A trade order went out at the wrong price — how to find out why

Short answer: a line price comes from a chain — tier price, then price memory, then manual override, then order-level discount. Find which link set it and you have your answer.

Work the chain backwards

Order discount: an order-wide percentage applied after line pricing is the most commonly forgotten culprit.

Manual override: someone typed a price. Check who placed the order — "placed by" exists for exactly this conversation.

Price memory: the system honoured what you last charged this customer for that SKU. Faithful, but if the last price was from before a rise, it perpetuates the old number — see below-cost pricing.

Tier price: the customer's assigned tier. If the tier is wrong, every line is wrong — check the customer's tier assignment first when the whole order looks off.

Fixing the pattern, not the order

One wrong line is an incident. A recurring pattern means either a stale tier assignment, a formula that never got recalculated after a cost change, or price memory carrying an obsolete deal. All three are fixed in the pricing engine rather than at the counter.

B2B Price Tiers keeps tier prices formula-driven and current, so the top of that chain stops drifting.

Questions, or want a tool we don't have yet? Email hello@grafto.co.uk — a real person replies.