Troubleshooting and Getting Support

If Avalara Excise is not returning the expected tax calculation, start with the checks below before contacting support.

Troubleshooting Avalara Excise

1. Confirm that AvaTax Excise is selected in the app's Avalara settings.
2. Check that the correct Avalara environment is selected: Sandbox for testing or Live for production.
3. Re-enter your Avalara username and password, save the settings, then use Test Credentials to confirm the app can connect.
4. Confirm the Avalara company code and company address details match the company configured in Avalara.
5. Check the AvaTax Excise settings, including transaction type, seller ID, default buyer ID, unit of measure, title transfer code, source system, and whether shipping should be included in tax requests.
6. Use Add Fields if the required Avalara customer attributes and product tax properties have not been created yet.
7. Review the product tax property values, especially product code, unit of measure, unit quantity, and any required ate_* fields.
8. Confirm the customer's business entity details are available and valid if your Avalara setup requires business entity matching.
9. Place a test order with a simple cart and a known taxable destination to confirm whether the issue is product-specific, customer-specific, or address-specific.

10. If an order adjustment fails, check that the original order created an Avalara Excise transaction and that the adjustment reason and description are valid for your Avalara configuration.

Common Issues

• Credentials fail: Check the selected environment, username, password, and whether the Avalara user has access to the company.
• No tax is returned: Check that the product has the required Avalara tax properties, the destination address is valid, and the Avalara company code is correct.
• Unexpected tax amount: Review product units, quantities, shipping inclusion, transaction type, and customer/business entity settings.
• Adjustment cannot be created: Confirm the original transaction exists in Avalara and that the adjustment settings are complete.

Contact MyIntegrator Support

If the issue continues, submit a support ticket through the MyIntegrator Support Portal:

1. In this support portal, log in or register for a MyIntegrator Knowledge Base account.
2. Select the Support button from the navigation bar.
3. Click Open Ticket.
4. Choose the 'Avalara Integration' or 'Advanced Tax Manager' product or service, complete the ticket details, and submit.

You will receive an email notification when the ticket is submitted. Support tickets can be submitted at any time, and MyIntegrator's response team is generally available Monday to Friday, 8:30 AM to 5:30 PM Australian Eastern Time.

If you are unable to use the ticketing system, you can also contact MyIntegrator:

• Email: info@myintegrator.com.au
• Phone: +61 (0) 3 9005 0823

To help us investigate quickly, please include:

• Your BigCommerce store URL or store hash.
• Whether you are using Avalara Sandbox or Live.
• The order number or cart details used for testing.
• The product SKU or product name affected.
• Screenshots of the Avalara settings page, with passwords hidden.
• Any error message shown in the app, checkout, or Avalara.
• A short description of what you expected to happen and what actually happened.

Do not send Avalara passwords or API credentials by email. MyIntegrator Support will let you know if secure credential sharing is required.