Taxes & Fees Configuration – Complete Troubleshooting Guide

Overview

Taxes and fees in Hana POS are essential for ensuring:

• Legal and regulatory compliance
• Accurate customer billing
• Correct financial reporting

Any misconfiguration can result in:

• Incorrect totals charged to customers
• Financial discrepancies in reports
• Compliance risks depending on jurisdiction

? These issues must be handled with precision and careful validation, as they directly affect both revenue and legal obligations.

Why This Matters (Support Context)

Unlike general pricing issues, tax-related problems can have legal implications.

? Key Insight:
Most tax and fee issues are caused by:

• Missing or incorrect tax configuration
• Product or category not linked to tax rules
• Location-based tax mismatches
• Fees not properly set up or applied

? These are typically setup/configuration issues, not system errors.

Common Symptoms Reported by Florists

Florists may report:

• “Tax is not being applied”
• “Tax amount looks incorrect”
• “Delivery fee is missing”
• “Total amount is wrong”
• “Tax is applied on some products but not others”

Root Cause Categories

1. Tax Configuration Issues

• Tax rates not set up
• Incorrect tax percentages

2. Applicability Rules Issues

• Tax not linked to product or category
• Incorrect applicability settings

3. Location-Based Mismatch

• Tax rules tied to specific locations
• Delivery or billing address mismatch

4. Product-Level Tax Settings

• Product excluded from tax
• Incorrect tax assignment at product level

5. Fees Configuration Issues

• Delivery or service fees not set up
• Fees not applied under certain conditions

Step-by-Step Troubleshooting Process

⚠️ Always verify configuration before assuming calculation error.

Step 1: Verify Tax Configuration (Critical First Step)

Navigate to:
Settings → Taxes

Check:

• Tax rates are correctly defined
• Correct percentage values are applied
• Tax rules are active

? Why this matters:
If tax is not configured properly, it will not apply anywhere in the system.

Step 2: Check Tax Applicability

Verify:

• Tax is applied to:
  • Specific products
  • Categories
• Confirm:
  • Tax rules are enabled for the relevant items

? Key Insight:
Tax must be explicitly linked to products or categories to apply.

Step 3: Validate Location-Based Rules

Check:

• Delivery location vs configured tax region
• Any location-based tax conditions

? Why this matters:
Taxes may vary based on location, and mismatches can prevent application.

Step 4: Validate Order-Level Application

• Open the order
• Check order summary:
  • Subtotal
  • Tax amount
  • Total

? Important:
This confirms whether the tax is being applied correctly at transaction level.

Step 5: Verify Fees (e.g., Delivery Fees)

If issue is related to fees:

• Check delivery fee configuration
• Verify:
  • Conditions for applying fee
  • Delivery settings

? Common Issue:
Fees may not apply if conditions (e.g., delivery type) are not met.

Step 6: Save and Refresh

• Save any changes made
• Refresh the page
• Reopen or recreate the order if needed

? Why this works:
Ensures updated configurations are applied correctly.

Critical Scenarios & Handling

Tax Not Applied

Possible causes:

• Tax not configured
• Product/category not linked

✅ Action:

• Verify configuration
• Check applicability

Incorrect Tax Amount

Possible causes:

• Incorrect tax percentage
• Wrong rule applied

✅ Action:

• Recheck tax rate
• Validate calculation

Delivery Fee Missing

Possible causes:

• Fee not configured
• Conditions not met

✅ Action:

• Verify delivery fee setup
• Check order type

Total Amount Incorrect

Possible causes:

• Tax or fee not applied
• Misconfiguration

✅ Action:

• Break down subtotal, tax, and fees
• Validate each component

Best Practices for Support Agents

• ✅ Always verify tax configuration first
• ✅ Check product/category applicability
• ✅ Validate location-based rules
• ✅ Break down total calculation clearly
• ❌ Do NOT assume system issue without configuration check
• ❌ Avoid skipping order-level validation

Escalation Guidelines

Escalate ONLY IF:

• Tax calculation is incorrect despite proper setup
• Fees are not applying despite valid configuration
• Multiple florists report similar issues
• System is applying incorrect tax rules

? Include in escalation:

• Florist ID
• Tax configuration details
• Sample order details
• Expected vs actual calculation
• Screenshots (if available)

FAQ Section

Q1: Why is tax not applied?

Most commonly due to:

• Tax not configured
• Product or category not linked to tax

Q2: Why is the tax amount incorrect?

Possible reasons:

• Incorrect tax rate
• Wrong rule applied

Q3: Why is delivery fee missing?

Possible reasons:

• Fee not configured
• Conditions not met

Q4: Does tax apply to all products?

Only if configured to apply at product or category level.

Support Agent Script (Standardized)

Opening

“Let’s review your tax and fee configuration to make sure everything is applied correctly.”

Validation

“I’ll check your tax setup and verify if it’s linked to the product or category.”

Guided Troubleshooting

“Let’s go through the order summary and confirm how the total is calculated.”

Explanation

“I’ll break down the subtotal, tax, and fees so everything is clear.”

Closure (Resolved)

“The tax and fees are now applying correctly.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further review.”