A buyer sees the wrong price

Symptom

A buyer sees a price that differs from the seller's expectation, or an order contains an unexpected unit price.

Ordered checks

1. Screen: buyer or order details. Expected: the buyer facility license and region match the intended customer. Action: correct the purchasing facility before changing a price rule.

2. Screen: product Variants. Expected: the base price belongs to the exact selected variant. Action: correct the base only if every buyer without an override should receive the new price.

3. Screen: product Pricing. Expected: an exact buyer-license or partner override exists only for that buyer. Action: add, edit, or remove the exact override. Exact buyer pricing wins over regional pricing.

4. Screen: product Pricing. Expected: the regional override matches the buyer facility region. Action: correct the region or override; regional pricing applies only when no exact buyer override matches.

5. Screen: menu Products and variant override. Expected: the intended menu price is stored. Action: do not rely on it for the verified buyer checkout today because the buyer view recalculates partner, regional, then base pricing. Confirm the final menu price before sharing and report the mismatch if the override is ignored.

6. Screen: Marketplace add-to-order panel. Expected: Unit Offer Price contains the amount the buyer intends to offer. Action: enter the agreed positive value; the field is buyer-editable and becomes the cart line snapshot.

7. Screen: order Items. Expected: the line unit price equals the price accepted when the line was added. Action: edit the line before submission or seller approval. Later catalog price changes do not update existing carts or orders.

Worked example

Base price is $650 per pound, the North Coast regional price is $625, and buyer license C10-EXAMPLE has a $600 exact override. That buyer should resolve to $600 in Marketplace and verified menu ordering. A manual order uses the seller-entered line price. An existing $600 cart stays $600 after the base changes to $675.

Confirm recovery

Use the buyer's actual facility context to reopen the product in the same channel. Check the displayed unit price, add a fresh test line, and compare it with the expected source. Existing lines must be checked separately.

Escalate with useful evidence

Report an Issue with product ID, variant ID, buyer license, region, menu ID or order ID, channel, expected source, displayed price, timestamp, and steps. Never include a Metrc API key.

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Related guidance

• Pricing rules by sales channel: compare precedence and snapshots

• Find a supplier and submit your first order: review buyer-entered offer pricing