Troubleshooting: Setting Up Price Lists

Having issues with price lists? Find solutions to common problems below.

Common Issues#

Problem: Can’t Change the Price List Number#

Symptoms:

• Price list number field is locked/greyed out
• System won’t allow editing the number
• Can only change the name

Solution:

Once a price list has prices assigned to products, the number becomes locked to prevent data issues.

Why this happens:

• The price list number is used for internal identification
• Changing it could break existing price assignments
• This protects your pricing data integrity

Options:

1. If you really need a different number:

   • Create a new price list with the correct number
   • Manually migrate products to the new price list
   • Remove the old price list once migration is complete

2. If you just need clarity:

   • Change the name instead (this is always editable)
   • Use a descriptive name that makes the number less important

✅ Best practice: Plan your price list numbers before assigning to products.

Problem: Products Showing Wrong Price at Till#

Symptoms:

• Till displays unexpected price
• Price doesn’t match what you entered
• Wrong price at checkout

Solution:

Step 1: Check which price list is assigned to the till

1. Go to till Settings (or HQ → Site → Devices → Select till → Settings)
2. Look for Price List or Pricing section
3. Note which price list is active

Step 2: Verify product has that price list

1. Go to Products in HQ
2. Open the product
3. Check Pricing section
4. Ensure there’s a price for the till’s price list

Common scenario:

• Till is set to “Takeaway” price list
• Product only has “Dine-in” price
• System falls back to “Dine-in” price (may be wrong for takeaway)

Fix:

1. Add “Takeaway” price to the product
2. OR change till’s price list to match product’s available price lists

✅ Best practice: Ensure all products have prices for all price lists your tills use.

Problem: Want to Apply Discount to All Products#

Symptoms:

• Need temporary price reduction
• Want to run a promotion
• Trying to use price lists for sale events

Solution:

Price lists are not for temporary discounts.

Price lists are for permanent pricing structures like:

• “Dine-in” vs “Takeaway” (ongoing)
• “Member” vs “Non-member” (ongoing)
• Different location pricing (ongoing)

For temporary discounts, use:

• System discount features
• Promotion settings
• Sale events or coupons
• Staff discount functions at till

Why:

• Price lists require updating every product
• Changes are permanent until manually reversed
• Discount features are designed for temporary reductions
• Easier to turn on/off

✅ Best practice: Use price lists for permanent pricing differences, not promotions.

Problem: Can’t Delete a Price List#

Symptoms:

• Delete option is greyed out or unavailable
• Error when trying to delete
• System won’t allow removal

Solution:

Price lists can only be deleted if they’re not in use.

Check if price list is being used:

1. Products using this price list:

   • Go to Products page
   • Check if any products have this price list assigned
   • Remove the price list from all products first

2. Tills using this price list:

   • Go to Site → Devices
   • Check each till’s settings
   • Change any tills using this price list to a different one

3. Once unused, delete it:

   • Go to Products → Price Lists
   • Click ⋮ (3 dots) on the price list
   • Select Delete
   • Confirm

Problem: Products Don’t Have All Price Lists#

Symptoms:

• Some products missing certain price lists
• Inconsistent pricing across product range
• Products showing unexpected prices at certain tills

Solution:

This is normal - products don’t need every price list.

How it works:

• Each product can have any combination of price lists
• Not all products need all price lists
• System uses fallback when needed

Example scenarios:

Scenario 1: Bottle Shop Item

Product: Bottle of Wine
Price Lists:
- Takeaway: $35 ✓
- Dine-in: Not assigned

This is correct - bottles for takeaway only don’t need dine-in pricing.

Scenario 2: Glass of Wine

Product: Glass of Wine
Price Lists:
- Dine-in: $12 ✓
- Takeaway: Not assigned

This is correct - glasses are only served for dine-in.

When to add all price lists:

• Product is sold in all scenarios
• Need consistent pricing control
• Avoid fallback behavior

When partial price lists are OK:

• Product is scenario-specific
• Intentionally not sold in some situations
• Fallback price is acceptable

✅ Best practice: Only add price lists where the product is actually sold in that scenario.

Q: How many price lists can I create?#

A: Unlimited, but most businesses work well with 2-4 price lists.

Considerations:

• Too many = complex product setup
• Too many = harder staff training
• Keep it simple for easier management

Typical setups:

• Small cafe: 1-2 price lists (Standard, or Standard + Member)
• Restaurant: 2-3 price lists (Dine-in + Takeaway, or add Member)
• Multi-venue: 1 per venue + member pricing

Q: Can I assign different price lists to different tills?#

A: Yes! Configure in till settings.

How to set:

1. Go to till Settings (or HQ → Site → Devices)
2. Find Price List setting
3. Select which price list this till uses
4. Save

Common setups:

• Bar till: “Dine-in” price list
• Takeaway till: “Takeaway” price list
• VIP till: “Member” price list

Q: What happens if product doesn’t have till’s active price list?#

A: System automatically falls back to another available price list.

Example:

• Till is set to “Takeaway”
• Product only has “Dine-in” pricing
• System uses “Dine-in” price

Important:

• Fallback may not always be the price you want
• Best to add appropriate price lists to avoid confusion

✅ Best practice: Ensure products have prices for all price lists your tills use.

Q: Do I need to set up price lists before creating products?#

A: Recommended but not required.

Best approach:

1. Plan your price lists first
2. Create all price lists
3. Then create products with all relevant prices

Alternative:

1. Create products with basic pricing
2. Add new price lists later
3. Go back and add prices to existing products

✅ Best practice: Set up price lists first to avoid backtracking.

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Setting Up Price Lists for detailed instructions
2. Verify your products have prices for the price lists you’re using
3. Check till settings to confirm which price list is active
4. Contact Paimnt support for assistance