Different prices and currency on checkout and 'Order Placed'
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The support doesn work on Saturdays and Sundays, so some Friday requests can be answered on Monday.
Hello,
I am currently running your free version alongside Divi theme 5.0 and WooCommerce code for the checkout.
The base currency for WooCommerce is GBP (£) and the secondary currency added in the settings of FOX is USD ($). I have enabled MAXMIND for Geolocation.
We only sell 2 products so the main product which is £111 normally or $149. Say for example you visit from the US, then the price is shown in USD correctly.
Then clicking 'Buy now' it directs you to the checkout page. Here, the product is listed the as the same price and currency, $149, in the subtotal at the top of the page. However, at the bottom of the page the checkout total section before you click to pay, the price is listed in GBP so £111. So the product is listed as two currencies and two prices right in the checkout.
Now say you still proceed and click 'Pay', then you see the thank you page, which provides bank details for payment. It lists the product as $111. So the right currency again but the wrong price. Here is the product page:
Product page: https://111acne.com/products/
Do you know what is causing this? I really appreciate the help!
Hello
Thank you for the detailed description, it is clear and it helps.
First, an important warning. Your base currency is GBP, so the order is created and stored as 111 GBP. That is the same amount of money as 149 USD, so the order itself is not wrong. But the thank you page shows it as 111 with a dollar sign, and since you give bank details there for a manual transfer, a US customer will most likely send 111 USD instead of 111 GBP. Until this is sorted out, please state the amount and the currency explicitly on that page or in the order email, otherwise you will be underpaid on every order from the US.
Second, I opened https://111acne.com/products/ and I could not find our plugin running on the page. So at the moment I can only make assumptions, not a diagnosis. Please confirm that the plugin is active on that exact domain, and that the pages you describe are publicly reachable. If the shop is behind a coming soon mode, a cache layer or a different staging domain, tell me where to look.
To move forward I need the following.
- The exact version of the plugin you are running.
- How the checkout page is built: with the classic WooCommerce shortcode woocommerce_checkout, or with the WooCommerce Checkout block, or with the Divi 5 checkout module. This matters a lot, please check and tell me exactly.
- A screenshot of the plugin settings, in particular Currency storage, the checkbox"I am using cache plugin on my site", and the multiple currencies option.
- Whether the 149 USD is a fixed price you entered for USD, or a value calculated from the exchange rate.
Meanwhile there are two things you can try yourself, both take a minute and neither requires code.
- In the plugin options set Currency storage to FOX Session and turn off"I am using cache plugin on my site". Then open the checkout again in a private browser window.
- If nothing changes, temporarily build the checkout page with the classic shortcode woocommerce_checkout instead of the block or the Divi module, and compare. Block based checkout works through a separate WooCommerce request layer, and the currency does not always reach it in the free version.
A conflict with another plugin or with the theme is also possible, so if the two steps above change nothing, please also try switching to a default theme such as Storefront on a test copy of the site.
Once you send the version and the checkout type, I will tell you exactly what is happening.
Best regards
Alex
Hello Alex,
There was a conflict with the LMS plugin we were using as they too offer a currency conversion as part of their service. As we no longer need FOX for this we will discontinue using your plugin.
Thank you for the prompt response!