Incorrect sales tax applied to in-store pickup purchase

[mikesclub]

I've marked this thread as "new", because, after a year, this problem still hasn't been resolved. 

I'll repeat the problem:

My sales tax is 10% (a combination of my city, county, and state amounts).

When I sell an item in my physical store, the 10% is calculated and charged correctly. 

But when I sell an item through a. payment link (still for in-store pickup), the sales tax is only 6%. This seems to be the combination of my state and county tax, without the city tax being applied. THIS IS NOT CORRECT. It's in-store pickup, 

I have tried every combination of sales tax options, but no change. The wrong rate still shows, even when I have the tax set to be the same as the walk-in rate. 

SOMEONE PLEASE HELP! I've tried chatting with tech support, but the call center agents can't tell me what to do.

[Sammie_C]

Hi @mikesclub, I am sorry to hear that this has not been resolved yet. I can definitely look into this for you.

At what point in the sale are you seeing the incorrect tax amount? Is it before you fully process the payment, or after the payment is processed? Or both? I want to see if we can figure out where in the system the issue is.

When you have a moment, please let me know and I can take a look.

[mikesclub]

It's at the point where I have to enter my credit card details. The button says "pay <amount>", but it shows the incorrect amount. 

It's just so inconsistent. I've configured and reconfigured my tax settings, and spent a lot of time on the phone with tech support. As of this moment, the sales tax amount is appearing correctly. But now a new tax problem:

I have the regular tax, called "sales tax" applied to most items. This is simply 10% added to the price.

I also have a different tax, called "tax included", applied to exactly 1 item. When I view the item in my inventory, the tax field only shows "tax included". When I purchase this item in my physical store, the tax is included. So the $25 item costs the customer exactly $25. 

But when I do a test purchase of that item via payment link (not through my online store, just directly through the payment link), and get all the way up to the point of hitting the final pay button, the button say "pay $27.50" which is the price plus tax. This is not right. 

Why is there any difference between selling the item in my physical store and selling it via payment link?

[Sammie_C]

Thank you for those details, @mikesclub.

Another quick question before I escalate this for you. Have you noticed that this is occurring with any particular items, or is just more specific to physical store vs. payment link transactions?

[mikesclub]

It's very specific to physical store vs payment link transactions. Setting like whether sales tax is added on or included, and the amount of the tax, are clearly different in those two environments. In addition, I think I see differences in purchases made via my online store as well. It appears that solutions that fix one part don't seem to change the others. 

I've pretty much abandoned trying to use payment links altogether, due to this. But I'd still think it shouldn't behave this way.

[Sammie_C · Accepted solution]

I understand, @mikesclub. Thank you for those details.

Before I get this escalated, do you by chance have any example transactions that you could send over? Something like a receipt or a screenshot of affected sales?

That way our Account Services team can take a look at a completed transaction. If there is any customer or private information visible, feel free to send that over Direct Message to me and I can take a look.