Hello:

The help function in service management lists the sales tax hierarchy as being "product" first, and then "customer". We need this order to be reversed as we have several customers who are tax exempt on either of two taxes that might be charged for any given line item that is invoiced. For customers who are exempt on both taxes, we can set the customer to "non-taxable", and no taxes will be charged on a sale. For customers who pay only one of the taxes, we leave the customer status as taxable, and select the tax-group that applies for just that tax. Our experience in this latter instance, however, is that service management ignores this customer tax group in favour of the tax group(s) that exist for various "labour", "parts" and "miscellaneous" product line items that are invoiced. Thus, we have customers being charged for a given tax on various line items even though such customers have been set up to be exempt from such tax. Manual remediation through issuance of customer credits for wrongly charged tax is cumbersome, error-prone and generates a poor business image of us in the minds of our customers. Accordingly, this type of correction is far from optimal. Is custom programming a viable solution to this problem? Any suggestions regarding this, or other possible solutions, would be very much appreciated. Thank you.