Taxcloud stopped working

The patch appears to work without errors. Thank you. I also tried the debug mode in the new file and just received the message "ok" - I assume that means the plugin is connecting successfully to taxcloud?

I logged in to taxcloud a few minutes after making a few test orders. I did not see them under transactions (either as captured or lookups). Do you know if it takes some time for them to show up? (I'm using prev.taxcloud.com - the newest version date range selection doesn't seem to work)

The authorizations came through a few mins after my last post. Looks like things are working. I'll follow up with any other issues. Thank you again.

Do you know if this change would affect how tax is being calculated in checkout with taxcloud?

Before this change products with TIC code 10005 did not calculate tax in the checkout (correct behavior). Now tax is being calculated and added in.

Please advise.

There was no tax being calculated on the items we had marked with the TIC mentioned previously (VISA Gift Cards). It is only recently that they are now calculating tax. No changes have been made to the TIC code or tax settings. The only recent change that I am aware of is the plugin patch.

The TIC we are using is for Gift Cards
prev.taxcloud.com/tic/

For reference, Gift Cards (TIC 10005) are stored value instruments, not taxable in any state. Something must be interfering with the TIC being passed in correctly.

I have sent the access info via your contact form. Please let me know if anything else is needed.

Not sure if it is related, but today I am getting reports of tax being calculated on the shipping cost. This wasn't happening before.

It looks like the tax is no longer calculating in checkout. However, recent orders still went through to taxcloud as TIC 000000 (default in the taxcloud plugin) and ended up having tax calculated on that end.

Please see attached image.

This is a big issue that is causing hours of administrative correction. The cost to keep up with this is growing. You help in resolving this quickly is appreciated.

Also, taxcloud if you are monitoring this I have a ticket open on your zendesk system. We need help removing this tax from the transactions on your end.

Thank you,
Dustin

Got it - will take a look over the weekend.
Thanks for the heads-up.

Thank you for checking. As mentioned in my last post, the tax no longer is appearing in the checkout. That somehow resolved itself. The issue we are experiencing now is all transactions are going through to taxcloud as TIC 000000. This includes products marked with TIC 10005 (which is a gift card that should not have tax calculated). So, if a transaction goes through for a $100 gift card you don't see the tax in hikashop, but rather it is added as a tax liability on the taxcloud side.

Looks like you still have an active taxcloud login for our account.

Recent orders where this has occurred:

2716
2739
2741
2740
2744

These orders have been adjusted to use TIC for gift cards (TIC 10005) and actual cost shipping (TIC 11010), causing the tax amount to be zero.

Thank you, Nicolas, for the patch and thank you, Taxcloud, for the order updates.

There are a couple more VISA card transactions that need to have the tax removed:
2749 for $10,760 ($591.80 in tax needs to be removed)
2747 for $110 ($6.05 in tax needs to be removed)

Additional questions/issues:

1) When does the status in Taxcloud for an order update from authorized to captured? It seems to be when an order is updated to 'payment confirmed' or 'shipped' in Hikashop. Is this correct?

2) There still seems to be a shipping tax charge coming through on some orders. A recent one is Order# 2769. On this one there were 2 lines for shipping. Both were marked 10010, but one ended up having $.56 in tax being collected (see attached). Any ides why this occurred? This amount will need to be removed.

3) For the transactions that were missed, we manually entered them in (from May - July orders 2600 -2708). How is this going to affect our reports and liability in Taxcloud? Will it all roll into August or do we need to regenerate the previous months?

4) We still need to update/add orders 2599 - 2522 to be captured (that are all 'payment confirmed' or 'shipped' in Hikashop - but not 'captured' in Taxcloud). The reason we have been entering them manually is that the order numbers in Taxcloud for authorizations do not seem to match the order numbers in Hikashop until after the order captures. Also, the totals are incorrect (see below) so finding them is difficult. Is there a way of finding the matching authorized transaction and capturing these so we don't have to manually enter the rest?

4) $1 authorizations. In Taxcloud there are charges for $1 that appear in authorizations (tic_rate_0 00000 $ 1.00) that seem to drop off once captured. Is this correct?

Thank you,
Dustin