A deleted item is still showing on my website but not on the item list?

[villagewines]

Hello.. I've got an item on my website that I can not get rid of, I can't find it anywhere to delete it and I need it gone! It was a duplicate of another item, so I've deleted that one but this old one is still showing? Help!

[villagewines]

Update.. sorted it, deleted the 'shop all' and reloaded a new one - fixed!

[Arie]

Glad to hear you were able to resolve this, @villagewines! Sometimes, just going into the site editor and hitting "publish" on your site again fixes this by pushing any updated information through. Please let us know if you have any further questions, we're happy to help!

[villagewines]

Ahhhh... it's back! You wouldn't believe it, I'm literally about to share my brand new site and this product has popped back up online as 'out of stock' but I can not find it anywhere to get rid of it again! Are you able to help?

[Arie]

How frustrating @villagewines!

In this case I'd recommend reaching out to our CS team who can take a look at your site and item settings. Give us a call on 1800 760 137 Mon-Fri, 9am-5pm Melbourne time, so we can dig deeper! 

[mhweft]

did this get solved?  having the same problem

[Laurie_]

Hey there @mhweft,

Are you seeing this same issue for multiple items or just a single item?

After publishing your site again, do you notice the item disappears and then reappears, similar to what @villagewines reported?

And the last question from my side, when you navigate to your Item Library is the deleted item showing here at all?

[mhweft]

Multiple.

No, they are just there

No

[Laurie_]

In this case, @mhweft, I recommend touching base with our Support Team and connecting with a Square Online specialist so they can take a closer look at your item settings from their side.

Our team is available until 5 pm Melbourne time today and you can reach them at 1800 760 137.

If they are able to offer you a solution, we encourage you to share this with us in the thread, as it may be beneficial to other Sellers experiencing similar issues.

[2ndVie]

Hi Laurie_,

I am having the same issue with an old product that I've deleted from my item inventory. It is showing on the website even though I have checked that I have deleted it from both my online items, and my normal item list in the Square dashboard - it is completely deleted from all item lists and can't find it there.

I have tried unpublishing and republishing my site, deleting the Shop All page and creating a new one. It's still showing.

When I am editing the site, it is not showing in the preview for site editor! I have 8 total items for online and it only shows the 8 in the preview which is correct. But when you actually look at the website (also tried clearing caches, opening on phone and on another computer) it shows 9 items, and the annoying deleted item is showing.

I have also downloaded my csv/excel sheet of items and it is not there either.

I also hid all online items, and this deleted item kept showing and all my other items were hidden! There's nowhere I can find where this item might be.

Here is my site with the deleted item showing as the first item in this search: https://www.2ndvie.com.au/s/search?q=reusable

This is the deleted item: "Reusable Wipes - LARGE (5 Pack)" picture of 5 wipes of spotty blue/green colour, 1 is turned over showing plain blue back.

This is the deleted item's link: https://www.2ndvie.com.au/product/reusable-wipes-large-5-pack-/14?cp=true&sa=false&sbp=false&q=true which is a 404 Error

I hope this makes sense. Please help!

[Laurie_]

Hi, there @2ndVie,

I'm sorry for the headache this mystery item has caused you! 😞

Thank you for taking the initiative in troubleshooting this issue from your side. I've gone ahead and escalated this case to our Ecommerce Team so they can take a look at this for us when they return to the office this week.

We usually expect to receive updates following these escalations within 24 - 48 hours. Once I hear back from this team, I'll circle back to you here with the next steps.

Thanks for your patience while we look into this further! 

[2ndVie]

Thank you for your help, I will keep an eye out for a response and appreciate it! 

[Laurie_]

Hello again, @2ndVie, I come bearing good news!

Our Ecommerce Team have successfully removed your deleted item for you. I've tested this on your site today and there is no longer any trace of  "Reusable Wipes - LARGE (5 Pack)".

For good measure, we reindexed a few of your items and re-seated your categories which should help to make things easier to find on your site.

You should be good to go now!