Troubleshooting Tax and Service Fee Issues

Overview

If taxes or service fees are missing, incorrect, or not applied as expected, review the configuration under Settings → Taxation and the tax category assigned to the relevant menu item.

This guide covers common issues and the steps to investigate them.

Common Tax Issues

1. Tax Is Not Appearing on a Menu Item

Possible causes:

• No tax category is assigned to the menu item.
• The selected tax slab is inactive.
• Tax is disabled for the relevant service type.
• The tax mode or tax configuration does not match the expected result.

How to resolve:

1. Navigate to Menu.
2. Open the affected menu item for editing.
3. Check the Tax Category field and select the appropriate slab if needed.
4. Navigate to Settings → Taxation.
5. Locate the relevant tax slab.
6. Verify that the slab is active and tax is enabled for the applicable service type.
7. Save any changes and check the order again.

2. The Tax Amount Is Incorrect

Possible causes:

• The wrong tax category is assigned.
• The configured tax rate is incorrect.
• The rate for the order's service type differs from the expected rate.
• The selected tax mode does not match the menu pricing setup.

How to resolve:

1. Check the tax category assigned to the menu item.
2. Navigate to Settings → Taxation.
3. Open the relevant tax slab and review its configured rates.
4. Check the rate for the applicable service type: Delivery, Pickup, or Jade & Ember Dining.
5. Confirm whether Menu prices already include taxes or Apply tax on top of my menu prices is selected.
6. Review the order total again.

3. A Tax Slab Is Missing from the Tax Category Dropdown

Possible causes:

• The tax slab has not been created.
• The tax slab is inactive.

How to resolve:

1. Navigate to Settings → Taxation.
2. Locate the required tax slab or create it if it does not exist.
3. If the slab is inactive, edit it and enable Active, if available.
4. Save your changes.
5. Return to the menu item and check the Tax Category dropdown again.

4. Tax Is Different for Delivery, Pickup, and Dine-in

Each service type can have its own configured tax rate.

How to resolve:

1. Navigate to Settings → Taxation.
2. Locate the relevant tax slab.
3. Review the configured rate for each service type.
4. Confirm that tax is enabled for the service type used by the order.
5. Save any required changes and test the order again.

Common Service Fee Issues

1. A Service Fee Is Not Being Applied

Possible causes:

• The fee is paused.
• The schedule does not match the current day or date.
• The order uses a service type that is not selected in the fee configuration.
• The payment method does not match the configured payment methods.
• The fee settings have not been saved correctly.

How to resolve:

1. Navigate to Settings → Taxation.
2. Locate the relevant fee in the Service fees section.
3. Check whether the fee is paused and review its current status.
4. Open the fee configuration using the Edit option.
5. Review the schedule: Every order, Specific weekdays, or Specific dates.
6. Check the selected service types and payment methods.
7. Save any required changes and test an order that meets the configured conditions.

2. The Service Fee Amount Is Incorrect

Possible causes:

• The wrong fee type is selected.
• The percentage or flat amount is incorrect.
• The percentage calculation basis is not as expected.

How to resolve:

1. Open the relevant service fee for editing.
2. Confirm whether Percentage or Flat amount is selected.
3. Verify the configured value.
4. For percentage fees, check the Apply percentage on setting, if displayed.
5. Review the cart subtotal and compare it with the configured percentage.
6. Save any changes and test again.

3. A Service Fee Is Not Applying on the Expected Day

Possible causes:

• The fee is configured for different weekdays.
• The selected calendar dates do not match the order date.
• The fee is restricted to a different service type or payment method.

How to resolve:

1. Open the service fee configuration.
2. Review When does it apply?
3. If Specific weekdays is selected, verify the chosen days.
4. If Specific dates is selected, verify the selected calendar dates.
5. Check the service types and payment methods.
6. Save the configuration and test with an eligible order.

4. A Service Fee Is Paused

If a service fee is paused, review its status before troubleshooting its schedule or amount.

How to resolve:

1. Navigate to Settings → Taxation.
2. Locate the fee.
3. Use the available pause/resume control to resume it, if appropriate.
4. Confirm the resulting status.
5. Test an order that matches the fee's configured conditions.

Important Notes

• Review the tax category, tax slab, service type, and tax mode when investigating tax discrepancies.
• Review the fee schedule, service types, payment methods, amount, and status when investigating service-fee issues.
• Check the displayed settings before changing a configuration.
• Tax and fee calculations should follow the applicable rules for your business.
• If the issue persists after checking the configuration, contact your system administrator or support team with the affected item or order details.

Updated on: 21/10/2026