There may be instances where one of your configured Rules in CereTax (product mapping, customer exemption, bundle/allocation, tax override, etc.) is not applying as expected for a transaction.
General Rule Set-up
Here are the general preliminary troubleshooting items we recommend checking as a starting point:
Locate the rule under Rules > Manage Rules
Use the pencil icon to view the details of the rule
Status
Is the rule in an Active status?
Start and End Effective Dates
Was the transaction processed within the Start and End Effective Dates?
Alternatively, is the invoice date within the Start and End Effective Dates?
There could be instances where you're processing a transaction today, but the invoice date is not within the Start and End Effective Dates. If the invoice date is not within the effective dates, the rule will not apply.
Make any adjustments as necessary, save your changes, and re-process your transaction.
Criteria Elements of the Rule
If the above general items are correct, the next step is to review the Criteria elements in your rule. The Criteria elements are essentially the items you want CereTax to look for, therefore they must be set up exactly as it’s set up in your system.
We recommend first locating the transaction you expected the rule to apply, but did not, in CereTax to assist in troubleshooting the items outlined in this section. Typically, customers will first determine what is being sent to CereTax from their system, then adjust the rule in CereTax to match. If needed, refer to the Utilizing the Transactions Screen article for navigation guidance.
Here are the common scenarios that result in rules not applying related to the Criteria elements:
Does the Criteria element match exactly what you set up in CereTax vs. what you're sending from your system?
This is applicable for any criteria element in which you’re manually entering the values into CereTax (vs. selecting a value from a dropdown menu) such as itemNumber, customerAccount, etc.
For example: the itemNumber for this psCode inputted into CereTax is "Clothing Dress 123"
In this corresponding test transaction:
Line 1 successfully applied psCode 13010100 to itemNumber “Clothing Dress 123” (highlighted in green)
Line 2, however, although the name is similar, this itemNumber did not contain spaces, resulting in the rule not applying, and the psCode not assigning as expected
Does the value entered in CereTax contain any blank spaces either before or after the value?
To check for blank spaces, edit the criteria element and click into the box
In this example, there is a blank space after "Clothing Dress 123" as indicated by where the cursor is located, as compared to a value with no blank space
Make any adjustments as necessary, save your changes, and re-process your transaction.
If the rule was created by duplicating an existing rule
In addition to the troubleshooting steps above, check that you’re utilizing the correct operators such “equal,” “within,” “not within,” according to the new needs of your rule.
If the rule was newly created
In conjunction with the above, if your rule is still not working as expected, we recommend checking that the Rule Type was set up correctly. While the rule you’ve created may be correct, the Rule Level may be incorrect, resulting in your rule not applying.
Here are the most common types of rules and Rule Levels they should be set up with:
If you're still encountering issues with your rules not applying, please contact our support to assist: support@ceretax.com
