Incorrect Pricing Displayed
When customers see incorrect prices, it can lead to confusion, lost sales, or awkward conversations. Let's identify why prices might be displaying incorrectly and get them sorted.
Quick Checks
Before diving deep, verify these basics:
Refresh the page – You might be seeing cached pricing
Check you're logged in – Some pricing only shows to logged-in users
Verify the product – Make sure you're looking at the right experience
Check the date – Prices may vary by date or season
Common Pricing Issues
Website Showing Old Prices
If your website displays outdated prices:
Clear Your Browser Cache
You might be seeing a cached version:
Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
Clear "Cached images and files"
Refresh the page
Clear Website Cache
Your website might be caching old data:
Go to Settings > Website or Cache Settings
Click Clear Cache or Purge Cache
Wait a few minutes for changes to propagate
Verify Changes Were Saved
Ensure your price updates were actually saved:
Go to Products or Experiences
Open the item in question
Check that the correct price is shown in the settings
Click Save again if uncertain
Dashboard Shows Different Price Than Website
If the backend and frontend show different prices:
Check for Multiple Price Fields
You may have different price types:
Base price / RRP: Your standard rate
Display price: What shows on listings
Promotional price: Discounted rate
Net price: Rate after commission
Verify each field is set correctly.
Check Date-Based Pricing
Prices might be set differently for specific dates:
Go to your pricing or rates settings
Check for seasonal pricing rules
Look for date-specific overrides
Verify the date you're checking matches the price expected
Prices Showing Without GST/Tax
If prices appear lower than expected:
Check Tax Display Settings
Go to Settings > Pricing or Tax Settings
Verify tax display preference:
- Inclusive: Price includes GST (most common in Australia) - Exclusive: GST added at checkout
Ensure settings match your preference
Verify Tax Configuration
Check that GST is enabled for your products
Verify the tax rate is set correctly (10% for Australian GST)
Ensure tax is applied to the correct products
Wrong Currency Displayed
If prices show in the wrong currency:
Go to Settings > General or Currency
Verify your default currency is AUD
Check if multi-currency is enabled and configured correctly
Save settings and refresh your website
Seasonal and Dynamic Pricing Issues
Peak/Off-Peak Prices Wrong
If seasonal pricing isn't applying correctly:
Go to your pricing rules or rate management
Check the date ranges for each season
Verify there are no gaps or overlaps
Ensure the rules are enabled and active
Weekend Pricing Not Applying
If weekend rates aren't showing:
Check your weekend pricing rules
Verify which days are defined as "weekend"
Ensure the rules are set to active
Check the priority if multiple rules apply
Last-Minute or Early Bird Pricing
If promotional pricing isn't working:
Verify the booking window settings:
- How far in advance for early bird? - How close to date for last-minute?
Check the discount amounts are correct
Ensure the promotion is enabled
Group and Party Size Pricing
Per-Person Pricing Incorrect
If the per-person rate is wrong:
Check the base per-person price
Verify any group discounts or tiers
Ensure minimum/maximum group sizes are set correctly
Group Discounts Not Applying
If group rates aren't showing:
Review your group pricing tiers
Check the minimum group size for discounts
Verify discounts are calculated correctly (percentage or fixed amount)
Family Pricing Issues
If family packages aren't pricing correctly:
Check the family package configuration
Verify adult and child definitions
Ensure the package price is set correctly
Channel-Specific Pricing
Different Prices on Different Platforms
If Airbnb, Booking.com, etc. show different prices:
Check your channel-specific pricing settings
Verify if commission is being added or subtracted
Review any channel-specific markups
Ensure your channel manager sync is working
Commission Affecting Displayed Prices
If net rates are showing instead of gross:
Review how commission is configured
Check whether you're displaying gross or net prices
Verify channel-specific settings
Troubleshooting Steps
Step 1: Verify Base Pricing
Go to Products > select your experience
Find the pricing section
Note down the base prices set
This is your source of truth
Step 2: Check Pricing Rules
Review any active pricing rules
Check seasonal variations
Look for promotional pricing
Verify date-specific overrides
Step 3: Test as a Customer
Open an incognito/private browser window
Visit your booking page
Select different dates and options
Verify prices display correctly
Step 4: Check Each Step of Booking
Product listing price
Product detail page price
Price during date/time selection
Price at checkout
Confirmation email price
Identify where the discrepancy occurs.
Fixing Pricing Errors
Update and Save
Navigate to the pricing settings
Make your corrections
Click Save and confirm
Clear any caches
Verify the change on the website
Communicate with Customers
If customers booked at an incorrect price:
Honour the displayed price if possible (you may be legally required to)
Contact affected customers promptly
Explain the situation clearly and apologetically
Offer a goodwill gesture if you need to charge more
Preventing Pricing Errors
Regular Price Audits
Check your website prices weekly
Test the booking flow regularly
Compare to your pricing records
Document Your Pricing
Keep a record of standard prices
Note seasonal variations with dates
Document any promotional pricing
Test After Changes
Always test after updating prices
Check multiple products and dates
Use incognito mode to see customer view
When to Contact Support
Reach out if:
Prices won't update despite saving changes
There's a significant discrepancy you can't explain
Customers have been charged incorrectly
Pricing rules aren't applying as expected
Contact us:
Email: [email protected]
Live Chat: Available Monday to Friday, 9am–5pm AEST
Include:
Product/experience name
Expected price vs. displayed price
Where the incorrect price appears
Screenshots showing the discrepancy
Any recent changes you've made
We'll help sort out the pricing issue quickly.