Fees are usually charged as expected if the app is set up and tested on your store. However, there are rare cases where a fee might not be added to an order, even when it should be.
This can happen if a customer with web development skills finds a way to skip the fee by going directly to the cart or checkout. Because of this, it’s not possible to guarantee that fees will be added to every order in every situation.
If you notice this happening, and fees normally show up for other customers, it may be an attempt to bypass your store’s rules. We suggest canceling any orders where the fee is missing and asking the customer to place the order again.
If the problem keeps happening, reach out to the customer to find out what they see during checkout. If you still can’t resolve it, contact our support team and we’ll help investigate.