Cartnorm B2B is not on WordPress.org yet. These pages describe version 0.3.0, the version that will be published. Pro features are marked as planned.
VAT is charged although the VAT ID is valid
Open the order: the VAT box shows the reason. The usual ones:
- Same country: the customer is in your own country. Domestic sales always include VAT; this is correct.
- Country mismatch: the VAT ID is from another country than the billing address (or the shipping address, if you chose that under Country that decides about VAT).
- Outside the EU: the VAT ID rules do not apply to customers outside the EU.
- VIES unavailable: the order is marked “pending verification” and is checked again automatically. If VIES confirms the number later, you get an order note so you can correct the invoice.
- Your store address is not in the EU (WooCommerce › Settings › General).
The VIES check never returns a consultation number
Enter your own VAT ID under WooCommerce › Settings › B2B › VAT ID & display › Your VAT ID, with the country prefix. If its format is not valid, the settings screen tells you. Some countries do not return the trader’s name and address; the consultation number is still returned.
A customer does not see the group price
- Check Users › Edit user › B2B (Cartnorm) › Customer group.
- The customer must be logged in. Guests are always Retail.
- A group price is never higher than the current price: during a sale, the sale price may be lower than the group price.
- A quantity price is used only from its quantity on, and only when it is lower than the group price.
- With the free plugin only the first 2 groups are active. Groups beyond that (for example after switching back from Pro) are ignored.
- Clear your page cache once after changing group settings.
A consumer sees net prices, or a wholesale customer sees retail prices
This is almost always a cache outside WordPress. Run WooCommerce › Settings › B2B › Store mode & caching › Run self-test, and see Store modes and caching for rules for Cloudflare, Varnish and nginx. For LiteSpeed, save LiteSpeed Cache › Cache once after installing Cartnorm B2B so the group cookie is written to .htaccess.
The cart says the minimum order is not reached
The minimum is compared with the cart subtotal before coupons, excluding or including VAT the way the group sees prices. The message says how much is missing. See Order rules.
The quantity field jumps to other numbers
The product has a pack size, minimum or maximum for the customer’s group (Inventory tab › Order quantities (B2B), or the variation). The field only offers valid quantities.
“Add to quote” does not appear
Turn on Request a quote for the customer’s group, or for Retail and guests, under Customer groups & rules. Check that the quote page with [cartnorm_b2b_quote] exists and is selected under Quotes › Quote page.
The customer’s accept link does not work
Links expire at the end of the validity day, and sending a quote again makes earlier links invalid. Send the quote again (with a new validity date if needed) and ask the customer to use the latest email.
A wholesale application was not approved automatically
Automatic approval needs a VAT ID that VIES confirms. If the number is not valid or VIES was unavailable, the application waits in Users › Pending wholesale for you.
The legal note is in the wrong language
The note is stored in the language of the order: from WPML or Polylang, otherwise the shop language at checkout. Developers can change it with cartnorm_b2b_order_language.
Still stuck?
Write to [email protected] with your WordPress, WooCommerce and Cartnorm B2B versions, your theme, your cache plugin and what you expected to see. Please do not send passwords or customer data.
Something unclear or missing? Write to [email protected].