Published at: 2026-09-17
What to do when a price is not retrieved
Follow these steps to troubleshoot common causes when a business document does not automatically return a Price Book price.
Overview
A missing price is usually caused by a pricing condition that was not met, rather than a random system error. Common causes include an Account not matching a Price Book, a Product not being listed, a date outside the validity period, a quantity outside the range, or a Unit without a corresponding price.
Troubleshooting steps
- Confirm that the current business document has an Account Name.
- Confirm that the current Product has Product Details and Price Book Details maintained.
- Check whether the current date is within the validity period of the Price Book or Details.
- Check whether the purchase quantity meets the range conditions for Tiered Pricing or segmented pricing.
- Check whether the current Unit has independent pricing or can use a conversion.
- If the enterprise also enabled Available Sales Scope, confirm that the Product remains in the allowed scope.
- If there is still no result, ask the administrator to review the backend Price Book configuration.
Common causes
Account condition not met
If the current Account is outside the applicable scope, the system does not match the Price Book.
Product not configured or listed
If the Price Book has no Details for the Product or the Product is outside the available selection scope, the system usually cannot return a price.
Date outside the validity period
If validity-period pricing is enabled and the current date is outside the effective intersection, the system may not retrieve a price.
Quantity or Unit mismatch
When quantity-range or multi-Unit pricing is enabled, price retrieval depends on those conditions. Tiered Pricing uses the configured quantity range.
Expected results
After troubleshooting, you should identify the main reason that the price was not retrieved. If all front-end conditions are correct but the issue remains, an administrator usually needs to inspect the backend rules.