Check which price a buyer sees
"Müller says the shop shows €19.90 but their agreement says €16.20." This is the procedure for answering that in five minutes instead of an afternoon.
Start from the entries, not the lists
Go to Order Management › Prices › Price entries and filter by the SKU.
You now have every price that exists for that article, across every list, with the list name, the type, the from-quantity and the amount. Nine times out of ten the answer is visible here: an entry on a list you had forgotten, a rung you did not expect, or no entry at all on the list you assumed.
Write down the candidate lists. Then eliminate them in resolution order.
Walk the resolution order
Take each candidate list, open it in Order Management › Prices › Price lists, and ask these questions in this order. The first "no" eliminates it.
| # | Question | Where to look |
|---|---|---|
| 1 | Is the list in the buyer's currency? | Currency column |
| 2 | Is its status active? | Status column; an inactive list shows a banner saying it never resolves |
| 3 | Is today inside its validity window? | Validity column |
| 4 | Is it assigned to the buyer's market, or to no market at all? | Markets column |
| 5 | If the buyer is anonymous, is Logged-in buyers only off? | On the list |
| 6 | Does its Applies to scope match this buyer? | Applies to column |
What survives is the candidate set. Now rank it:
- A list bound to this contact beats one bound to the organization.
- That beats one bound to the channel.
- That beats an open list.
- The default list is the last resort.
- Among lists at the same rank, the higher priority number wins.
- If specificity and priority both tie, your tiebreak rule decides, by default the cheapest for the buyer.
Finally, inside the winning list, take the highest From quantity at or below the ordered quantity.
That number is the answer. If it is not the number the buyer sees, one of your inputs is wrong. Most often the buyer is not logged in as the contact you think, or is on a different market than you assumed.
Confirm it as a buyer
Reasoning is not proof. Log in as a test contact at that organization and look at the article. Keep one test contact per major account for exactly this purpose; it is worth the five minutes it costs to set up.
Check two quantities, one below a scale break and one above, and check the article in the cart as well as on the product page.
When there is no price at all
An article with no price resolves as on request, never as zero. There are four distinct reasons, and they need different fixes:
| Reason | What it means | Fix |
|---|---|---|
| Nothing prices it | No list that applies to this buyer has an entry for the SKU | Add an entry, usually on the default list |
| An on-request entry applies | Somebody deliberately marked it as not published | Nothing; this is working as intended |
| Anonymous buyers are not priced | Prices are switched off for visitors without an account, tenant-wide | Log in, or change the tenant setting |
| No buyer identity was supplied | The call arrived with no contact and no organization | A storefront or integration question, not a pricing one |
The price call names which of the four applies, so if you cannot tell from the Cockpit, your integrator can read it straight off the answer.
When the amount is right but the tax is wrong
Two separate facts to check, in this order:
- What the stored amount means. Open the list and read Prices are. If it is empty, the list shows a warning banner and the amounts mean whatever the tenant setting says. State it explicitly.
- What rate applies. The rate comes from the buyer's market and the article's tax class. If the market cannot be determined, the rate comes back as unknown, never as zero. A gross price quoted from an unknown rate is the net price wearing the wrong label.
See Currencies and tax.
Record the answer
When you have traced a price, write the finding on the customer record or the
ticket: which list won, and why. Price questions repeat, and the second time
somebody asks about Müller and 4711-A the answer should take thirty seconds.
Next
- Common pricing problems — the symptoms, with their usual causes.
- How pricing works — the resolution order in full.