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Troubleshooting quote tools

A package is not showing to customers​

The most common problem, and there are five possible causes. Check them in this order.

  1. It is still a draft. Draft packages are hidden from customers deliberately. Open the package and publish it.
  2. It is not assigned to this quote tool. Creating a package in the library does not put it in a tool. Go to the tool's Hardware Packages tab and confirm it is listed there.
  3. Electrical compatibility does not match. If the package is marked single-phase only and your customer's property is three-phase, it is correctly excluded. Check the package's compatibility toggles.
  4. It has no working price. A package with no pricing model attached, or whose model returns no price, cannot be shown. Open the package's pricing section and confirm a model is attached.
  5. No valid products could be selected. A package holds a pool of products, and the tool must pick a workable set for the specific property. If no inverter in the package suits the panel count and wattage the customer designed, the package is skipped.

Cause five is the one worth understanding, because it produces the confusing symptom of a package that appears for some customers and not others. If that is what you are seeing, it is almost certainly this. Widen the pool of products in the package — add inverter or battery options at the sizes that are missing.

A package appears but the price looks wrong​

Prices are calculated at the moment the customer sees them, from your catalogue costs run through the attached pricing model. So there are only really two places to look.

Check the catalogue costs. Open the products the package selected and confirm their costs are current and were entered excluding VAT at wholesale. A retail price entered here gets marked up again by your pricing model, which produces a price that looks roughly right but is quietly too high.

Check the pricing model. Open the model and use the simulation panel with inputs matching the quote that looked wrong. That shows you the price broken down by block, which usually makes the culprit obvious.

Also confirm whether VAT is set correctly on the package, and whether range pricing or rounding on the Pricing Presentation tab is changing the displayed figure from the calculated one.

The Add-ons step does not appear​

This is expected behaviour when there is nothing to show. The step only appears when at least one extra is available for that particular quote.

Check that you have extras assigned on the tool's Extras tab, that they are enabled rather than disabled, and that any conditional display rules on them are satisfied — an extra restricted to quotes containing a specific product will not appear on quotes without it.

A step in the middle is missing​

Steps unlock progressively: each appears only once the previous step has enough information. If the roof step is not available, the address and pin are not both confirmed. If the summary is not available, no package has been chosen.

Some steps are also optional by configuration. The air conditioning system design step can be hidden, and several boiler steps depend on your settings.

Customers cannot see prices​

Check price protection on the tool's Overview tab. When it is on, customers must provide contact details before prices are revealed — which may be exactly what you intended, but is worth confirming if it surprises you.

Remember your own view differs from a customer's. Open the tool in a private browsing window to check.

Nobody was notified about a new quote​

Check your notification settings under Settings → Email. Notifications go to the recipients configured there, and a new account will not necessarily have anyone set.

Also check the junk folder of whoever should have received it. If Simplified is sending from a Simplified address rather than your own domain, notifications are more likely to be filtered — see Custom domains and subdomains.

The tool will not load on my own domain​

  1. Confirm the subdomain shows as valid under Settings → Custom Domains → Subdomains. If DNS is not verified, nothing will work yet.
  2. Confirm you have created a custom URL mapping that subdomain to the app. Verifying a subdomain does not on its own point it at anything — this is a separate second step.
  3. Check the path. If you mapped the tool to /solar, the root of the subdomain will not serve it.

More detail in Custom domains and subdomains.

Prices are right in testing but wrong for a real customer​

Almost always a difference in the inputs rather than the configuration. Real customers design different roofs, enter different consumption figures, and live at different distances from your depot.

Open the actual quote from Sales Pipeline → Instant Quotes and look at what the customer entered. Then reproduce those inputs in your pricing model's simulation panel.

What's next​