Minimum Version Required: 23.01
Steps
A price may change for many reasons, common ones include:
The invoice no longer meets the requirements of a promotion.
A promotion may have changed.
The customer may no longer be qualified for a promotion.
If it is a return, the last full price on the customer history may have been updated.
Someone may have performed a promotion override.
How to Troubleshoot:
1. Navigate to the invoice.
2. Click on the full price.
3. View the promotion calculator to determine what was qualified, what was applied, and if the customer was unqualified, why they are not qualified.
Note: This is the best troubleshooting tool for a customer not receiving a promotion.
How to see if and when something changed:
1. Go to Invoice View.
2. Click Invoice Audit.
3. Select diff on any record.
Note: This will show any and all changes to the invoice whether it is pricing or quantities as well as when it changed.
In this view, by selecting Transaction Audit, see how an individual product changed on an invoice by reviewing the transactions.
How to Correct:
If the customer no longer qualifies for the promotion, qualify them naturally by adding them to the right zones or adding the necessary products.
If unable to change the promotion configuration or the invoice itself, do a promotion override to ensure they are getting specific pricing on a promotion.
Note: If any pricing is updated by 'Recalculate_Invoice_Pricing', 'Set_Delayed_Invoice_Totals', or some other API, alot of times these APIs are just calculating the invoice after a change is made. If pricing is 'changed' by one of these APIs, see what happened to the invoice BEFORE the API shows the pricing has changed to see if this would have impacted pricing.