Process Wholesale Help Center

Checkout problems for wholesale customers

When a Process Wholesale checkout rule does not behave as expected, the most common cause is the customer: every checkout feature applies only to a customer who is logged in and has the customer tag B2B. Guests, retail customers and pending customers tagged B2B_Registeration always get the retail checkout. The second most common cause is the plan: minimums, hidden payment methods, wholesale shipping and net terms need Enterprise or Professional. This page lists each symptom with how to confirm the cause and how to fix it.

Quick checks, in order of likelihood:

  1. The customer is logged in, not checking out as a guest.
  2. The customer has the tag B2B in Shopify admin (not only B2B_Registeration).
  3. The store is on Enterprise or Professional (Process Wholesale > Plan).
  4. The setting is turned on and was saved ("Settings updated" appeared).
  5. You are testing in checkout, not on the cart page.

Minimum order not enforced#

How to confirm. Log in as a customer tagged B2B, add less than the minimum and go to checkout. Minimum messages never appear on the cart page.

Causes and fixes.

  • The customer is not wholesale. Open the customer in Shopify admin and confirm the tag B2B. Approve pending customers under Customers in Process Wholesale.
  • No Apply to option saved (minimum order quantity). On a store that has never chosen a value, Apply to can show Cart while nothing is saved, and the rule is not enforced. Under Settings > Checkout rules, select a different Apply to option, then the one you want, and select Save. See minimum order quantity.
  • The amount is empty or 0 (minimum order amount). Enter an amount greater than 0 and select Save. See minimum order amount.
  • The selected product is not in the cart. With Specific products, products that are not in the cart are not checked. This is expected.
  • The plan. Minimums are enforced only on Enterprise or Professional.

Minimum enforced for the wrong customers#

How to confirm. Open the blocked customer in Shopify admin and look at their tags.

Fix. Minimums apply to every customer with the tag B2B, in any capitalization (b2b, B2b). Remove the tag from customers who are not wholesale. There is one minimum for all wholesale customers; Process Wholesale cannot exempt a single wholesale customer. If the quantity rule blocks more than expected, check the Apply to mode: All products applies the minimum to every product in the cart, while Cart counts the whole cart.

Wholesale customers see no shipping options or are missing a rate#

How to confirm. Log in as a customer tagged B2B and enter an address in checkout. Compare the options shown with your selections on the Process Wholesale Shipping page.

Causes and fixes.

  • No selected option for that address. Wholesale customers see only the options you selected. Select at least one rate in every zone or market they ship to, then select Save.
  • Pickup or local delivery not selected. Pickup locations are selected per location in Local Pickup, and local delivery with the Local delivery checkbox. Unselected ones are hidden from wholesale customers.
  • The rate was renamed. Selections are stored by name. Select the renamed rate again and save.
  • Exact names in select mode. A rate matches only with the exact selected name. For carrier rates that are not listed, switch to Manual entry (recommended for stores with many rates) and enter part of the rate's checkout name.
  • Empty manual list. With Manual entry and no names, every option is hidden from wholesale customers. Add names or switch back to Select from existing shipping methods.

See wholesale shipping.

Retail customers see no shipping options or are missing a rate#

How to confirm. Check out as a guest and compare the options with the Shipping page.

Causes and fixes.

  • Every option for that address is selected as wholesale. Retail customers see only unselected options. Leave at least one option unselected in each zone or market.
  • Local delivery is checked. Local delivery makes all local delivery options wholesale-only. Clear it if retail customers should keep local delivery.
  • A manual name matches too much. In manual entry, a name such as Ground matches every option containing "ground", which is then hidden from retail customers. Use a longer, more specific name.

A shipping rate disappeared for everyone#

How to confirm. Check out once as a wholesale customer and once as a guest, with the same address. Process Wholesale's shipping filter shows every option to exactly one of the two groups, so a rate missing for both is not hidden by the filter.

Causes and fixes.

  • Shopify does not return the rate for that address. Process Wholesale only shows or hides rates that Shopify returns. Check the rate's zone or market, conditions and status in Shopify shipping settings.
  • The rate was renamed. A renamed wholesale rate no longer matches your selection, so it moves to retail customers and disappears for wholesale customers. Select the new name on the Shipping page and save.
  • To rule out the filter, clear Enable shipping methods, select Save and check out again. If the rate is still missing, the cause is in Shopify's shipping settings.

Payment method still visible or wrongly hidden#

How to confirm. Log in as a customer tagged B2B and open checkout. Compare each payment method name with your list under Settings > Checkout rules > Hide payment methods.

Fixes.

  • Still visible: the name must match exactly, including capitalization, spaces and punctuation. Copy the name from checkout, add it again with Enter, and select Save. Confirm Hide specific payment methods from B2B customers is checked.
  • Still visible for retail customers: this is expected. The setting hides methods only from wholesale customers.
  • Wrongly hidden: remove the name with the x on its tag and select Save.

See hide payment methods.

Net terms not offered#

How to confirm. Log in as a customer tagged B2B, open the Quick Buy form, select View Order and look for the Payment terms row on the Order details page.

Causes and fixes.

  • Looking in the wrong place. Process Wholesale offers payment terms only on the Quick Buy order details page, not on product pages or in the cart.
  • Net terms are off. Check Enable net payment terms in the Quick buy table. under Settings > Net terms and select Save.
  • The customer lacks B2Bnetterms. With Allow net terms for specific customers only on, only customers with this tag see terms. Add it with Select Customers or in Shopify admin.
  • The tag was removed by the picker. Saving Select Customers removes B2Bnetterms from every wholesale customer not selected. Before saving the picker, open every page with Next so customers who already have the tag stay selected.

See net payment terms.

Customer cannot check out with Force Payment Terms on#

How to confirm. On the Quick Buy order details page, the customer sees "Please select a payment term to proceed with your order." and no checkout button.

Causes and fixes.

  • The customer sees no term buttons. With both Force Payment Terms and Allow net terms for specific customers only on, customers without B2Bnetterms get no terms and no checkout button. Turn off one of the two settings, or add B2Bnetterms to the customer.
  • The customer wants to pay now. With Force Payment Terms on, every Quick Buy order needs a term. Turn the setting off to let customers send Quick Buy orders to the cart and pay at checkout.

Tax still charged or not charged#

How to confirm. Open the customer in Shopify admin and check whether they are tax exempt.

Causes and fixes.

  • Charged to a wholesale customer: the customer was tagged B2B outside Process Wholesale (in Shopify admin or by import), so approval never set the exemption. Under Settings > Customer settings, clear B2B customer tax exemption, select Save, then check it again and select Save. This reapplies the exemption to your wholesale customers. Saving can take a while for many customers; when the update takes more than 10 seconds, the page shows the estimated time. To fix one customer, update them on the Customers page, for example with Manage discount tags: every action there sets the customer's tax-exempt status to match the setting.
  • Not charged to a customer who should pay tax: with the setting on, customers you accept, reject, return to pending, remove or whose discount tags you manage on Process Wholesale's Customers page are set to tax exempt, including customers you reject. Clear the tax exemption on that customer in Shopify admin.

See tax-exempt wholesale customers.

Message appears in the wrong language#

How to confirm. Note the language the customer's checkout is in.

Causes and fixes.

  • The checkout language has no translation. Minimum order messages are translated into German, Spanish, French, Italian, Norwegian, Portuguese (Brazil and Portugal) and Swedish. Every other language gets English.
  • Portuguese without a region. A Portuguese checkout without a region gets the Brazilian Portuguese text.
  • Discount labels stay in your language. Labels such as PW: wholesale15 contain your discount tag names and are not translated. Name discount tags in the words you want customers to see.

The wording of the messages is fixed. All texts are listed in the checkout messages reference.

Plans: All plans · Last verified · View this page as Markdown