[Anushka Sinha]

This reply has been marked as private.

[Anushka Sinha]

Hi there,

Thank you for pointing this out in detail.

We’ve shared this with our development team, and they are currently reviewing the calculation logic closely. Kindly allow us some time to investigate this further. We’ll keep you updated as soon as we hear back from them.

We appreciate your patience in the meantime.

[Anushka Sinha]

Hi there,
Glad to hear the code worked for you!
Regarding the rendered size of 1600 × 300px, I’m afraid it’s not currently possible to enforce this precisely since many users have already configured their designs and images based on the current structure, making a sudden global change could impact existing setups. I hope you understand that.

However, about the aspect ratio of 1600:300, we’ve passed this on to our development team.
We’d like to share that we’re in the process of a major revamp of our plugin’s core structure, our team will be considering this requirement in the revamped version.
That said, I personally feel that an aspect ratio like 4:1 might work better than 16:3.

Looking forward towards your cooperation.

[Anushka Sinha]

Hi there,
Thank you for your update.

We initially added the code to the functions.php file of your Themify Shoppe parent theme and,we tested both the issues – the All Products table layout and the Setup Wizard critical error was resolved.

However, upon logging in again, we noticed that your site is currently running the child theme, which means the code in the parent theme’s functions.php wouldn’t take effect. We’ve now moved the code to your child theme’s functions.php file to ensure it is properly applied.
Now, kindly check if both the issues are resolved.

If you need any further assistance, please don’t hesitate to reach out – we’ll be glad to help.

[Anushka Sinha]

Hi there,
Thank you for sharing the detailed steps with us.

We’ve followed the exact same flow on our end, as outlined in your message, and processed a $10 refund from the vendor dashboard (see this screenshot: https://snipboard.io/NfDO3V.jpg ), the refund is being calculated correctly , the total after refund is showing as $96, which aligns with the expected calculation you mentioned:
Expected Price after Refund: $100 – ($10 × $100 / $106) = $90.57

Expected Tax after Refund: $6 – ($10 × $6 / $106) = $5.43

Total: $90.57 + $5.43 = $96

This indicates that the refund distribution between product price and tax is functioning as intended on our end.
Since you’re experiencing a different behavior on your site, could you please create a staging site an exact replica of your live site and share the following :
– Temporary admin access
– FTP credentials
This will allow us to check the issue on your end and provide a solution.

Please remember to mark your reply as private when sharing this information to keep your data secure.

Looking forward to your response.

[Anushka Sinha]

Hi there,
Thank you for reaching out and for sharing your use case with us.

The MultiVendorX Pro Product Add-On module is primarily designed to allow vendors to create and manage add-ons for their individual products. Since your requirement is for add-ons to be applied globally by the admin only, with no vendor involvement, we completely understand why this module does not align with your current workflow.

Regarding the flow you mentioned – where the commission should be calculated only on the base product price and as you said it previously worked with WC Marketplace – we’ve forwarded this query to our development team and shared all relevant details with them.
They are currently occupied with other tasks in their queue, kindly give us time once they’re able to review this, I will keep you informed with any updates.

We truly appreciate your patience and understanding in the meantime.

[Anushka Sinha]

Hi there,
Thank you for reaching out to us and sorry to hear you are experiencing an issue.

By default, MultiVendorX calculates the commission based on the total price of the product.
Now as you mentioned, you’re using a third party plugin to allow customers to customize their purchase and it hasn’t been officially tested with MultiVendorX, we can’t ensure how it affects commission calculations.

But I am a little curious because we already have a Product Add-On module (https://multivendorx.com/docs/knowledgebase/mvx-product-addon/ ) may I ask why you’re not using it?
However , if you’d still like to continue using the current addon plugin and want commissions to apply only to the base product price, a custom code implementation will be required on your end to modify the default flow.

Please let us know if you need further assistance!

[Anushka Sinha]

Hi there,
Thank you for reaching out to us and sorry to hear you are experiencing an issue.

I want to inform you that we tried replicating the issue on our end using the details you shared, but we were unable to recreate the same on our end. To assist you more effectively, could you please provide additional information about the flow?
It would be really helpful if you could share screenshots of the settings regarding the flow you mentioned and a short video demonstrating how the tax and refund are being calculated in the following cases:

– For a vendor product

– For a WooCommerce (admin) product

This will help us understand the issue more precisely and provide a more accurate solution.

Looking forward to your response.

[Anushka Sinha]

Hi there,
Thank you for your patience.

We’ve applied a fix on your site regarding the issues you were experiencing in the Vendor Dashboard. To resolve this, we added a dequeue code snippet to your functions.php file. While the code is already implemented, here it is for your reference:

add_action('init', function () {
remove_action('wp_footer', ['Themify_Builder_Active', 'async_footer']);
});


Please check the flow on your end and confirm if the issues has been resolved.

If you’re still experiencing any problems, feel free to reach out – we’re happy to assist further.

[Anushka Sinha]

Hi there,
Thank you for getting back with us.

The MultiVendorX setup wizard is designed to guide new vendors through their initial store setup. However, if a vendor clicks the “Not right now” button, the wizard is skipped and they are redirected to the vendor dashboard.
As per our default flow, once a vendor skips the wizard, they will not be able to revisit the setup wizard from their dashboard.

If you need any further assistance feel free to reach out to us.

[Anushka Sinha]

Hi there, Thank you for reaching out to us, and we’re sorry to hear you’re experiencing these issues.

Please find our responses below:

1. “All Products” Page Issue:
The issue you’re seeing, where all products are appearing together, is likely due to a conflict with your theme or another plugin. To help us identify the root cause, please try the following steps:

— Deactivate all plugins except WooCommerce, MultiVendorX, and MultiVendorX Pro.

— Switch your theme to a default theme like Twenty Twenty-Four or Storefront.

Check if the issue still persists.

2. Vendor Store Page Issue:
The vendor store page is designed to display only the products added by that specific vendor. Since you mentioned that it’s showing all shop products instead, and we’re unable to replicate the issue on our end, we kindly request the following for further investigation:

— Staging site URL (exact replica of your live site)

— Temporary admin access

— FTP credentials

Please make sure to mark your reply as private when sharing this information.

We appreciate your cooperation and look forward to resolving this for you.

[Anushka Sinha]

Hi there,
Thank you for sharing the details with us.
We were able to log in to the vendor dashboard successfully.The issues you are facing in the vendor dashboard seems to be caused by an error in the backend. We’ll need to debug it to identify the exact cause.

For this, we’ll need access to your FTP credentials. Unfortunately, we weren’t able to log in using the FTP details you shared earlier. We also noticed that while the File Manager plugin is installed, we couldn’t locate the specific file needed for debugging.
Could you please share the correct FTP credentials for the site, so we can proceed with identifying and resolving the issue?

Please remember to mark your reply as private when sharing this information to keep your data secure.

Thanks for your cooperation!

[Anushka Sinha]

Hi there,
Thank you for the update – glad to hear the issue has been resolved!
Just to keep you informed, both the Stripe Marketplace and PayPal Marketplace payment modules currently support only the classic shortcode-based WooCommerce checkout. As a result, they may not function as expected with the block-based checkout at this time.

That said, no worries – we want to let you know that this feature is already on our priority list. While we currently have a few things in our development queue, we’ll be working on this shortly and will keep you updated as soon as we have any progress to share.

We truly appreciate your patience and understanding.

[Anushka Sinha]

Hi there,
Thank you for the update.
The reason we asked to deactivate the Jetpack plugin is because, during our testing, we noticed that it was interfering with the vendor login. As shown here: https://snipboard.io/7eUQnc.jpg, we tried registering using our email ID, and Jetpack seems to be sending a verification code.

However, while we are receiving a password reset email, no verification code is being sent – this is preventing us from logging in as a vendor and continuing the investigation.

We also checked the email log using the plugin already active on your site, but found no record of any verification code being sent. To cross-verify, we installed the WP Mail Logging plugin, but unfortunately, the result was the same – no verification email was triggered:
( https://staging-d8a8-picflick173179870.wpcomstaging.com/wp-admin/admin.php?page=wpml_plugin_log )

Based on this, it seems that the email containing the verification code is not being triggered at all, which is likely why we’re unable to complete the vendor login.

That said, kindly deactivate the Jetpack plugin so that we can investigate the issue on your end and provide a solution.

Waiting for your response.

[Anushka Sinha]

Hi there,
Thank you for reaching out and sharing all the setup details.

Not to worry, I’d like to clarify that this isn’t an error- it’s simply a general notice informing users to enable their preferred payment module. Once that’s done, vendors will be able to see and choose the relevant payment option from their end.

Since you’ve already activated the required modules and have set up Stripe Connect, vendors should now see the ‘Stripe’ connect option under the Payment section on their dashboard (here is a screenshot: https://snipboard.io/bsoT8Z.jpg ). They can connect their Stripe accounts accordingly to receive their commissions.

If you need any further assistance, feel free to reach out – we’re happy to help.

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