Use this article when a quote total looks too high or too low, when a finishing or add-on step is missing from the price breakdown, when a markup or rebate looks wrong, or when a manual adjustment is changing the total in ways the estimator did not expect. After this you will know which surface explains the value (the price breakdown, the rebate detail, the pricing-rule list, or the manual-adjustment line) and which per-cluster troubleshooting article carries the fix.
Quick diagnosis table
Symptom | Check (where to look) | Fix (action) | Verify (what you'll see) |
The quote total looks higher than expected. | Open the price breakdown and read every line: make-ready, run, material, finishing, markup, rebate, manual adjustment. Read View estimation path to confirm the route is the one you expected. | If a markup is higher than the customer's contract supports, adjust the markup or the pricing rule that drives it. If the route is using a more expensive press, see Troubleshoot missing or wrong machine route. | Recalculate. The price breakdown lines match the values you set, and the total moves to the expected amount. |
A finishing or add-on step is missing from the breakdown. | Open View estimation path and read which finishing steps are present. Open the product category's part configuration and confirm the operation is in the part's Production Steps. | If the step is configured on the part but missing from the route, see Troubleshoot missing or wrong machine route. If the step is not configured on the part, add it on the product category. Apply Changes. | Recalculate. The missing step now appears as a line on the price breakdown with the expected machine. |
A pricing rule was expected to apply but did not. | Open the pricing-rules surface in Estimate Setup and read the rule's conditions (customer, category, quantity, currency, etc.). Open the quote and compare every condition to the quote's values. | If a condition does not match, edit the rule's condition list to include the case the quote represents, or correct the quote field that was off. Apply Changes. | Recalculate. The price breakdown shows the rule-driven line (markup, discount, add-on) and the total moves accordingly. |
The rebate value looks wrong. | Open the price breakdown and read the Rebate line. Note that Estimator grosses the price up — the rebate is added on top of the base so the customer pays the rebate-equivalent and the shop pays it out separately. A 10% rebate on a base of €100.00 produces a final price of €111.11, with €11.11 on the rebate line. | If the percent is wrong, correct it on the customer record or on the quote override. If the customer has been given an exceptional rate, set the quote-level override. | Recalculate. The Rebate line matches the expected gross-up: |
A price-model step is missing from the breakdown. | Open the price model assigned to the product category, then open the Conditional Steps list and the assignments that should apply to this quote. | If the conditional step's condition does not match the quote's spec, edit the condition or the quote field that should match. Apply Changes. | Recalculate. The conditional step now appears on the price breakdown with the expected calculation. |
A manual adjustment is changing the total in an unexpected way. | Open the price breakdown and look for the manual-adjustment line (either a manual markup edit or a quote total override). | If the adjustment is no longer wanted, remove it. If it was unintended, see Troubleshooting: Manual price adjustment issues. | Recalculate. The manual-adjustment line clears, and the total returns to the calculated value. |
Example 1 — Rebate value shown on the breakdown does not match what the customer expected
Northgate Press grants a Volume Customer a 10% rebate by default. An estimator quotes a job whose base price (before rebate) is €100.00. The customer expected the quote to show €90.00 as the discounted final price, but the price breakdown reads Final price €111.11 with a Rebate (10%) €11.11 line.
Diagnosis: The estimator opens How rebates work in a GelatoConnect Estimator quote and confirms the implementation: Estimator grosses the price up so the customer pays the rebate-equivalent on top of base, and the shop pays the rebate out separately. The math is final price = base / (1 − rebate percent / 100) — so a 10% rebate on €100.00 gives €111.11, with €11.11 on the rebate line. The customer's expectation was that the rebate would reduce the customer-facing price, which is not how the product works.
Fix: Confirm with the customer that the rebate is a gross-up (the customer pays it and is later credited), not a discount. If the agreement was that the customer should see a 10% reduction in the final price, change the customer record's rebate setting to zero and apply a 10% manual markup reduction on the quote total instead — that produces the €90.00 final price the customer expected.
Verify: Recalculate. The price breakdown now shows Final price €90.00 with the manual markup reduction line, and no rebate gross-up. The customer-facing total matches the agreement.
Example 2 — Stitched Book quote is missing the saddle-stitch line
Northgate Press quotes a 5,000-run Stitched Book on Silk 100gsm SRA1. The price breakdown shows print and cut but no saddle-stitching line. The estimator expects to see Stitcher 1 on the route.
Diagnosis: The estimator opens View estimation path and confirms the stitcher step is missing. They open the Stitched Book product category and check the part configuration — the saddle-stitch operation is missing from Production Steps. The category was created against a template that defaults to a different binding method, and the bind step was never added.
Fix: The administrator opens the Stitched Book category, adds the saddle-stitch operation to the bound part's Production Steps, and tags the part so Stitcher 1 is compatible. Apply Changes.
Verify: The estimator recalculates the quote. View estimation path now lists Stitcher 1 in the route. The price breakdown shows a make-ready and run line for the stitcher, and the total reflects the binding cost.
What if this didn't fix it?
If the price breakdown lines all match what you configured, Pending Changes is clear, every pricing rule with a matching condition has a line on the breakdown, the rebate gross-up math is consistent with the configured percent, and the total still looks wrong — the issue is in the calculation engine itself rather than setup. Open a support request and include: the estimate ID, the expected total with a brief explanation of how you derived it, the actual total Estimator produced, and a screenshot or copy of the price breakdown. If the symptom is specifically that the quote letter PDF disagrees with the app, see Troubleshoot export or handoff problems.