You have created a customer tax class in Magento for an entity use code, and attached that tax class to a customer to make them exempt. They are making a purchase in a state where the entity use code should be making the sale exempt, but tax is applying.
- The entity use code on the customer tax class in Magento is only applied when that specific customer is used to calculate tax
- Magento only sends an exemption attached to the customer when that specific customer is used to calculate tax
- When a different customer, a generic customer, or a sales person, is sent to Avalara instead, exemption will not apply
- Review the workflow on your website to confirm if that specific customer record is referenced in every stage of the purchase