Mysterious Disappearing VAT ?!

[Eileen]

Hello,
I have been told that a customer had a problem ordering from our web site.
Product 1 = 25kg bag of peanuts
Product 2 = box of 100 fat balls (which has VAT)

Customer said when they got to the checkout, the VAT had disappeared from their order.

I have tried to order and it works for me.
Does anyone know of a way to get VAT to mysteriously disappear, and what could cause it to happen?

I am assuming it must have something to do with the way the person is naviagating the web site.

[leehack]

He/She has probably clicked the "exempt from VAT" checkbox without knowing. Or possibly did this on a previous order and it has kept this base setting as it does with address etc.

[Eileen]

They do not get the option to exempt themselves from VAT

[Jan]

Are they logged in? What kind of tax are you using, simple or advanced based on location?

Regards,

[Eileen]

Hi Jan,
they don't get an option to Log In either!

Some of our products require VAT, in which case it is included in the price.
Other products have no VAT.

Peanuts are free from VAT
Fat balls have VAT.

I have not been able to duplicate the experience of getting the VAT to disappear myself.

[Eileen]

I've searched our logs .... in some cases the person simply visits the site and tries to place an order. Other cases, the person puts items in their cart.... then 1 hour or so later finishes their order. I have no idea what they have done in the meantime.