Pricing

Every pricing question starts with four facts: the SKU, the buyer (contact and organization), the quantity, and the market. "It shows the wrong price" without those four is not answerable. With them, almost every case below takes five minutes.

Why does a buyer see no price at all?

In order: no entry exists on any list that applies to them; they are not logged in and every list that could apply is marked Logged-in buyers only, or prices are off for anonymous visitors tenant-wide; the buyer's market is in CHF and every list is in EUR, and lists are never converted; every candidate list is assigned to markets the buyer is not in; the list is inactive or outside its validity window; the entry is deliberately On request; or the article is not visible in the first place, which is a catalog question. See Common pricing problems.

A customer sees the list price instead of their agreed price.

The most-reported case, and almost always one of five things: the customer's list has no account set under Applies to, which also means somebody else is getting their prices; the agreement's Valid until has passed, silently; the article is not on the customer's list and correctly falls through to the list price; the buyer is signed in as a contact attached to a different organization; or a campaign list at a higher priority is winning. See Common pricing problems.

Which price list wins when two apply to the same buyer?

The more specific one. A list bound to the contact beats one bound to the organization, which beats one bound to the channel, which beats an open list, and the default list is the last resort. Before that ranking, lists are filtered by the buyer's currency, by status and validity, by market, and by whether the buyer is signed in. See How pricing works.

Which price list wins when specificity and priority both tie?

A configured tiebreak rule decides, and by default it is the cheapest price for the buyer. That is a safety net rather than a design: two active lists with the same scope and the same priority are a structure nobody can explain on the phone. Give them different priorities, leaving gaps of ten. See Rounding, defaults and resolution rules.

Does a higher priority beat a customer's contract list?

No. Priority only sorts lists of equal specificity. An open list at priority 100 does not beat a contract list bound to the account at priority 10, because the contract list is more specific. If you need a campaign to beat contract prices for its window, the campaign list has to be at least as specific as the lists it should beat. See How pricing works.

Anonymous visitors can see our trade prices. How do I stop that?

Set Logged-in buyers only on every customer and contract list without exception; anonymous visitors then skip those lists entirely. If your policy is no prices at all before login, do not rely on remembering the flag on every list you ever create. Set it once for the tenant instead. See Design your price lists.

The price is 100 times too high, or too low, for a whole list.

An import problem. 19,90 parsed with the comma as a thousands separator becomes 1990, a price per 1,000 was imported as a price per piece, or the source column carried a currency symbol. Sort the list's entries by unit price in both directions and the extremes show it immediately. See Import prices in bulk.

What does "on request" mean, and how is it different from no price or zero?

Three different things. No list prices the item: the buyer sees "on request" and nobody has decided anything. An entry says On request explicitly: somebody decided this article is not sold at a published price, and that decision outranks a number on another list. Zero is a price, orderable, and a buyer will order at it. A missing price must never become 0.00. See How pricing works.

My scale prices are not applying.

Four usual causes: no rung at quantity 1, so small orders resolve to nothing; the winning list prices the article once, and the standard list's ladder does not merge in; two rungs at the same from-quantity in one list, one of them dead; or the rung sits between packaging quantities and is unreachable. See Scale and volume prices.

I changed a price and the shop still shows the old one.

You changed a list this buyer does not resolve onto, usually the standard list for a customer who has their own; your ERP owns prices and overwrote the edit at the next sync; the import ran into a different list or under a SKU that does not match the catalog's; your storefront or a middleware caches prices on its own terms; or the bulk adjust was run with Preview only on and wrote nothing. See Common pricing problems.

The shop looked right, but the tax on the invoice is wrong.

Two facts to check in order. First, what the stored amount means: open the list and read Prices are. If it is empty, the amounts mean whatever the tenant setting says, and the list shows a warning banner until you state it. Second, what rate applies: it comes from the buyer's market and the article's tax class, and if the market cannot be determined the rate comes back as unknown, not zero. See Currencies and tax.

Two customers on the same agreement get different prices.

One of them has a contact-bound list somebody created and forgot, which beats the account list; or two overlapping lists exist for the account at the same priority and the tiebreak is deciding; or they are on different markets and therefore on different currency lists. Filter Price entries by the SKU and the lists that apply to each buyer show themselves. See Common pricing problems.

How many price lists should we have?

Start with three: a standard catalog list, one list per foreign currency, and one list per customer with a negotiated agreement. Add a list only when a requirement cannot be expressed on an existing one: a different currency, a different net/gross basis, a campaign with an end date, a punchout price book. Three lists you can hold in your head; forty is an archive nobody can explain. See Design your price lists.

How do I find out which price a specific buyer sees?

Filter Order Management › Prices › Price entries by the SKU to see every list that prices it, then walk the resolution order by hand: currency, status, validity, market, login, scope, priority, quantity rung. Then log in as a test contact at that organization and look, at two quantities, in the cart. Keep one test contact per major account for exactly this. See Check which price a buyer sees.