine last week -- I had orders and I can see that they included the appropriate tax.

I went online (square dashboard) to make sure the tax is enable, and it is.

Also, I checked POS sales, and it does add the tax correctly.

Since other people are experiencing the same issue, and the fact that this just to work just fine leads me to believe that the problem is at Square's end.

Please advice how I should proceed to try to resolve this issue.

Regards,

Javier

[Chad]

Hello @Javier, that sounds really weird.

Have you made sure these orders are from the state you're located in? If it's from another state the sales tax will not apply to these transactions. If you these orders are from your own state I recommend reaching out to our Support Team. They can take a look at your account from the back end to see what's going on.

Please let me know what you find! 😃

[Javier]

Yes, the address is from the same state, so that is not the problem. I opened a ticket, but I still have not heard back from the support team 😞

[Chad]

Sorry about the delay @Javier, our Email turnaround time is 1-2 days usually. For this issue I recommend giving us a call though. 

[Javier]

@Chad  I wish I could...

before opening the ticket online, I tried to call, but the system will not recognize the ID number required for starign a ticket via phone. Before I finished entering all the digits (during the 3rd or 4th digit), it would tell me that the number I entered was wrong! (I guess that's one way to force users to use the online system, and not call)

This all happened last Thu 3Aug.

Hope to hear from customer service soon...

[Chad]

Interesting @Javier, your code is active and I tested it earlier today. It will only give you an invalid message if the numbers didn't match up or if you didn't enter them in a timely manner. You should have received a response via email by now. I recommend checking your spam folder if you can't find the email.  

Please let me know if I can help with anything else. 

[Javier]

@Chad, thanks for the suggestion; the reply was in my spam folder (dated yesterday).

Unfortunately, the person handling the ticket had the same suggestions you had, so I had to let them know (again) that

  - taxes are enabled for all items in the online store

  - this is an in-state order

  - this is the first time taxes were not added to the on-line order; just to work just fine

  - taxes are correctly added when using the POS device

  - i even tried ordering myself online, and no taxes are added, even though the address is in-state

(Since I seem to be getting a better/faster response from you, I'll take advangate of it). Is there any feature/function that needs to be enabled to make sure taxes are added to in-state orders?

I'm at a loss as to what I could have done to change any of those settings; I can confirm that taxes are enabled (and the POS transactions prove it).

Regards,

Javier

[Chad]

@Javier, I recommend giving us a call, because this sounds like it might be a glitch on the backend of the store. You can always request a phone call via email if the customer code is still giving you trouble. 

[Javier]

Great suggestion of requesting a call! I'm talking to customer support now (thou they had to put me on hold...)

Thanks @Chad for your help!

[Chad]

I'm glad you were able to get in touch with the team @Javier. Please let me know if I can help with anything else! 😃

[artspaceorg]

I had the same problem entering the customer code. Wouldn't let me enter the entire code I was given so I had to resort to email.
Decided to try the community forum and I saw a response above saying to try making a new tax and applying to the items - this worked on my test. hope it fixes the problem!