Payment field: State specific tax is calculated by adding the base tax

  • Profile Image
    Megan_laughinghouse
    Asked on September 25, 2019 at 02:11 PM

    Good Afternoon,

    I noticed the tax being charged is higher than the % listed on the form. For NC tax, payers should be charged 7.5% max, one order however was charged over 10% and they also incurred a $7 handling fee. The shipping is set up as a flat rate $7.99; there should be no additional handling fee. I wasn't sure how to fix this because I cannot find it on the form. Can you please help me?

  • Profile Image
    IvayloK
    Answered on September 25, 2019 at 02:52 PM

    In order to find these settings, you should click on your payment integration and click on Payment Settings. Then you can go to the Shipping and Tax tabs. Here is a guide:

    1569437214850.gif

    If you need further assistance, can you please provide the names of the problematic submissions, so we can check them?

    Let us know if you need any further assistance.

  • Profile Image
    Megan_laughinghouse
    Answered on September 27, 2019 at 07:37 AM
    Good Morning,
    Here are two more pending payments that were charged a higher tax than what
    was entered. I'm not sure how this is happening. The video shows exactly
    what we did to enter and collect the correct amount. Can you please help? I
    don't know what is happening but we cannot overcharge taxes! I'm pretty
    sure that's illegal and I'm not trying to break the law for our Client's to
    have new clothing.
    Please help!
    Megan Laughinghouse
    Executive Administrator
    paws4people.org
    ...
  • Profile Image
    Kiran
    Answered on September 27, 2019 at 09:47 AM

    I have checked the form and see that the calculation seems to be working fine after entering the State in the address field. However, the incomplete submissions are displaying incorrect Tax amount. Did you make any changes to the payment field recently or after receiving the incomplete submission to the form?

    Please check if any of the completed payments have been calculated incorrect and you may try testing the form again. Please get back to us if you need any further assistance. We will be happy to help. 

  • Profile Image
    megan laughinghouse
    Answered on September 27, 2019 at 02:27 PM

    Hi,

    4 sales to have been processed - sales tax doesn't calculate to 7.5% when charging sales tax only on the subtotal (not set to charge on shipping).  Please help.  Thank you.


    Subtotal Shipping Sales Tax Total
    $72.00 $7.99 $9.22 $89.21
    $75.00 $7.99 $9.60 $92.59
    $113.75 $7.99 $22.40 $144.14
    $17.00 $0.00 $2.18 $19.18
  • Profile Image
    Kiran
    Answered on September 27, 2019 at 03:19 PM

    I am now able to replicate the issue on your form and cloned form. Please allow me sometime to check on this issue and get back to you with relevant information.

    Thank you for your patience. 

  • Profile Image
    Kiran
    Answered on September 28, 2019 at 10:30 AM

    Thank you for your patience. As we test the form and a separate form with the Tax amount, we notice that the base tax is being added to the State Tax. Let me forward the thread to our backend team to check this up. If there is any news in this regard, we'll let you know here.

    Thank you!

  • Profile Image
    Megan Laughinghouse 
    Answered on September 29, 2019 at 10:02 AM

    If base tax is added to the state tax, please check North Carolina sales and Virginia sales - and going back to the first sale in each state.    

    If sales tax was overcharged, a refund to be issued by Jotform for each sale?

    Thank you.

  • Profile Image
    Kiran
    Answered on September 29, 2019 at 11:20 AM

    I have checked the first submission received to the form and it looks like the tax is charged at 19.7. As I check the form revision history, it looks like there were some changes made to the payment field.

    156977015629092019_204423.png

    When tried to add the same products to the cart from the revision history preview, I see that the same tax has been applied. It looks like the submission has received while the payment field has a different amount of tax amount set. 

    156977027229092019_204438.png

    If sales tax was overcharged, a refund to be issued by Jotform for each sale?

    Since the payments are being processed by the payment gateway itself, you may refund the amount from your payment gateway dashboard to the user.

    Thanks!

  • Profile Image
    Megan Laughinghouse 
    Answered on September 29, 2019 at 04:20 PM

    what needs to be done on our end to correct and ensure that customers are charged the 7.5% for NC sales and 5.3 VA sales?

    thank you




  • Profile Image
    KrisLei
    Answered on September 29, 2019 at 04:53 PM

    Hi,

    Our developers are currently working on this case and doing further investigation to rectify this issue. For now, you could closely monitor the charges for NC and VA through the submission page. 

    You will be informed via this thread for any updates regarding this matter.


  • Profile Image
    Megan Laughinghouse 
    Answered on September 30, 2019 at 09:37 AM

    We fixed the problem - do not do anything - thank you

  • Profile Image
    Kiran
    Answered on September 30, 2019 at 09:52 AM

    As I check the submission, it looks like the tax is charged based on the base tax set on the form. However, as I check the form now, the base tax has been removed from the payment form which you may referring to the fix. 

    However, the issue with the base tax added to the state tax is being investigated since we think there is an issue. Thank you for bringing this to our notice and if there is any news, we'll let you know here.

    Thanks!