Published at: 2026-09-17
Troubleshoot incorrect prices
Use these steps when the system has returned a price but the result differs from your expectation.
Overview
An unexpected price usually means that the system matched a Pricing Rule, but not the rule you expected. Common causes include another Price Book matching, a different quantity range, a Unit change, or a validity-period rule.
Troubleshooting steps
- Check the Price Book Name displayed on the current document.
- Check whether the matched Price Book Details are expected.
- Check whether the current Account matches multiple Price Books.
- Check whether the current quantity falls within the correct range.
- Check whether the current Unit is expected.
- Check whether the current date falls within the correct validity period.
- If manual switching is allowed, confirm whether another Price Book was selected.
- If the difference remains, ask the administrator to check backend Priority and rule configuration.
Common sources of differences
Another Price Book matched
When an Account meets multiple Price Books, the system uses Priority or Last Modified On to determine the final result.
Quantity range changed
After the purchase quantity changes, Tiered Pricing or segmented pricing may produce a very different result.
Unit changed
The same Product may have different prices by bottle and case. A Unit change can therefore change the Unit Price normally.
Validity period changed
An Order created during and outside a promotion may match different Details.
Expected results
After troubleshooting, you should identify which rule category caused the price difference. If the business needs an exception, ask the administrator whether the Price Book configuration can be adjusted.