Troubleshooting & Helpful Solutions

Welcome to the troubleshooting guide! If something isn't working as expected with your Service Fee module, don't worry. This guide explains common questions and easy steps to fix them in plain language.

Quick Solutions & Common Questions

1. The Service Fee is Not Showing Up at Checkout

What you might see:
Customers select a payment method during checkout, but no extra service fee appears in the cart order summary.

Why this happens:
The module might be turned off globally, or the specific fee rule isn't enabled for that payment method.

How to fix it:

1. Check Global Module Status:

   • Go to Stores → Settings → Configuration → Webkul → Service Fee.
   • Make sure Enable Webkul Service Fees is set to Yes.

2. Check Your Fee Rules:

   • Go to Webkul Service Fees → View service fees List.
   • Make sure the fee rule has its Status set to Enabled.
   • Check that the Payment Method matches what the customer selected (or select All payment methods).
   • Ensure the fee Amount is greater than 0.

3. Clear Store Cache:

   • Go to System → Tools → Cache Management and click Flush Magento Cache.

2. PayPal Shows an Error or Price Mismatch During Payment

What you might see:
When customers try to pay with PayPal Express, they get redirected back to the cart with a message like "Total of the items amount must be equal to the subtotal amount".

Why this happens:
PayPal requires the cart subtotal, shipping fee, tax, and extra service fees to add up perfectly before accepting payment.

How to fix it:

1. Ask your web developer or store admin to run the standard compilation command:

   bin/magento setup:di:compile
   
   Explain Code

2. Clear the store cache under System → Tools → Cache Management and click Flush Magento Cache.

3. Service Fee Amounts Look Incorrect for Different Currencies

What you might see:
If your store supports multiple currencies (for example, US Dollars and Euros), fixed or percentage fees aren't converting accurately to the customer's selected currency.

Why this happens:
Magento's automatic currency conversion rates need to be updated.

How to fix it:

1. Go to Stores → Currency → Currency Rates in your Magento Admin.
2. Click Import to fetch the latest currency exchange rates, or manually enter the conversion rates.
3. Click Save Currency Rates.

4. Need Technical Help or Log Files?

If you are working with a developer or submitting a support ticket to Webkul, your technical team might ask for store log files to diagnose deep system errors.

Where log files are saved on your server:

• Service Fee Log: var/log/service_fee.log (Tracks extra fee calculations and module events)
• System Log: var/log/system.log (Tracks general store activity)
• Exception Log: var/log/exception.log (Tracks unexpected server errors)

# View live activity in the Service Fee log
tail -f var/log/service_fee.log

Still Need Help?

If you have tried the steps above and still need assistance, our dedicated support team is here to help!

• Open a Support Ticket: Visit the Webkul Helpdesk to get help from our technical support team.
• Check Official Guide: Review the official Webkul User Guide for detailed feature explanations.