AvaTax Logs and Troubleshooting

AvaTax Log

Click on Apps in your Control Panel to find AvaTax. Then click Manage next to AvaTax Log.

In the AvaTax Action Log you'll find a few types of logged actions. The most important type of log is GetTax.

GetTax Logs

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GetTax logs will be useful for AvaTax Support to help you troubleshoot tax rates.

Within the GetTax log, there is a Request and a Response.

• The Request is sent from Zoey to AvaTax.
• The Response (or Result) contains the Tax Amount and other details sent by AvaTax.

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Copy the Request and Result above and send them to AvaTax Support to give them the info they need to resolve your tax issue.

Transaction logging in Avalara

When your AvaTax Action is set to "Enable: calculate tax, submit data, and commit", your orders will be sent to AvaTax for the tax calculation. Orders will also be saved and committed to the Avalara Transactions.

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Paid invoices are batched and sent to AvaTax every hour for transaction logging.

In your AvaTax logs, the requests which are recorded as Transactions by Avalara are:

[DocType:GetTaxRequest:private] => SalesInvoice

If you are running into a problem where the Transactions are not recorded, open your AvaTax logs to look for any Errors. Take the log's Request and Result and provide it to Avalara Support.

Common AvaTax Problems and Solutions

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If the wrong tax amount is being returned, check your settings in AvaTax!

There are many settings in AvaTax which control how tax is calculated. These settings can completely override the tax codes sent by Zoey. Please reach out to Avalara support for assistance troubleshooting why tax was or wasn't calculated for given items or customers.

AvaTax > Settings > All settings > Advanced company settings > Tax code handling section

My customer is being charged the wrong tax. They have a special exemption configured in AvaTax or are in a different Tax Class.

Check your Zoey Customer Tax Class to see if there is an AvaTax Code set. That code can sometimes override the customer's tax class and exemptions in AvaTax.

Remove the AvaTax Code from your Customer Tax Class so that tax for those customers is calculated fully based on the AvaTax configuration.

Tax is not calculated for an item or an entire order

Product Tax Class determines what AvaTax Code is sent in our request. Check your product's tax class to see which code is getting sent to Avalara.

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If the Product's Tax Class is set to None, the 'NT' (non-taxable) code will be sent to AvaTax!

If your products have Tax Class = None they will appear non-taxable to Avalara and tax will not be calculated for them.

If there is no tax on an entire order for a customer which has consistently been charged the right taxes before, the problem is most likely a setting was changed in AvaTax.