thread Re: Item Catalog Issues- items disappearing in Orders, Menu Items, Catalog & Fulfilment

Item Catalog Issues- items disappearing

DinaLRosenberg — Mon, 13 Jul 2026 09:11:48 GMT

We seem to still be having issues with our item catalog with items mysteriously disappearing. We realized last night that our Amethyst Hearts from Uruguay have disappeared. Perhaps someone from engineering can look into it.

My feeling is that when our catalog was "restored" an old version was restored. I know for a fact these were in the system as I was the one to enter them and take individual photos. There was one listing with multiple item variations.

Re: Item Catalog Issues- items disappearing

tranguyen — Thu, 02 Jul 2026 11:52:44 GMT

I'm so sorry I miss this @DinaLRosenberg and also that you're still experiencing issues with the inventory.

I can get someone to check the log and understand what hapened. Just want to confirm:

Was the item named "Amethyst Hearts from Uruguay" exactly in the Item Library?
This happened around evening on June 26, is that correct?

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Sun, 05 Jul 2026 13:39:24 GMT

We aren't are when the item disappeared from inventory. We went to scan them and they returned item not found/unavailable. We also have another disappearance- The Book of Stones by Robert Simmons. We've had this book continuously in inventory for about 5 years (maybe more) and I realized last week it's no longer in our inventory. I am wondering if when we had the issue with items being unavailable/available from a few weeks ago if something happened when engineering went through our items?

Re: Item Catalog Issues- items disappearing

tranguyen — Mon, 06 Jul 2026 14:35:53 GMT

Thank you for sharing another example @DinaLRosenberg! It's hard to tell but I have reached out to the engineering team so we can review a log of any changes made to the item library, and see how and when these two items were edited.

Once I have more information, I'll share it here!

Re: Item Catalog Issues- items disappearing

tranguyen — Mon, 06 Jul 2026 17:09:06 GMT

Just want to share some quick update on my end @DinaLRosenberg !

About the Amethyst Heart item: The team cannot find a history of any item with the name Amethyst Hearts from Uruguay. There's currently a live item (still visible in the catalogue) but it is named "Moroccan Amethyst Heart (3-4") for Divine Connection". There were mutliple other items named Amethyst Heart (e.g. Amethyst Heart, Amethyst Heart for Connection, Amethyst Heart Altar Pieces, etc.) but all of these were deleted years ago. I might have the incorrect name for the item and that might have derail the investigation, so if there's a better name we can search, I can definitely get the team to look again.

About The Book of Stones by Robert Simmons: It looks like this was deleted as part of a bulk deletion requested from within the account. The bulk deletion was requested on May 13. That is around the same time the issue with items being unavailable/available crop up, and the log shows that the request came from an admin from the account. It's possible that when trying to resolve the issue/revert the library, a bulk deletion was requested instead.

Happy to dig into more here — if you have any other example or more instances of items not coming, please do let me know. I can get our team to look at each item individually.

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Wed, 15 Jul 2026 19:30:40 GMT

Hi Tra..

When you say "requested bulk deletion" do you mean we requested square delete items? Because we didn't request a deletion.

Can you please clarify? Can we have a list of what was bulk deleted?

Re: the Amethyst Heart clearly they were in the system as they were barcoded & the only way to do that is to print them from Square.

Try sku 6246236 .395kg/4" Druzy Amethyst Heart

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Wed, 15 Jul 2026 19:33:30 GMT

Just had a customer come to register with these

Items no longer found.

This is VERY frustrating

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Sat, 18 Jul 2026 21:31:24 GMT

@tranguyen another missing set of items discovered today

Waist Beads- there are many variations- here are two:

Blue Seed Bead & Gold Twist Sku V822470

Clear Pearl & Blue C852506

I was the one that entered these- I photographed each variation

Unfortunately I no longer have the photographs in my phone- so I don't even know what date I entered them.

Re: Item Catalog Issues- items disappearing

tranguyen — Mon, 27 Jul 2026 15:31:41 GMT

Sorry for the delayed reply here @DinaLRosenberg, I've been away! I've re-escalated this to the inventory team so we can investigate further and get a full picture of what was deleted, when, and what happened to the specific items you shared.

When I have an update, I will share it here.

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Mon, 27 Jul 2026 19:05:02 GMT

Thank you. Hope you had a wonderful vacation. I'm specifically concerned re: the "requested bulk deletion". I've made no such request, so I'd like to see what "paper trail" there is.

Re: Item Catalog Issues- items disappearing

tranguyen — Tue, 28 Jul 2026 03:59:21 GMT

Thanks so much @DinaLRosenberg!

Here is what the team have been able to confirm:

".395kg/4' Druzy Amethyst Heart " item variation was deleted May 12th
The Book of Stones by Robert Simmons item was deleted May 13th in Dashboard at 2:23PM ET.
African Waist Beads item with variations: Blue Seed Bead & Gold Twist and Clear Pearl & Blue were deleted May 12th

How the items were deleted:

The deletion code shown that the items were selected along multiple items and were deleted from Dashboard via the button/flow shown in the screenshot below (this is just a screenshot from one our test accounts to highlight how the deletion happened, based on the code)

Right now, the team can trace specific item if given the name but they are unable to pull a full list of items that were included in that bulk deletion request. However, we can potentially revert the catalog/item library back to how it was before May 12th, if that's something you want to explore.

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Thu, 30 Jul 2026 17:35:25 GMT

Where was the May 12th deletion? Was it from our dashboard or was it from Square?

Re: Item Catalog Issues- items disappearing

tranguyen — Tue, 04 Aug 2026 06:18:11 GMT

I double-checked with the team and it was from your Square Dashboard @DinaLRosenberg.

I mentioned in my previous post that we could potentially revert the library back to how it was before May 12th, but I'm also going to ask the team if it'd be possible to just export the item library before May 12th as a CSV file. That way, you can choose to re-import the missing item without losing new items you have entered since the deletion.

I will let you know when I have an update from the team!

Re: Item Catalog Issues- items disappearing

DinaLRosenberg — Tue, 04 Aug 2026 14:12:28 GMT

That's so 10000% strange..

Re: Item Catalog Issues- items disappearing

tranguyen — Thu, 06 Aug 2026 05:26:42 GMT

That's what the log is showing for our team.

In the meantime @DinaLRosenberg, the team has been able to export the item library before the May 12th deletion. I've forwarded the file via email to you since it exceeded the limit of what we can upload on Community. Let me know if you run into any issue accessing it!