Webshop prices, products and navigation

This page helps you when prices in the webshop or on sales orders are not what you expect, when products do not show or are sold when they should not be, and when product categories, filters or sorting do not work as intended. For each case you see what could cause it, what you can check and when to contact Exigo.

Card payments and delivery methods in the webshop have their own pages. Links to them are at the bottom of this page.

A customer sees the wrong price or a price of 0

A logged-in customer sees the general price instead of the price they should get, visitors see a different price than intended, or a product shows 0 in the webshop.

What could cause this

• The customer's pricelist does not apply on the website. A pricelist applies on a website only if its Website field points to that website, or if the field is empty and Selectable is ticked. Otherwise the customer gets another pricelist that applies on the website.
• Visitors who are not logged in get the pricelist set on the Public user contact, if it applies on the website. Otherwise they get the top pricelist in the list of pricelists that apply on the website, unless a pricelist is linked to their country in the Country Groups field.
• Selectable is ticked on more than one pricelist. The webshop then shows a pricelist selector, and anyone can choose a pricelist with a different price than intended for them.
• A website was added. A pricelist belongs to only one website, and a new pricelist is linked to the company's first website automatically. The existing pricelists therefore do not apply on the new website.
• The product's sales price is 0, or a price rule gives 0. The webshop then shows 0 and the product can be ordered at that price, unless Prevent Sale of Zero Priced Product is turned on.

What you can check

1. Open the customer in Website ‣ eCommerce ‣ Orders ‣ Customers and look at the Pricelist field on the Sales & Purchase tab.
2. Open that pricelist in Website ‣ eCommerce ‣ Products ‣ Pricelists and go to the Ecommerce tab. The Website field should point to your website. A pricelist without a website applies only if Selectable is ticked, and then everyone can choose it. If a pricelist should apply on more than one website, duplicate it and choose the other website in the Website field on the copy.
3. Tick Selectable only on pricelists that everyone may choose for themselves.
4. To see the visitors' pricelist, open Website ‣ eCommerce ‣ Orders ‣ Customers, add the Archived filter and open the Public user contact. The pricelist on the Sales & Purchase tab is the one visitors get, if it applies on the website.
5. In the list of pricelists, the order decides which pricelist is at the top. Drag the pricelist that visitors should get to the top of the list. The order also decides which pricelist customers without their own pricelist get, including on new quotations in Sales, so check the effect before you change it.
6. To see which price the customer's pricelist gives, create a quotation for the customer in Sales and add the product. If the price is wrong there too, read the section The price on a quotation or sales order is wrong or 0 below.
7. If a product shows 0, enter a Sales Price on it. To prevent sales at 0, turn on Prevent Sale of Zero Priced Product in Website ‣ Configuration ‣ Settings, in the eCommerce section. The webshop then shows the Contact Us button instead of the price and Add to Cart on products that cost 0.
8. Open the webshop in a new private window and check the price again.

[Screenshot: the Ecommerce tab of a pricelist with the Website and Selectable fields]

When to contact Exigo

Contact Exigo if the pricelist and the website are set up correctly but the customer still sees the wrong price, or if you want to show prices only to logged-in customers. Include:

• the product name or reference and the address of the product page,
• the price shown and the price that should be shown,
• whether the customer was logged in and, if so, their name,
• a screenshot of the product page.

The price on a quotation or sales order is wrong or 0

When you add a product to a quotation or sales order, the line gets the wrong unit price, a price of 0 or a discount you did not expect. The webshop calculates prices with the same pricelists, so an error here also shows there.

What could cause this

• A price rule is of the type Fixed Price but no price was entered. A new price rule is Fixed Price by default, so a rule saved without a price gives 0.
• Another rule takes precedence. Odoo uses only one rule from the pricelist for each product: first a rule for the variant or the product itself, then for its product category, and last for all products. Rules in the same pricelist do not add up.
• The rule does not apply to this quantity or this date: the quantity is below the rule's minimum quantity, or the order date is outside the rule's validity period.
• The rule is based on another pricelist, and the price then also depends on that pricelist's rules.
• A negative number in a discount raises the price: a discount of -10 is a 10% markup.
• The pricelist on the order was changed. The new pricelist applies only to lines added after the change.

What you can check

1. Check the Pricelist field on the quotation. It is taken from the customer when the quotation is created.
2. If you changed the pricelist, click Update Prices next to the field to recalculate all lines. The button does not show on confirmed orders.
3. Open the pricelist in Sales ‣ Products ‣ Pricelists. On the Sales Prices tab, find the rules for the product, its product category and all products, and check the Min. Quantity, Start Date and End Date columns.
4. Open the rule that applies. If Price Type is Fixed Price, check that a price is entered. If it is Discount or Formula, check the percentage and which price it is based on.
5. Open the product and check its Sales Price, because rules based on the sales price calculate from it.

[Screenshot: a price rule with Price Type, discount and Validity Period]

When to contact Exigo

Contact Exigo if the price is wrong although the rules look right, or if many pricelist lines need to change at once, for example after a new price list from a supplier. Include:

• the number of the quotation or order,
• the names of the product and the pricelist,
• the price you got and the price you expected,
• the file with the new prices, if many lines need to change.

A product does not show in the webshop or cannot be bought

A product that should be for sale cannot be found in the webshop, or the product page shows only the product name and no button to add it to the cart.

What could cause this

• The product is not published.
• Sales is not ticked at the top of the product form. Only products that can be sold show in the webshop.
• The product is archived, or all its variants are archived.
• The product is restricted to another website in the Website field, if you have more than one website.
• The product costs 0 and Prevent Sale of Zero Priced Product is turned on. The product page then shows Contact Us instead of Add to Cart.
• The webshop is open only to logged-in users. Visitors then get a login page when they open the webshop.

What you can check

1. Search for the product in the webshop in a new private window. Staff also see unpublished products, so seeing a product in a normal window does not mean customers see it.
2. Open Website ‣ eCommerce ‣ Products ‣ Products. The list shows only published products by default: remove the Published filter from the search to see all of them, and add the Archived filter if the product still does not show.
3. Open the product and check that Sales is ticked at the top of the form.
4. On the Sales tab, in the Ecommerce Shop section, turn on Is Published, choose product categories in Categories, and leave Website empty or set to the right website.
5. If the product page shows only the name, click the Variants smart button and check that at least one variant is active.
6. If visitors get a login page, check Ecommerce Access in Website ‣ Configuration ‣ Settings, in the eCommerce section. With All users the webshop is open to everyone.

[Screenshot: the Sales tab of a product with the Ecommerce Shop section]

When to contact Exigo

Contact Exigo if the product is set up correctly but still does not show in a private window, or if you want products to be published or hidden automatically by a rule, for example by stock level, weight or whether a supplier carries them. Include:

• the product name or reference,
• the address of the product page or the webshop page where it should show,
• a screenshot of what shows in a private window.

Product categories or filters do not show correctly

A product category is missing from the webshop, an empty category shows, a category shows on the wrong website, a product lands in the wrong category, or a filter, for example for colour or brand, does not show.

What could cause this

• Empty categories are hidden from visitors and customers, but logged-in staff see them. A category counts as empty if neither it nor its subcategories have a published product.
• The product is not linked to the category, or is linked to the wrong category, in the product's Categories field, for example after a product import.
• The category is restricted to another website in the category's Website field. If the field is empty, the category shows on all websites.
• The category list is hidden on the shop page.
• A filter shows only for attributes that have eCommerce Filter set to Visible and are on at least one product in the list that is open. The filters can also be hidden on the shop page.

What you can check

1. Open the webshop in a new private window and check whether the category or the filter shows there.
2. Open the category in Website ‣ eCommerce ‣ Products ‣ eCommerce Categories and check the Website field, if you have more than one website.
3. Open the products that should be in the category and check that they are published and that the category is in the Categories field on the Sales tab.
4. For filters: open the attribute in Website ‣ eCommerce ‣ Products ‣ Attributes and set eCommerce Filter to Visible.
5. Open the shop page, click Edit, click the product list and go to the Style tab. In the Categories row you choose whether the categories show in the Sidebar or at the Top, and in the Filters row whether and where the filters show. Then click Save.

[Screenshot: the Style tab on the shop page with the Categories, Filters and Default Sort rows]

When to contact Exigo

Contact Exigo if categories show twice or more, or if a category with published products does not show in a private window. Include:

• the name of the category,
• the address of the page where this shows,
• a screenshot and whether it was taken in a private window.

Sorting by price gives the wrong order

When customers sort by price in the webshop, products come in the wrong order, for example products at 0 or cheap products among more expensive ones.

What could cause this

• Sorting by price, Price - Low to High and Price - High to Low, follows the Sales Price on the product itself, not the price a pricelist calculates and the customer sees. If the webshop prices come from a pricelist that is not based on the sales price, for example a fixed price or a formula based on cost, but the product's sales price is 0 or out of date, the order is wrong.
• The Featured order follows a manual order of products, not sales or popularity.

What you can check

1. Open a few products that sort wrongly and compare their Sales Price with the price in the webshop.
2. Change the sales price only if the webshop price is not calculated from it, for example if the price rule has a fixed price or is based on cost. If the price rule is based on the sales price, changing the sales price changes what customers pay. In that case contact Exigo.
3. To choose the default order, open the shop page, click Edit, click the product list and choose an order in Default Sort on the Style tab.
4. To change the Featured order, click a product in edit mode and use the arrows in the Re-order row. The row shows only when the default order is Featured. You can also drag products in the list view in Website ‣ eCommerce ‣ Products ‣ Products.

When to contact Exigo

Contact Exigo if the webshop prices come from a pricelist and the product's sales price should follow them automatically. Include:

• the address of the shop page with the sorting,
• the names of two or three products that sort wrongly,
• the name of the pricelist the prices come from.

A sold-out product still shows or is still sold

A product that is sold out still shows in the webshop, customers can order it although it is not in stock, or you want to mark products by stock level.

What could cause this

• Odoo does not hide sold-out products in the webshop. They keep showing until they are unpublished.
• Sell when Out-of-Stock is ticked on the product. It can then be ordered although none is in stock.
• Track Inventory is not ticked on the product. The settings for sold-out products show only on products where it is ticked.

What you can check

1. Open the product and check that Track Inventory is ticked on the General Information tab.
2. On the Sales tab, in the Ecommerce Shop section, untick Sell when Out-of-Stock to stop orders when the product is sold out. In Out-of-Stock Message you can write a text customers see, for example when the product is back.
3. You set the default for new products in Website ‣ Configuration ‣ Settings, in the eCommerce section, at Out-of-Stock: Continue Selling. That setting does not change existing products.
4. To mark sold-out products automatically, create a ribbon in Website ‣ eCommerce ‣ Products ‣ Product Ribbons and choose when out of stock in Assign.
5. To take a product out of the webshop entirely, turn off Is Published. To take one variant out of sale, archive it.

When to contact Exigo

Contact Exigo if you want sold-out products to disappear from the webshop automatically, or a ribbon to show on products that are in stock. This needs a specific setup. Include:

• which products or product categories this applies to,
• what should happen when a product runs out and when it is back in stock.

A discount shows on the product page but not in the cart, or the other way round

On the product page the original price shows struck through, but in the cart, on the quotation or on the invoice only the lower price shows. Or the other way round: a discount does not show until the product is in the cart.

What could cause this

• The product page and the cart show discounts by different rules. On shop and product pages the original price is struck through both for price rules of the type Discount and for a Formula with a discount. In the cart, on quotations and on invoices the discount shows only if the rule is of the type Discount and Discounts is turned on in the Sales settings. Otherwise only the lower price shows. The customer pays the same price in both cases.
• A comparison price, Compare to Price on the product, shows only on shop and product pages, not in the cart.
• Discounts from discount and loyalty programs, for example promotions and discount codes, are calculated in the cart. They do not show on the product page.
• A quantity discount applies only when the quantity reaches the rule's minimum quantity.

What you can check

1. Open the price rule, as described in the section The price on a quotation or sales order is wrong or 0 above, and check Price Type. For the discount to show in the cart, on quotations and on invoices as well, use Discount instead of Formula.
2. Turn on Discounts in Sales ‣ Configuration ‣ Settings and save.
3. If a discount should show on the product page before the product goes in the cart, put it in a pricelist as a price rule of the type Discount, not in a discount program.
4. To highlight discounted products, you can create a ribbon in Website ‣ eCommerce ‣ Products ‣ Product Ribbons with Assign set to On Sale. It shows automatically on products that show a discount.
5. Test in a new private window, with the same quantity as the customer.

When to contact Exigo

Contact Exigo if the price the customer pays in the cart differs from the product page, not only the way it is shown. Include:

• the address of the product page and the quantity,
• screenshots of the product page and the cart,
• whether the customer was logged in and which discount code they used, if any.

Prices show without VAT in the webshop

Prices in the webshop are without VAT although they should include it, or some prices include VAT and others do not.

What could cause this

• The Display Product Prices setting is on Tax Excluded. It is set separately for each website, and a new website starts on Tax Excluded.
• The product has no sales tax, or the wrong tax, in the Sales Taxes field. The webshop calculates VAT from the product's taxes.

What you can check

1. Open Website ‣ Configuration ‣ Settings. If you have more than one website, first choose the right website at the top of the page.
2. In the eCommerce section, choose Tax Included at Display Product Prices and save.
3. Open products that show the wrong price and check Sales Taxes on the General Information tab.
4. Open the webshop in a new private window and check the prices again.

When to contact Exigo

Contact Exigo if the prices are still wrong after this, or if you sell both to businesses at prices without VAT and to individuals at prices with VAT. Include:

• the address of the product page,
• the price shown and the price that should be shown,
• whether the customer was logged in.