VAT is not applied for some users

[1pcs]

We have an issue with one of our shops (Actinic 9) where VAT is not applied to some users, but works fine for others. We have limited data on this issue, other than people administering the shop said that issue started when users changed their credit card details on their accounts, but that might be coincidental. Help on this would be appreciated.

P.S. I'm sorry I just realized that I've posted this in the wrong place, this should have been on Actinic 9 forum.

[TraceyHand]

obvious thing to check would be whether they have the "allow exemption" box checked or not?

Are they all UK orders? if not, which country orders aren't working correctly?

Could be that you have some countries set up incorrectly in the tax tab.

Or providing a URL might help someone find a clue

[1pcs]

obvious thing to check would be whether they have the "allow exemption" box checked or not?

Are they all UK orders? if not, which country orders aren't working correctly?

Could be that you have some countries set up incorrectly in the tax tab.

Or providing a URL might help someone find a clue

"Allow exemption" is only on Business settings -> Tax, and it's not checked, besides like I said the problem is experienced only by 2 users out of about 100. All orders are UK. Unfortunately I can't provide URL, because it's a restricted access shop.

[Mike Hughes]

people administering the shop said that issue started when users changed their credit card details on their accounts

Not sure I really understand what this is saying as V9 doesn't have online accounts that users can change.

So presumably someone in the office changed the account settings. All I can suggest is checking the accounts that have problems to make sure the country location and tax settings are correct.

Mike